Role Description The Customer Success Manager (CSM) is accountable for an assigned portfolio of clients and their engagement processes and solution delivery through all phases of on-boarding and implementation. The CSM may also be accountable for project management support of existing accounts or implementation management of new accounts or expansions within current accounts. The CSM serves as a Trusted Advisor to clients by understanding the client’s goals, planning, and controlling delivery, mitigating risks and constraints, and expertly communicating internally and with clients to meet or exceed client requirements. The CSM develops successful client partnerships that result in high client satisfaction, retention, and growth. Through influential leadership in a matrixed environment, the CSM builds and leads diverse high-performing teams across Vatica Health, the client, and vendor partners. The CSM makes significant contributions to client engagement and solution delivery best practices. Responsibilities - Serve as a Trusted Advisor and directly lead or support client relationships, engagement, and implementation delivery. - Identify and develop partnership opportunities with clients; document client requirements, success criteria, and supporting solutions in contract documents. - Develop and execute detailed on-boarding/implementation plans and communication plans including client metrics of success and risk identification and mitigation, in partnership with clients, operational partners, and vendor partners. - Build PowerPoint decks for client presentations (QBR’s, kick-offs, status meetings). - Facilitate joint client-Vatica Health leadership committees to ensure senior leadership alignment, long-term planning and development, strategic and tactical account and implementation review, and effective escalation and issue resolution. - Deliver successful client partnerships that result in high client satisfaction, retention, and growth. - Forecast and track key account metrics (e.g. visit activity, provider adoption, sales stats). - Lead, through influence in a matrixed environment, teams comprised of members from Vatica Health functional groups, the client, and vendor partners. - Deliver and ensure client training on Vatica Health tools, processes, and reports. - Support operational and financial plans and maintain actuals and forecasts. - Serve as the Voice of Client by seeking ad-hoc and formalized feedback to gauge client satisfaction and identify areas for engagement, tool, and solution improvement. - Design and develop best practices in client engagement and implementation to deliver industry-leading client experience. Qualifications - 4+ years in a healthcare client facing role with progressive experience. - 4+ years leading complex projects. - Healthcare experience required; required experience in Risk Adjustment, Quality of Care. - Strong project performance analysis and strategic PowerPoint deck building skills. - Outstanding customer service skills. - Experience organizing, analyzing and presenting data. - Strong ability to learn at a fast pace, apply knowledge and be consultative. - Strong computer (including Microsoft Office), grammar and multi-tasking skills. - Strong attention to detail, time management, and decision-making skills. - Ability to work with significant independence and minimal supervision. - Ability to travel during the week. Benefits - Competitive salary based on your experience and skills – we believe the top talent deserves the top dollar. - Bonus Potential (based on role and is discretionary) – if you go above and beyond, you should be rewarded. - 401k plans – we want to empower you to prepare for your future. - Room for growth and advancement – we love our employees and want to develop within. - Comprehensive Medical, Dental, and Vision insurance plans. - Tax-free Dependent Care Account. - Life insurance, short-term, and long-term disability. - Excellent PTO policy (everyone deserves a vacation now and then). - Great work-life balance environment – We believe family comes first! - Strong supportive teams – There is always a helping hand when you need it.

• Working alongside the Head of Customer Success, you will get to lead, coach, and support a team of Customer Success Managers to meet performance and growth targets. • Define team priorities and processes to ensure clients receive proactive, timely and strategic support. • Run regular 1:1s, feedback sessions to track individual performance. • Monitor and support the execution of client expansion strategies. • Help the team identify revenue opportunities and ensure consistent delivery against revenue targets. • Track and report key performance metrics. • Oversee the portfolio health of accounts managed by CSMs and support in planning risk mitigation strategies. • Support team to achieve targets for logo churn and revenue retention. • Create frameworks to help the team proactively address pain points before they escalate. • Improve team workflows to ensure consistency in onboarding, account management, and client communication. • Lead team capacity planning and ensure scalable coverage of a growing client base. • Support in the implementation of playbooks and best practices for client segmentation, and success planning. • Partner with the Head of Customer Success on team planning, strategy, and reporting. • Act as the operational bridge between CSMs and internal teams. • Communicate and track customer feedback and insights to inform product and service improvements.

• Seamless Onboarding: Guide new customers through the onboarding process, ensuring a smooth transition and quick adoption of RemotePass. • Strategic Relationship Management: Build and nurture strong connections with key stakeholders, acting as a trusted partner to help them achieve their goals. • Customer Advocacy: Serve as the primary contact for customers, addressing inquiries and ensuring swift resolution of issues. • Proactive Account Management: Monitor account health and engage customers to identify and implement opportunities for enhancement and growth. • Insight-Driven Feedback: Collect and analyze customer feedback to provide actionable insights that shape product development. • Retention and Growth Leadership: Drive customer loyalty and uncover opportunities for upselling or cross-selling RemotePass services. • Cross-department Collaboration: Collaborate with Sales, Operations, Product, and Engineering teams to deliver an exceptional customer experience while supporting growth and retention objectives. • Value Optimization: Foster business growth and profitability by ensuring customers realize the full value of RemotePass's services.

• 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.