• Develop and execute the overall Client Success strategy across SS&C Health's client portfolio. • Build trusted executive relationships with C-suite leaders at strategic client organizations. • Serve as executive sponsor for key accounts, leading governance, executive business reviews, and strategic planning sessions. • Ensure clients achieve measurable business outcomes and maximize the value of their SS&C Health investment. • Establish a disciplined Client Health framework utilizing operational, financial, relationship, and adoption metrics. • Drive client retention while identifying expansion and cross-sell opportunities in partnership with Sales. • Lead renewal strategy and commercial planning across strategic accounts. • Proactively identify risks and implement recovery plans before issues impact client satisfaction. • Lead, coach, and develop a high-performing Client Success organization. • Foster a culture of accountability, proactive communication, continuous improvement, and client advocacy. • Drive consistency in governance, account planning, success metrics, and executive communications. • Partner closely with Product, Operations, Professional Services, Sales, and Support to deliver a seamless client experience. • Develop executive-level account strategies aligned with client priorities and SS&C Health growth objectives. • Lead complex client negotiations and strategic commercial discussions. • Influence organizational priorities by bringing forward market insights, client feedback, and emerging opportunities. • Champion process improvements that improve client outcomes and operational efficiency.

Role Description Reporting to the VP of Customer Solutions, the Customer Solutions Manager will focus on delivering impact for a growing book of business. This role includes responsibilities across customer onboarding, account management, and retention/upsells. Our Customer Solutions team works closely with customers to understand their business needs and challenges, and guide them on how to best leverage Accorded's capabilities within their organizations. This role will be highly cross-functional, working alongside Actuarial, Product, and Engineering teams to deliver a world-class customer experience. We offer a competitive compensation package for this position, with a base salary of $95,000 – $120,000 annually. In addition to base pay, this role includes equity participation, allowing you to share in the long-term success of the company. Qualifications - 4+ years of healthcare provider, payer, and/or life sciences experience, with an understanding of basic healthcare finance concepts (e.g., PMPM, trend) - Experience in Value Based Care preferred - 4+ years of customer-facing healthcare consulting, professional services, or customer solutions experience (experience with a SaaS company dealing with healthcare utilization data strongly preferred) - Strong cross-functional communication skills - Strong project management experience - Proficiency with data-driven storytelling - Demonstrated flexibility and adaptability, thriving in ambiguous, constantly changing, high-pressure environments, ability to wear many hats - Strong organizational skills and attention to detail - Cross-functional collaboration and negotiation skills Requirements - Manage all post-sales activity for a growing book of customers via strong relationship building, planning, and execution - Demonstrate a deep understanding of customer goals and objectives such that you can: - Become a trusted value-based contracting advisor - Develop strategic plans to meet customers' needs - Scope and sell new Accorded software and services business - Represent the customer's voice internally to ensure Accorded delivers products and services that meet customers' needs - Maximize customer satisfaction, return on investment, and engagement across assigned book of business - Work with Accorded's product and actuarial teams to develop data-driven solutions to customer needs, linking results to customers' key priorities and objectives - Work with Sales, Product, and Engineering to influence and shape Accorded's product strategy and roadmap, drive operational and process improvements to address emerging customer needs, and prioritize product feedback requests - Support sales and go-to-market efforts, as needed - Act as a subject matter expert in the use of Accorded products to drive customer product onboarding, adoption, and engagement, in partnership with Product and Engineering, and inform Accorded's go-to-market strategy Benefits - Competitive compensation package - Base salary of $95,000 – $120,000 annually - Equity participation

• Lead, coach, and develop a team of Customer Success Managers, setting clear expectations and driving daily execution • Provide hands-on coaching—through live call shadowing, real-time feedback, and active support in customer engagements • Own team-level outcomes including retention, product adoption, and customer health scores, reporting on progress against targets • Manage escalations and complex account situations, jumping in directly to help CSMs and customers navigate with clarity and empathy • Drive operational rigor—refining playbooks, cadences, and processes to increase consistency, visibility, and team efficiency • Ensure your team executes tech-touch and human-touch playbooks at scale across a high-volume book of SMB and mid-market accounts • Support QBRs, pricing reviews, value proposition pitches, and client escalation calls for key accounts within your team's portfolio • Track team and customer health, identify risks early, and implement mitigation strategies • Build foundational CS habits across your team—CRM discipline, success planning, customer outreach cadence, and playbook execution • Collaborate cross-functionally with Product, Sales, and Support to elevate the voice of the customer and resolve barriers to customer success • Contribute to the development of Customer Success frameworks, resources, and operating processes as we scale • Hire, develop, and retain top CS talent while fostering a culture of accountability, ownership, and collaboration

• Managing a set of corporate customers who are utilizing Arctic Wolf’s CyberSOC solution • Achieving renewal and expansion targets through consultative selling techniques • Listening to customers and providing feedback to the business • Ensuring customer satisfaction and delivery of quarterly account reviews • Negotiating on behalf of management using product knowledge and knowledge of customer needs to upsell by positioning additional Arctic Wolf service offerings