• Monitor the Customer Health Score of existing customers and implement scaled campaigns to drive upsells and improve retention. • Analyze data to identify common challenges, proactively propose process improvements, and share best practices to help customers maximize the value of our products. • Create, manage and evolve 1:Many programs and initiatives to deliver scalable customer engagement strategies (e.g., email campaigns, office hours, targeted customer consultations). • Work closely with CSMs, AEs, and product and marketing teams to promote 1:Many experiences within your assigned customer base. • Build processes to ensure customer satisfaction at scale; use internal dashboards and KPIs to identify and respond to risks or opportunities within your portfolio (500–1,000 accounts). • Act as an "Operational Champion" at SoSafe and lead by example in maintaining data hygiene across our internal CS tools, Salesforce, etc.

Role Description The Supplier Success Manager (SSM) is responsible for building strong, consultative relationships with suppliers and partners, and serving as a trusted advisor focused on engagement, partnership development, and growth enablement. This role partners closely with suppliers to understand their business objectives, develop actionable plans, and guide them through promotion and engagement opportunities. The Supplier Success Manager plays a critical role in driving supplier participation, strengthening partnerships, and ensuring consistent follow-through on shared goals. This position works cross-functionally with internal Marketing, Program Success, and Growth Operations teams to support supplier readiness and long-term success. What will your main responsibilities look like? - Serve as the primary point of contact for an assigned portfolio of suppliers. - Build strong, trust-based relationships through regular phone and video conversations. - Proactively engage suppliers to understand their goals, challenges, and priorities. - Act as a strategic point of contact and ongoing advisor. - Collaborate with suppliers to develop and maintain business or partnership plans. - Facilitate planning discussions that define goals, focus areas, and priorities. - Align supplier objectives with available engagement and promotion opportunities. - Drive accountability by tracking progress and agreed-upon next steps. - Actively recruit and prepare suppliers to participate in contract promotion activities, including: - Webinars and buyer presentations. - Co-marketing initiatives. - Educational or outreach events. - Coach suppliers on how to effectively present their contracts and value to public-sector buyers. - Encourage supplier involvement through proactive outreach and relationship building. - Maintain momentum by ensuring follow-up actions are completed and documented. - Re-engage suppliers after engagement initiatives to assess outcomes and next steps. - Ensure consistency and continuity across supplier interactions. - Partner with marketing, program, and operations teams to align supplier activities with organizational initiatives. - Share supplier feedback and insights to inform improvements and future planning. - Support internal initiatives aimed at improving supplier engagement and experience. - Accurately document supplier interactions, business plans, and follow-up actions in the CRM. - Maintain clear records that support reporting, planning, and continuity across teams. - Ensure supplier activity and engagement data is current and reliable. Qualifications - 3–6+ years of experience in customer success, account management, partnerships, or client services. - Proven ability to build relationships through live conversations and consultative engagement. - Experience developing and managing business plans or strategic account plans. - Strong communication and facilitation skills. - Highly organized with strong follow-through and attention to detail. - Comfortable working cross-functionally. - Experience working with suppliers/vendors. - Experience in public sector, government procurement, or cooperative purchasing environments, an asset. - Familiarity with webinars, virtual events, or co-marketing initiatives, an asset. - Experience working in a SaaS and/or GovTech, an asset. - CRM experience (HubSpot or similar), an asset. - 15 to 20% travel is required. Requirements - Authorized to work in the US—unfortunately we are not able to sponsor work visas or transfers at this time. Benefits - At SOVRA, we are committed to fostering an inclusive and equitable workplace. - We are an equal opportunity employer and do not discriminate against any employee or applicant for employment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, marital status, veteran status, or any other characteristic protected by applicable laws. - We provide a work environment free from discrimination and harassment. - We are committed to ensuring pay equity across our organization and regularly review our compensation practices.

• Own our enterprise customer portfolio • Drive adoption and expansion across our existing enterprise customer base • Help identify and deliver strategic platform engagements that prove transformational ROI • Build the playbook and team that will scale customer success as we grow • Responsible for leading six-figure strategic engagements with innovative AEC firms • Create systems that enable scale to support customer success

• Proactively monitor and manage receivables to ensure program health and margin protection. • Identify and bubble up strategic expansion opportunities within the partner portfolio. • Own the deal registration and Statement of Work (SOW) management processes. • Coordinate and deliver partner enablement programs to drive adoption and effectiveness. • Collaborate cross-functionally with Direct Sales, Marketing, Legal, and Finance to resolve bottlenecks. • Manage partner agreement renewals and ensure high retention rates across the ecosystem. • Provide regular internal reporting on partner usage, performance, and health metrics. • Maintain and curate partner content across Slack, Sayari Academy, and Digital Sales Rooms.