• Administrar e evoluir a plataforma de CRM (HubSpot ou similar), garantindo governança e padronização dos processos; • Analisar demandas das áreas de negócio e implementar configurações, automações, workflows, pipelines, formulários, permissões e regras de negócio; • Atuar como ponto focal entre as áreas de negócio, Desenvolvimento e Engenharia de Dados para demandas técnicas; • Desenvolver e manter automações que aumentem a eficiência operacional e reduzam atividades manuais; • Garantir a qualidade, integridade e governança dos dados cadastrados no CRM; • Estruturar dashboards e relatórios operacionais para acompanhamento dos indicadores do negócio; • Apoiar usuários na utilização da plataforma, disseminando boas práticas e promovendo a adoção das funcionalidades do CRM; • Identificar oportunidades de melhoria contínua dos processos e da experiência dos usuários.

• Own a portfolio of customers and ensure delivery of measurable outcomes aligned to each client’s goals. • Deliver quarterly customer outcome scorecards that clearly articulate performance, insights, and value realized. • Develop and maintain Customer Success Plans that align customer objectives with Nuvem’s solutions and strategic direction. • Lead Quarterly Business Reviews (QBRs) focused on outcomes, insights, risks, and forward-looking opportunities. • Monitor customer health indicators, engagement trends, and sentiment to proactively identify risk. • Execute defined retention and save playbooks for at-risk accounts in partnership with Customer Success leadership. • Ensure customers are positioned for predictable, on-time renewals through early value articulation and proactive engagement. • Maintain consistent executive-level engagement with customers to reinforce partnership and confidence. • Identify and pursue upsell and expansion opportunities within existing accounts, aligned to customer needs and value realization. • Partner with Sales to support expansion execution and ensure continuity across renewals and growth motions. • Build and maintain a qualified pipeline of expansion opportunities within the assigned portfolio. • Clearly articulate the value of additional solutions, services, or capabilities to support customer growth. • Maintain accurate and up-to-date customer records, success plans, health indicators, and opportunity tracking within Salesforce and Customer Success tools. • Follow defined engagement cadences and success frameworks based on customer tier and segmentation. • Support company initiatives such as Polaris and renewal programs through disciplined customer engagement and value storytelling. • Contribute feedback and insights to Customer Success leadership to improve frameworks, scorecards, and customer programs.

• Manage a portfolio of Eleos’s largest enterprise customers, serving as their primary post-live strategic partner • Build relationships with customer leadership and operational teams, aligning Eleos to their goals and success criteria • Lead quarterly business reviews focused on outcomes, adoption insights, and value realization • Partner with Account Management to support renewals and expansions, targeting strong retention and growth • Monitor customer health, adoption patterns, and operational usage to proactively identify risks and opportunities • Collaborate with internal teams including Product, CS Ops, Support, and Implementation to resolve issues and deliver improvements • Translate customer insights into recommendations that influence Eleos’s roadmap and product strategy • Develop and share success stories that demonstrate clinical, operational, and organizational impact • Serve as a key voice of the customer, ensuring feedback informs internal planning and decision making

• Coach & Mentor: Manage and upscale a team of high-touch Enterprise CSMs. • Replicate Best Practices: Identify the strategies, playbooks, and behaviors of top- performing CSMs and turn them into standardized best practices to ensure consistency across the entire organization. • Deck Building & Storytelling: Directly train and level up the team in executive-level deck building, teaching them how to use data to tell a compelling story that drives consultative recommendations. • Skill Development: Elevate the team’s capabilities in strategic selling, executive presence, and navigating complex, multi-stakeholder enterprise environments. • Process Architecture: Build, implement, and continuously refine scalable, consistent CS processes from scratch to optimize customer-facing workflows and ensure internal operational agility. • QBR Operating Cadence: Establish, standardize, and enforce a rigorous, high-impact Quarterly Business Review (QBR) framework that demonstrates clear ROI and uncovers growth levers. • Account Health & Leading Indicators: Define, measure, and monitor comprehensive customer health metrics. Move beyond lagging data to identify early, leading indicators of potential churn. • Account Mapping & Risk Mitigation: Drive a disciplined approach to account mapping and relationship management, ensuring CSMs are deeply embedded in partner ecosystems. Implement proactive risk mitigation protocols and playbooks to catch and save churn risks early. • Sales & CS Partnership: ensure seamless handoffs, coordinated account mapping, and maximum conversion. • Revenue & Expansion: Partner with Sales leadership to identify, track, and execute account expansion and cross-sell opportunities across our entire technology suite. • Product Feedback Loop: Act as an internal champion, synthesizing high-level enterprise trends and product feedback into actionable insights for our Product and UX teams.