Role Description En tant que Lead Customer Success, vous serez responsable de la structuration et du développement du département Customer Success. Votre objectif principal sera de garantir une expérience client optimale, d’améliorer la rétention et de maximiser la valeur client sur le long terme. Vous jouerez un rôle clé entre les équipes Sales, Produit et Opérations, en mettant le client au centre de la stratégie de l’entreprise. Vos responsabilités - Leadership & Stratégie - Définir et piloter la stratégie Customer Success en lien avec les objectifs de l’entreprise - Construire, structurer et faire évoluer l’équipe CSM - Définir et suivre les KPIs clés : rétention, churn, NPS, expansion revenue - Gestion du cycle client - Superviser l’onboarding, l’adoption et l’engagement des clients - Garantir une expérience client fluide et qualitative sur l’ensemble du parcours - Identifier les opportunités d’upsell et de cross-sell - Optimisation & Process - Mettre en place des outils, process et automatisations (CRM, reporting, workflows) - Améliorer en continu le parcours client - Remonter les feedbacks clients aux équipes Produit pour améliorer les offres - Collaboration interne - Travailler en étroite collaboration avec les équipes Sales pour assurer une transition fluide des clients - Collaborer avec les équipes Produit et Marketing pour améliorer la valeur client - Être la voix du client en interne Qualifications - Minimum 3 ans d’expérience en Customer Success, Account Management ou Customer Experience - Français (courant/natif) – exigé - Expérience confirmée en management d’équipe - Forte capacité à piloter la rétention, réduire le churn et développer l’expansion revenue - Esprit analytique et data-driven - Excellentes compétences en communication et gestion des parties prenantes - Profil structuré, capable de construire des process from scratch Requirements - Un plus : Expérience dans les énergies renouvelables, la green tech ou la sustainability - Expérience dans des environnements en forte croissance

• Define, implement, and continuously optimize CRM strategy across all communication channels (Email, SMS, push notifications, in-app, and onsite messaging) with a dedicated focus on Sweepstakes and Social Casino products. • Own the full customer lifecycle across both core products and Sweepstakes/Social Casino verticals, ensuring effective onboarding, engagement, retention, reactivation, churn prevention, and lifetime value growth. • Plan, execute, and evaluate CRM campaigns tailored to Sweepstakes and Social Casino audiences, with a strong focus on personalization, behavioral segmentation, bonus mechanics, gamification, and measurable ROI impact. • Collaborate with cross-functional teams (content, design, product, analytics) to ensure campaigns are creative, data-driven, and aligned with business objectives. • Monitor, analyze, and report on CRM KPIs such as CLV, retention, conversion, and churn; translate insights into actionable improvements. • Ensure full compliance with data privacy regulations and responsible gaming / sweepstakes regulatory frameworks across all communications.

• Define and own the Customer Success strategy, team structure, lifecycle methodology, and the metrics that matter (NRR, churn, CSAT, adoption). • Lead, coach, and grow a team of Customer Success Managers, setting the standard for ownership, accountability, and customer impact. • Build scalable, repeatable CS processes across the full post-onboarding lifecycle: adoption, advancement, and expansion. • Own Apaleo’s most important customer relationships, guiding executive-level business reviews and driving meaningful outcomes. • Represent the Voice of the Customer at the leadership level, translating insights into actionable feedback for Product, Engineering, and Go-to-Market teams. • Define and track customer health using data and tooling (HubSpot, Gainsight, or similar) to proactively manage risk and identify growth opportunities. • Partner cross-functionally with Sales, Marketing, Product, and Engineering to deliver a seamless and commercially aligned customer experience. • Set the strategic direction for onboarding working closely with the Onboarding Lead. • Act as the senior escalation point for complex onboarding issues, partnering cross-functionally to resolve systemic challenges.

Title: Senior Manager, Regional Advisor Success - West Location: New York City Job Description: About Fora Fora is the modern travel agency, empowering anyone with a passion for travel to build a thriving advisory business. We're modernizing the $100B+ travel agency industry by combining powerful technology, data, and community to enable thousands of entrepreneurs to build on our platform. Our business-in-a-box platform gives travel entrepreneurs everything they need to launch and scale, from cutting-edge tools and personalized training to a vibrant community and exclusive industry partnerships. At the heart of it all is our mission: to help the next generation of travel entrepreneurs turn their love for travel into a fulfilling career, whether full-time or part-time. We believe that everyone, from seasoned professionals to first-time advisors, can build something both profitable and personal. Founded in 2021 by seasoned entrepreneurs, Fora has grown steadily since, expanding to a team of 200+ full-time employees based in downtown New York City. In 2025, we announced our $60 million Series B and C investment rounds, led by Thrive Capital and Insight Partners, with participation by previous investors including Forerunner and Heartcore Capital. We've also been recognized as a LinkedIn Top Startup 2024, Fast Company's Most Innovative Companies 2025 and 2023, and Built In 2025 Best Places to Work. We're building the first truly unified platform for all travel needs—leveraging the best of human expertise and technology to transform how people plan and book travel. About The Role The Senior Manager, Regional Advisor Success - West owns market level performance across Fora’s west markets, including advisor growth, productivity, product adoption, and retention. This role introduces a geographic operating layer to Fora’s advisor business, with full accountability for market outcomes. It is responsible for defining what strong market ownership looks like, building the systems to track performance, and driving interventions that improve results. This role works closely with cross functional partners while independently setting and executing a market strategy. Key Responsibilities - Own performance across all US West markets, including advisor growth, engagement, and retention, with clear accountability for outcomes. - Develop and deliver regular market performance reporting that surfaces trends, identifies gaps, and informs action. - Identify underperforming markets, diagnose root causes, implement targeted interventions to improve outcomes, and scale what works. - Serve as Fora's local presence in key markets - attend industry events, cultivate referral pipelines through Pro advisors, and drive advisor acquisition in target cities - Coach and enable top advisors. - Collaborate cross functionally with teams including Events, Travel Partners, Community, Training, and Product to ensure market needs are represented and supported. Requirements - 4-8 years of professional experience in roles such as field or regional operations, multi market customer success, or strategy and operations within a marketplace, membership organization, or multi unit business - Demonstrated ownership of market or regional outcomes tied to measurable business results such as revenue growth, conversion rates, productivity metrics, or unit economics - Experience managing multiple markets, accounts, or locations simultaneously, with the ability to operate at both strategic and execution levels - Proven ability to influence and drive alignment across cross functional stakeholders without direct authority - Strong data fluency, including experience building or using dashboards and translating data into actionable insights - Clear and structured communication skills, with the ability to synthesize information and drive decisions Strongly Preferred - Experience in marketplace, hospitality, fitness, or other multi location or community driven businesses - Background in consulting, strategy, or operations with hands-on implementation experience - Sales enablement or sales coaching experience - Familiarity with data tools such as SQL, BigQuery, Looker, or similar platforms - Experience using AI tools to support analysis, decision making, or operational workflows - Exposure to community building, events, or engagement focused roles - Prior people management experience is helpful but not required Compensation Compensation for this role varies based on experience, with an indicative range of $140K–$180K + equity. Final compensation will depend on the level at which the candidate is hired, as we’re considering multiple levels for this role. - Unlimited vacation - Health Insurance (including an option completely covered by Fora HQ) - Dental & Vision Insurance - Wellhub Memberships - 401k plan with company match - Commuter Benefits - Supplemental Life Insurance - Stock Options This is a remote role based in Los Angeles, with occasional travel to our New York City office. Our Values We’re forging our own path Fora has always been about driving change within the industry. We’re not interested in maintaining the status quo. We’re stronger together Community is our cornerstone and collective power is our strength. We believe we can all go further when we operate together, using our combined leverage to unlock better opportunities and outcomes for our advisors, partners, and travelers. We believe in technology We believe technology is an answer to some of the most fundamental challenges the travel industry faces. We believe advancements in AI, bold investments in our platforms, and a world-class data infrastructure will transform the work of our advisors and our partners, while creating better travel experiences for travelers. We’re here to serve We operate in service of our community and believe that when they’re empowered to focus on what they do best, we all win. It’s why we relentlessly advocate for our advisors and prioritize their best interest every step of the way. We mean business Fora is equal parts fun, meaningful work and serious travel business. We’re unlocking opportunities for thousands of travel entrepreneurs, delivering a stream of high-quality guests at scale for our partners, and providing a superior travel experience for our travelers. It’s a better equation for the future of our industry. WORK AUTHORIZATION Authorization to work in the United States is required for full-time roles based in our New York City office. Fora is unable to sponsor or assist with U.S. work authorization. Roles based outside of the United States are not subject to this requirement. EQUAL OPPORTUNITY Fora is committed to an equitable hiring process and an inclusive work environment. BIPOC and traditionally underrepresented candidates are strongly encouraged to apply. We will not discriminate and will take action to ensure against discrimination in employment, recruitment, advertisements for employment, compensation, termination, upgrading, promotions, and other conditions of employment against any employee or job applicant on the bases of race, color, gender, national origin, age, religion, creed, disability, veteran's status, sexual orientation, gender identity, gender expression or any other characteristic protected by law.