• Serve as the primary Customer Success Manager for a defined set of customers, developing strong, trusted relationships and acting as the main point of contact for ongoing success. • Demonstrate the ability to articulate best practices in workflow design and product usage, and effectively share that knowledge with both customers and Customer Success team members. • Ensure customers are realizing value from all DO software product lines through effective adoption and optimized use within clinical and administrative workflows. • Understand customer goals, workflows, and operational challenges, and align software usage to support measurable outcomes. • Proactively identify adoption gaps, usage risks, and opportunities for workflow optimization, and work with customers to address them. • Partner with internal teams—including project management, onboarding, professional services, product management, and support—to resolve issues, escalate risks, and improve the overall customer experience. • Translate customer feedback and real‑world workflow insights into actionable input for product and internal stakeholders. • Provide advanced guidance to customers on best practices for using ARIA and Eclipse across clinical and administrative use cases. • Act as a mentor and resource for other Customer Success Managers, helping them develop and maintain proficiency in ARIA and Eclipse. • Support onboarding and ongoing training of Customer Success team members related to ARIA and Eclipse workflows, use cases, and value positioning. • Develop and contribute to enablement materials, best practices, and reusable guidance to support consistent, high‑quality customer engagements.