• 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.

• Own and manage a portfolio of high-touch, high-value, enterprise accounts, ensuring that customers achieve their desired business outcomes through proactive engagement. • Partner with customers and executive stakeholders to understand critical goals, challenges, and key performance indicators. • Partner cross-departmentally to advocate and act as the voice of the customer internally. • Drive adoption and retention efforts by working closely with customers to identify success metrics and build strategic plans aligned with their business goals. • Foster trusted relationships with key decision makers by delivering expert recommendations on best practices, workflows, and technical solutions. • Establish and manage Centers of Excellence within customer organizations, fostering collaboration across multiple stakeholder groups to ensure alignment and drive enterprise-wide success. • Lead recurring business reviews with customer stakeholders and executives to track progress against their goals, discuss future vision planning, and highlight additional opportunities for growth and value. • Leverage in-depth knowledge of the Apple ecosystem and Jamf’s solutions to guide customers on optimal deployment and adoption strategies to maximize their value and ensure successful outcomes. Analyze customer health metrics and implement risk mitigation strategies to help retain and grow a book of business, ensuring continued engagement and investment into Jamf. • Promote growth opportunities by identifying and facilitating upsell or expansion conversations within your accounts, in collaboration and alignment with your account sales representatives. Demonstrate relentless commitment as a customer advocate by promoting customer needs/issues cross-departmentally. Drive engagement with customer stakeholders to track and record progress on their goals and value metrics. • Demonstrate relentless commitment as a customer advocate by promoting customer needs/issues cross-departmentally. Drive engagement with customer stakeholders to track and record progress on their goals and value metrics.