• Uses multi-cloud expertise to effectively orchestrate Signature experience across the most strategic, sophisticated customers • May act as lead CSM orchestrating CSMs for multi-org, multi-cloud customers (including Global Customers with CSMs in multiple geos) • Aligns with and leads Business and Technical stakeholders, Account Success team, and internal partners around customer goals ensuring value is delivered through Signature • Single point of customer accountability building and maintaining strong, trusted relationships • Drives Customer Success Score metrics for customers; handles Escalations and Red Accounts

• Drive Customer Success outcomes • Lead your team to deliver outstanding experiences that drive strong customer retention, expansion, adoption, and referrals • Increase customer lifetime value through success plans, customer satisfaction, and overall health scores • Leverage reporting to develop data-driven insights and success plays based on customer behavior • Drive a proactive NPS, at risk program, and other initiatives and measures to prevent customer attrition • Sponsor customer escalations by working with the customer and teams across the company to address the issue in a mutually beneficial way • Drive a standardized, proactive outreach and reactive interventions for various points in the journey by identifying opportunities to encourage feedback loops and continuous improvement • Be a customer champion through collaboration with other organizational leaders to incorporate customer needs and requests into insightsoftware's defining business objectives • Partner with peers to scale processes in on boarding, training, success management, support, and customer advocacy • Increase opportunities for expansion and up-sells by creating a bridge between Account Management, Direct Sales, Professional Services, and Customer Success teams • Develop and present metrics to measure the effectiveness of Customer Success in meeting company and team goals • Ensure team adherence to governance policies and effective use of internal CRM systems to accurately reflect the status of customer accounts, thereby influencing downstream reporting requirements • Regularly extract and analyze data to generate renewal forecasts, identify issues, and proactively implement corrective action plans.

• Identify, prospect, and develop new business opportunities across assigned territories • Manage the full sales cycle from discovery to negotiation and contract closure • Understand client business challenges and position integration and automation solutions that deliver measurable value • Build and maintain strong relationships with key stakeholders and decision-makers • Collaborate with Solutions Consultants and delivery teams to support successful onboarding and implementation • Drive customer retention, renewals, and account expansion opportunities • Identify upsell and cross-sell opportunities within existing accounts • Maintain accurate pipeline management and forecasting in CRM platforms • Partner with internal teams to ensure an excellent customer experience throughout the lifecycle

• Serve as the main point of contact for an assigned portfolio of SaaS partners and their merchant bases. • Build strong relationships to understand partner goals, challenges, and success metrics. • Drive adoption and usage by helping customers optimize their payment programs and use Valpay’s tools effectively. • Monitor partner and merchant health to proactively identify and address risks to retention or performance. • Collaborate with Support, Operations, and Product teams to resolve issues quickly and improve the customer experience. • Gather customer feedback and share insights internally to inform product enhancements and process improvements. • Develop and deliver training sessions, resources, and best practices to help customers self-serve and scale effectively. • Track account performance metrics (e.g., churn, activity, satisfaction) to measure retention and engagement.