• Maintain a defined engagement cadence based on account tier (e.g., monthly for strategic accounts, quarterly for mid-tier), including proactive outreach, performance reviews, and expansion discussions. • Build multi-threaded relationships across legal, operations, and administrative stakeholders to reduce single-thread risk. • Drive organic expansion within the installed base by increasing: • Net new users within existing accounts (seat growth) • Net new office/branch/claim locations added inside current client relationships • Ensure account plans include clear expansion paths (who/where to expand, enablement plan, and next-step commitments • Onboarding training, and adoption milestones tied to new carrier launches/re-launches. • Drive improvements that increase utilization of all products within scope and client satisfaction. • Identify cross-sell opportunities for Field Sales. • Maintain clean CRM discipline and reporting, ensuring segment scorecards are accurate and actionable.

• The Client Success Manager (CSM) works with mid-to-large enterprise accounts across various industries. • Establish themselves as a trusted advisor to drive successful client experience and support renewal and growth. • Lead Drips clients to achieve success metrics laid out for each campaign and address various business challenges through use of Drips campaigns. • Responsible for leading day-to-day client communication across their portfolio and delivering insightful performance reporting and analysis. • Engage in some performance troubleshooting, while appropriately delegating deeper investigations. • Execute job responsibilities within the framework of Drips Core Values. • Become an expert at campaign strategy and best practices for Drips campaigns, guidance towards realistic goals and success measures. • Utilize internal tools such as Salesforce and Tableau for campaign performance trends. • Own delivery of recurring performance reporting for client campaigns. • Own day-to-day client-facing communication and build relationships across client organizations. • Review Client Health scoring on a weekly basis and lead adjustments or escalations where needed.

• Provide fast, effective service to clients • Maintain relationships with clients and carrier representatives • Assist in suggesting new lines of coverage • Analyze and compare current exposures for renewal marketing strategies • Manage marketing process, negotiate rates, and review quotes • Present proposals and bind coverage with carriers • Guide teams on coverage and quality standards • Respond to client inquiries and manage contracts

• Act as the main, day-to-day contact for clients • Prepare Applications and documents for submission • Perform Contract reviews for insurance requirements compliance • Prepare Certificates of Insurance, Invoices, Finance Agreements • Process Endorsements, Audits • Analyze and compare current exposures for marketing • Conduct marketing, negotiate rates, review quotes and coverages • Review and summarize marketing results, prepare proposals • Monitor and manage renewal marketing and bind process • Check binders, policies, endorsements, audits for accuracy • Prepare summaries/schedules of coverage for clients • Participate in the claims process, including submission and follow-up • Ensure financial aspects related to invoicing and premium financing are correct and timely • Maintain files in accordance with company policy and professional standards