About the Role The Manager of Customer Success is a strategic leader responsible for owning the end-to-end customer experience, with a primary focus on driving long-term retention and sustainable revenue growth. In this role, you will collaborate with senior leadership to develop and execute tactical plans while inspiring a high-performing team to deliver exceptional customer management. By monitoring performance and providing dedicated coaching, you will empower your team to exceed targets and evolve into independent leaders within the organization. Key Responsibilities - Own and drive customer retention and revenue growth by achieving annual and quarterly gross and net retention targets. - Build and sustain a high-performing department through effective recruiting, onboarding, and performance management. - Develop and deliver strategic plans to enhance the overall customer experience, including the creation of a robust feedback loop for Product and Operations teams. - Conduct consistent coaching and professional development, including weekly one-on-one meetings and the facilitation of individual growth plans for all direct reports. - Ensure process predictability and operational excellence by equipping staff with clear policies, procedures, and training resources. - Drive continuous innovation by leveraging technology tools and enablement materials to improve employee efficiency and reduce operational waste. - Lead team alignment and communication through daily huddles and weekly meetings held to established organizational standards. - Execute rigorous performance appraisals and quarterly goal-setting that align individual outcomes with the departmental mission. Requirements - 5+ years of professional management experience with a proven history of leading independent contributors. - Demonstrated success in managing Customer Success or Account Management teams in a high-growth environment. - Strong background in developing, monitoring, and managing team performance against KPIs and SLAs. - Professional communication mastery, including the articulate use of syntax and grammar in both oral and written interactions. - High level of computer literacy with proficiency in CRM systems (such as HubSpot or Salesforce), word processing, and video conferencing tools. - Experience teaching or demonstrating software to drive functionality adoption and navigation for internal or external users. - Exceptional organizational skills with the ability to produce clear, error-free documentation and structured strategic plans. Skills and Knowledge - Advanced proficiency in using data and metrics to inform decision-making and measure progress toward complex goals. - Proven ability to navigate and resolve conflicts effectively to optimize outcomes for both the customer and the organization. - Prior exposure to providing business input for technology design and software functionality improvements. - Deep understanding of strategic customer management frameworks and the ability to translate vision into tactical execution. Accommodations: Harbor Compliance is committed to providing any reasonable accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter. Compensation: Compensation at the time of offer is based on factors such as skill set, experience, qualifications, and work location. Salary is one part of Harbor Compliance’s total compensation package. Other benefits may include health benefits, flexible paid time off, parental leave, fertility and adoption assistance, 401(k), and educational reimbursement. Note that the salary range and benefits apply only to U.S.-based candidates. Pay Transparency Policy Statement Harbor Compliance will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by Harbor Compliance, or (c) consistent with Harbor Compliance’s legal duty to furnish information. Equal Opportunity Statement Harbor Compliance is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law.

• Responsible for the overall relationship with assigned PBM clients, including managing ongoing client touchbases, contract deliverables, tracking client inquiries and maintaining logs, resolving client escalations when they occur, and ensuring overall client satisfaction. • Maintain regular contact with clients, client representatives, and other internal members of the account team regarding ongoing pharmacy operations. • Serve as the initial point of contact for all day-to-day operational inquiries, either from clients directly or from internal team members on behalf of the client. Lead and facilitate all client meetings, including quarterly and annual business reviews. • Partner with the Implementation Team during new client implementations to ensure a seamless transition from implementation to client management post-launch. • Responsible for gathering all client requirements for the annual open enrollment process, including benefit changes and any customized requirements. • Participate in client webinars, training, and other forums designed to educate their employees on Righway’s PBM solution. Travel to client sites for Open Enrollment or Benefit Fairs may be required. • Identify trends within issues and work with the operations team and vendor partners to take appropriate preventative measures. • Work with operations and vendor partners to ensure all requirements and deliverables are met and sent to the client timely and accurately. Ability to track and identify issues and risks that are not being met per contractual obligations. • Participate in efforts to support standardization across accounts and work in multi-disciplinary teams to design and implement production and operational enhancements. • Provide ongoing support to Rightway partners which may include, but is not limited to, interpreting plan design, researching and resolving phone, written and electronic inquiries, and resolving claims, benefit and enrollment issues. • Maintain an understanding of industry trends and provide clients with insights and recommendations on how Rightway’s solutions work to address those trends.

• Serve as the primary post-sales point of contact for a variety of small business customers • Utilize in-depth product and industry knowledge to drive and increase the adoption and utilization of podium products • Help customers achieve maximum value from products and achieve business objectives • Responsible for identifying opportunities for upselling and cross-selling within existing accounts • Proactively engage with customers during the renewal process to secure renewals and drive customer retention. • Develop a deep understanding of each customer's business objectives and industry challenges. Regularly conduct check-ins to assess customer satisfaction, identify opportunities for improvement, and offer solutions to optimize their usage • Act as the primary point of contact for customer inquiries, issues, and escalations. Proactively anticipate and address potential challenges to ensure a seamless customer experience. • Develop strong relationships with customers and become a trusted advisor. Act as a customer advocate within the company, relaying feedback to the product and engineering teams to drive continuous improvement.

Role Description Estamos em busca de um(a) Assistente de Pronto Atendimento, sendo a linha de frente do nosso relacionamento com clientes. Essa pessoa terá um papel essencial garantindo agilidade, clareza e qualidade no atendimento a corretores, imobiliárias e principalmente incorporadoras, através dos nossos canais de suporte. Aqui, o atendimento vai muito além de responder dúvidas: buscamos alguém que consiga entender o contexto do cliente, resolver problemas com autonomia e fortalecer a experiência com a Órulo em cada interação. - Realizar atendimentos via chat e e-mail garantindo agilidade e qualidade nas respostas; - Garantir o registro das solicitações no CRM de acompanhamento aos clientes; - Atender e apoiar incorporadoras, corretores e imobiliárias, entendendo suas dúvidas e necessidades; - Resolver demandas relacionadas à dúvidas sobre a plataforma, login, uso da ferramenta; - Direcionar e acompanhar solicitações com áreas internas quando necessário (Operações, Comercial, Financeiro etc.); - Garantir uma comunicação clara, empática e objetiva com os clientes; - Identificar padrões de dúvidas ou problemas recorrentes e sugerir melhorias de processo; - Apoiar na organização e priorização dos atendimentos conforme urgência e impacto; - Contribuir para a melhoria contínua da experiência dos usuários na Órulo. Qualifications - Experiência prévia com atendimento ao cliente, suporte ou Customer Success; - Excelente comunicação escrita (principalmente) e verbal; - Capacidade de lidar com múltiplos atendimentos simultaneamente; - Organização e senso de prioridade; - Agilidade no raciocínio e na resolução de problemas; - Proatividade e autonomia no dia a dia; - Facilidade para lidar com diferentes perfis de clientes. Requirements - Experiência com ferramentas de atendimento (ex: Digisac, Movidesk, Bitrix, etc.); - Vivência em empresas SaaS; - Conhecimento do mercado imobiliário (especialmente lançamentos); - Experiência prévia com incorporadoras, corretores ou canal de parcerias; - Conhecimento básico de métricas de atendimento (SLA, tempo de resposta, CSAT, etc.). Benefits - Vale Refeição; - Auxílio Home Office; - Oportunidade de crescimento e desenvolvimento; - Ambiente dinâmico, colaborativo e em constante evolução. Company Description A Órulo é o maior marketplace de lançamentos imobiliários do país. Conectamos incorporadoras a corretores e imobiliárias por meio do canal de parcerias, organizando e qualificando informações para facilitar a venda de imóveis novos. Nosso objetivo é tornar o mercado mais eficiente, transparente e escalável para todos os players.