• Drive renewals across the LATAM region • Ensure customer satisfaction and high NPS through faculty and student engagement • Drive customer outcomes through usage, adoption, and strong implementation • Be the trusted partner for our customers • Build engagement plans for key accounts • Review plans for alignment during the year • Develop creative initiatives to strengthen satisfaction and increase usage • Monitor adoption metrics and proactively track usage • Monitor the renewals pipeline and targets • Identify risks early and develop plans to strengthen satisfaction and usage • Identify upsell and cross-sell opportunities

• Promote KlearNow usage across assigned accounts throughout the US and Canada, focusing on measurable business outcomes and ROI. • Translate KlearNow features and capabilities into client-specific business benefits and use cases. • Build ROI cases, executive narratives, and business cases that drive adoption and executive buy-in. • Lead Quarterly Business Reviews (QBRs) that connect KlearNow platform performance to customer trade operations outcomes. • Cultivate senior-level relationships across business units to align KlearNow with strategic goals and digital transformation roadmaps. • Serve as the client-facing liaison for executive stakeholders, providing guidance and aligning technology with business priorities. • Maintain and grow partnerships that position KlearNow as a preferred enabler for transformation initiatives. • Own the full commercial lifecycle post-sale: adoption, renewal, and expansion. • Identify, qualify, and pursue expansion opportunities across teams and business units to increase footprint and wallet share. • Negotiate renewals and contract expansions in partnership with Sales leadership. • Set, measure, and report KPIs (adoption, ROI, revenue share, and others) to stakeholders and leadership. • Monitor and maintain account health scores; own escalation and recovery plans for at-risk accounts. • Oversee timelines, deliverables, and stakeholder communication for high-impact client initiatives. • Bring client feedback and requirements into product planning and cross-functional strategy to ensure KlearNow evolves with user needs. • Serve as a subject matter resource on customers' trade compliance workflows — broker operations, entry types, IEEPA/tariff implications, and HTS classification needs. • Coordinate with Engineering and Operations on platform escalations that affect your accounts

• Personally onboard and support every provider in the initial Alpha cohort — handle every inbound question manually for the first 6–8 weeks to build deep product and customer intuition. • Record and transcribe every provider call to build a structured question taxonomy that will serve as the foundation of the AI agent knowledge base. • Own the AI CS agent corpus: structure and synthesize rotating engineer inputs weekly, prune and publish the knowledge base, and evaluate agent responses for accuracy and PHI compliance. • Comfortable owning the AI agent corpus as a product artifact — this is a content and systems ownership function, not just a tooling decision. • Define and document the PHI routing protocol before the first provider is onboarded — establishing clear rules for what routes to AI, what routes to a human, and what requires immediate clinical escalation. • Identify and onboard a licensed clinical consultant (LCSW, LPC, or LMFT) on retainer within 30–60 days post-launch to serve as the escalation path for red-line clinical accuracy events. • Build the Nitro CS runbook, CE rotation handoff documentation, trust-repair scripts, and provider communication playbook — documenting in real time, not after the fact. • Own the long-term CS strategy: develop the hiring and integration plan, team structure, metrics framework (CSAT, resolution rate, retention), and CS tool stack decisions. • Exchange learnings on best practices with Customer Success Learning and Enablement team to ensure AI knowledge base strategies and AI knowledge protocols are aligned. • Lead AI CS agent platform evaluation at Week 4 and manage deployment at Week 6–8 using the question taxonomy built through direct provider interactions. • Partner with the GTM / Growth Lead on referral generation, surfacing provider satisfaction signals and identifying optimal moments to request introductions. • Ensure all CS operations and provider interactions maintain strict HIPAA compliance, with particular sensitivity to PHI handling in a mental health documentation context.

• Drive Customer Value & Growth • Ensure every customer experiences consistent, high-quality engagement throughout their lifecycle. • Partner with Sales, Renewals, and Services leadership to drive adoption, retention, and expansion across the customer base. • Model and coach a cohesive account team approach — ensuring CSMs, TAMs, Account Executives, and Renewal Managers operate as a unified team aligned on customer outcomes. • Provide executive sponsorship for strategic accounts and serve as a trusted advisor to C-level customer stakeholders. • Cultivate Deep Product Expertise • Uphold one of the hallmarks of Highspot’s Customer Success team by developing and maintaining deep knowledge of our platform and its integrations within customer environments. • Ensure the CSM organization is equipped to provide best practices, training, and guidance that maximize customer value and adoption. • Champion product expertise as a differentiator, reinforcing credibility and trust with customers at every level. • Foster a High-Performance Culture • Lead with a people-first mindset — genuinely investing in the development, wellbeing, and career growth of every member of your team. • Hire, coach, and develop top talent at every level of the CSM org, leading with high emotional intelligence and self-awareness. • Set and uphold high performance and engagement standards, balancing accountability with empathy. • Cultivate a culture that embodies Highspot’s guiding principles, especially “Enjoy the Ride.” • Drive Commercial Impact & Retention • Lead a team in owning and exceeding a dedicated customer retention target for your assigned strategic portfolio. • Drive adoption of MEDDPICC sales methodology. • Ensure your CSMs run proactive renewal validation — confirming stakeholder alignment, surfacing risk, and documenting customer value — in close partnership with their Renewal Managers. • Maintain forecasting accuracy for renewals and expansion, providing reliable, data-driven insights to leadership. • Drive your CSMs to surface and qualify expansion opportunities in partnership with Account Executives who own the commercial relationship, stepping in to support key deals as needed. • Collaborate Cross-Functionally • Partner with Product leadership to channel customer insights into product strategy and innovation. • Work with Marketing and Sales to align on customer advocacy, referenceability, and expansion opportunities. • Collaborate with Operations and Analytics to ensure data-driven decision-making across the CSM function. • Lead & Scale the Organization • Build and inspire a segment-focused Customer Success team that sets the standard for excellence across Enterprise and Strategic accounts. • Implement scalable processes, tools, and metrics that drive efficiency, consistency, and predictable outcomes. • Develop the leadership bench within the CSM org, ensuring succession planning and long-term organizational strength.