• Own a defined portfolio of Tier 4 customers and serve as their primary point of contact. • Lead onboarding and ensure customers are successfully launched on the Total Expert platform. • Drive product adoption through proactive outreach, training, and best practice guidance. • Conduct account health reviews and develop action plans to improve engagement and outcomes. • Manage renewal conversations and support retention efforts across your portfolio. • Identify growth opportunities within accounts and execute expansion conversations when appropriate. • Monitor customer usage data and engagement trends to proactively address risks. • Document customer interactions, success plans, and outcomes in the Customer Success platform. • Partner cross-functionally with Support, Product, and Sales to advocate for customer needs. • Participate in customer business reviews and performance discussions as appropriate for account tier.

• Own customer retention • Maintain Net Retention Revenue on assigned accounts • Be Proactive: Work with Success team members to own the churn metric by actively taking part in defining and building retention strategies. Proactively respond to churn signals in a timely manner by following SLAs • Strengthen Automation: Help build automated playbooks that will amplify the reach and efficacy of the CSM team • Manage outreach campaigns based on Account Health Score and various other signals at key moments of the customer lifecycle • Manage accounts: Manage an assigned book of business. Adhere to operational standards and SLAs. Focus areas include but are not limited to QBRs, customer emails, onboarding follow-up, and 90-day reviews • Collaborate across departments: Work with the Support team to provide efficient and high-quality answers to customer inquiries. Work with the Onboarding team to ensure merchants are set up properly on Okendo’s platform, and work with Support Solutions Engineering to proactively detect and resolve issues • Drive advocacy and adoption: Build strong relationships with merchants by demonstrating product value and by providing exceptional customer service. Drive adoption and education of new features and products • Maintain a high personal standard: Consistently go above and beyond, not only by providing industry-leading expertise but also by taking any touchpoint as an opportunity to reinforce the value of Okendo • Lead merchant consultations with your assigned accounts • You will source and book demos for the Account Management team. Establish yourself as a business partner with merchants, and support expansion initiatives by articulating the value of Okendo’s product suite • Ensure successful Onboarding-CS handoffs to ensure Merchants experience growing value from Okendo’s products • Become an expert on Okendo’s product suite, and stay up-to-date on new products, as well as product changes, improvements, and unique merchant use cases • Maintain a high operational standard by adhering to SLAs and by keeping an eye out for operational improvement

• Own customer retention • Maintain Net Retention Revenue on assigned accounts • Be Proactive: Work with Success team members to own the churn metric by actively taking part in defining and building retention strategies. Proactively respond to churn signals in a timely manner by following SLAs. • Strengthen Automation: Help build automated playbooks that will amplify the reach and efficacy of the CSM team. • Manage outreach campaigns based on Account Health Score and various other signals at key moments of the customer lifecycle. • Manage accounts: Manage an assigned book of business. Adhere to operational standards and SLAs. Focus areas include but are not limited to QBRs, customer emails, onboarding follow-up, and 90-day reviews. • Collaborate across departments: Work with the Support team to provide efficient and high-quality answers to customer inquiries. Work with the Onboarding team to ensure merchants are set up properly on Okendo’s platform, and work with Support Solutions Engineering to proactively detect and resolve issues. • Drive advocacy and adoption: Build strong relationships with merchants by demonstrating product value and by providing exceptional customer service. Drive adoption and education of new features and products. • Lead merchant consultations with your assigned accounts. • You will source and book demos for the Account Management team. Establish yourself as a business partner with merchants, and support expansion initiatives by articulating the value of Okendo’s product suite. • Ensure successful Onboarding-CS handoffs to ensure Merchants experience growing value from Okendo’s products.

• Own customer retention • Maintain Net Retention Revenue on assigned accounts • Work with Success team members to own the churn metric by actively taking part in defining and building retention strategies • Help build automated playbooks that will amplify the reach and efficacy of the CSM team • Manage outreach campaigns based on Account Health Score • Manage an assigned book of business. • Provide efficient and high-quality answers to customer inquiries • Drive advocacy and adoption by demonstrating product value and exceptional customer service