• Own the day-to-day client relationship across your assigned projects — acting as the primary point of contact for site teams, project managers, and senior stakeholders to ensure they are getting full value from the XYZ platform. • Drive on-site adoption of the XYZ platform — working directly with field teams to embed the service into daily workflows, remove adoption barriers, and ensure the product is genuinely improving how work gets done. • Be the bridge between site and senior leadership — translating on-the-ground performance, issues, and wins into clear reporting and insight for client Project Directors, Construction Directors, and VPs. • Identify risks to client satisfaction or adoption early — flagging issues proactively, coordinating with internal teams to resolve them, and maintaining a high standard of delivery across every project touchpoint. • Support commercial growth — contributing to account retention and expansion by building strong relationships, demonstrating measurable delivery impact, and partnering with the Commercial team on client conversations. • Feed real-world insight back into XYZ — sharing client feedback, site observations, and adoption patterns with Product, Operations, and Leadership to help shape how the platform and service evolves.

• Own the client relationship across your accounts — acting as the primary point of contact from onboarding through to long-term adoption, ensuring clients consistently feel the value of the XYZ platform and services. • Bridge the gap between field teams and client stakeholders — translating on-site performance and delivery data into meaningful conversations at every level, from site engineers to C-Suite. • Drive platform adoption and client engagement — identifying barriers, implementing structured improvement plans, and ensuring project teams are getting the maximum benefit from the XYZ service. • Build and grow a high-performing Customer Success team — developing individuals, establishing best practices, and creating a culture of client obsession as the function scales rapidly. • Partner with Commercial teams to support account retention and expansion — leveraging proven delivery performance and strong relationships to unlock growth within existing clients. • Feed client insight back into the business — translating real-world construction challenges and adoption patterns into actionable intelligence for Product, Operations, and Leadership teams.

• Own the day-to-day client relationship across your assigned projects — acting as the primary point of contact for site teams, project managers, and senior stakeholders to ensure they are getting full value from the XYZ platform. • Drive on-site adoption of the XYZ platform — working directly with field teams to embed the service into daily workflows, remove adoption barriers, and ensure the product is genuinely improving how work gets done. • Be the bridge between site and senior leadership — translating on-the-ground performance, issues, and wins into clear reporting and insight for client Project Directors, Construction Directors, and VPs. • Identify risks to client satisfaction or adoption early — flagging issues proactively, coordinating with internal teams to resolve them, and maintaining a high standard of delivery across every project touchpoint. • Support commercial growth — contributing to account retention and expansion by building strong relationships, demonstrating measurable delivery impact, and partnering with the Commercial team on client conversations. • Feed real-world insight back into XYZ — sharing client feedback, site observations, and adoption patterns with Product, Operations, and Leadership to help shape how the platform and service evolves.

Role Description You'll own customer outcomes from onboarding through long-term success. This is not a traditional customer success role. Instead, you'll work directly with CFOs, controllers, and revenue cycle leaders while partnering closely with Product, Engineering, and Sales. You will report directly to the Founder and CEO. You'll spend time in spreadsheets, data exports, reconciliations, implementation plans, customer calls, product reviews, and support escalations. Sometimes you'll help a CFO understand a revenue variance. Other times you'll work with Engineering to diagnose broken integrations, reconciliations that don't tie, and data questions that need answers tonight. Your primary responsibility is to ensure that every customer becomes a reference customer. This work takes sharp prioritization, active problem solving, and relentless follow-through. You are the customers' trusted advisor, helping customers improve how they operate while surfacing product gaps and solving issues. In practice, you'll: - Lead implementations from kickoff to first value - Drive integrations, configuration, validation, and stakeholder alignment - Support customers through critical moments like month-end close, audits, and board reporting - Identify and resolve risks before they become problems - Serve as the primary partner on how the company fits into the customer's business Every customer interaction should make the next customer more successful. In addition to solving issues for individual customers, you will build systems from that experience to improve quality and efficiency. In practice, you'll: - Build and cultivate deep, trust-based customer relationships, the most important asset - Reduce time-to-value through better onboarding processes and playbooks - Create customer health signals and operational metrics - Document and automate repeatable work - Partner with Product and Engineering on what gets built next Qualifications - Financially literate and credible with a CFO - Understanding of healthcare finance (charges, collections, net revenue, AR, write-offs, and reconciliations) - Background likely includes some combination of: - Early customer success, implementation, or delivery experience at a B2B SaaS company - Founder, operator, or consultant experience - Healthcare finance, revenue cycle, or operational experience - Experience building processes and systems in fast-growing environments Why This Role We're at an inflection point. The company is being pulled into new customers and partnerships faster than they can absorb them. This role lets them take on the next wave of customers without compromising the trust and quality that got them here, and turns bespoke work into a repeatable system.