• Monitor account health post Go-live and create and execute action plans to increase adoption, maximize platform utilization and prevent churn. • Collaborate in the implementation of a scalable customer engagement strategy. • Interactive and engaging relationship management of the live customer base, driving customer satisfaction and product adoption, retention, renewal and expansion. • Analyze, present and discuss data insights with clinicians and administrators, with an ability to understand their operational and clinical goals. • Influence and collaborate with the wide Medtronic sales team to increase confidence with Touch Surgery Ecosystem technology and drive commercial results. • Lead customer business reviews - engage with clinical and administrative stakeholders and ensure polished communication and collaboration with Surgeons, Nurses, Administrators, OR Managers, Residents and Hospital IT. • Develop and maintain a deep understanding of the Touch Surgery Ecosystem and build working relationships with internal product and engineering teams to ensure real-world client feedback is incorporated into product development. • Identify and discuss with hospital stakeholders (clinical and managerial) new use cases for our products in line with customer needs, and new product feature developments. • Develop and maintain a deep understanding of the Touch Surgery Ecosystem and how to integrate it with clinical workflows. • Reinforce product training and introduce new features/upgrades to the clinical teams. • Product operation and troubleshooting, supported by our expert technical teams. • Augment implementation capacity and assist in the Go-Live of our technologies for selected projects, in support of the Implementation team.

Role Description - Client Outcomes & Health Monitoring: Maintain quantified health scores per account covering usage, support tickets, sentiment, ROI, and adoption. Identify risk before the client raises it. - QBR Delivery: Run outcome-focused Quarterly Business Reviews. These are ROI reviews and adoption gap analyses, not status updates. Show clients the business impact of their channel programs. - Retention & Expansion: Own renewal outcomes (not contract negotiation). Identify expansion opportunities and partner with sales on growth. - Escalation Communication: Single voice to the client during quality issues, outages, or delivery concerns. Coordinate internally, communicate externally with clarity and confidence. - Cross-Functional Coordination: Work daily with Field Product Managers (specs, requirements) and Forward Deployed Engineers (integrations, data mapping). Translate client needs into actionable product input. - Client Advocacy & Product Feedback Loop: Represent the client's voice in roadmap discussions. Surface patterns across accounts that inform platform investment. - What You Do NOT Own: - Technical specifications — Owned by the Field Product Manager - Data mapping or integration work — Owned by the Forward Deployed Engineer - Sprint planning or delivery commitments — Owned by the Director of Tech Solutions Lab - Fixing defects — Owned by Engineering. Your job is to ensure the client feels heard, informed, and confident the issue is being addressed. Qualifications - 5+ years in Customer Success, Account Management, or Client Services in B2B SaaS or enterprise technology - Experience managing a portfolio of enterprise accounts ($100K+ ARR each) - Track record of retention and expansion in complex, multi-stakeholder environments - Strong analytical skills — comfort with health scoring frameworks, data-driven QBRs, and usage analytics (Logrocket, etc) - Exceptional communication skills — ability to serve as the single voice to a client during escalations - Experience working cross-functionally with Product, Engineering, and Sales teams - Demonstrated experience using AI tools to synthesize insights or automate reporting workflows — beyond basic chatbot or prompt usage. Preferred Qualifications - Experience in channel marketing, incentive management, or partner enablement platforms - Background in companies transitioning from services-heavy to product-led models - Familiarity with health scoring tools (Gainsight, ChurnZero, or similar) - Experience building CS processes from the ground up (this is a greenfield function)

• Own the end-to-end Customer Success journey, including onboarding, adoption, value realization, and expansion. • Design, implement, and continuously refine the Customer Success operating system across all INNERGY products. • Define and execute a unified CS vision that aligns segmentation, engagement models, playbooks, and customer outcomes. • Establish clear service tiers, success plans, and ownership models across customer segments and geographies. • Ensure consistent, repeatable processes that scale globally. • Own retention, expansion, and customer health outcomes across the portfolio. • Partner with Sales and Account Management to drive renewals, cross-sell, and upsell strategies. • Build proactive risk mitigation frameworks to reduce churn and increase lifetime value. • Establish forecasting discipline and renewal visibility aligned with executive expectations. • Own Customer Success technology stack outcomes, including health scoring accuracy, automation maturity, digital engagement coverage, and visibility into adoption. • Drive measurable improvement in health model integrity and proactive outreach effectiveness through platforms such as HubSpot CSP and AI-enabled workflows. • Partner with RevOps to strengthen reporting, segmentation logic, and executive dashboards. • Leverage automation and AI to support 1-to-many customer engagement and scalable education. • Own and operationalize core CS metrics, including retention, net revenue retention, product adoption, customer health, expansion, NPS, and CSAT. • Expand customer sentiment metrics into actionable insights that drive execution. • Build dashboards that provide executive-level and PE-level visibility into CS performance. • Use data to inform capacity planning, prioritization, and segmentation strategy. • Implement strong performance management practices, including clear goals, accountability, and continuous coaching. • Design and execute service models that enable growth without proportional headcount increases. • Champion 1-to-many enablement, including group onboarding sessions, scalable training programs, digital content, and customer education pathways. • Drive customer maturity from reactive support reliance toward proactive value realization. • Lead and develop a globally distributed team of approximately 10–15 Customer Success professionals. • Build a high-performing CS leadership bench capable of supporting growth surges and new product introductions. • Partner with People & Culture on talent development, succession planning, and performance reviews. • Utilize EOS for departmental alignment and execution discipline. • Strengthen alignment with Sales, Product, Engineering, and RevOps to ensure clear handoffs and shared accountability for customer outcomes. • Coach leaders to elevate ownership, strategic thinking, and measurable impact.

• Connect with customer-obsessed professionals who want to own outcomes from onboarding through renewal and expansion • Always looking to build a talent community for future Customer Success opportunities