• Ensure that our customers realize the full value of the products and services they have purchased from Proofpoint, ultimately maximizing renewals and add-on transactions. • Guide customers through each phase of their Proofpoint journey, serving as a trusted advisor through specific activities aimed at providing realized value from their partnership with us. • Create and maintain Customer Success Plans (CSP) for each of your customers that align with their strategic goals and leverages language meaningful to them. • Secure approval from your customers’ decision makers on the CSP’s content and timeline. • Meet regularly with customers for health checks to review product adoption and provide them with specific, actionable guidance on how they can get more value from what they already own. • Be a relentless advocate for customers to help ensure that Proofpoint deployments are successful. • Consistently gather feedback to identify trends and acting as the voice of the customer, provide that structured feedback to product management. • Identify At Risk customers that are not achieving their desired outcome and as needed, lead cross-functional efforts to get those customers back on track. • Engage appropriate team members from cross functional groups such as Sales, Marketing, Engineering, Support, and Professional Services to help address underlying causes of churn and dissatisfaction. • Learn and document your customers’ environment to ensure their success with the current tech stack and identify opportunities for new solutions to address their pain points or help them exploit new markets.

• Commercial Ownership (Renewals & Expansion) - Directly accountable for Net Revenue Retentions (NRR), renewal forecast accuracy, expansion pipeline progressions across assigned accounts, and account retention. • Drive expansion strategy and deal orchestration, partnering with Sales where required. • Identify, qualify, and progress expansion opportunities based on customer value realization, not feature adoption. • Maintain a forward-looking account growth plan tied to customer business priorities. • Executive Relationship & Value Leadership - Serve as the primary executive contact for customer leadership (VP, SVP, C-suite). • Lead executive QBRs focused on outcomes, ROI, and strategic roadmap alignment. • Articulate value in the language of cost efficiency, quality improvement, clinical outcomes, operational scalability. • Ensure value realization narratives directly support renewal and expansion decisions. • Build trust by demonstrating deep understanding of payer, provider, and healthcare operations. • Strategic Account Management - Own the account strategy, including stakeholder mapping, success plans, and risk mitigation. • Accountable for ensuring delivery outcomes, aligned to contractual commitments and executive expectations, including surfacing risks early and driving corrective actions through delivery teams. • Translate customer goals into clear priorities for internal teams. • Partner with Customer Engineering Managers (CEMs) to ensure delivery aligns to promised outcomes — without micromanaging execution. • Proactively surface churn risk with documented mitigation plans. • Own account health through disciplined operating rhythms including QBRs. exec touchpoints, risk reviews, and documented success plans • Cross-Functional Leadership - Act as the executive quarterback across Product, Engineering, Analytics, and Delivery for assigned accounts. • Influence roadmap conversations using customer insights and market context. • Ensure tight internal alignment on commitments, value delivery, and account health. • Insight, Analytics & Storytelling - Use data, analytics, and outcomes evidence to prove value delivered, support renewal justification, and enable expansion conversations. • Translate complex analytics, clinical insights, and operational metrics into clear executive narratives. • Present confidently to senior customer leadership with structured, concise recommendations.

• As Client Success Manager, you are a senior, client-facing leader and core member of the Trialfacts Leadership Team. • You own client outcomes end-to-end across active clients in the US and Australia, leading the team responsible for delivery, expectation-setting, escalation management, and internal coordination. • This is not a reactive support role. You set direction, guide teams, and work proactively with clients to drive strong outcomes, consistency, and trust. • You’ll work closely with Sales, Operations, Tech, and Leadership to ensure delivery quality, retention, and long-term client success.

• Own client outcomes end-to-end across active clients in the US and Australia • Lead the team responsible for delivery, expectation-setting, escalation management, and internal coordination. • Set direction, guide teams, and work proactively with clients to drive strong outcomes, consistency, and trust. • Work closely with Sales, Operations, Tech, and Leadership to ensure delivery quality, retention, and long-term client success.