• provide enterprise-level leadership for Sellers Dorsey’s Quality Advisory and Client Success functions • own the end-to-end client lifecycle—from solution design and advisory delivery through adoption, value realization, retention, and expansion • scale market-ready Quality Advisory offerings and a best-in-class Client Success operating model • drive integration, operational excellence, and client outcomes • establish clear success definitions, client tiering, engagement models, and advisory pathways aligned to client segments • maintain executive accountability for client satisfaction, retention, renewals, and advocacy • serve as executive sponsor for priority or at-risk clients, ensuring rapid issue resolution and value realization • lead and develop a high performing Quality & Client Success leadership team • standardize and scale QBRs as a core protocol across the client portfolio • operationalize and continuously refine Quality Advisory offerings, scopes, playbooks, and delivery models • ensure consistent, high-quality execution of engagements with measurable outcomes • design and operationalize a structured client lifecycle framework spanning onboarding, adoptions, ongoing engagement and value realization • establish and own KPIs across client health, adoption, retention, NPS, utilization, and time-to-value • partner with Sales/Business Development on solutioning, proposals, renewals, and expansions

• Own East Coast territory strategy and execution, delivering on annual revenue targets through new logo acquisition, expansion, renewal, and lifecycle growth. • Develop and execute a multi-year territory plan aligned to Hayden AI’s broader strategic growth objectives. • Partner with the CGO to develop and execute overall revenue goals, market prioritization, pricing strategy, and strategic growth initiatives. • Own top-line KPIs including revenue forecasting, pipeline health, net new revenue, and churn performance. • Provide structured weekly and monthly revenue insights to executive leadership. • Lead disciplined pipeline management across long government sales cycles. • Own the customer lifecycle from prospect through long-term partnership. • Ensure successful transition from pilot to contract, and from initial deployment to expansion. • Drive renewals and alignment on contracting and payment terms. • Oversee customer health metrics including NPS and account performance indicators. • Lead account planning strategy, including executive relationship mapping and long-term expansion pathways. • Identify strategic growth opportunities within existing accounts, including ARR growth and deployment scale. • Serve as a subject matter expert on transit operations, bus lane enforcement, curb management, and municipal parking ecosystems. • Engage C-level and senior agency leadership in consultative discussions focused on safety, operational efficiency, and community impact.

Overview In the Client Success Agent role, you’ll bring courage into every conversation, empowering clients with the confidence to take control of their financial future. Your compassion and expert guidance will inspire resilience and progress throughout their debt relief journey. The Client Success Agent provides exceptional voice support in an unscripted environment for clients enrolled in the company’s debt settlement program. A typical day includes handling inbound and outbound calls regarding complex financial situations, maintaining accurate account documentation, and building strong rapport with clients. By exemplifying the company’s core values, Client Success Agents help drive high satisfaction and ensure clients receive the best possible service experience. This position has an expected start date of 5/11/2026. This is a full-time remote role. We are currently hiring for positions in AZ, FL, GA, MI, NC, NV, OK, PA, SC, TN, TX, and UT. The Client Success Agent role includes two levels that reflect increasing proficiency, scope, and responsibility: - Client Success Agent I – Developmental stage focused on mastering core responsibilities. Agents are expected to complete required training and demonstrate proficiency within the first four months in order to progress to Client Success Agent II. - Client Success Agent II – Applies advanced knowledge and manages more complex client scenarios, including legal and escalation related matters. We are seeking individuals who are available for the following 8 hour shift scheduling options. Scheduling decisions are based on business need and will be confirmed prior to hiring. - Sunday to Thursday from 6am to 3pm PST - Tuesday to Saturday from 6am to 3pm PST - Monday to Friday from 10am to 7pm PST - Monday to Friday from 9am to 6pm PST - Monday to Friday from 7am to 4pm PST Responsibilities - Utilize CRM software (Salesforce) to respond to client calls and address concerns. - Resolve client inquiries and complex financial situations using empathy, confidence, and subject matter knowledge. - Document client discussions clearly and concisely. - Present settlement proposals to clients for approval. - Guide clients toward next steps to progress toward their financial goals. - Escalate and direct clients to leadership or other departments as needed. Level DistinctionClient Success Agent I – Development Track (Level 1) - Complete required Client Success Agent training and demonstrate proficiency in core responsibilities. - Handle standard client inquiries and occasional legal overflow using foundational legal training. - Build proficiency in client de escalation, solutioning, and problem resolution. - Strengthen competency across systems, process navigation, and documentation accuracy. Client Success Agent II (Level 2) - Apply knowledge gained through successful completion of Client Success Agent I responsibilities. - Primarily manage legal, pre legal, lawsuit, summons, and creditor escalation calls. - Conduct complex de escalations with distressed or high stakes client situations. - Interpret legal documentation and provide accurate next step guidance. - Maintain elevated compliance standards and documentation accuracy. - Serve as a subject matter resource on legal workflows, high risk patterns, and escalation trends. Qualifications Education/Experience Requirements - High school diploma or equivalent required; Bachelor's degree preferred. - Minimum 2 years in a customer service or relationship-based support role required. - Financial services or banking experience preferred. Level 2 RequirementTo qualify for Client Success Agent II, individuals must: - Successfully complete all components of the Client Success Agent I role, including required training. - Demonstrate proficiency in core responsibilities and sustain performance expectations. - Complete up to four months of experience as a Client Success Agent I (inclusive of training and production time). - Meet expectations outlined in the evaluation criteria for advancement (training performance, production trends, and legal upskilling assessment). Required Skills/Abilities - Ability to de-escalate vulnerable clients using empathy and active listening. - Strong working knowledge of client service processes and use of internal knowledge bases. - Exceptional attention to detail; strong organizational and multi system navigation skills. - Strong critical thinking and problem-solving abilities. - Ability to remain calm, confident, and professional when handling complex issues. - Proficiency in Microsoft Excel and Office. - Ability to clearly explain debt settlement program details. - Ability to recall and accurately document detailed client conversations in Salesforce. National Debt Relief Role Qualifications: - Computer competency and ability to work with a computer - Prioritize multiple tasks and projects simultaneously - Exceptional written and verbal communication skills - Punctuality expected, ready to report to work on a consistent basis - Attain and maintain high performance expectations on a monthly basis - Work in a fast-paced, high-volume setting - Use and navigate multiple computer systems with exceptional multi-tasking skills - Remain calm and professional during difficult discussions - Take constructive feedback - Available for full-time position, overtime eligible if classified non-exempt Compensation Information Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for each position across the US. Within the range, individual pay is determined by work location, job-related skills, experience, and relevant education or training. This good faith pay range is provided in compliance with NYC law and the laws of other jurisdictions that may require a salary range in job postings. The salary for this position is $20/hr + eligible for performance based bonuses. About National Debt Relief National Debt Relief was founded in 2009 with the goal of helping an expanding number of consumers deal with overwhelming debt. We are one of the most-trusted and best-rated consumer debt relief providers in the United States. As a leading debt settlement organization, we have helped over 450,000 people settle over $10 billion of debt, while empowering them to lead a healthier financial lifestyle and feel free to live their best life. At National Debt Relief, we treat our clients like real people. Our purpose is to elevate, empower, and transform their lives. Rated A+ by the Better Business Bureau, our goal is to help individuals and families get out of debt with the least possible cost through conducting financial consultations, educating the consumer and recommending the appropriate solution. We become our clients' number one advocate to help them reestablish financial stability as quickly as possible. Want to learn more about who we are? Connect with us on social! Benefits National Debt Relief is a team-oriented environment full of rewards and growth opportunities for our employees. We are dedicated to our employee's success and growth within the company, through our employee mentorship and leadership programs. Our extensive benefits package includes: - Generous Medical, Dental, and Vision Benefits - 401(k) with Company Match - Paid Holidays, Volunteer Time Off, Sick Days, and Vacation - 12 weeks Paid Parental Leave - Pre-tax Transit Benefits - No-Cost Life Insurance Benefits - Voluntary Benefits Options - ASPCA Pet Health Insurance Discount - Access to your earned wages at any time before payday National Debt Relief is a certified Great Place to Work®! National Debt Relief is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other status protected by law. For information about our Employee Privacy Policy, please see hereFor information about our Applicant Terms, please see here #LI-REMOTE

About the Role As a Senior Customer Success Manager, you will independently manage strategic customer relationships and ensure long-term value realization across a portfolio of mid-market and enterprise accounts. You will lead success planning, drive adoption and engagement, and mitigate risk while collaborating cross-functionally with Product, Engineering, Sales, and Support. Your work will have a direct impact on retention, satisfaction, and account growth, and you’ll contribute insights to help evolve customer and internal processes. Who you are - Confident operating independently, navigating strategic accounts, and aligning customer needs with organizational goals - Comfortable managing technical and strategic issues, leveraging internal partnerships to drive outcomes - Effective communicator with the ability to present complex ideas clearly across a range of audiences - Adaptable and proactive in dynamic, fast-paced environments with a continuous improvement mindset What you will do - Manage strategic customer relationships post-sale, focusing on adoption, retention, and value delivery with minimal oversight - Deliver outcome-oriented QBRs/EBRs and lead success planning to align customer goals with platform capabilities - Drive platform adoption and feature engagement through best practices, enablement, and education on roadmap developments - Monitor account health using data-driven insights; proactively identify risks and lead coordinated mitigation efforts - Resolve complex escalations with timely, clear communication and a focus on long-term customer trust and satisfaction - Collaborate with Sales, Engineering, and Support to influence renewal and expansion outcomes - Represent the customer voice internally, providing structured feedback to Product and other teams - Support knowledge sharing and contribute to internal process development or mentoring where relevant Must Haves - 8+ years of experience in enterprise SaaS, with at least 3 years in Customer Success, TAM, or support roles - Proven track record managing complex customer relationships, including executive-level stakeholders - Strong communication, analytical, and problem-solving skills with an emphasis on delivering measurable outcomes - Technical familiarity with internet and networking technologies; experience with security products is a plus - Proficiency in CRM and support tools such as Salesforce and Jira - Bachelor’s degree in a technical field (e.g., Computer Science, Engineering) or equivalent professional experience #LI-MC2 Actual compensation will be determined based on several non-discriminatory factors including skills, experience, qualifications, and geographic location. In addition to base salary, this role may be eligible for bonus or incentive compensation, equity, and a comprehensive benefits package. Base salary range: $139,440—$164,000 USD Abnormal AI is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law. For our EEO policy statement please click here. If you would like more information on your EEO rights under the law, please click here.