• Strategic Ownership of Population Health and AI Platform Clients: Serve as the executive owner for a portfolio of strategic accounts, ensuring the continued success, retention, and expansion of Innovaccer’s population health platform while also driving adoption and successful delivery of the AI platform. • Platform Delivery and Adoption Leadership: Ensure successful deployment, operationalization, and scaling of the enterprise platform. Partner with client executives to embed platform into core operational workflows and enable scalable AI-driven transformation. • Account Growth: Build a partnership-focused account growth strategy and ensure region growth targets are achieved by expanding the scope of platform use and introducing new products to current customers • C-Suite Partnership: Serve as a trusted advisor to CIOs, CFOs, COOs, CMIOs, and CEOs. Translate Innovaccer’s population health and AI platform capabilities into boardroom-level discussions tied to ROI, operational efficiency, and strategic transformation. • Strategic Account Leadership: Own and deliver on CARR, ARR growth, churn reduction, NPS, and CSAT across both population health platform and AI platform accounts. • Delivery Accountability: Partner closely with delivery, product, engineering, and AI teams to ensure successful deployment and adoption of both the population health platform and AI platform. Ensure delivery execution meets client expectations and drives measurable outcomes. • Customer Success Leadership: Mentor and develop Customer Success Leaders to manage complex client relationships, ensuring they can effectively support both population health platform deployments and enterprise AI platform adoption. • Cross-Functional Alignment: Work closely with Sales, Product, Engineering, AI, and Delivery teams to align platform roadmap, delivery execution, and client success strategy. • Platform Adoption and Expansion: Drive expanded adoption across multiple domains, helping clients maximize value from the population health platform while expanding into AI platform to support broader enterprise transformation. • Executive Presence and Client Engagement: Maintain consistent executive engagement with client leadership, ensuring Innovaccer is positioned as a long-term strategic partner supporting both population health and AI platform initiatives.

• Manage a group of approximately 10 Customer Success Managers, ensuring they have the skills, tools, and confidence to excel in both pre- and post-sales engagements. • Ensure CSM-led engagements from product demos to adoption campaigns are persona-specific, data-driven, and tied to measurable outcomes. • Partner with sales leadership to prioritize accounts, align team resources, and ensure we’re driving impact where it matters most. • Build scalable playbooks, demo flows, and talk tracks for key personas, leveraging product usage data and GenAI adoption insights. • Work with Enablement, Marketing, and Product teams to align messaging, share customer feedback, and roll out new initiatives.

• Receive and document client escalations through various communication channels (phone, email, chat). • Investigate and assess the nature and severity of each escalation. • Collaborate with team members and relevant departments to gather necessary information to resolve the issue. • Work closely with clients to understand their concerns and expectations in order to reach a resolution. • Identify and implement appropriate solutions or escalate complex issues to higher-level support or management as needed. • Ensure timely resolution of client escalations while maintaining a high level of professionalism and courtesy. • Keep clients informed about the progress of their escalations and expected resolution timelines. • Provide clear and concise updates, ensuring clients feel heard and valued throughout the process. • Act as a point of contact for clients, answering questions and addressing additional inquiries. • Proactively identify opportunities to improve client satisfaction and loyalty. • Provide feedback and suggestions to the management team for process improvements and service enhancements.

• You plan and send our Klaviyo campaigns and continuously expand our core flows • In parallel, you develop retention and subscription flows for our subscription customers to prevent cancellations early and win customers back • With smart segments and the use of AI workflows, you make our CRM communication more personal and faster at the same time • Across all 6 markets (DE/AT, FR, NL, IT, US, CH), including briefing, copy, segmentation, send-times and A/B tests • Owner of core flows: Welcome, Abandoned Cart, Browse Abandonment and Winback — from setup and localization to ongoing optimization • Retention & subscription flows in loop: you maintain and continuously build save, winback and reactivation flows as well as cancel-reason mapping • Segmentation & targeting in Klaviyo: lifecycle logic, subscription vs. one-time purchase, sales and reminder segments as well as high-LTV cohorts • Use & scaling of AI workflows: you actively use Klaviyo Agentic MCP, Cowork and generative templates to speed up copy and campaign setup • Operational implementation of all product launches: teaser, launch and reminder sequences for all sales actions across the 6 markets • CRM reporting: you track campaign and flow performance as well as subscription metrics and derive optimizations from them