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

Role Description We're seeking an experienced, highly organized Client Success Manager with clear spoken English that is easy to understand for North American clients to join our rapidly growing dental marketing team. This is a fully remote position focused on managing client relationships, improving client retention, supporting campaign performance, and ensuring our dental practice partners receive a professional, organized, and results-driven experience. You'll be the main point of contact for assigned dental clinics after they join our program. Your role is to guide clients through onboarding, keep communication clear, coordinate with our internal team, monitor campaign performance, and ensure clients stay aligned, informed, and confident in the work being delivered. This is not a passive customer support role. This is a client ownership role for someone who is proactive, detail-oriented, strong on calls, excellent with follow-up, and comfortable managing multiple client accounts at once. Qualifications - Minimum 3+ years of proven client success, account management, customer success, or relationship management experience - Prior experience in the dental, healthcare, marketing, or agency space is strongly preferred - Experience managing multiple client accounts at the same time - Strong ability to communicate professionally with business owners, dental teams, and internal departments - Clear spoken English that is easy to understand for North American clients - Experience leading client calls, presenting updates, and explaining performance in a simple, confident way - Strong computer skills and experience using CRM, project management, reporting, or communication platforms - Proven ability to stay organized, follow up consistently, and keep client accounts moving forward - Ability to handle client concerns, difficult conversations, and urgent issues with professionalism Requirements - Highly organized with strong attention to detail - Proactive and able to anticipate problems before they escalate - Strong follow-through, you do not let tasks, clients, or action items slip - Confident communicator who can lead calls and keep clients aligned - Calm under pressure and able to manage client concerns professionally - Comfortable working in a fast-paced remote environment - Able to manage your own schedule, priorities, and client workload - Strong sense of ownership over client outcomes and retention - Team-oriented and able to coordinate across marketing, sales, creative, and operations departments - Comfortable with repetitive follow-up and administrative tasks while maintaining a high level of professionalism Benefits - Competitive fixed monthly salary well above industry standards for experienced client success professionals - Commission for upselling additional services - Stable, predictable compensation with no cold calling and no commission-based pressure - Paid comprehensive onboarding and continuous training - 100% remote position with a supportive, fast-growing team - Clear structure, systems, and SOPs so you can focus on doing great work - Real path to grow into senior client success, operations, or leadership roles as we scale Ideal Candidate Profile You're someone who: - Takes full ownership of your client accounts and never lets one fall through the cracks - Communicates clearly and confidently, whether on a call, in an email, or on Slack - Stays organized and on top of follow-ups even when managing many clients at once - Anticipates problems early and solves them before they reach the client - Enjoys building long-term relationships and helping clients see real results - Works independently and manages your own time without constant supervision - Stays calm, professional, and solution-focused under pressure