Role Description The Customer Success Manager (CSM) is responsible for retaining and growing a portfolio of active customer accounts, providing best-in-class support and customer success management. Reporting to the Manager, Customer Success, you’ll play a pivotal role in ensuring that our customers are achieving maximum value from our solutions, ultimately driving renewals, expansions, and cross-sells. - Support customers in achieving their goals through GoGuardian’s platform. - Act as their trusted advisor and main point of contact throughout the customer journey. - Manage multiple accounts, identifying growth opportunities. - Willing to travel up to 30% of the time. - Measured against ARR targets and responsible for ensuring timely renewals, cross-selling additional products, and expanding accounts. - Strive to provide a delightful experience in every customer interaction. What You’ll Do - Drive Renewals and Account Retention: Ensure a high rate of renewals by managing and nurturing customer relationships, proactively identifying and addressing any challenges, and securing contract renewals before expiration. - Identify and Execute Expansion Opportunities: Recognize opportunities for account growth by upselling and cross-selling GoGuardian’s products. - Guide Customers Through Onboarding and Product Adoption: Lead new customers through implementation and onboarding, ensuring a smooth transition to GoGuardian’s platform. - Monitor and Improve Customer Health: Track customer usage and engagement, leveraging product usage and analytics tools to forecast risks of churn and opportunities for growth. - Act as a Strategic Customer Advocate: Build trusted advisor relationships by understanding customer goals and acting as their advocate within GoGuardian. - Maintain a High-Accuracy Sales Pipeline: Manage your pipeline within Salesforce, maintaining high accuracy in opportunity forecasting and reporting. - Deliver Exceptional Customer Experience: Aim to provide a delightful experience in every interaction by being responsive, knowledgeable, and proactive. - Support Strategic Initiatives and Internal Collaboration: Work closely with New Business Managers to develop and execute Strategic Growth Plans. Qualifications - 3+ years of experience in Customer Success, Account Management, or a client-facing sales role. - Deep understanding of GoGuardian’s full product suite and ability to align solutions to district needs. - Proficient in Salesforce, including managing forecasts and building reports. - Skilled in navigating customer objections and negotiating toward value-based outcomes. - Owns renewal and expansion motions, consistently delivering against ARR targets. - Able to work cross-functionally with channel and sales. - Practice detailed sales data hygiene in Salesforce and other sales tools. - Eager to take initiative in a fast-paced, ever-changing, dynamic environment. - Fueled by the opportunity to truly impact the education landscape. What We Expect - Customer Success & Relationship Management: Own and nurture customer relationships, ensuring that GoGuardian products and services consistently meet and exceed expectations. - Account Strategy and Renewal Management: Collaborate with New Business Managers to develop and execute Strategic Growth Plans for assigned regions. - Expansion, Cross-Sell, and Quota Ownership: Identify and pursue opportunities to upsell and cross-sell additional GoGuardian products. - Internal Collaboration and Customer Advocacy: Coordinate with internal teams to ensure a seamless customer experience. Benefits - Competitive pay, complete health insurance, 401(k) matching, and an employee equity plan. - Flexible time off, paid holidays, paid parental leave, wellness days, and a paid year-end holiday break. - A robust catalog of benefits that support your professional growth and personal well-being. - A varied and challenging role in a global and highly innovative high-growth company. - Supportive, driven colleagues who have your back and share your passion.

Role Description Customer Success Specialists are the welcoming voice of Papa, serving as the first point of contact for members calling in with questions, concerns, or needs. Every interaction is an opportunity to provide reassurance, build trust, and make meaningful connections—often during vulnerable moments in a member’s life. Specialists are responsible for assisting with scheduling and canceling visits, resolving real-time concerns, filing member complaints, and coordinating escalations to the social navigation team when additional care is needed. Through compassionate and clear communication, they guide members toward the services and support Papa offers—whether that’s companionship, transportation, help around the home, or support after a hospital discharge. This role requires strong listening skills, patience, and a genuine desire to help others. Specialists not only resolve immediate needs but also uncover opportunities to connect members to the broader benefits of their Papa program—ensuring every member feels heard, valued, and supported. Key Responsibilities - Answer Inbound Member Calls: Serve as the first point of contact for members, providing friendly, professional, and compassionate support. - Assist with Scheduling Needs: Support members with scheduling, rescheduling, or canceling Papa visits based on their unique needs and preferences. - Provide Service Education: Clearly explain Papa’s services—such as companionship, transportation, light housework, and post-discharge support—and guide members toward making the most of their benefits. - Handle Escalations with Care: Coordinate real-time escalations with the Visit Support team to ensure member concerns are promptly addressed and resolved. - File and Document Member Complaints: Accurately file member complaints and concerns by creating and updating Zendesk tickets, ensuring appropriate documentation and timely escalation when necessary. - Offer Resolution Through Credits When Appropriate: Use critical thinking and good judgment to offer credits as a form of service recovery when warranted, ensuring member satisfaction and alignment with Papa’s guidelines. - Utilize Problem-Solving Skills: Assess member concerns, explore potential solutions, and determine the best course of action to address their needs while maintaining service standards. - Maintain Accurate Records: Document all calls and interactions thoroughly in the appropriate systems to ensure continuity of care and compliance with internal standards. - Meet Service-Level Standards: Manage a steady volume of calls while maintaining high-quality standards for empathy, professionalism, and response time. - Handle sensitive member information, including personal and confidential financial data, with discretion and in accordance with HIPAA and company protocols. - Demonstrate Empathy and Active Listening: Engage with members in a respectful, compassionate manner—especially during challenging or emotional situations. - Support Team Communication: Collaborate with internal teams through Slack and other tools to ensure timely responses, proper handoffs, and member-focused solutions. Qualifications - Strong verbal and written communication skills with a calm, empathetic tone. - Proven ability to actively listen and de-escalate sensitive situations with professionalism and compassion. - Strong problem-solving skills and sound judgment when offering resolutions or credits. - Highly organized with the ability to manage multiple calls, systems, and follow-ups simultaneously. - Comfortable using support platforms like Zendesk, Slack, and Google Workspace. - Accurate and thorough documentation habits, with attention to detail and data entry standards. - Ability to adapt in a fast-paced, changing environment while maintaining service quality. - Availability to work scheduled shifts that align with member demand, including some holidays and weekends as needed and assigned via shift bids. - Ability to adhere to Papa’s work-from-home requirements, including a hardwired (Ethernet) internet connection, and a distraction-free workspace during scheduled hours. Language Requirements - Fluency in English (written and verbal) required. - Bilingual proficiency in Spanish or Creole is preferred. Location - Remote US Benefits - Competitive salary and equity package - Medical, dental and vision insurance coverage - HSA/FSA - 401(k) plan with a match up to 4% - Flexible PTO - Parental leave and caregiver leave Company Description Papa’s culture is people first. While we have an incredible team of hard-working Papa people, at the end of the day, our company is really about community – and we celebrate that among our employees. We encourage everyone to bring their whole authentic selves to work. To be transparent. To be non-hierarchical. And, above all, to be a really good person. We see ourselves as a place where every Papa employee feels they belong, a place where careers flourish, a place that brings back purpose and joy to work, a culture where visionaries/entrepreneurs are developed. Papa is an equal opportunity employer. We proudly support the ParityPledge® for gender and racial parity at the highest levels of business.

• Accelerate and drive revenue acquisition and expansion through value based consultations and demonstrations that clearly articulate how prospective and current clients will achieve their goals with Remote • Be the trusted business partner for complex and / or enterprise-type opportunities to help address customer business goals and requirements • Be a trusted, deep subject matter expert on Remote's offerings and the industry and trends of the globally distributed workforce. Identify opportunities for, and regularly create thought leadership collateral • Identify and drive strategic initiatives to further develop and enhance the Customer Success capabilities, resources and impact on revenue, in particular focused on value-based, consultative sales • Build and deepen cross-functional relationships across Remote, particularly with Product, Sales, Marketing and Solutions Consultant teams to improve alignment and impact • Share learning and drive development and enablement opportunities within the Customer Success team • Take an active role in coaching and mentoring for junior members of the Customer Success team

• Be the trusted business partner for complex and/or enterprise-type opportunities to help address customer business goals and requirements. • Be a trusted, deep subject matter expert on Remote's offerings and the industry and trends of the globally distributed workforce. Identify opportunities for, and regularly create thought leadership collateral. • Identify and drive strategic initiatives to further develop and enhance the Customer Success capabilities, resources and impact on revenue, in particular focused on value-based, consultative sales. • Build and deepen cross-functional relationships across Remote, particularly with Product, Sales, Marketing and Solutions Consultant teams to improve alignment and impact. • Share learning and drive development and enablement opportunities within the Customer Success team. • Take an active role in coaching and mentoring for junior members of the Customer Success team.