• Serve as the main contact for brokers and clients, ensuring timely, accurate support • Manage inquiries and resolve issues by partnering with Sales, Operations, Compliance, and other internal teams • Provide product and process guidance to brokers and clients throughout the transaction lifecycle • Monitor accounts to ensure timely processing of documentation, payments, and transactions • Identify opportunities to improve processes and participate in team or department projects

• Own one or more client accounts or a portfolio of accounts. • Build and sustain long-term partnerships, developing deep relationships with senior stakeholders and executive decision-makers. • Act as the primary strategic advisor clients turn to when complex business challenges arise. • Proactively identify, address, and escalate account risks, challenges, and relationship dependencies early. • Develop and advance comprehensive, long-term account strategies and partnership roadmaps to ensure sustained financial health. • Unlock the full potential of partnerships by identifying and advancing opportunities to expand client engagements. • Align cross-functional internal teams around a clear account strategy and shared client playbook. • Anticipate where client organizations are heading, positioning Incubeta as a forward-thinking leader. • Bring forward innovative ideas and technologies that help shape how Incubeta evolves its core products. • Lead, coordinate, and mobilize cross-functional delivery teams across project management, creative, data, and media.

• 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.