Role Description The Director, Customer Success is responsible for managing assigned customers and supporting all aspects of customer management activities. This role is accountable for customer satisfaction and value realization as measured by gross and net revenue targets, contract renewal, and referrals for expansion opportunities. The Director, Customer Success will collaborate with colleagues from Customer Success, Sales, Support, Implementation, Product Management, Development, and Marketing, as appropriate, to serve the needs of customers. - Adopt and utilize resources provided to proactively monitor and manage customer outcomes and success, including: - Gainsight - Salesforce - FinThrive Analytics - Capture and track customer value metrics and targets to demonstrate achievement of metrics/results and return on investment (ROI). - Create an account plan and customer growth strategy in collaboration with Sales Executives. - Internally document at-risk mitigation plans. - Provide leadership with regular updates on assigned customer status, leveraging internal tools to support red/yellow/green status reporting. - Own the role of Director, Customer Success as a key driver of customer satisfaction and performance. - Accept responsibility and accountability for responding to all assigned customer issues and tasks. - Take full responsibility for the account in customer satisfaction, communication, and escalation when needed. - Assure satisfaction among customer groups by monitoring and responding appropriately to outcomes and feedback. - Identify opportunities for operational and process improvements related to utilization and integration. - Manage all renewals and maintain accurate listings of contract expiration dates and notification requirements. - Protect existing revenue through monthly analysis of revenue variances. - Serve as the internal escalation point for issues regarding customer contracts or invoices. - Conduct annual reviews and quarterly pulse checks with customers. - Maintain a full understanding of internal control requirements within the area of responsibility and ensure proper change management protocols are followed. - Meet and exceed quarterly and annual customer revenue targets. - Comply with the renewal process and meet or exceed annual renewal targets. - Identify growth opportunities within the assigned customer base. - Secure and increase customer references. - Foster high response rates and positive KLAS and Net Promoter Score (NPS) results. - Ensure customer satisfaction, including ownership of value realization communication and management of customer expectations through primarily remote engagement with limited travel. - Manage escalations from assigned customers. Qualifications - Bachelor’s degree. - 3+ years of experience in Customer Success leadership, or within the revenue cycle management (RCM) function of a hospital. - Executive presence and strong presentation skills. - Ability to work autonomously, independently, and collaboratively within a team. - Strong written and verbal communication skills with the ability to synthesize complex issues into clear, simple messages. - Experience interfacing with both internal team members and external customers as part of a solutions-based team. - Proficiency in MS Office (Outlook, Word, Excel, PowerPoint). - Proactive self-starter with ownership mentality and strong drive. - Collaborative team player and quick learner. - Willingness to travel up to 40-60%. Requirements - Experience in healthcare revenue cycle management (RCM). - Knowledge of FinThrive products and services or competitive solutions. - Strong understanding of the healthcare industry, specifically revenue cycle management. - Experience using Gainsight. - Involvement with HFMA. Benefits - FinThrive is committed to continually enhancing the colleague experience by actively seeking new perks and benefits. - For the most up-to-date offerings visit finthrive.com/careers-benefits.

• Oversees and leads the development/deployment of key strategic digital product/solutions for EVERSANA • Ensures target business benefits as part of EVERSANA’s digital growth strategy that these solutions deliver • Responsible for senior executive engagement and reporting on the state and performance of initiatives • Strategic partner to EVERSANA ESS clients connecting the dots across the organization • Activating the appropriate teams and capabilities to help wedge in additional services over time • Ensure flawless execution of our EVERSANA ESS activities • Lead development and execution of the EVERSANA ESS Sales & Marketing plan in partnership with commercial marketing • Strategically partners with Agency account and EVERSANA new business teams to drive EVERSANA ESS awareness and sales • Assist in new business pitch preparation and presentations • Lead Affinity Marketplace SOW Addendums workstream and supports SVP in Affinity data partnerships • Leads Omnichannel Advisory Council management and customer engagements • Supports and informs prospective client targeting efforts • Acts as 3rd party Media vendor and internal media team liaison • Marketing contributor to omnichannel engine product roadmap • Supports creation of new standard operating procedures for product implementation and handoff process • Partners with account, strategy, PMO across Divisions and Service Lines and omnichannel implementation and product teams to define project approach and plan • Oversees work plans/timelines and communicates revisions as necessary

• Work with a Director, Senior Director, and/or Executive Director of Biostatistics, Statistical Operations, or Biometrics to manage clinical trial programs/projects from one or multiple clients • Provide day-to-day technical and operational leadership to project teams supporting these programs/projects • Coach, mentor, develop, provide technical review, and provide advice and expertise to direct subordinate Biostatisticians and Statistical Programmers • Perform semi-annual and annual performance review and develop developmental plans • Lead statistical and programming teams, interact with clients and/or Everest internal project leaders

• Work in an integrated planning, cost, and risk environment to optimize resource use • Ensure scheduling methodology is followed in developing the project schedule • Develop Project Milestone and Progress tracking baselines • Assess subcontractor compliance with scheduling methodology • Contribute to the development of Work Breakdown Structure • Perform analysis of schedule data and identify trends • Communicate and collaborate with internal and external clients on the project schedule • Contribute to the coaching and mentoring of the planning team • Lead schedule reporting and forecast updates • Analyze resource requirements and impacts on the schedule