Role Description The Head of Customer Success is responsible for leading the Customer Success function, ensuring the successful adoption, utilisation, retention, and growth of Inflo’s customer base. Reporting to the Chief Audit Partner, this role plays a key part in delivering Inflo’s revenue strategy by driving customer outcomes, strengthening relationships, and maximising long‑term value. The role combines strategic leadership with hands‑on execution, building a high‑performing team and embedding a customer‑centric approach across the organisation. Responsibilities - Lead and manage the Customer Success team, driving performance, engagement, and development - Define and execute the Customer Success strategy aligned to revenue and growth objectives - Oversee customer onboarding, adoption, retention, and growth initiatives - Act as an escalation point for key customer issues - Drive customer advocacy and contribute to expanding customer relationships Scope of Work - Develop and implement a comprehensive Customer Success strategy to improve satisfaction, retention, and growth - Set and track key KPIs including retention, adoption, NPS, pipeline growth, and expansion revenue - Oversee onboarding processes to ensure successful implementation and early value delivery - Create and embed adoption strategies to increase usage of key product features and modules - Identify and mitigate churn risks through proactive customer engagement - Build strong relationships with customer stakeholders, including executive sponsors - Collaborate with Sales, Marketing, and Product to drive upsell and cross‑sell opportunities - Champion the voice of the customer internally to influence product and business decisions - Lead Customer Success alignment with Revenue Function goals (acquisition, onboarding, growth, retention) - Apply EOS (Traction) principles in line with Leadership and Senior Management Teams Tools/Systems Used - CRM and customer lifecycle management tools - AI driven customer success intelligence tools - Reporting and analytics tools (e.g. NPS, usage data) - Internal collaboration and communication tools Team Interaction - Lead and develop the Customer Success team (including hiring, onboarding, performance management, and coaching) - Work closely with the Chief Revenue Officer on strategy and performance - Partner with Sales, Marketing, Product, and other revenue teams - Engage directly with customers and key stakeholders - Collaborate with Leadership and Senior Management Teams to drive alignment Qualifications - Experienced in Customer Success leadership roles within a B2B SaaS environment - Strong experience in customer retention, growth, and driving product adoption - Experience managing teams (including hiring, coaching, and performance management) - Understanding of customer success metrics (NPS, churn, expansion, adoption) - ACA / ACCA / CPA / CA qualification (or equivalent) - Experience within accounting, tax, or audit software (Desirable) - Experience in technology adoption and implementation (Desirable) - Project management experience (Desirable) Behavioural Traits - Customer‑centric and outcomes‑focused - Proactive with a strong ownership mindset - Driven to achieve growth and performance targets - Positive, resilient, and adaptable in a fast‑paced environment Interpersonal Skills - Excellent stakeholder management and relationship‑building skills - Strong leadership, coaching, and mentoring ability - Confident communicator across all levels, including senior stakeholders - Ability to influence cross‑functional teams and drive alignment Cognitive Abilities - Strong strategic thinking and decision‑making skills - Ability to interpret customer data and translate insights into action - Problem‑solving mindset with a focus on continuous improvement - Ability to balance long‑term strategy with day‑to‑day operational delivery Core Values in Action - Science – Uses customer data, feedback, and performance metrics (e.g. NPS, usage, retention) to inform decisions and continuously improve customer outcomes. - Ownership – Takes full accountability for customer success performance, ensuring strong adoption, retention, and growth across the customer base. - Openness – Builds transparent and trusted relationships with customers and internal teams, championing feedback and collaboration. - Agility – Adapts customer strategies and approaches in response to feedback, product changes, and evolving customer needs. Benefits - 7% Employer pension contributions providing you are a member of the scheme. - 25 days holiday + UK bank holidays, with an additional 0.5 days for every year of service. - 4x Salary life assurance. - Private medical insurance with Bupa. - Medical cash back scheme (for optical, dental etc) - Flexible working environment – work whenever and wherever that suits you. - Employee Referral scheme bonus of £1,000 - Financial support to enhance your home working environment. - Opportunity to work from home as a fully remote role within the UK. - Opportunity to meet Quarterly in Newcastle with an evening social. - Invitation to our Annual Global Gathering. - Continued professional development.

Role Description This is a pro-bono volunteer position. JerseySTEM provides free after school STEM classes to underserved middle school girls grade 5-8. Funding for these classes and other programs is largely derived from donations from Corporate sponsors. The Corporate Partnership Success Team Lead directs a team of 3-5 volunteers whose primary responsibility is the cultivation of long term relationships with Corporate Sponsors starting at the time of the Sponsor’s initial donation. Additional responsibilities include: - Public relations and editorial content development to support sponsor-specific and non-sponsor activities. - Recording financial and non-financial donations in SalesForce.com. Responsibilities include: - Report to the DEVT Department head and Board Members to ensure CPS is staffed appropriately to discharge its responsibilities during each school year. - Interact with peer department heads. - Collaborate with DEVT (Corporate Partnerships Development) to onboard and service Corporate Sponsors. - Work with COME (Community Engagement) to ensure the successful planning and implementation of onsite events at middle schools (STEMTalks), etc. - Coordinate with HUCA to hire new/replacements. - Partner with MKTG for the production and publication of Corporate Sponsor related social media and website postings, photography and videography, PR materials, editorial content, and the creation/production of other communications materials related to Corporate Sponsor support. - Lead weekly virtual CPS team meetings (Wednesdays 5:30pm-6:30pm EST). - Attend monthly Leadership Meetings (Optional). Qualifications - Genuine concern about/interest in solving the STEM education gender gap. - Ability to establish and maintain connections with area schools. - Resourceful, can-do attitude. - Experience with K-12 schools as a parent, former student, or professionally. - Outreach experience preferred. - Experience with community outreach and relationship development. - Not shy on phone or email. - Comfort working in a ‘virtual organization’ with digital tools (G-Suite, Slack, Jira, Salesforce). - Flexible schedule to allow for daytime calls with school admins during the work week would be a plus. Location This position is remote.

• Support the ongoing success of Emiri client deployments • Bridge product support, user experience, and development by investigating issues, coordinating resolutions, coaching commercial teams, and managing communication between users, client service teams, and product development • Apply a voice of customer lens to user feedback and issues to surface enhancement opportunities and influence the product roadmap • Own issue root cause identification and resolution to triage root causes between feature enhancements, system bugs, and user education • Coach commercial teams on the configuration and functionality of Liquid AI; support key client meetings and demos • Support setup, configuration, and QA of client models • Drive continuous improvement of support processes, tools and user education materials • Clearly communicate guidance and resolutions to users or internal teams • Test new enhancements or fixes prior to release to ensure quality and expected behaviour • Prepare concise write-ups of confirmed bugs or feature requests for the development team

Role Description The Partner Success Manager owns a book of Brook’s healthcare partnerships — health systems, provider groups, and health plans — and is accountable for their satisfaction, retention, and growth. The PSM is the day-to-day owner of each relationship and the bridge between partner needs and Brook’s clinical, operational, and product teams. - Keeps partners performing and confident in Brook’s Remote Care services. - Runs business reviews, drives adoption and measurable outcomes, surfaces expansion opportunities, and resolves issues before they escalate. - Suited for a relationship-driven account manager who is organized, data-comfortable, and energized by partner outcomes. - Senior Partner Success Manager and VP of Partner Success step in for enterprise-level negotiations and strategic decisions. Qualifications - 3–5 years in partner success, customer success, or account management, ideally with healthcare partners. - Track record of driving retention, adoption, and satisfaction across a book of accounts. - Comfortable leading business reviews and day-to-day partner conversations with clinical and operational stakeholders. - Strong organization and analytical comfort — interprets performance data and turns it into action. - Excellent written and verbal communication. - Bachelor’s degree or equivalent experience. - Comfortable using AI tools to work efficiently, with the judgment to verify output. Requirements - Owns the day-to-day relationship for a book of partner accounts, building trust across clinical, operational, and executive contacts. - Serves as the first point of contact and the escalation path for partner questions and issues. - Develops and maintains an account plan for each partner, aligning Brook’s capabilities to their goals. - Drives adoption and utilization of Brook’s Remote Care services toward measurable clinical and financial outcomes. - Leads regular business reviews that land on clear outcomes and next steps. - Identifies and qualifies expansion opportunities, and partners with the Partner Success team on renewals and enterprise-level conversations. - Tracks partner satisfaction and retention risk and builds mitigation plans for at-risk accounts. - Translates partner performance data into clear, useful updates for partner stakeholders. - Ensures partner feedback reaches Product, Clinical Operations, and leadership. - Coordinates across Partner Operations, Product, and Data to deliver on partner commitments. Benefits - Comprehensive benefits package supporting medical, financial, and mental-health wellbeing of employees and their families. - Medical, dental, and vision — Brook pays 100% of premiums for you and your children and 50% for a spouse or domestic partner, plus a Brook-funded HSA contribution (prorated by hire date) and a medical concierge. - Mental health at no cost through Spring Health, plus flexible PTO, dedicated sick time, and a generous holiday schedule. - Employer-paid life, AD&D, and short- and long-term disability; 401(k) with company match; and an emergency-savings match. - Employee referral bonus. Company Description Brook is The Remote Care Company. Building on our foundation in remote care, we provide the connected operating system that combines clinical AI, care teams, connected devices, and end-to-end delivery to enable continuous, longitudinal care at scale. - Supports adults managing chronic conditions such as diabetes, hypertension, and heart failure. - Helps people reduce their risk of developing type 2 diabetes through Brook+, our CDC-recognized Diabetes Prevention Program. - Works alongside clinics, hospitals, and health plans to help patients stay connected, engaged, and supported between visits. - Enables earlier intervention, improves patient experience, reduces administrative burden on care teams, and helps healthcare organizations deliver better outcomes more efficiently. - Aims to make continuous care the new standard of healthcare.