Job Title: Customer Success Manager Position Type: Full-Time, Remote Working Hours: U.S. client business hours (with flexibility for client calls, QBRs, and support escalations) About the Role: Our client is seeking a Customer Success Manager / Account Manager to own client relationships, drive product adoption, and ensure renewals and growth. This role requires balancing proactive engagement with responsive problem-solving, acting as the client’s advocate internally while also identifying upsell and cross-sell opportunities. The CSM ensures that customers achieve measurable value while maintaining long-term, profitable partnerships. Responsibilities: Onboarding & Adoption: - Lead client onboarding sessions and establish success criteria. - Configure accounts, deliver product training, and ensure smooth implementation. - Track early adoption metrics to identify gaps. Relationship Management: - Manage a portfolio of 20–40 active accounts, depending on client size. - Serve as the primary point of contact for client stakeholders. - Conduct regular check-ins and strategic reviews. Proactive Engagement: - Monitor product usage through Gainsight, ChurnZero, Totango, or custom dashboards. - Identify at-risk accounts early and execute playbooks to re-engage them. - Deliver quarterly business reviews (QBRs) to align on goals and ROI. Support & Escalation: - Triage support issues and escalate to technical teams as needed. - Track resolution and ensure client satisfaction post-issue. Growth & Retention: - Identify upsell/cross-sell opportunities based on client needs. - Collaborate with sales teams to expand accounts while maintaining renewals. - Track renewal pipeline and prepare contracts for review. Reporting & Feedback: - Prepare reports on client health, usage, and renewal status. - Capture client feedback and relay to product/engineering teams for improvements. What Makes You a Perfect Fit: - Excellent communicator with executive presence and consultative skills. - Empathetic listener who balances client needs with business objectives. - Organized multitasker who thrives managing multiple accounts. - Comfortable owning revenue responsibility through retention and expansion. Required Experience & Skills (Minimum): - 2–3 years in customer success, account management, or client-facing roles. - Proficiency with CRM systems (Salesforce, HubSpot) and CS platforms (Gainsight, ChurnZero, Totango). - Strong presentation skills for client-facing reviews and demos. - Proven ability to manage client relationships and drive renewals. Ideal Experience & Skills: - 3–5 years CSM/AM experience with revenue targets. - Industry background in SaaS, professional services, or B2B technology. - Familiarity with NPS, CSAT, and customer health scoring. - Experience creating client-facing collateral (playbooks, decks, case studies). What Does a Typical Day Look Like? A CSM’s day revolves around driving client value and ensuring account health. You will: - Start by reviewing dashboards to identify at-risk accounts or upsell opportunities. - Hold client calls, ranging from onboarding sessions to strategic QBRs. - Coordinate internally with support, product, and sales to resolve issues or align strategies. - Prepare renewal forecasts and track contract timelines. - Document client interactions in CRM and update health scores. - End the day reviewing feedback and usage metrics, preparing actionable recommendations for clients. In essence: you are the client’s trusted advisor and the company’s revenue guardian, ensuring relationships are long-lasting, productive, and mutually beneficial. Key Metrics for Success (KPIs): - Net Revenue Retention (NRR) ≥ 100%. - Renewal rate ≥ 90–95%. - Expansion/upsell targets achieved. - Client health scores consistently maintained/improved. - Positive client satisfaction scores (NPS, CSAT). Interview Process: - Initial Phone Screen - Video Interview with Pavago Recruiter - Practical Task (e.g., roleplay a QBR or prepare an account health plan) - Client Interview with Sales/CS Leadership - Offer & Background Verification

• Own partner relationships post-signature • Manage partners through onboarding, launch, ongoing performance management, renewal, and select expansion opportunities. • Serve as a primary day-to-day point of contact for assigned partners across operations, performance, and collaboration. • Build strong, trusted relationships with partner stakeholders and help ensure a smooth experience across the partner lifecycle. • Work closely with Rev Ops to monitor partner performance against defined KPIs such as attach rate, engagement, revenue, partner satisfaction, and operational health. • Support recurring business reviews with partners and internal stakeholders by surfacing insights, risks, and recommended actions. • Identify issues early, coordinate cross-functional resolution, and help execute recovery plans where performance is off track. • Help implement and refine repeatable playbooks for onboarding, launch readiness, in-life support, and QBR/MBR cadences. • Contribute to partner tiering, governance models, and support structures that align service levels to partner needs. • Partner with RevOps and Operations to improve reporting, tooling, and workflow efficiency. • Manage longtail/affiliate partnerships • Gather partner feedback and translate it into clear themes and actionable recommendations for Product, Engineering, Marketing, Data, and Operations teams. • Share market and partner insights that help internal teams understand where friction exists and where opportunities for improvement or growth are emerging. • Advocate for partner needs while balancing Oura’s business priorities and member experience. • Run the internal business development for complex deals, bringing the right stakeholders together to build and/or develop new systems to scale with deals. • Partner with Legal, Security, Clinical/Regulatory, Support, and Operations teams to help ensure live partnerships operate within agreed guardrails and service expectations. • Manage escalations with a high bar for responsiveness, communication, and resolution. • Help maintain strong internal coordination across launches, reporting, support, and ongoing partner needs.

Job Title: Customer Success Manager – HVAC & Plumbing Position Type: Full-Time, Remote Working Hours: U.S. Hours About the Role We’re hiring a Customer Success Manager who thrives on fast-paced phone conversations and knows how to turn HVAC and plumbing inquiries into booked jobs. This role is perfect for someone who enjoys helping customers, closing opportunities, and being a key driver of daily revenue. You’ll be the first point of contact for customers calling in with urgent service needs. Your ability to listen, guide the conversation, and confidently book the right service will directly impact customer satisfaction, technician utilization, and overall business growth. Responsibilities Inbound Sales & Call Handling - Answer high-volume inbound HVAC and plumbing calls with professionalism, empathy, and confidence - Convert customer inquiries into booked service appointments, targeting a high call-to-booking rate - Ask the right questions to understand the issue and recommend the most appropriate service Scheduling, Upselling & Membership Sales - Schedule HVAC and plumbing appointments accurately and efficiently - Identify opportunities to upsell relevant services when appropriate - Promote and sell the membership program during eligible calls - Consistently work toward membership sales and booking targets Process, Documentation & Accuracy - Log all calls, bookings, and customer details accurately in the CRM - Follow call scripts, workflows, and scheduling guidelines - Contribute ideas to improve call handling, conversion rates, and customer experience Customer Experience & Team Collaboration - Handle escalated or sensitive customer situations calmly and professionally - Maintain a customer-first mindset on every call - Collaborate with team members to ensure consistent service quality What Makes You a Perfect Fit - You have experience handling HVAC or plumbing customer calls - You are confident on the phone and know how to guide conversations toward bookings - You enjoy sales but genuinely care about helping customers solve problems - You take ownership of your results and conversion performance - You are dependable, disciplined, and comfortable working U.S. hours - You adapt quickly in a fast-paced, high-call-volume environment Required Experience & Skills - Prior experience in HVAC or plumbing customer service or sales (must-have) - Proven ability to convert inbound calls into booked service appointments - Strong phone presence with excellent listening and communication skills - Experience working with CRMs or scheduling systems - Solid upselling and objection-handling skills - High attention to detail when documenting calls and bookings - Accountability for performance, call quality, and customer satisfaction What Does a Typical Day Look Like ? Your day is focused on helping customers get the service they need while keeping schedules full. You will: - Handle inbound HVAC and plumbing calls throughout your shift - Understand customer issues and recommend the right service solution - Book appointments and present membership options when applicable - Accurately document all interactions in the CRM - Handle escalations professionally and follow established processes In short: You turn incoming calls into booked jobs and long-term customer relationships through clear communication, empathy, and execution. Key Metrics for Success (KPIs) - Call-to-booking conversion rate - Membership close rate - Number of memberships sold - CRM accuracy and documentation quality - Customer satisfaction and call quality scores Interview Process - Initial Screening Call - Interview with Pavago Recruiter - Client Interview - Offer & Onboarding #LI-AG1

Job Title: Customer Success Manager – HVAC & Plumbing Position Type: Full-Time, Remote Working Hours: U.S. Hours About the Role We’re hiring a Customer Success Manager who thrives on fast-paced phone conversations and knows how to turn HVAC and plumbing inquiries into booked jobs. This role is perfect for someone who enjoys helping customers, closing opportunities, and being a key driver of daily revenue. You’ll be the first point of contact for customers calling in with urgent service needs. Your ability to listen, guide the conversation, and confidently book the right service will directly impact customer satisfaction, technician utilization, and overall business growth. Responsibilities Inbound Sales & Call Handling - Answer high-volume inbound HVAC and plumbing calls with professionalism, empathy, and confidence - Convert customer inquiries into booked service appointments, targeting a high call-to-booking rate - Ask the right questions to understand the issue and recommend the most appropriate service Scheduling, Upselling & Membership Sales - Schedule HVAC and plumbing appointments accurately and efficiently - Identify opportunities to upsell relevant services when appropriate - Promote and sell the membership program during eligible calls - Consistently work toward membership sales and booking targets Process, Documentation & Accuracy - Log all calls, bookings, and customer details accurately in the CRM - Follow call scripts, workflows, and scheduling guidelines - Contribute ideas to improve call handling, conversion rates, and customer experience Customer Experience & Team Collaboration - Handle escalated or sensitive customer situations calmly and professionally - Maintain a customer-first mindset on every call - Collaborate with team members to ensure consistent service quality What Makes You a Perfect Fit - You have experience handling HVAC or plumbing customer calls - You are confident on the phone and know how to guide conversations toward bookings - You enjoy sales but genuinely care about helping customers solve problems - You take ownership of your results and conversion performance - You are dependable, disciplined, and comfortable working U.S. hours - You adapt quickly in a fast-paced, high-call-volume environment Required Experience & Skills - Prior experience in HVAC or plumbing customer service or sales (must-have) - Proven ability to convert inbound calls into booked service appointments - Strong phone presence with excellent listening and communication skills - Experience working with CRMs or scheduling systems - Solid upselling and objection-handling skills - High attention to detail when documenting calls and bookings - Accountability for performance, call quality, and customer satisfaction What Does a Typical Day Look Like ? Your day is focused on helping customers get the service they need while keeping schedules full. You will: - Handle inbound HVAC and plumbing calls throughout your shift - Understand customer issues and recommend the right service solution - Book appointments and present membership options when applicable - Accurately document all interactions in the CRM - Handle escalations professionally and follow established processes In short: You turn incoming calls into booked jobs and long-term customer relationships through clear communication, empathy, and execution. Key Metrics for Success (KPIs) - Call-to-booking conversion rate - Membership close rate - Number of memberships sold - CRM accuracy and documentation quality - Customer satisfaction and call quality scores Interview Process - Initial Screening Call - Interview with Pavago Recruiter - Client Interview - Offer & Onboarding #LI-AG1