• Own Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) • Drive renewals through demonstrated business value and measurable performance • Identify and develop upsell and expansion pathways in partnership with Sales • Build structured account growth plans tied to adoption and engagement performance • Ensure contract success criteria are clearly defined, measured, and communicated • Drive product adoption, activation, and sustained engagement • Establish structured Business Reviews tied to measurable KPIs • Create standardized intervention frameworks for underperforming accounts • Act as the execution bridge between Marketing strategy and partner operations • Define and implement customer health scoring frameworks • Build scalable Customer Success processes by segment (strategic vs standard operators)

• Own the education process and provider relationship throughout the contract period for assigned client organizations • Collaborate closely with the Customer Experience team • Schedule education, shadow, and debrief sessions • Build relationships with individual clinicians • Identify and escalate barriers to adoption • Recommend opportunities to improve onboarding, clinician communication, and user feedback processes • Contribute to process improvement initiatives that scale education quality and clinician adoption

• Communicate with users through written channels (chat, email, social media) on job search topics and product-related queries • Create and improve resumes and cover letters • Conduct LinkedIn profile audits and provide structured recommendations • Upselling relevant services during communication with clients • Research job openings and recruiters based on specific client requests • Minimize the risk of negative feedback and chargebacks • Work with CRM and internal team tools

• Conduct structured time and workflow audits across Success and Support • Identify high-impact, repeatable manual workflows • Map processes end-to-end including inputs, decisions, and exceptions • Design and launch AI-assisted workflows used consistently by CSMs • Quantify and validate annualized hours saved • Identify leading indicators in a consumption-based model • Run structured micro-pilots to validate signal usefulness • Translate mapped workflows into AI-ready playbooks • Build and deploy automations directly using Salesforce Flow, Zapier, Airia, Pendo, or similar platforms • Partner directly with frontline CSMs and Support teams