• Own the Relationship: Serve as the primary point of contact and trusted advisor for a dedicated portfolio of enterprise customers post-implementation. • Drive Retention: Manage the subscription renewal pipeline and actively track customer health metrics to proactively eliminate barriers to adoption and value realization. • Identify Expansion: Build deep, trusting relationships with key customer stakeholders to uncover and develop upsell and cross-sell opportunities. • Collaborate Cross-Functionally: Coordinate and facilitate complex technical and operational meetings between customers and Saviynt cross-functional teams to resolve roadblocks. • Analyze & Optimize: Monitor and analyze product utilization trends, translating data into actionable recommendations for both the customer and Saviynt’s product teams. • Partner Alignment: Collaborate closely with implementation partners supporting Saviynt customers to ensure alignment and optimize delivery outcomes. • Enablement: Plan and deliver customer education sessions on new product features, releases, and identity strategies. • Advocate Internally: Act as the voice of the customer, escalating feedback to drive continuous improvement across Saviynt’s product and engineering teams. • Sales Alignment: Partner with the Sales team during late-stage sales cycles to ensure a smooth transition and orientation process for onboarding customers.

• Stand up Covera’s Customer Success function from the ground up - defining the CS playbook, account health-scoring and segmentation, the QBR and reporting cadence, and the standard sales-to-CS handoff intake. • Take account ownership and provide relationship management across the customer base, including key personnel. Host regular touchpoints with key personnel to maintain relationships, discuss issues, report on performance, and flag opportunities. • Act as the strategic sponsor and primary proxy for the client during onboarding, and ongoing operations, ensuring their business goals and requirements are clearly communicated to Covera’s internal Operations and Product teams and issues are escalated and addressed. • Lead recurring reporting and business reviews, including operational reports, monthly reporting, QBRs, and annual strategic meetings. Leverage clean data exports from CoE Operations and advanced analytical tool skills to manipulate, analyze, and extract actionable insights. • Manage a structured account handoff intake from Business Development at close, including scope, pricing, and commitments. • Flag expansion and renewal opportunities back into the pipeline in partnership with Business Development.

• Partner with People Operations leadership on organizational design, leveling, and career pathways — the roles a function needs, and distinct tracks for individual contributors and managers, with a clear picture of what success looks like at each stage. • Turn each primary pathway in that structure into a working pipeline — the content, assessments, and practices that move people from one stage to the next — so development is deliberate rather than left to chance. • Design the early career and apprenticeship pipeline that builds our next generation of talent. • Build the first-time manager program that turns strong ICs into confident coaches. Managing is its own craft here, with managers chosen for ability and appetite. Maintain a rolling cadence of manager and hiring manager training to bring everyone up to standard. • Research an evidence-based picture of elite individual-contributor performance, and build the development pathways that help our best ICs get there. • Own the industry and company onboarding curriculum. A core part of the craft: breaking down complex financial concepts so anyone can understand them. • Assist with goal setting, reviews, and calibration so the process stays rigorous and the focus stays on the conversations rather than the paperwork. • Partner with each team's leadership on the technical and business knowledge specific to their product area — deep fluency in how our products actually work, so performance in role is continuously improving.

• Own strategic partnerships with clients, acting as the primary point of contact • Proactively identify customer performance improvement opportunities leveraging robust data • Foster collaboration between similar clients in-network, sharing success stories and identifying opportunities for customer-to-customer collaboration • Act as a trusted advisor to our customers to drive solution adoption, ensure they’re aligned to operational priorities and driving quantifiable value • Develop and deliver product utilization narratives such that customers understand their return on investment, and identify new opportunities for adoption + value realization • Maintain customer engagement levels and support customer NPS scores • Maintain an understanding of Collective’s products & services, industry knowledge and trends, to drive customer engagement • Coordinate with cross-functional teams to provide solution focused presentations and develop territory specific strategic plans • Support churn reduction, both for organizations and products • Support revenue expansion and improvement of bookings metrics • Other criteria as determined by CSM Leadership team