• Lead and Elevate a High-Performing CSM Team • Coach, mentor, and develop a team of Client Success Managers to consistently deliver outstanding client outcomes • Set high standards around execution, accountability, and proactive engagement • Provide hands-on support for complex or high-risk engagements • Drive operational excellence — from capacity planning to scalable playbooks and delivery frameworks • Contribute strategically to the evolution of our Client Success function as we scale • Personally manage a portfolio of complex enterprise clients • Lead impactful Executive Business Reviews focused on value realisation and long-term outcomes • Develop multi-year success roadmaps aligned to clients’ safety and operational goals • Partner with Sales to identify expansion and advocacy opportunities • Conduct readiness and change Lead migration planning and execution • Oversee training, enablement, and hyper-care • Stabilise post-migration environments • Design and continuously improve onboarding, adoption, retention, and renewal frameworks • Define and evolve KPIs, health scoring, and value metrics • Use data proactively to identify risk and drive intervention strategies • Partner closely with Product, Technology, Sales, Marketing, and Support • Translate client insights into meaningful product and service improvements • Influence with credibility, insight, and data

• Conduct quality, detailed immigration screenings to help identify viable cases • Build rapport with compassion, active listening, and cultural humility • Screen accurately for information on family and humanitarian immigration options • Collect consultation fees and maintain organized consultation scheduling and documentation • Log intakes for legal assessment, track outcomes, and follow viable vs. non-viable procedures • Support reception to obtain new leads and help route client calls

• Win customers — Run pilots, shape pricing, and validate retention + expansion • Build the product — Work with FutureSight’s product/engineering pod to launch V1 • Raise capital — Lead the seed raise with our initial cheque • Build your team — Hire your founding team and set the cultural foundation

• Lead, coach, and develop a global team of Customer Success Consultant SMEs • Ensure strong expertise across products, workflows, use cases, and competitive positioning • Enable delivery of advanced consultative engagements, including onboarding, change management, process improvement, and in-depth product training • Manage global SME workload distribution as assigned to ensure efficient coverage, prioritization, and responsiveness • Collaborate closely with Customer Success leadership team on assigned initiatives • Identify trends, customer needs, and product opportunities through SME engagements • Lead change management efforts related to new products, AI capabilities, tools, and evolving Customer Success models