• Leading, coaching, and developing the Customer Success Managers and Analysts. Hiring, growing, and getting the best out of each of them. This is the heart of the job. • Owning the entire customer book. Your team manages sections day to day; every account rolls up to you, and you stay close to the ones that matter most. • Owning gross dollar retention (GDR), the number you are measured on: customer health, success plans, interventions, and quarterbacking every renewal. Sales runs the commercial close; you run the retention play behind it. • Reading retention risk before it surfaces in a renewal, mobilizing to fix it, and giving Sales and Finance a read they can fold into the forecast they own. • Partnering with Sales on expansion: spotting and qualifying growth signals, handing them pipeline they can act on, and planning and running renewals together. • Being the voice of the customer inside Amperon: turning real usage and feedback into a direct line to Product and Markets & Technical Services. • Modernizing how the team works: sharpening health scoring, the retention motion, and the tooling, and bringing AI into the CS playbook as the business grows.

• Ownership over a defined book of business with operational freedom and support to drive customer success and outcomes • Own and collaborate on the overall customer lifecycle, including onboarding, cadence, expansion, and renewal • Negotiate and close customer contract renewals • Work jointly with Solutions Engineers, Data Consultants (sellers), to deliver the best customer experience possible • Identify and track key metrics around product consumption and identify opportunities for optimization and/or expansion • Develop trusted advisor relationships with each of your customers through your knowledge of their goals with data • Act as an escalation point for your customers and interface closely with others at People Data Labs to drive great customer outcomes

• 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