• Drive Platform Adoption & Account Health • Own the post-go-live lifecycle for designated regional accounts to maximize user adoption and platform value. • Proactively monitor account health to identify low-usage trends, friction points, and churn risks early. • Identify expansion opportunities by helping customers scale usage across new workflows and internal teams. • Partner with Sales / Account Management by providing regular updates on client health, risks, and growth signals. • Deliver Enablement & Training • Lead post-onboarding training sessions, advanced product refreshers, and best-practice workshops for clients. • Ensure a smooth transition for customers moving from initial onboarding into long-term customer success. • Support scalable education by contributing to user documentation, training guides, and self-service content. • Client Escalations Management • Act as the primary customer point of contact for complex, high-priority, or post-go-live technical issues. • Coordinate cross-functionally with Operations, Product, Engineering, PMO to build clear resolution paths. • Provide customers with clear and timely updates throughout the lifecycle of key customer requests and critical escalations. • Enable Commercial Teams & Feedback Loops • Absorb non-commercial operational tasks to free up Sales and Account Management teams for revenue-generating activities. • Maintain clear boundaries by supporting adoption and customer experience without taking on commercial quota or contract ownership. • Translate customer insights and product feature gaps into structured feedback for the Product and Operations teams.

• Serve as the primary strategic partner and trusted advisor to customers throughout the full lifecycle, from onboarding and adoption through expansion and renewal, with stage-appropriate engagement at each phase • Proactively establish, build, and maintain strong relationships with executive and operational stakeholders across each account, systematically capturing business objectives and ensuring customers achieve measurable value at every lifecycle stage • Collaborate with Sales counterparts on account planning to align on customer objectives, identify expansion opportunities, and build a shared strategy for renewal and growth • Proactively escalate and drive resolution of technical and relationship risks by coordinating across Product Support, Professional Services, Engineering, and Product Management, serving as the customer’s internal advocate • Maintain accurate, up-to-date account data in Salesforce and JIRA, including health indicators, risk flags, open opportunities, and engagement history, to ensure full visibility across internal stakeholders • Proactively drive customer enablement through structured onboarding activities and ongoing product adoption sessions, ensuring customers are advancing their maturity on the platform at each lifecycle stage • Serve as the primary point of coordination between customers and internal teams, proactively communicating status, managing expectations, and ensuring follow-through on commitments • Monitor accounts for changes in product usage, objectives, personnel, financial conditions, or competitor involvement that may affect the customer’s ongoing use or satisfaction with Itential’s products or services • Introduce customers to new platform capabilities, features, and applications, drawing on cross-customer insights and product knowledge to surface what other organizations are building with Itential and how those patterns could apply to their environment • Proactively deliver product roadmap updates, release highlights, and new feature guidance to customers, framing capabilities in the context of their specific automation goals to drive continued platform adoption • Identify and qualify expansion opportunities, including new use cases, additional products, or broader platform adoption, and partner with Sales to progress them to commercial outcomes • Lead Executive Business Reviews (EBRs) independently, including preparation, facilitation, and follow-through on documented outcomes • Proactively manage at-risk accounts by identifying churn signals early, documenting root cause in Salesforce, and partnering with CS leadership on resolution strategies when needed

Role Description We are seeking a Customer Success Manager to join our growing team. This position will require residing in Pennsylvania or New Jersey. This role will serve as the point person for designated HHAeXchange clients. The Customer Success Manager will work with clients beginning in implementation and continuing in the live environment, consult on best practices for leveraging our SaaS solution and offer additional products/services when needed. This position will collect and measure key metrics in order to evaluate client success and business impact. The Customer Success Manager will focus on retaining and growing customer relationships. Essential Job Duties: - Build and maintain relationships with clients, understanding their needs and serving as primary point of contact for day-to-day operational items. - Ensure client retention through delivery of exceptional service and support. - Assist with challenging client requests or issue escalations as needed, working closely with appropriate teams to mitigate system issues and seek resolution. - Uncover the true business needs, pain points, and challenges that clients are facing, and understand the client's organizational landscape. - Ensure the timely and successful delivery of solutions according to customer needs and objectives, meeting and exceeding agreed-upon customer satisfaction goals. - Partner cross-functionally with product to ensure the continued success of clients and provide insightful feedback from client interactions to leadership. - Maintain weekly communication with assigned clients and document health of clients in weekly status reporting and quarterly client reviews. - Regularly travel to client sites, conferences, and industry events to represent the company, engage with stakeholders, and ensure the successful execution of projects and business objectives. - Lead tailored product demonstrations to show the value of additional HHAeXchange solutions. - Remain updated on industry knowledge, risks and opportunities and build expertise in HHAeXchange's products and offerings. - Develop trusted advisor relationships with key accounts, customer stakeholders, offering on-site guidance as required. - Collaborate with sales team to identify and grow opportunities within the market. - Address gaps in implementation, services, support and/or client needs. - Manage a set of KPIs to drive increased customer satisfaction including support metrics, turnaround times, ticket backlog volumes, etc. Requirements - Bachelor’s degree required. - 3+ years of client service experience required. - Experience with healthcare/homecare industry preferred and/or experience with SaaS platforms/operational software preferred. - Experience with a partner ecosystem preferred. - Excellent verbal, written, and interpersonal communication skills. - Strong client relationship management skills with the ability to creatively solve problems to meet client needs. - Collaborative and self-motivated, with the ability to work independently in a dynamic, fast-paced environment. - Detail-oriented with the ability to complete tasks thoroughly, accurately, and in a timely manner. - Strong organizational, project management, and multitasking skills, with the ability to manage multiple high-priority tasks. - Ability to effectively manage high-pressure situations and comfortably handle conflict resolution scenarios. - Proficiency in Salesforce and MS Office Suite. - Negotiation skills at all management levels with a high measure of authority in critical situations. - Excellent presentation and product demonstration skills, with the ability to engage and work effectively with diverse audiences and stakeholders. - Strong problem-solving and analytical skills. - Demonstrated understanding of the healthcare industry, with specific understanding of home-based care preferred. - Passion for customer satisfaction with a great desire to succeed. Benefits - Competitive health plans. - Paid time-off. - Company paid holidays. - 401K retirement program with a Company elected match. - Other company sponsored programs. Travel Requirements - Travel 10-25%, including overnight travel.

• Manage and grow large pool of existing client relationships, building long-term partnerships with top and mid-tail customers to identify emerging business needs and opportunities. • Proactively strengthen and expand relationships to maximize retention, cross-sell, and upsell across the portfolio, increasing customer value and revenue through tailored engagement strategies • Perform outbound outreach, including cold calls, identify opportunities, activate customers, and drive commercial outcomes • Design and execute multi-channel strategies to reach large customer segments at the right moment in their lifecycle, creating and qualifying opportunities effectively. • Drive retention, and cross-selling initiatives. Identify business opportunities and define go-to-market strategies, leveraging customer insights and market learnings. • Build success stories, case studies, and business reports to showcase impact and support internal and external alignment. • Lead educational initiatives, including webinars and workshops, to drive ongoing engagement within the portfolio. • Own the end-to-end commercial process, including demos, proposals, negotiations, and closing long-term agreements.