• 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.

• Own the customer relationship from post-go live through renewal • Serve as the main point of contact for assigned customers • Conduct regular check-ins and strategic calls to foster engagement • Drive platform adoption and monitor customer health metrics • Advocate for customer needs internally • Lead regular success reviews with stakeholders and analyze customer data

• Own the partner relationship from initial conversations through renewal and beyond, becoming their trusted point of contact. • Listen deeply to each partner’s goals and pain points, ensuring your support is personalized, relevant, and proactive. • Communicate with clarity and heart—whether guiding through tough conversations or celebrating a win. • Anticipate and address issues before they escalate, offering solutions that align with both partner needs and company goals. • Collaborate cross-functionally with internal teams (tech, product, curriculum) to make sure the partner experience is seamless. • Celebrate partners’ wins with intentional gestures that reflect their values and victories. • Track milestones and outcomes across partner programs to inform strategy and foster continuous improvement. • Adapt your communication style to meet each partner where they are—whether that’s drop-ins, virtual calls, thoughtful emails, or a quick celebratory text.