• Develop and maintain strong relationships with key customer stakeholders, working to develop strategic plans that align with their business objectives, driving mutual success and growth. • Stay abreast of product updates and features, providing customers with insights on how to leverage our solutions to meet their unique needs. • Proactively identify and address customer issues, collaborating with internal teams to ensure swift and effective problem resolution. • Gather customer feedback and insights, advocating for customer needs within the organization to drive product improvements. • Conduct 1:many sessions to empower customers to maximize the value of our products/services, offering ongoing education and support (including live webinars, email outreaches, community content, and more…) • Collaborate with customers to maximize the value they derive from our products/services, ensuring that our solutions continue to meet and exceed their expectations over time. • Identify and execute opportunities for account expansion, whether through upselling or cross-selling additional products or services, providing customers with a comprehensive and integrated solution to meet their needs.

• Owning and managing assigned health plan accounts, serving as the primary point of contact for customer success and relationship management • Building strong, trusted relationships with client stakeholders, including navigating difficult conversations and escalations with professionalism and tact • Coordinating cross‑functionally with Engineering, Product, Technical Account Management, and other internal teams to shepherd issues through resolution • Tracking and managing complex client issues, ensuring accountability, progress, and timely outcomes even when direct ownership sits with another team • Driving customer satisfaction, retention, and long‑term success by proactively identifying risks and opportunities within assigned accounts • Identifying opportunities to expand value and protect recurring revenue, partnering with internal teams as needed (non‑quota carrying) • Representing the customer internally and ensuring alignment between client needs and organizational priorities

• Create Shared Value • Understand the return on investment (ROI) your accounts expect to receive from their RelativityOne subscription and, in collaboration with the assigned Account Executive, build Success Plans to ensure this ROI is achieved. • Identify and record “Verified Outcomes” (wins) when ROI is confirmed by the account. • Plan and deliver Executive Business Reviews to align with account and Relativity leadership on achieved and targeted ROI. • Represent the customer’s voice back to Relativity, proactively utilizing “feedback loop” processes to foster a company-wide culture of customer success. • Regularly analyze customer usage and account health to reduce any renewal risk or product churn while identifying potential up-sell opportunities. • Mentor and support junior team members. • Innovate New Success Motions. • Work with Customer Success leadership teams to help build new offerings and playbooks. • Propose and create new repeatable playbooks to address newly identified ROI opportunities and utilization blockers. • Orchestrate Across Departments. • Project manage complex plans, such as onboarding new products across geographies or enabling account success with non-standard use cases. • Engage accounts with Relativity subject matter experts and executives to address concerns and build deep, multi-threaded engagements.

• Collaborate with management to define the ideal profile for prospective partners • Conduct research and screening to identify, qualify, and secure potential partners that align with the target profile • Develop a compelling business proposition to gain commitment from qualified partners for engagement and productivity • Prior to contract finalization, create a joint business plan, including sales targets • Maintain a robust pipeline of qualified prospective partners to consistently meet established recruitment goals • Conduct monthly partner alignment sessions to review pipelines, perform win/loss analyses, and formulate account penetration strategies to generate new sales opportunities • Engage relevant internal resources (e.g., direct sales, product, marketing) to support partnership objectives and sales opportunities • Drive the onboarding and activation of new partners, focusing on enabling, equipping, and motivating their teams to sell, market, deploy, and support the PNM offering • Work with top-performing and high-potential partners to develop annual joint business plans detailing strategies and activities for meeting revenue goals • Review and assess the progress of annual plans during partner-facing quarterly business reviews, making necessary adjustments • Provide internal functions (e.g., sales, product, marketing) with feedback on tools and programs based on partner and market insights • Support field marketing activities, such as staffing trade show booths or delivering sales presentations