• You handle customer inquiries and claims and interact with customers via inbound and outbound calls, email, and chat • You work closely with experienced colleagues and leaders who challenge, support, and inspire you • You support the optimization and automation of our processes and contribute ideas to further improve the customer experience • Together with your team you achieve daily and monthly targets — with focus, structure, and team spirit

Role Description As our Client Success Manager (CSM), you are the heartbeat of the client experience. You will be the primary advocate for our clients, ensuring they realize the full value of the Careflow platform. This is a proactive, high-touch ownership role where you will guide clients from the moment a sale closes through onboarding, daily adoption, and long-term partnership. Responsibilities - Client Communication & Lifecycle Ownership - Serve as the "face of Careflow" for clients post-sale, owning the relationship across the entire lifecycle. - Take complex internal updates (product fixes, new features, or technical timelines) and translate them into clear, value-driven messaging for our clients. - Drive the cadence of follow-ups to ensure clients feel heard, prioritized, and supported. - Issue Management & Escalation - Act as the client-facing layer for reported issues, providing a bridge between the client and our technical resources. - Own the process of acknowledging issues, setting realistic expectations, and following through until resolution. - Coordinate with internal teams to prioritize fixes and escalate critical issues to leadership when necessary. - Onboarding Communication Lead - Own the timeline, communication, and coordination during the critical onboarding phase to keep clients aligned and moving forward. - Partner with the team on integrations and training, while working with leadership on strategy and high-level escalations. - Adoption & Relationship Management - Run regular check-ins and light QBR-style conversations to ensure clients feel supported and seen. - Monitor platform usage to ensure clients are fully adopting the toolset. - Identify early churn risk signals and proactively address client concerns. - Expansion & Renewal Support - Identify upsell opportunities within your book of business. - Support renewal conversations and surface opportunities to sales/leadership for closing. Compensation This role offers a competitive annual salary ranging from $70,000 to $90,000. Benefits - Work from anywhere while collaborating with a high-performing, distributed team. - Join us during a pivotal and exciting growth moment for the business where your contributions have a direct impact. - Enjoy Unlimited PTO, Paid Holidays, and Comprehensive Medical, Dental, and Vision coverage. - Join a competitive yet humble team that solves complex problems while keeping egos at the door. Qualifications - 2-3 years of experience in Account Management or Business Development within the Healthcare industry. - Specific experience in Skilled Nursing (SNF) and/or Behavioral Health environments is highly preferred. - Direct experience using or managing platforms that support healthcare operations (e.g., CRM, EMR/EHR, or Referral Management software). - Exceptional communication skills with the ability to translate technical details for non-technical users. - Proven ability to manage multiple client lifecycles or facility relationships simultaneously. - A proactive, "owner" mindset with a passion for problem-solving. - Must maintain strict confidentiality and adhere to HIPAA guidelines regarding patient data and Protected Health Information (PHI).

• Analyze, negotiate and draft subscription agreements, nondisclosure agreements, services agreements and other transactional documents to ensure that business needs are met while minimizing risk to the company • Assist in responding to RFPs and vendor questionnaires by providing timely legal review of customer terms, noting any alternative provisions that should be proposed to align with O’Reilly’s business practices and requirements • Consult with sales, finance, marketing, product, IT and other business units to address their respective business concerns in connection with contract-related issues and decisions • Partner with outside counsel on complex or escalated matters, managing engagements efficiently to control costs and timelines • Contribute to cross-functional legal and business initiatives and special projects as the team's needs evolve

Role Description As a Regional Account Manager, you will be a key member of the Customer Success team. You will be responsible for building and maintaining strong, long-lasting client relationships. You will work closely with Sales, Onboarding, Support, Professional Services, and Billing teams throughout the customer journey. The goal is to ensure product adoption and customer retention, reducing churn through engagement and proactive outreach. This remote role is open to candidates located in New York City. This position will require travel to customer events, company events and meetings, and trainings. What you will do: - Build and sustain long-term client relationships that drive adoption, increase retention, and generate expansion. - Leverage ChurnZero and Salesforce to document touchpoints, monitor customer sentiment, and proactively surface risks and opportunities. - Maintain strong account health by executing customer journeys and plays that reinforce best practices and increase usage of sticky features and add-on products. - Own monthly KPIs for customer engagement (e.g., online meetings, account reviews, and onsite visits). - Fulfill monthly CSQL quota by identifying expansion opportunities, qualifying customer needs, and partnering with Sales to progress add-on pipeline through close. - Lead pricing discussions, including renewals, discounting, and contract term negotiations (term length, billing cadence, add-ons, etc.). - Prepare and deliver customer-facing presentations at onsite customer events. - Conduct recurring account reviews to assess satisfaction, align on goals, and create clear adoption and success plans. - Plan, prepare, and execute monthly customer webinars—including topic strategy, content development, dry runs, delivery, and post-webinar follow-up to drive adoption. - Travel on short notice for high-impact onsite support, including churn prevention, training, strategic enablement, or pre-sales partnership. - Create and deliver product documentation as needed to explain features, best practices, workflows, and practical workarounds by use case. - Translate industry knowledge, customer insights, and data into clear outlines and polished slide decks for onsite events and educational webinars. - De-escalate and resolve conflicts with empathy and creativity, keeping outcomes aligned to both customer goals and Tripleseat standards. - Develop deep product expertise across Tripleseat’s full suite—features, integrations, capabilities, and value drivers. - Advocate for customers by capturing feedback, identifying patterns, and partnering with internal teams to improve product and customer experience. - Support onboarding and enablement for new Tripleseat products by contributing to training content and leading effective sessions. - Establish credibility as a trusted advisor and industry voice by sharing insights, tracking trends, and engaging meaningfully with the community. Qualifications - Greater New York City-based employee - Minimum of 5 years of experience in the restaurant or hospitality industry, preferably in event management - Working knowledge of Tripleseat (required) - Experience in technology solutions with a curiosity about how software applications work - Existing strong connections in your local hospitality community with other event managers - Problem solver who uses critical thinking and analytical skills to make decisions and resolve issues - Skilled communicator with the ability to engage diverse audiences and a passion for sharing insights and knowledge - Ability to travel to support customers in your portfolio (could be up to 50% in a single month) - Driven: No one needs to push you to excel; it’s just who you are - A passion for the hospitality industry - Strong empathy and a solid sense of humor Requirements Base Compensation Range: $85,000 - $95,000 annually. Base salary is one component of total compensation. Employees may also be eligible for an annual bonus or commission. The above represents the expected base compensation range for this job requisition. Ultimately, in determining your pay, we’ll consider many factors including, but not limited to, skills, experience, qualifications, geographic location, and other job-related factors. Benefits - Competitive Medical, Dental, and Vision Insurance - Company Paid Life Insurance, Short- and Long-Term Disability Plans - 401(k) with Company Match - Parental Leave - Unlimited Paid Time Off - Pet Insurance Company Description Tripleseat truly values its employees and places a high emphasis on their well-being and happiness. We understand that our people are the driving force behind its success and strive to create a positive and supportive work environment. We love what we do and who we get to do it with! Here at Tripleseat, we make sure that everyone has a seat at the table. That’s why we’re proud to be an equal-opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information. We are committed to fostering a company-wide culture centered around inclusion, diversity, and equity. Tripleseat empowers all team members to realize the full potential of themselves and others. Everyone Valued – Everyone Included.