• Own the post-sale success and satisfaction of approximately 10 medium and enterprise sized accounts. • Manage a portfolio of 10 medium and large accounts by designing strategic implementation frameworks and advising leadership on best practices for product integration. • Lead customer engagements, including monthly and quarterly business reviews and workshops, to establish clear objectives and demonstrate Pearl’s value. • Consult with provider leadership to re-engineer clinical and administrative workflows. • Analyze performance data to identify cost drivers and collaborate with provider partners to develop optimal strategies for referrals and care management.

• Cultivate and manage senior-level relationships within large health systems, serving as the primary point of accountability for account health and performance. • Partner with CS Operations and Growth teams to drive account expansion and secure contract renewals. • Develop strategic narratives that communicate Pearl's value and keep executive stakeholders informed and engaged. • Utilize your VBC expertise to partner effectively with internal teams as well as have accountability for the Customer’s performance. • Foster strong relationships with assigned Enterprise customers, driving platform adoption and providing performance coaching to optimize VBC program outcomes. • Use data-driven insights to identify cost drivers and work with partners to develop optimal referral, care management, and admission avoidance strategies. • Oversee the education and integration of Pearl's technology tools into customer workflows, ensuring seamless practice transformation. • Proactively resolve issues and create an exceptional experience for providers. • Collaborate with cross-functional teams such as Product, Performance Intelligence, Data Science, and ACO Operations to optimize provider performance and develop/implement remediation plans. • Work across the organization to guarantee successful implementation of critical projects for assigned customers.

• Manage a portfolio of 60-75 existing customer accounts • Work with end-users of the product on implementation, onboarding, product adoption, and renewals • Review customer metrics for product adoption, client satisfaction, and customer goals • Develop advanced knowledge of the customer, product, and industry • Contribute to internal projects that improve operational infrastructure • Work with product and engineering teams to create new product features that reflect the voice of our customers • Use AI tools (e.g., Claude) as part of your core CSM workflow so you arrive sharper, faster, and more customer-ready. • Look for ways to apply AI across your book and your own workflow, and share what works so the wider team benefits.

• Develop relationships with strategic customers, understand how their shops run, and what makes their business successful • Manage and check in proactively on a regular cadence to ensure customers maintain high NPS, are engaged, and have a high adoption of Shopmonkey’s offerings • Using Data to Drive depth within your book of business, make strategic recommendations, and a cadence of QBRs • Become a trusted advisor and advocate for customers’ stakeholders and executives • Managing the payments/billing and administration side of your Book of Business • Partnering with Commercial leaders to drive value-add upsells, cross-sells, and successful renewals for both growth and maintaining NRR • Remove adoption roadblocks by understanding challenges and recommending solutions, driving product value and stickiness • Become the voice of the customer, and represent customer use cases internally • Travel to customer location(s) for meetings with stakeholders and attend events/trade shows, as required