• Drive team in effective and timely implementation of all customer (Pharma and Agency client) engagements. • Act as a main point of escalation in all matters relating to client/agency program objectives, concerns, and needs. • Help to guide and develop the professional growth of Account Managers. • Assist in developing and delivering top account Quarterly Business Reviews (QBRs). • Help the team extract insights and recommendations to highlight opportunities for program optimization. • Drive lead generation opportunities in collaboration with team and Sales. • Monitor for consistent usage of the Client Success project management tool.

• Build and maintain strong, long-term relationships with clients, serving as their primary point of contact for all service-related matters. • Continuously monitor and assess the health of client accounts, proactively identifying opportunities for improvement and growth. • Establish and maintain quality assurance processes to ensure the consistent delivery of high-quality services. • Monitor service level agreements (SLAs) and key performance indicators (KPIs) to meet or exceed client expectations. • Work closely with technical teams to ensure that services are meeting or exceeding client expectations, and that service-level agreements (SLAs) are consistently met. • Identify opportunities for upselling and cross-selling additional services to existing clients, while also managing contract renewals. • Gather and analyze client feedback to drive continuous improvement in service quality. • Keep clients informed of updates, outages, and other relevant information, maintaining clear and effective communication. • Develop and maintain operational performance metrics and reports. Analyze data to make data-driven decisions and drive improvements.

• Own and grow relationships within a portfolio of strategic enterprise accounts, serving as a trusted advisor to executive and operational stakeholders • Drive customer retention, adoption, and long-term success through proactive account management, strategic planning, and executive engagement • Lead Executive Business Reviews (EBRs/QBRs), onsite engagements, and account strategy discussions focused on business outcomes and platform value • Identify and drive expansion opportunities through cross-sell, upsell, and broader platform adoption initiatives • Partner cross-functionally with Sales, Product, Support, and Leadership teams to deliver a seamless enterprise customer experience • Monitor account health, mitigate risk, resolve escalations, and advocate internally for enterprise customer needs • Present data-driven insights and strategic recommendations that align NinjaOne solutions to customer business objectives

• Lead a team of Client Success Managers • Oversee successful proactive outreaches and customer client business reviews • Secure reference accounts and maintain the growth of the customer base • Cross collaborate with support and product for NPS scores • Provide guidance and assist on customer issues • Develop metric requirements for monthly operational review on score card metrics within client success • Ensure organizational readiness for the client success manager team regarding new product features • Carry out additional responsibilities as assigned based on business need