**What you do as the CSA at Liferaft** **Customer Success Management:** - Relationship Building: Manage a portfolio of customer accounts, building trusted relationships and driving customer engagement. - Drive Platform Usage: Develop and execute onboarding, training, adoption, and success plans that align platform capabilities to customer goals. - Monitoring Trends: Monitor account health, platform usage, and engagement trends to identify opportunities and mitigate risks. - Team Planning : Partner with Customer Success Managers on strategic accounts, customer initiatives, and account planning activities. - Revenue Management: Support and manage Tier 3 account renewals, including renewal readiness, stakeholder engagement, risk identification, and forecasting activities. - Success Planning: Identify opportunities for account growth and expansion and collaborate with Revenue and Customer Success teams as appropriate. - Performance Measurement: Measure and communicate customer outcomes and value realization to both customer stakeholders and internal teams. **Customer Support & Customer Experience:** - Client Education: Advise and educate clients on technical and support questions, ensuring timely and empathetic resolution of issues. - Issue Resolution: Investigate customer complaints, troubleshoot reported issues, and escalate complex problems to relevant departments. - Relationship Management: Develop and maintain excellent relationships with clients, ensuring service level agreements are met and exceeded. - Feedback Collection: Gather customer feedback to communicate internally for continuous product improvements and feature enhancements. - Knowledge Management: Collaborate with cross-functional teams to maintain a comprehensive knowledge base and develop support documentation.

• Define and execute a comprehensive digital customer success strategy, developing a multi-year roadmap that leverages automation, data analytics, and digital touchpoints to scale customer engagement and ensure successful product adoption. • Serve as the primary advocate for the digital customer journey, identifying behavioral trends and sentiment insights to inform product development, marketing, and commercial strategies that drive retention and expansion. • Design and implement scalable digital success processes, standards, and playbooks, ensuring that automated customer health monitoring and intervention frameworks are consistently applied across the enterprise. • Partner cross-functionally with Product Management, Engineering, Commercial, and Marketing teams to prioritize digital feature enhancements, streamline onboarding experiences, and resolve friction points within the digital customer lifecycle. • Foster a customer-first, data-driven culture by developing digital enablement resources, providing actionable insights to cross-functional teams, and championing the adoption of digital-led success initiatives across all business lines.

• Engage with a portfolio of clients to ensure they get the best value from FiscalNote: Global Intelligence products and services • Drive product adoption and usage to help client retention and expansion • Partner closely with Account Managers and Client Success Team to support senior executive clients in client engagement and retention activities across the EMEA region • Coordinate and manage event outreach, executive planning sessions, and client calls from scheduling through delivery • Plan and execute virtual and in-person client events, executive roundtables, roadshows, and market briefings • Serve as a key point of coordination between clients, analysts, and commercial team members to ensure a seamless client experience • Track and manage client engagement activities, ensuring timely follow-up and execution of commitments • Support client onboarding and adoption of FrontierView services and resources • Assist in the preparation of client presentations, briefing materials, meeting agendas, and event communications • Monitor client engagement trends and identify opportunities to increase utilization of FrontierView services • Maintain accurate records of client interactions, activities, and engagement metrics within Salesforce and other internal systems • Support regional and global commercial initiatives as needed, including strategic projects, events, and client campaigns • Collaborate across Commercial, Strategic Insights, and Operations teams to deliver exceptional client outcomes • Help identify opportunities to improve processes, client experiences, and team efficiency

• Own the commercial health of Tonal's healthcare accounts, including Physical Therapy and Chiropractic clinics, healthcare networks, performance medicine practices, and integrated healthcare partners. • Serve as the clinical voice in the room with our highest-stakes commercial accounts, building deep, trust-based relationships with clinician owners, medical directors, and clinical operations leaders. • Translate clinical workflow and patient-outcome priorities into commercial decisions, and translate Tonal's product roadmap into language that resonates with healthcare buyers. • Architect the "Healthcare Commercial Playbook," defining the operational lifecycle from contract signature through clinical onboarding, deployment, and multi-year renewal. • Develop resources and materials (online, written, video, audio) to educate and inspire healthcare professionals to utilise Tonal to the full extent of its capabilities. • Oversee the white-glove deployment process for healthcare accounts in collaboration with our post-purchase operational teams, ensuring Tonal installations meet the heightened compliance, safety, and brand standards required in healthcare environments. • Own the Sales-to-Operations hand-off for healthcare accounts, translating clinical requirements into actionable installation, training, and ongoing service plans. • Lead Business Reviews focused on clinical adoption, patient outcomes, equipment utilization, and commercial ROI. • Serve as the primary strategic lead for high-value healthcare accounts. • Support accounts with inquiries related to translating on-product movements/modalities or interpreting data to achieve desired functional health, rehabilitation, and recovery outcomes. • Partner with Tonal's B2B Sales, Product, Field Operations, Logistics, Partnerships, and Care Operations teams to ensure healthcare accounts receive the highest tier of technical, clinical, and operational support. • Act as the strategic liaison between clinical partners and Tonal's product team, surfacing field-tested feedback that shapes the healthcare roadmap. • Collaborate with the broader Manager, B2B Customer Success on shared infrastructure (CRM, account health systems, reporting) so the two verticals operate from a unified data foundation. • Collaborate with the Senior Executive Team to align healthcare operational capacity with broader corporate growth targets and revenue goals. • Identify "land and expand" opportunities within existing healthcare accounts, partnering with Healthcare Sales on upsells and multi-site expansion. • Lead growth experiments: evaluating reimbursement pathways, cash-pay models, hybrid clinical/wellness offerings, and operationalizing what works. • Manage the renewal pipeline for healthcare accounts, identifying clinical and operational risks early and intervening to protect recurring revenue. • Build, hire, and lead the healthcare-specific Customer Success team as the vertical scales. • Establish the SOPs, training, and career pathways that allow Tonal to recruit and retain top clinical-commercial hybrid talent.