• Writes, builds, edits, tests, reviews, and sends emails and automations to help meet the organization’s fundraising, advocacy and brand awareness goals while strengthening relationships with our supporters; • Assists with development and execution of the email marketing fundraising strategy (defining, creating, testing, and measuring) to meet goals and improve the organization’s emails; • Provides day to day guidance and strategy to Email Marketing Specialists; • Researches and stays current on assigned campaign activities to maintain a robust and consistent email program that supports the mission of the organization; • Updates and maintains standard operating procedures for the team, to include but not limited to production manuals and templates; • Train new and existing team members on processes and technology; • Stay up to date on new technologies, online communications systems and digital strategies; • Performs other duties and responsibilities, as assigned.

• Design, launch, and continuously improve digital customer success programs across the customer lifecycle, including onboarding, adoption, customer education, AI feature adoption, customer maturity progression, renewal readiness, and customer advocacy. • Own the digital experience for tech-touch and scaled customer segments while enabling high-touch Customer Success Managers with automated engagement programs, customer intelligence, and repeatable playbooks. • Build scalable lifecycle campaigns that proactively guide customers toward key milestones using automation, segmentation, customer behavior, product telemetry, and lifecycle analytics. • Own Customer Success digital reporting by developing scalable dashboards and reporting views for customer health, onboarding, adoption, product usage, engagement, renewals, expansion, and program effectiveness. • Partner with Revenue Operations and Business Systems to improve data quality, reporting automation, and accessibility of customer insights across the Customer Success organization. • Identify customer trends, risks, friction points, and growth opportunities through data analysis and translate insights into actionable recommendations for CS leadership and cross-functional partners. • Partner with Product, Product Marketing, and Customer Success to accelerate adoption of Doppel’s AI capabilities through targeted customer education, campaigns, usage analysis, and best-practice programs. • Measure AI adoption and customer maturity through clear success metrics; identify barriers to adoption and recommend improvements to product experience, enablement, and customer engagement. • Map, document, and continuously optimize the end-to-end digital customer journey using customer feedback, behavioral data, lifecycle analytics, and operational insights. • Collaborate with Marketing and Enablement to create targeted email campaigns, learning content, webinars, in-product guidance, best-practice resources, and customer communications aligned to lifecycle stage and success milestones. • Partner with Customer Success leadership to define and optimize customer health scoring, customer maturity frameworks, lifecycle processes, and standardized playbooks. • Identify opportunities to automate repetitive Customer Success workflows using AI, digital tools, and scalable operational processes. • Track and report on key metrics including time-to-value, onboarding completion, product adoption, AI feature adoption, customer health, product usage and engagement, NPS/CSAT, renewal readiness, expansion influence, and digital program ROI. • Conduct segmentation analysis and A/B testing to continuously improve digital customer engagement and program performance. • Partner with Product and Engineering to advocate for customer needs and improve in-product guidance, self-service experiences, and customer adoption paths. • Work with Sales and Account Management to align digital customer success programs with broader business initiatives, renewal planning, and growth opportunities.

• Serve as the primary COR interface; provide regular status updates and lead monthly/quarterly program reviews • Own the Contractor Project Management Plan (CPMP), staff roster, and all program deliverables per the Performance Work Statement schedule • Direct functional leads across platform maintenance, monitoring, DevSecOps, and security disciplines • Manage subcontractor performance and ensure integrated team delivery against all SLA commitments • Lead SAFe PI planning cycles, sprint ceremonies, and TASPL governance cadence per VA VIP Guide 4.0 • Oversee transition execution and enforce gate-based readiness checkpoints for all Key Personnel • Manage escalation paths and incident command for priority incidents within contractual SLA windows • Report monthly on SLA performance, cost actuals, and risk posture

• Manage multiple or joint energy efficiency programs with limited support from senior leadership. • Oversee all aspects of an energy program and work closely with both clients and energy professionals. • Engage in talent management process, including interviewing and performance evaluations. • Provide client communications and reporting. • Oversee program operations to ensure client requirements are met. • Support partner and client contract management process. • Develop solid and trusted relationships with client program team and collaborate with Senior Leadership. • Establish and maintain opportunities for community and trade ally engagement. • Lead and support company-wide Safety efforts. • Prepare monthly invoices and activity reports as required to the client.