• Design and build an end-to-end renewal strategy (pre-renewal, D-30, D-15, D-7, expiration, post-expiration) • Design multichannel journeys for customer recovery (win-back) • Develop a churn reduction plan for second-year customers • Identify upsell opportunities at the time of renewal • Work with data to map base gaps (email, WhatsApp, payment card) • Propose recovery flows and data enrichment processes • Create segmentations based on behavior and risk • Build dashboards to monitor renewals • Define communication strategy (email, WhatsApp, SMS, push where applicable) • Create strategic copy aligned with Marketing • Define optimal contact timing • Ensure message consistency • Map existing technical capabilities • Define requirements for campaigns and automations • Prioritize necessary improvements • Act as a bridge between business and tech • Ensure compliance with LGPD (Brazilian Data Protection Law) • Manage consents • Structure a secure data repository • Monitor renewal rate by cohort • Forecast future revenue (renewal forecast) • Identify incremental revenue opportunities

• Perform functional configurations in the CRM system, including forms, fields, macros, scripts, and settings, without structured code development. • Create and build reports and dashboards in Explorer, ensuring reliability and supporting decision-making. • Prepare and keep technical and functional documentation up to date, ensuring governance and traceability of implemented changes. • Map processes with user areas, identifying needs, business rules, and improvement opportunities. • Translate business requests into configurable system solutions. • Act as a bridge between the user area and technology, ensuring technical and functional understanding of requirements. • Validate flows, rules, and configurations before they go into production. • Support continuous improvement of automated processes in the CRM. • Ensure standardization, quality, and consistency of information recorded in the system.

• Manage the entire customer lifecycle by facilitating the onboarding process, owning adoption and consumption, as well as contributing in the support management process • Lead kickoff and success planning by identifying stakeholders and aligning them on goals, use cases, implementation path, and metrics • Drive adoption across technical departments through regular check-ins and executive business reviews • Identify risk signals early and run mitigation plans to prevent churn • Coordinate technical onboarding and implementation in partnership with Forward Deployed Engineering, Solutions Engineering, and Product • Build repeatable CS processes including, but not limited to, health scoring, playbooks, onboarding templates, and scalable comms • Capture customer feedback and translate it into actionable insights to influence roadmap and prioritization • Assist Sales team on renewals and expansions, surfacing additional teams/use cases and quantifying value • Create customer-facing content such as best practices, rollout guides, and internal enablement materials, that accelerates time-to-value • Assist in monitoring customer support requests, assessing severity and escalation management

• Drive Enthusiasm and Advocacy: Deliver high-energy, compelling partner engagements—using storytelling, visuals, and real impact examples to make partners excited about Clasp’s creativity. • Champion Strategic Growth: Push conversations beyond the present. Ask deeper questions about multi-year goals, hiring strategies, and industry shifts to uncover expansion opportunities. • Know the Work: Stay fluent in the details of Clasp’s creative output, talent fulfillment roadmap, and performance metrics, so you can credibly advise partners. • Facilitate Onboarding and Alignment: Partner with sales and implementation teams to streamline launches, ensuring clarity and consistency from pre-sale through steady state. • Lead Technical Problem-Solving and Enablement: Guide partners through onboarding, scoping, and translating requirements into actionable builds; deliver training and change management support to ensure adoption and long-term impact. • Monitor and Optimize Performance: Analyze partner metrics and feedback to identify risks and opportunities, balancing long-term strategy with responsive day-to-day support. • Collaborate Cross-Functionally: Present materials developed by internal teams with authority and context, ensuring partners see the full value of Clasp’s work. • Act as a Trusted Advisor: Serve as a subject matter expert, offering training and insights to maximize the value partners derive from Clasp’s services. • Partner Engagement: Conduct high-impact business reviews and regular touch points to enhance partner satisfaction and expand Clasp’s value