• Own a portfolio of mid-market healthcare customers, accountable for retention, expansion, and customer health • Develop deep expertise in our EHR platform, including clinical, operational, RCM, and payments workflows • Lead consultative, workflow-driven conversations to assess needs, identify gaps, and recommend best practices • Drive adoption and optimization tied to measurable business and financial outcomes • Own customer escalations end-to-end, serving as the single-threaded owner and coordinating with Product, Engineering, RCM, Support, and Sales • Proactively identify risk and implement mitigation plans • Lead Business Reviews focused on usage, workflow efficiency, and financial performance • Identify and manage renewal and expansion opportunities • Maintain accurate account health and forecasting in Salesforce (or equivalent CRM)

• Own the post-onboarding customer relationship, guiding customers toward sustained value realization and long-term success with the Boulevard platform. • Own retention outcomes by proactively monitoring account health and risk signals and executing contract renewals with data-driven judgment to take early action and prevent surprises. • Ensure customers are receiving the most value through structured check-ins, business reviews, and account planning for Mid-Market accounts. • Build and maintain strong, trusted relationships with customer stakeholders, delivering a high-caliber experience that supports satisfaction, retention, and long-term partnership. • Advocate for customers by surfacing feedback, trends, and risks internally to inform product improvements and cross-functional action. • Proactively identify opportunities to boost adoption of Boulevard products and help our customers grow and succeed through an up-selling and cross-selling motion.

• Manage, mentor, and coach Customer Success Managers, fostering a high-performance culture • Be a resource with shared accountability for achieving and maintaining high Net Promoter Scores for assigned customers • Developing strong customers relationships and effectively communicating with executive stakeholders • Learning customers’ business goals to facilitate delivery of projects and capabilities to support the strategic vision of each customer • Lead quarterly business reviews (QBRs) to assess customer performance, demonstrate ROI, and define strategic initiatives • Develop and execute customer success plans that align Arcadia’s solutions with customer business objectives, ensuring measurable outcomes • Partner with customer success managers in your pod to drive adoption and expansion of Arcadia’s capabilities, increasing customer value and engagement • Act as a trusted advisor, guiding customers on industry trends, best practices, and data-driven decision-making • Define and implement the best practices for account management, issue resolution, and strategic planning • Support team members in managing escalations, resolving complex challenges, and driving customer satisfaction • Collaborate with Product, Engineering, and Implementation teams to relay customer feedback and drive product enhancements • Work closely with the Strategic Growth team to identify upselling and expansion opportunities within assigned accounts • Oversee contract renewals, ensuring proactive engagement and retention strategies • Gain an in-depth understanding of value-based care and how Arcadia tools support customers to achieve success across multiple population health programs by mastering the Arcadia Product Suite

• Become a Fieldwire product expert and learn best practices for configuring and utilizing the platform. • Understand client construction needs and current tech stack in order to seamlessly integrate Fieldwire into a company’s day-to-day workflows. • Develop relationships with our small and medium-sized customer accounts, doing proactive outreach to help uncover pain points, and discover opportunities to help them get more value out of Fieldwire. • Conduct web-based training(s) and demonstrations to educate clients on Fieldwire. • Identify customer issues and communicate feedback to our product team for product improvements. • Troubleshoot, as necessary, to help communicate answers to product questions and resolve technical issues.