• Serve as the primary point of contact for customers, focusing on maximizing their ROI with Meal Ticket's product portfolio. • Identify customer success goals, driving growth and retention, managing renewals, and providing strategic consultation. • Lead the implementation of engagement strategies across Meal Ticket's products. • Design and guide customers' success plans, advocate for their needs through Voice of Customer programs. • Monitor customer health indicators, identify at-risk accounts early, and execute proactive intervention strategies to prevent churn. • Own the full renewal cycle for assigned accounts, initiating renewal conversations and securing commitments within contract timelines. • Help customers achieve their defined success goals by demonstrating how Meal Ticket solutions solve their operational challenges.

• Engage Franchisees in growth strategy conversations • Strategically introduce and execute on Drive white label growth opportunities • Develop & foster partner relationships with Franchise C-suite as well as strategy and operations leads • Conduct Business Reviews with Key Franchise decision makers • Determine the needs and wants of Franchisees, prioritize them, and work to co-create solutions • Serve at the primary point of contact for all issues and be accountable for their resolution • Drive operational improvement with Franchisees to deliver the best experience • Work cross-functionally with the Drive team to ensure Franchisees have the best possible experience

• Own a large portfolio of small to mid-sized business accounts • Engage customers through automated communications, success reviews, strategic check-ins and campaigns • Monitor usage and customer health to trigger timely interventions • Collaborate cross-functionally to resolve issues and deliver customer value • Identify churn risks and expansion opportunities, surface cross-sell opportunities to Sales

• Execute Tier 3 customer retention and engagement strategies, ensuring consistent and high-quality delivery across the customer base. • Manage ongoing customer communications, including email campaigns, webinars, and in-person sessions that educate users on workflows, best practices, and how to maximize product value. • Leverage digital education resources and self-service tools to increase adoption and improve customer engagement. • Monitor customer health and engagement metrics, proactively identifying retention risks and supporting execution of churn-save playbooks. • Support implementation of loyalty and engagement programs that reinforce customer satisfaction and retention. • Communicate Bamboo Health’s value to customers through reporting, success stories, and ROI-driven messaging. • Collaborate with internal teams to ensure customer issues are resolved quickly and effectively, escalating where necessary to prevent churn. • Identify and surface up-sell and cross-sell opportunities through insights gained from customer interactions and engagement data. • Contribute customer feedback and insights to internal teams (Product, Marketing, Operations) to help improve the customer experience. • Maintain accurate documentation of customer interactions, retention activities, and outcomes in CRM and related tools. • Serve as a trusted partner to customers, ensuring they feel supported, informed, and valued throughout their journey with Bamboo Health. • Continuously build proficiency with AI tools and integrate them into daily work practices to measurably improve productivity, accuracy, and customer experience.