• Manage overall relationships with assigned customers, ensuring adoption, retention, and renewals. • Develop multi-purpose relationships throughout customer organizations. • Develop and execute Customer Success Plans to establish critical goals and help customers achieve their business objectives and strategic goals. • Measure and monitor customers’ progress against key performance indicators, reporting internally and to customer stakeholders. • Facilitate regular meetings (weekly/monthly/quarterly/bi-annually/annually) with customers to review program statuses following the right governance at different stakeholder levels. • Own and drive strategic engagements with decision makers during regular business reviews. • Serve as a trusted advisor to customers, driving continued value from our products and services. • Collaborate with internal teams (Account Management, Professional Services, Education, SME) to identify opportunities for further adoption of our solutions. • Identify and develop expansion opportunities within existing accounts. • Develop a strong internal network across the entire internal ecosystem. • Advocate for customer needs across departments and manage resolutions for escalated concerns. • Identify risks within accounts and take proactive measures to manage or resolve them efficiently. • Drive customers to take part in user groups and regional customer events. • Drive Customers to build staff training and develop a center of excellence. • Ensure customers achieve continuous ROI by consulting on workflows and aligning outcomes with business goals. • Gain and maintain sound knowledge in the OneStream platform and future product offerings. • Mentor newer members of team. • Collaborate with Customer Success colleagues across your region. • Utilize customer management tools to track communication, issues, and metrics.

• Drive Reg→Purchase conversion through triggered post-quiz, paywall-abandonment, and onboarding sequences across email, SMS, and web push. • Own first-purchase activation across the first 7 days. • Differentiate renewal sequences by plan tier (1 / 3 / 6 month). • Build pre-cancel intervention flows — pause offer, plan-switch, value reminder — using captured cancel reason. • Move the dial on month-1 rebill rate, the single most leveraged metric in our subscription economics. • Build the reactivation engine for the cancelled cohort — across email and SMS, personalized by cancel reason and tenure. • Recover revenue from a base that is currently dormant due to deliverability issues. • Own the CRM-driven path to add-on products (Resume Review, Resume Builder): timing, segmentation, copy, channel. • Lead the migration off our current ESP onto our chosen omnichannel platform (Maestra is the current candidate; Customer.io is the alternative). • Recover and maintain email domain reputation. • Stand up SMS as a first-class channel — including US compliance (TCPA, A2P 10DLC). • Stand up web push and orchestrate cross-channel flows (email → SMS → push cascades). • Implement incremental measurement with holdouts on every flow. We don't want activity reports — we want incremental revenue, attributable and defensible. • Expected Outcomes First 3 Months: Email deliverability restored to historical baseline. • Expected Outcomes First 3 Months: Reactivation campaign launched with measurable incremental conversion against a holdout. • Expected Outcomes First 3 Months: Differentiated renewal flows live for 1 / 3 / 6 month plans. • Expected Outcomes First 3 Months: Decision (signed off with engineering) on omnichannel platform: migrate to Maestra or alternative. • Expected Outcomes First 6 Months: SMS and web push live as ongoing production channels in lifecycle flows. • Expected Outcomes First 6 Months: Measurable lift in Reg→Purchase conversion via paywall-abandonment and post-registration triggered sequences. • Expected Outcomes First 6 Months: Measurable lift in month-1 rebill rate via differentiated and intervention flows. • Expected Outcomes First 6 Months: Add-on attach rate (Resume Review, Resume Builder) materially up via CRM-driven sales sequences. • Expected Outcomes First 6 Months: Per-flow incremental revenue reported weekly via proper holdout methodology. • Expected Outcomes 12 Months: CVM channel contributing as a top-3 incremental revenue source for the company. • Expected Outcomes 12 Months: Cross-channel lifecycle strategy (email + SMS + web push + iMessage/RCS as those channels mature in the US) live and documented. • Expected Outcomes 12 Months: Process documentation and tooling stable enough to remove key-person risk.

• Drive Reg→Purchase conversion through triggered post-quiz, paywall-abandonment, and onboarding sequences across email, SMS, and web push. • Own first-purchase activation across the first 7 days. • Differentiate renewal sequences by plan tier (1 / 3 / 6 month). • Build pre-cancel intervention flows — pause offer, plan-switch, value reminder — using captured cancel reason. • Move the dial on month-1 rebill rate, the single most leveraged metric in our subscription economics. • Build the reactivation engine for the cancelled cohort — across email and SMS, personalized by cancel reason and tenure. • Recover revenue from a base that is currently dormant due to deliverability issues. • Own the CRM-driven path to add-on products (Resume Review, Resume Builder): timing, segmentation, copy, channel. • Lead the migration off our current ESP onto our chosen omnichannel platform (Maestra is the current candidate; Customer.io is the alternative). • Recover and maintain email domain reputation. • Stand up SMS as a first-class channel — including US compliance (TCPA, A2P 10DLC). • Stand up web push and orchestrate cross-channel flows (email → SMS → push cascades). • Implement incremental measurement with holdouts on every flow. We don't want activity reports — we want incremental revenue, attributable and defensible. • Expected Outcomes for First 3, 6, and 12 Months with specific measurable lifts and documentation.

• Drive Reg→Purchase conversion through triggered post-quiz, paywall-abandonment, and onboarding sequences across email, SMS, and web push. • Own first-purchase activation across the first 7 days. • Differentiate renewal sequences by plan tier (1 / 3 / 6 month). • Build pre-cancel intervention flows — pause offer, plan-switch, value reminder — using captured cancel reason. • Move the dial on month-1 rebill rate, the single most leveraged metric in our subscription economics. • Build the reactivation engine for the cancelled cohort — across email and SMS, personalized by cancel reason and tenure. • Recover revenue from a base that is currently dormant due to deliverability issues. • Own the CRM-driven path to add-on products (Resume Review, Resume Builder): timing, segmentation, copy, channel. • Lead the migration off our current ESP onto our chosen omnichannel platform (Maestra is the current candidate; Customer.io is the alternative). • Recover and maintain email domain reputation. • Stand up SMS as a first-class channel — including US compliance (TCPA, A2P 10DLC). • Stand up web push and orchestrate cross-channel flows (email → SMS → push cascades). • Implement incremental measurement with holdouts on every flow. We don't want activity reports — we want incremental revenue, attributable and defensible.