• Build the Customer Success organization from the ground up. • Recruit, coach, and develop a high-performing team of Customer Success Managers. • Own GRR, NRR, renewals, expansion revenue, and customer health. • Implement customer health scoring, playbooks, KPIs, and forecasting. • Partner with Sales, Product, Engineering, and Support to improve customer outcomes. • Champion AI and automation to improve productivity and customer engagement. • Identify expansion opportunities across products and customer portfolios. • Create scalable processes that support company growth.

• Serve as the primary point of contact for customer accounts, building lasting relationships and ensuring customers achieve their desired goals and outcomes with Radicle products. • Serve as a Product Knowledge Expert, helping customers adopt effective workflows and address needs by leveraging system functionality and/or referring to internal subject matter experts • Collaborate, problem solve, and/or strategize customer issues and inquiries with other team members • Educate customers on best practices and new features to maximize the value of Radicle products. • Monitor customer engagement and usage through dashboards, identifying areas for improvement and providing actionable recommendations. • Document customer status, needs, activities, communications, and organizational changes in Salesforce and/or other customer relationship management (CRM) tools • Sustain business growth and profitability by maximizing product value, selling add-on services and modules, and offering consultative and training services • Manage and execute the end-to-end renewal process for assigned customers to ensure contracts are renewed on time, providing accurate forecasting throughout the renewal process. • Achieve net revenue retention targets • Attend promotional events at industry related conferences

• Prepare presentations, support Business Development team, pre-configure demo stand to reflect customer use cases and run the demos • Coordinate the post-contract activation process, including the preparation and facilitation of technical key ceremonies • Guide clients through infrastructure requirements and prerequisites, ensuring all stakeholders are prepared for activation milestones • Manage client invitations, application setup, and initial workspace configuration • Deliver structured onboarding sessions to ensure clients understand the product’s capabilities, safe-vs-restricted actions, and how to reach their business objectives • Translate client-specific business cases (e.g., complex approval flows, role management, or transaction policies) into the product’s policy engine • Facilitate live configuration sessions, providing 'hand-holding' support while the client performs setup in their production environment • Act as the primary point of contact for long-term success, conducting regular check-ins to monitor usage, collect feedback, and identify potential risks or expansion opportunities • Collaborate with Product and Engineering teams to translate client feedback into actionable UX/UI improvements

• Drive measurable value realization within the first 90 days post-sale, aligning onboarding outcomes to defined business KPIs. • Own renewal and expansion strategy for your portfolio, including proactive identification of cross-sell and upsell opportunities (including Billing & Payments). • Drive Net Revenue Retention by increasing product adoption depth, seat expansion, and multi-threaded engagement. • Build and manage an accurate renewal forecast 90–120 days in advance. • Develop multi-threaded relationships across decision-makers, economic buyers, and operational leaders. • Enable internal champions with structured success plans, ROI articulation, and executive-ready materials. • Develop deep domain fluency in accounting firm operations and translate Karbon capabilities into strategic business outcomes. • Operate as a trusted advisor, diagnosing root causes of workflow inefficiencies and aligning product capabilities to measurable firm-level improvements. • Create and maintain structured Success Plans tied to customer KPIs and long-term growth objectives. • Conduct executive-level business reviews to measure progress and unlock next best actions. • Proactively identify churn indicators through behavioral data, health metrics, and qualitative insight. • Develop structured save plans with clear ROI articulation and executive alignment when risk emerges. • Contribute to scalable retention methodologies as Karbon grows. • Partner with Sales to support expansion strategy and complex renewal negotiations where needed. • Collaborate with Implementation, Support, and Education teams to ensure seamless customer experience across the lifecycle. • Translate customer insights into structured, data-backed feedback for Product and Engineering, influencing roadmap priorities. • Collaborate with Marketing to inform industry-specific messaging and thought leadership grounded in real customer outcomes. • Drive cross-functional alignment to remove friction and deliver measurable customer outcomes. • Leverage AI-driven tools and usage analytics to identify expansion opportunities, risk signals, and productivity gains. • Operate in a metrics-rich environment, using dashboards and insights to prioritize next best actions across your portfolio.