• Contributing to our client-facing Client Success processes, policies, playbooks, and values to deeply integrate Cherre into our clients’ everyday workflow. • Documenting internal processes and creating a scalable infrastructure to enable a superior overall client experience. • Supporting Client Success Managers with key accounts and day-to-day relationships with both platform users and data partners. • Monitoring Cherre’s Intercom ticketing system to ensure prompt responses / resolutions to client issues. • Supporting Client Success team in collaborative engagements, such as helping build out quarterly business review decks, to maintain and enhance client relationships. • Assisting the team in delivering on clients’ business outcomes, client loyalty, and client retention. • Collaborating with the Client Success Team to cultivate client references and case studies, while also liaising with Marketing, Product, and Sales teams to help create client collateral. • Channeling client feedback to the product team, and working with the team to find solutions that meet or exceed client expectations. • Handling client escalations and helping with successful resolution. • Supporting client renewals and partnering with internal stakeholders to execute accordingly. • Identifying expansion opportunities and assisting clients in evaluating new data sources to enhance their business outcomes. • Assist in the development, maintenance, coordination and monitoring of project plans and schedules. • Ensure all project documentation is up-to-date and properly stored. • Prepare and distribute regular project status reports, highlighting key milestones, risks, and issues. • Document meeting minutes, action items, and follow-up tasks from project meetings. • Track project deliverables and ensure all team members are aware of their responsibilities and deadlines. • Provide administrative support to the lead project manager, including scheduling meetings, coordinating travel, and other tasks as assigned. • Maintain and update project management tools and software.

• Partner with health systems to support clinically driven workflow transformation initiatives that improve patient progression, care coordination, and the overall patient care experience • Serve as a trusted clinical advisor and subject matter expert to both internal and external stakeholders, including nursing leadership, case management, utilization management, physician teams, interdisciplinary care teams, and cross-functional internal partners • Lead customer engagements focused on evaluating and optimizing technology-enabled clinical workflows, interdisciplinary collaboration, patient progression practices, and care coordination processes • Support customers in identifying and addressing clinical workflow barriers that impact patient throughput, discharge planning, and continuity of care • Collaborate with customer stakeholders to support adoption of standardized clinical workflows, escalation pathways, and best practices across acute care settings • Provide clinical guidance and workflow expertise to support organizational change management and user adoption initiatives • Partner with internal teams to ensure customer feedback, clinical workflow insights, and frontline challenges are incorporated into ongoing process and solution improvements • Facilitate ongoing customer discussions and workflow reviews to evaluate clinical adoption, customer goals, and opportunities for continued improvement • Build strong relationships with clinical stakeholders and support long-term partnerships through collaboration, education, and trusted clinical engagement • Contribute to the development of clinical best practices, customer education resources, and technology-enabled workflow strategies that support improved care coordination, patient progression, and healthcare delivery outcomes • Promote a culture of continuous improvement focused on enhancing patient care delivery, interdisciplinary collaboration, and measurable customer outcomes

• Act as a support resource and secondary point of contact for assigned customers, working closely with designated Payer and Partner Customer Success Managers to ensure seamless service delivery. • Collaborate with the cross-functional teams to resolve customer issues and ensure a seamless customer and member experience. • Participate actively in customer meetings under the direction of the Payer Customer Success Managers, coordinating, supporting and addressing customer needs and concerns. • Assist in the creation and maintenance of project management documentation such as Gainsight and Asana Customer Dashboards, ensuring adherence to client deadlines, internal team SLAs, and providing regular updates to CSMs and customers. • Maintain accurate customer information in Spring Health Admin, including detailed notes and auditing to ensure precise setup. • Investigate and resolve member issues, collaborating with respective Payer CSMs on resolution steps and providing comprehensive, detailed follow up. • Track and maintain all cross-functional requests, i.e. reporting, marketing, invoicing, product/engineering, and clinical support requirements meticulously, ensuring timely delivery to the assigned CSM for action. • Compile Quarterly Business Review (QBR) slide decks by extracting data from Looker and other relevant sources, providing insights into customer performance, and contributing to the CSM’s report narrative. • Coordinate the preparation and distribution of member marketing materials, including organizing customer events and attending Spring Virtual Events, where applicable. • Building relationships through collaboration across departments, including product, operations, data science, and marketing, to ensure a holistic approach to customer success. • Act as key support of the customer relationship continuity by managing incoming client requests, escalations, and updates in the account owner’s absence • Assists in coordinating transition planning, documentation, and communication to ensure minimal disruption to the customer support or member experience during account transitions • Manage open tickets efficiently, ensuring deadlines are met and contributing to reporting updates and enhancements to drive overall team success. • Up to 15% travel time

• Perform initial onboarding of accounts with enterprise level customers, ensuring adoption and ongoing engagement throughout the customer's lifecycle • Partner with a cross-functional account team to develop a territory plan that maximizes customer satisfaction, retention, and expansion • Develop and execute a data-driven enablement strategy that increases customer adoption, showcases product value, and strengthens customer relationships • Be the Smartsheet expert providing guidance to allow customers to create impact and increase collaboration across their organization and with external parties • Perform periodic customer success reviews that confirm satisfaction, resolve issues with the help of the Technical Support team, and expand Smartsheet use throughout the account • Implement and share best practices to ensure customers are realizing the greatest possible value from Smartsheet • Use usage patterns to gain insights, provide guidance and increase customer adoption and satisfaction • Be the primary interface to manage and resolve critical situations • Work with the Sales, Training and Professional Services teams to identify new opportunities to expand customer use of Smartsheet • Provide expert customer insight to Product Management, Marketing and Sales on innovation and continuous improvement opportunities • Exceed all performance targets, including maintaining high retention and growth rates • Perform other duties as assigned