Description Work from Home (WFH) - Remote work must be performed while residing in California, New Mexico, Florida or Massachusetts CIAT Location: San Diego, CA and Albuquerque, NM Division: Bootcamp Reports to: Student Success Manager Status: Non-exempt Employment Type: Full-time Summary The Student Success Advisor, Bootcamp Division is responsible for delivering high-touch, end-to-end support to students enrolled in accelerated certification bootcamps, ensuring they stay engaged, on track, and prepared for successful course completion and certification outcomes. This role will support new student onboarding, attendance monitoring, and student communication. The advisor works closely with the multiple CIAT departments to resolve student issues, maintain accurate records, and continuously improve the bootcamp experience through feedback collection and reporting. Responsibilities: Compliance & Records Management - Interacts with a high volume of bootcamp students via phone, email, live chat, events, and/or other communication channels from post enrollment through certification success in CIAT’s bootcamp programs - Provide positive motivation, nurturing, and support to improve student satisfaction and retention - Collect and organize all required enrollment documentation as set forth by governing agencies and institutional policies - Ensure data integrity of all student records to maintain 100% adherence to compliance requirements - Participate in document collection for avocational professional development students required for compliance audits - Facilitate course changes, start date changes, and enrollment cancelation requests - Monitor and support bootcamp payment verification, enrollment documentation collection, and registration processing Responsibilities: Student Engagement & Success: - Support the certification exam tracking and reporting processes and provide encouragement and resources to help students pass certification exams - Conduct new bootcamp enrollment welcome calls to support new professional development student cohorts starting their course - Support CIAT specialized alumni invitations to participate in complimentary bootcamps - Follow up with bootcamp participants to encourage increased survey participation - Collaborate closely with CIAT internal departments including Admissions, Marketing, Student Services, Career Services, Education, and IT to support end-to-end student success - Documents all interactions with prospective students within institutional information systems with proficiency and accuracy in creating, maintaining, and updating student records - Works with a sense of urgency, while engaging and listening to others - Exhibits a high degree of flexibility in adapting to a rapidly changing environment - Adhere to CIAT’s compliance requirements to ensure all Federal, State, accreditation, and institutional policies and procedures are being met - Follow communication guidelines to ensure high levels of customer satisfaction and professionalism - Embody CIAT’s mission, vision, purpose and values Requirements - High School Diploma or GED and general knowledge of the higher education industry - Bachelor’s Degree in Business Administration, Education, or related concentration preferred - Minimum of 2 years of professional work experience in customer service, student success, or related field. Previous experience working in a higher education setting is preferred - Excellent organizational and communication skills and ability to inspire and motivate - Proficient skills in MS Office products, including Outlook, Word, Excel, PowerPoint, and MS project and ability to learn additional software products - Computer literate with a proven ability to learn and effectively use CRM, SIS, and LMS software - Strong communication skills, both verbal and written, with the ability to effectively convey information and interact with students, colleagues, and others - Possess a sincere interest in helping others achieve life goals - Takes a customer-service-oriented approach to recruiting and retaining students and collaborating with internal departments - Ability to work collaboratively with colleagues, academic departments, and administration to support student success, achieve institutional goals and contribute to a positive and inclusive culture - Commitment to fostering an inclusive and supportive environment that respects the diversity of employees and students' backgrounds, experiences, and perspectives - Self-motivated with a strong work ethic; dedicated to quality, quantity, results and timeliness - Demonstrated ability to anticipate needs and exercise independent judgment - Excellent analytical skills, problem resolution skills and general business acumen - Position may require work responsibilities outside of normal business hours to accommodate business needs and deadlines - Flexible to work longer hours to meet deadlines, if needed - Reliable transportation to go on campus, attend seminars/trainings, if required - Team player with a positive, can-do attitude - Strong organizational skills with the proven ability to prioritize - Possess high ethical standards, being an example of professionalism to others - Ability to solve problems while maintaining compliance with all policies, procedures, and regulations, including those related to integrity, conduct, and professionalism - Must be able to embody CIAT’s mission, vision, purpose and values Position Type and Expected Hours of Work Days and hours of work are Monday through Friday with schedule rotations of weekend and evening hours. Supervisory Responsibility This position has no supervisory responsibilities. Location This is a remote position. Work must be conducted in locations that have been approved by the company. Company authorization is necessary for relocation or work from other locations, even if temporarily. Values Values such as integrity, excellence, customer service, teamwork and mutual respect are some of those that remain constant, regardless of changes in our company. When identifying company values, it is important that those values are demonstrated during business each day. Our values set expectations for how employees and managers interact with every person while representing the company. - We are passionate about education and student success. - We value integrity and excellence in our employees and students. - We treat ourselves and our students with dignity and respect. - We believe in and encourage innovation at our school to better help our students succeed. - We have a customer centric focus, and we want people highly committed to achieving goals, where our success equals student’s success. - We are accountable for our actions, and if errors occur, we focus on preventing future errors and moving forward. - We have a growth mindset, always looking for ways to improve, with a sincere belief that every student can do better and achieve their goals. - We expect every employee to be an example of conduct and professionalism, being a role model to students and colleagues. - We commit to fostering an inclusive and supportive learning environment that respects the diversity of students’ backgrounds, experiences, and perspectives. - We foster lifelong learning and professional development. Physical Demands These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the job. Reasonable accommodation can be made to enable people with disabilities to perform the described essential functions: - Essential functions of this role require sitting for extended periods of time - Ability to type, use a computer to search for information and input information while speaking on the phone is required - The employee will frequently be required to use the computer, mouse and telephone to conduct the regular tasks of this role - The employee will be required to compute simple to simple mathematical calculations as a normal part of this role - Must be able to lift, carry, and transport items up to 20 pounds and handle setup for various events as required Work Environment While performing the responsibilities of this remote position, the job holder will work in a home office environment. Reasonable accommodations may be made to enable people with disabilities to perform the essential functions of the job. This role routinely involves using standard office equipment such as computers, phones, and virtual communication tools. Employees are expected to ensure that their home office is a safe and ergonomic working environment, as the company will for employees working on campus. Employees must maintain data security and confidentiality in accordance with company policies and use secure connections for all work-related activities. Expectations regarding work hours, availability, and time tracking will be clearly communicated and must be adhered to. The company is not responsible for maintaining home office environments beyond the provision of reasonable accommodations and necessary work-related equipment. Workers' compensation and liability for injuries that occur in the home office will be covered as per company policy and applicable laws. This remote work policy is designed to comply with all relevant local, state, and federal laws. When in the office When in the office, employees are expected to follow all workplace safety rules, security protocols, and professional conduct guidelines. They should maintain a clean and organized work area, be punctual, and actively engage in in-person meetings, collaboration, and training as scheduled. The in-office environment may involve occasional noise, shared workspaces, and use of common areas, and employees are expected to be respectful of others working nearby. AAP/EEO Statement California Institute of Applied Technology provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, California Institute of Applied Technology complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. California Institute of Applied Technology expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of California Institute of Applied Technology employees to perform their job duties may result in discipline up to and including discharge. Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice. Salary Range The expected started starting salary for the Student Success Advisor - Bootcamp Division is $25.00-$28.00 hourly/DOE. We base salary offers on a variety of considerations, such as education, experience, equity and other business and organizational needs. #ZR

• Own and manage the overall client relationship, acting as the primary advocate for the client within Ensono • Drive profitable account growth through identification of expansion opportunities and strategic account planning • Partner with delivery teams to ensure high-quality service execution and sustained customer satisfaction • Proactively manage account health, including renewals, risk mitigation, and issue escalation • Leverage Ensono’s full portfolio of services and internal resources to address client needs and business objectives • Build long-term, executive-level relationships that support “clients for life” outcomes

• Lead the end-to-end migration of business systems, potentially from WeTravel or other platforms, into a new CRM. • Build and configure a fully functional CRM from scratch, tailored to real-world travel operations. • Map and transfer all relevant data, including client information, itineraries, payments, and supplier information. • Ensure data integrity, accuracy, and proper organization throughout the migration. • Customize CRM fields, workflows, and pipelines to reflect the business’s actual processes. • Analyze and translate complex travel operations into a logical, scalable system. • Design workflows that accommodate group trips with individual variations, layered logistics, and household-level client communication. • Manage both the user interface and backend configurations of the CRM. • Implement automations, integrations, and reporting tools to support efficient operations. • Clean, organize, and validate existing data before migration. • Provide hands-on training to the owner and key stakeholders.

Director of Customer Success Location: Remote within approved US states Reports to: VP of Growth About BombBomb BombBomb is on a mission to help relationship-driven sales teams create authentic connections with their customers. We are a video messaging platform designed to provide individuals and teams the ability to stand out, show up and close deals faster. We work with thousands of customers across a wide range of industries, from growing businesses to large organizations. We are entering the next phase of growth with a clear goal of becoming data-driven, scalable, and intentional in how we drive customer value, retention and revenue. Customer Success is a critical cornerstone. We’re excited to bring on an awesome, go-getting leader to join our team as Director of Customer Success! Why Join BombBomb You have the opportunity to: - Own and shape a critical function - Direct impact on revenue and retention - Build systems from the ground up - Influence company strategy - Lead, serve and invest in our Customer Success team with drive, clarity and empathy Why this Role Exists We have a strong customer base and a significant opportunity to: - Reduce churn - Improve product adoption - Unlock expansion within existing accounts Today, those outcomes and metrics are not as predictable or scalable as we need them to be. This role is designed to report to and partner with the VP of Growth to solve that problem. Should you step into this opportunity, you will take Customer Success (CS) from a reactive function to a proactive, structured, revenue-driving engine. This is a build + operate opportunity, not a “maintain what exists” role. You will lead Customer Success, Support, and Onboarding, with a mandate to: - #1 - Turn CS into a well-oiled, revenue-generating engine - Improve retention and reduce churn in the near term - Build scalable systems for customer engagement, product adoption and health - Build out a land and expand model to drive expansion within current customers - Improve CS efficiency as a percentage of ARR - Invest in our people through coaching, removing roadblocks, cultivating collaboration and in the end, creating a team that thrives This is a hands-on leadership role for someone who can operate in the details while building the system and coaching a team. We are looking for a leader who can quickly assess what’s not working, implement structure, and elevate team performance. What You’ll Own Lead and Develop the Customer Success Team - Be a present, driving force for the team to follow - Directly manage and lead Customer Success Managers, Support, and Onboarding team members - Coach and develop the team to drive strong customer outcomes and account performance - Establish clear expectations, accountability, and a high-performance culture - Jump in to support and engage with key accounts and opportunities as needed - Lead by example through our core values of curiosity, do more with less, build relationships, humility & empathy and work to build trust both internally and with our customers Strengthen Customer Engagement and Retention - Be ruthless about improving GRR - Evolve CS from reactive to proactive motions - Help design and execute a tiered approach to customer engagement based on account size and needs - Organize and structure an engagement model that drives high-touch, success planning, time-to-value and value realization across accounts - Be a thought-leader who standardizes best practices such as account reviews and customer success plans Build and Scale Expansion Within the Customer Base - Be relentless about increasing NRR - Build and scale a repeatable land-and-expand motion - Work with the team to identify expansion opportunities tied to real value - Coach CSMs in qualifying and driving expansion opportunities - Partner with Sales on our new logo and acquisition strategy - Develop repeatable approaches to expanding usage across teams and departments within customer organizations Implement Scalable Systems and Processes - Be data-driven through implementing and optimizing systems and process to give internal teams and external customers analytics and insights to make decisions - Leverage AI to transform how we engagement customer, identify risk, and scale personalized outreach across our customer base - Lead the optimization of our Gainsight platform - Build customer health scoring, lifecycle playbooks, and automated workflows - Partner with Revenue Operations to improve visibility and forecasting Partner Cross-Functionally - Be a key leader within the Growth organization, partnering closely with other Growth functions, Product and RevOps to drive retention and expansion - Collaborate closely with Sales, Marketing, Product, and Revenue Operations - Provide customer insights to inform product direction and go-to-market strategy - Contribute to creating a seamless experience across the full customer lifecycle What Success Looks Like (by the end of 2026) - The well-oiled engine of CS is conceptualized, defined, agreed on and foundations are in place - CS is viewed as a strategic growth function and revenue partner - Data drives our decisions - Churn is clearly understood, measured, actively managed and reducing - Customer health is measurable and managed - A defined and consistent customer engagement model is in place - Expansion is a growing revenue stream - Gainsight and other systems are in place and supporting our strategic plan - The team is thriving with clear goals and expectations, fully invested with stakes in the game, and growing from a fully-functioning expansion funnel About You Who this role is perfect for This opportunity is ideal for someone who wants to build and design a team under the leadership and working with the VP of Growth. A CS leader who has built and scaled CS functions with a SaaS company and who is ready to take full ownership of retention and expansion. What we’re looking for - 7 to 10 years in SaaS Customer Success, Account Management, or related roles - Experience leading teams in a SaaS environment (ideally in the $10M - $50M range) - Experience with products like BombBomb, where usage is discretionary and long-term retention depends on continuously demonstrating customer value and driving ongoing adoption - Success creating an approach to driving expansion - Experience working with or implementing Gainsight - A growth mindset open to direction and leadership from the Senior Leadership Team Your capabilities include Customer and Commercial Orientation You are focused on delivering value to customers while also identifying opportunities for growth and expansion. Builder Mindset You enjoy creating structure, improving processes, and building scalable systems. Hands-On Leadership You are comfortable rolling up your sleeves, engaging directly with customers, supporting your team in real-time, and helping our people reach their goals. Operational Discipline You bring clarity, consistency, and accountability to how work gets done. Strong Communication and Collaboration You work effectively across teams and help create alignment and shared understanding. Compensation The OTE compensation range for this position is $155,000 - $175,000 annually. Final compensation for this role is determined by a variety of factors, such as a candidate’s relevant work experience, skills, certifications, and geographic location. BombBomb’s Benefits & Perks include: - Excellent Medical, Dental and Vision Benefits for you and your family - Flexible Paid Time Off program - 9 paid holidays - 401k Plan with employer match - Monthly Internet stipend - New Hire Home Office set-up bonus - Annual Education / Development for your career growth BombBomb's success in building human connection depends on our ability to foster an equitable and inclusive work environment. We are committed to attracting, retaining, and growing a diverse workforce where people from all backgrounds can feel empowered to bring their whole selves to work, and contribute their best work. We never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, marital status, veteran, and disability status. BombBomb is an equal opportunity employer that welcomes everyone to our team.