• 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.

• Own and manage a portfolio of accounts and renewals in an assigned territory • Develop and drive effective customer success and value strategies • Identify growth opportunities and negotiate favorable renewal terms • Conduct regular business reviews with customers to ensure they are adopted and deriving value from the product • Serve as the primary point of contact for escalation concerns • Collaborate with internal resources to develop growth and risk mitigation strategies for key accounts

• Monitor the health of every account in your book • Identify early warning signals and act before issues escalate • Own save playbook execution when accounts show signs of risk • Maintain portfolio health as a standing responsibility • Escalate accounts that need Director or executive involvement • Help clients get real, measurable value from the platform • Understand each client's contracted scope and where adoption gaps exist • Manage the full renewal cycle from early-stage signaling through contract execution • Identify expansion opportunities — additional locations, modules, and integrations • Build and maintain executive-level relationships at your largest accounts • Work closely with Implementation, Technical Support, Customer Marketing, and Product teams

• The Senior Customer Success Manager is the CEO of your book of business. • A high performer who is SaaS revenue focused, responsible for managing and developing multiple medium/large Duck Creek OnDemand and OnPrem accounts. • Act as the primary contact and trusted advisor for your customers and provide an interface between the Customer/System Integration (SI) partner(s), and internal Duck Creek teams. • Manage 4+ medium/large OnDemand or OnPrem accounts. • Develop and foster a trusted relationship with the Customer and SI partners. • Meet with Customer leadership teams to understand their business goals and strategic priorities, including the preparation of customer success plans with an eye toward future sales opportunities and product expansion at time of renewal. • Stay up to date with the latest features and updates of Duck Creek’s suite of products and services, conduct review sessions, and identify opportunities for upselling and cross-selling, including active management of NRR and GRR. • Track renewals through their lifecycle, highlighting potential risks, and building strategic account plans to ensure success. • Facilitate weekly, monthly, and quarterly customer governance meetings, including preparation of reports, governance decks and working with all parties to schedule customer sessions. • Mentors junior Customer Success Managers. • Gather customer feedback by playing an active role in the NPS customer survey activities by encouraging customer feedback, assessing results, and developing measurable closed loop action plans.