• Provide "White Glove" customer service to ensure that we're providing customers with an excellent Onboarding experience • Manage implementation and onboarding of all new and renewing partners • Understand and anticipate customer's needs • Identify decision makers, stakeholders, and users for the customer • Deliver engaging, comprehensive trainings to customers and ensure customer readiness to go live • Develop product knowledge expertise in order to guide customers to realize value quickly • Project manage new client implementations via email, phone, and web-based tools • Track implementation tasks against a schedule and coordinate with internal staff to ensure goals are met on a timely basis • Take a proactive data driven approach by ensuring that customer adoption and usage metrics track with expectations. • Identify churn risks and develop proactive plans to increase customer retention. • Conduct onboarding webinars for multiple customers with expert presentation skills. • Performance will be measured by overall customer satisfaction metrics as well as retention rates. • Work closely with our sales team to manage the life of our accounts post-sale through renewal- Answer or delegate ongoing questions from clients. • Provide ongoing feedback to the Implementation team lead and department head on ways to improve client onboarding and implementation success • Work with the Support and development teams on improving the product based on customer feedback • High level customer support and communication. Must be comfortable answering customer questions and guiding them to answers.

• Owning and managing assigned health plan accounts, serving as the primary point of contact for customer success and relationship management. • Building strong, trusted relationships with client stakeholders, including navigating difficult conversations and escalations with professionalism and tact. • Coordinating cross‑functionally with Engineering, Product, Technical Account Management, and other internal teams to shepherd issues through resolution. • Tracking and managing complex client issues, ensuring accountability, progress, and timely outcomes even when direct ownership sits with another team. • Driving customer satisfaction, retention, and long‑term success by proactively identifying risks and opportunities within assigned accounts. • Identifying opportunities to expand value and protect recurring revenue, partnering with internal teams as needed (non‑quota carrying). • Representing the customer internally and ensuring alignment between client needs and organizational priorities.

• Strategic Onboarding & Implementation: Take full ownership of the relationship to onboard and implement strategic accounts as quickly and smoothly as possible. Partner with clients to minimize time-to-value and ensure absolute alignment between their strategic goals and Canary's product capabilities. • Cross-Functional Collaboration: Work hand in hand with our Product and Engineering teams to navigate technical workflows and ensure a seamless, frictionless implementation process for complex accounts. • Team Leadership & Mentorship: Help coach and develop other members of the EMEA customer success team, sharing best practices and elevating the team's overall performance. • Process Optimization: Collaborate with the Director of Customer Success, Customer Success Implementation Team Lead and EMEA Product teams to implement new onboarding processes and specialized workflows tailored specifically to the needs of strategic accounts within the EMEA region. • Lifecycle & Account Management: Act as the dedicated Customer Success Manager once accounts are live. Seamlessly guide customers through pilot phases into full contracts, ensuring long-term retention and satisfaction. • Portfolio Growth: Own a strategic book of business, acting as a trusted advisor to identify pain points, unlock cross-sell opportunities, and partner with Sales to expand revenue. • Product Expertise: Deeply understand Canary’s products, both current and future, to effectively communicate their value and impact to enterprise-level clients. • Location: Ideally located in Barcelona, Spain (preferred, but not compulsory). • Travel: Willingness to travel regionally as needed to conduct in-person strategic alignments or business reviews with high-value accounts.

• Serve as the strategic owner of assigned global strategic accounts. • Quarterback across work streams and coordinate with Implementation Manager and Sales. • Lead strategic account planning and develop success plans. • Conduct regular executive business reviews and provide insights. • Ensure smooth transitions from deployment to adoption. • Monitor product usage and adoption across large portfolios. • Partner with Sales to uncover and execute expansion opportunities. • Advocate for customer needs internally by partnering with Product, Engineering, and Support teams. • Promote customer advocacy and transform satisfied brands into champions of Canary.