This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description Customer Success Managers are trusted advisors to key stakeholders at our accounts, delivering strategic insights to drive their business initiatives. Additionally, this role will be primarily responsible for guiding users through onboarding, training, and ongoing engagement at our Strategic Accounts. The overall mission of this role is to develop deep and personal relationships with our user base, driving user adoption across the organization and ensuring retention, verified business value, and renewal of each account. Responsibilities - Ensure high user-adoption through effective executive sponsorship, change management, and white-glove trainings. - Lead Executive Business Reviews with client executives to communicate value provided by AcuityMD. - Generate contract renewals by ensuring client executives and users are seeing value with AcuityMD. - Identify and illuminate customer success stories and examples of AcuityMD ROI. - Partner with Strategic Program Manager and Account Executives to build growth strategies for your book of business and work with them to secure successful renewals and expansions. - Regularly monitor account health and adoption to find opportunities to help customers acquire maximum value from AcuityMD. Qualifications - 5-7+ years of experience with deep experience in Customer Success for Enterprise SaaS or in the Medical Technology industry. - You’re able to develop close personal relationships with customers and colleagues through empathy. - You are a patient and active listener. - You’re proactive and self-driven, and bring infectious energy and resiliency. - You are an excellent verbal and written communicator (email & PPT). - You’re highly organized with ability to multi-task and prioritize different assignments. Nice to Haves - Analytical background with experience with SQL or other query-based language. Requirements - You must have an eligible work permit in the USA to be considered for this position. Benefits - Ground floor opportunity: Join a high-growth startup, backed by world-class investors across Enterprise SaaS and Medical Devices (Benchmark, Redpoint Ventures, and Ajax Health). - Learning Budget: Reimbursements for relevant learning and up-skilling opportunities. - Remote work: AcuityMD is committed to supporting full-remote flexibility for employees in the US. We provide a work-from-home stipend for all employees. - Flexible PTO: Generous time off and flexible hours give you the freedom to do your best work. - Paid Health, Dental, and Vision Plans: We offer 100% paid health, dental, and vision plans for all employees and 75% paid for our employees' dependents. - Home Office Stipend: $1,000 to invest in remote office equipment and WiFi reimbursement. - Optional Team Retreats: We meet in-person multiple times per year for co-working and social gatherings. - Parental Leave: 8-16 weeks of fully-paid, flexible parental leave.

• Serve as the primary technical relationship owner post-deployment, ensuring ongoing alignment with the customer’s business objectives • Act as the first point of escalation for customer issues, coordinating with cross-functional teams to ensure timely and satisfactory resolution • Build strong executive and operational relationships within customer organizations, positioning GE Vernova as a trusted partner • Develop and maintain deep product knowledge across GE Vernova’s Grid Software portfolio • Collaborate with customers to understand their operational use cases and ensure proper solution adoption, configuration, and utilization • Translate complex technical features into business value and ensure alignment with customer goals and desired outcomes • Monitor customer health, proactively identifying risks to retention and opportunities for expansion • Drive successful customer outcomes by aligning internal resources to deliver value and results across the customer lifecycle • Lead regular check-ins, business reviews, and success planning sessions with customers • Help lead Root Cause Analysis (RCA) efforts following critical issues or escalations, ensuring learnings are captured and applied to standard work to drive continuous improvement • Act as the internal voice of the customer, channeling feedback to Product, Engineering, Support, and other internal stakeholders • Coordinate cross-functional efforts to address customer challenges and enhance the overall experience • Contribute to the development of best practices and scalable customer success strategies

• Serve as the primary technical relationship owner post-deployment, ensuring ongoing alignment with the customer’s business objectives. • Act as the first point of escalation for customer issues, coordinating with cross-functional teams to ensure timely and satisfactory resolution. • Build strong executive and operational relationships within customer organizations, positioning GE Vernova as a trusted partner. • Develop and maintain deep product knowledge across GE Vernova’s Grid Software portfolio. • Collaborate with customers to understand their operational use cases and ensure proper solution adoption, configuration, and utilization. • Monitor customer health, proactively identifying risks to retention and opportunities for expansion. • Lead regular check-ins, business reviews, and success planning sessions with customers.

• Gerenciar uma carteira de clientes, garantindo o sucesso em cada etapa da Jornada dos Clientes • Realizar reuniões de Sucesso, estratégicas, trazendo visão de uma pessoa expert em DP e RH • Engajar e reengajar clientes ao longo da Jornada, trazendo eles para o uso contínuo da solução • Realizar ~50 reuniões com clientes por mês • Entender a fundo o negócio de cada cliente, analisar dados e sugerir melhorias para que otimizem seus processos de DP e RH utilizando a plataforma Convenia • Auxiliar em projetos visando otimização e melhoria dos processos táticos e estratégicos com clientes