• Serve as a critical liaison between our clients and internal staff. • Develop and nurture relationships with our clients one interaction at a time by phone, email, online chat, and text. • Calmly assist and respond to demanding clients, resolving issues quickly and to completion. • Assure total client satisfaction during each interaction. • Respond to an average of 40-60 client interactions per day (between voice, email, chat, and text). • Identify improvements to existing processes to increase efficiency, quality, and service to customers. • Support the Partner Success team, QA team, and Processing team to answer any client-related questions through chats, tickets and video chat. • Communicate within the Client Success Team and coordinating task coverage. • Report bugs, challenges, and potential improvements to our systems with detailed documentation and work with our engineering team to resolve. • Work together as a Team to ensure that we are finding and implementing efficiencies in processes, workflows, and division of responsibilities within the team.

• Serve as the primary point of contact for assigned members, building trusted, long-term relationships • Maintain regular, proactive outreach to understand member goals, needs, and challenges • Act as a member advocate internally, ensuring feedback and insights are shared and addressed. • Develop and execute tailored engagement plans to increase member participation and satisfaction • Facilitate meaningful touchpoints, including meetings, check-ins, and participation in programs and events • Identify opportunities to strengthen member connection and maximize value • Support onboarding processes to ensure new members successfully integrate and engage • Monitor member engagement levels, identifying risks and addressing concerns early • Support renewal readiness by reinforcing value and addressing barriers to continued participation • Partner closely with the Networks team to ensure alignment between member needs and programming, communications, and services • Gather and analyze member feedback through annual survey and regular customer connect calls to identify trends, opportunities, and improvement areas • Address member questions and concerns in a timely, solutions-oriented manner

• Design, build, and optimize AI-driven marketing and sales workflows within HubSpot CRM • Develop autonomous AI agents and chains of agents to automate customer engagement, lead qualification, follow-up, and internal sales operations • Architect CRM automation that improves efficiency across the entire customer lifecycle • Analyze customer and marketing data to uncover insights that improve campaign performance and sales conversion • Collaborate with Marketing, Sales, Product, and Executive teams to implement data-driven growth strategies • Design and maintain CRM data models, integrations, and reporting dashboards • Build predictive models and AI solutions that improve lead scoring, segmentation, and customer retention • Evaluate and implement emerging AI technologies that enhance CRM capabilities • Ensure CRM data integrity, governance, and best practices • Monitor automation performance and continuously optimize AI workflows

• Own the post-sales relationship for a portfolio of enterprise accounts, serving as the primary point of contact from onboarding through renewal and expansion. • Build tailored success plans aligned to each customer's AI adoption goals — translating their business objectives into measurable outcomes with SambaNova's platform. • Lead onboarding and go-live efforts, coordinating with Solutions Engineering, Professional Services, and Product teams to ensure smooth deployments. • Monitor adoption metrics and platform utilization; proactively identify churn risks and build mitigation plans in partnership with the account team. • Drive upsell and cross-sell opportunities by demonstrating expanding business value and introducing customers to new use cases across departments. • Act as the voice of the customer internally — synthesizing feedback on product gaps, feature requests, and roadmap priorities for the Product and Engineering teams. • Deliver executive business reviews (EBRs) showcasing ROI, usage trends, and strategic recommendations for deeper AI adoption. • Partner with Sales, Solutions Engineering, and Marketing to develop customer advocacy programs, case studies, and reference accounts.