Role Description The company is on a mission to make life happier and healthier for autistic and neurodivergent adults. They deliver specialized mental health services for autistic adults, covered by insurance. Their outcomes meaningfully outperform traditional care for autistic adults, with substantially greater improvements in mood, anxiety, and quality of life. The client experience team is crucial to making clients feel supported day-to-day — managing all inbound phone, text, and email support. As the Client Experience Manager, the candidate will: - Lead the client experience team and own the function fully. - Hit SLAs, build out triage structures, manage response quality, and establish SOPs. - Take initiative to fix issues and build processes to prevent recurrence. - Shape the team and culture from the ground up. Qualifications - 5–8 years of experience in client experience or support operations. - At least 1–2 years managing a team directly. - Fluent in support operations: SLAs, ticket workflows, triage structures, and help desk tooling. - Comfortable in ambiguity and resourceful with tooling and systems. - Genuinely care about the clients the team serves. - NYC-based preferred; open to remote for the right candidate. Requirements - Own people management end-to-end: run weekly 1:1s, performance reviews, hiring, and onboarding. - Build and maintain a QA function from scratch. - Design and manage team structure: establish triage tiers and own scheduling. - Drive continuous process improvement: identify inefficiencies and fix them. - Create and iterate on SOPs: document processes and monitor effectiveness. - Translate client patterns into upstream fixes: provide data-backed recommendations. - Stay ahead of operational issues: figure out fixes and build safeguards. Benefits - Unique culture of thoughtfulness, kindness, and high-performance. - Daily team lunches in NYC. - Integration of perspectives from experts, including clinicians and autistic self-advocates. - Team members from prestigious firms and schools. Operating Principles - Clients first: solve real problems for clients, prioritizing their needs. - Find a Way: use ingenuity and determination to achieve goals. - Raise the Bar: grow deliberately by seeking feedback and maintaining high standards. - Be a Good Person: be kind, honest, and respectful to teammates.

Role Description Buscamos uma pessoa proativa, organizada e apaixonada por educação para atuar como Success Manager, acompanhando nossos alunos durante toda a jornada de aprendizagem. Se você gosta de se conectar com pessoas, criar comunidade, resolver problemas e garantir que ninguém fique para trás, essa vaga é para você! - Dar boas-vindas aos novos alunos e conduzir sessões de onboarding (online); - Manter a comunidade ativa, promovendo eventos, conteúdos e interações entre alunos; - Fazer check-ins individuais para acompanhar o bem-estar e o progresso dos alunos; - Oferecer suporte em dúvidas e dificuldades, garantindo uma experiência positiva de ponta a ponta; - Acompanhar até 150 alunos, organizando cronogramas, registros, lembretes e relatórios; - Colaborar com tutores e instrutores, participando de reuniões e coordenando ações em equipe; - Engajar alunos inativos, com uma abordagem personalizada e próxima. Qualifications - Pelo menos 1 ano de experiência em atendimento ao cliente ou funções similares (Customer Success, Suporte, Gestão de Alunos, etc.); - Excelente organização, comunicação e empatia; - Capacidade de gerenciar múltiplos alunos de forma eficiente e atenciosa; - Facilidade para falar em público e se apresentar em vídeo chamadas; - Proatividade e senso de responsabilidade para resolver problemas de forma autônoma; - Familiaridade com ferramentas digitais (como Google Workspace); - Inglês intermediário é um diferencial; - Interesse ou experiência no setor de tecnologia, educação ou edtech é um bônus! Benefits - Remuneração Fixa: 700 USD por mês; - Trabalho Remoto: Colaboração totalmente remota e com liberdade profissional; - Equipe Dinâmica: Faça parte de um time global e diverso, com experiência em tecnologia, edtech e diversos setores; - Trabalho com Propósito: Seus esforços impactam diretamente as taxas de sucesso dos alunos em conseguir emprego após a formatura; - Igualdade de Oportunidades: A TripleTen valoriza a diversidade e considera todos os candidatos qualificados, independentemente de raça, cor, religião, sexo, nacionalidade, idade, deficiência, estado civil, orientação sexual, identidade/expressão de gênero, ou qualquer outro fator legalmente protegido.

• Manage a portfolio of enterprise accounts post-sale • Lead onboarding and early-stage engagement • Own the customer relationship throughout the lifecycle • Contribute to customer success planning by helping define customer goals • Monitor account health qualitatively • Work closely with Service Level Management (SLM), Support, Product, and Engineering • Remain close to customer issues and communication during incidents • Track customer activity, actions, risks, and next steps across multiple accounts • Identify recurring customer challenges and contribute to improving onboarding, engagement, and customer experience practices

• Act as the primary relationship owner for government and defence customers, building trust across operational, training, technical, and leadership stakeholders. • Establish and maintain a regular, documented engagement cadence across the entire portfolio — no accounts sit untouched without clear justification. • Lead GOV-specific onboarding and kickoff sessions aligned to mission readiness, workforce capability, and policy constraints. • Define clear success criteria early, mapping TryHackMe usage to Job Qualification Requirements (JQRs), workforce readiness goals, and cyber capability maturity targets. • Monitor adoption health (usage, engagement, milestone completion) and proactively intervene to mitigate risk well ahead of renewal. • Own renewal readiness from a value and risk perspective, beginning 6–12 months pre-expiry, with documented mitigation plans for any amber or red accounts. • Maintain accurate renewal classification, forecasting, and CRM documentation to support predictable outcomes. • Drive fast time-to-value by embedding TryHackMe into government training pipelines efficiently and securely. • Standardise and scale content mapping to Job Qualification Requirements (JQRs) — a core differentiator for the GOV segment. • Identify adoption-led expansion signals including increased seat utilisation, new units, teams, or agencies engaging, and demand for CTFs, SOC simulators, tabletop exercises (TTX), or certifications. • Partner with the Government Account Manager to convert adoption insights and usage data into qualified expansion opportunities. • Lead Executive Business Reviews (EBRs) focused on mission outcomes and workforce readiness, not product features. • Independently build net-new government champions within your portfolio and proactively identify, document, and communicate measurable customer outcomes. • Develop credible, government-ready success stories and expand TryHackMe’s GOV logo library and reference pack. • Represent the voice of the government customer internally, influencing product roadmap priorities and GOV-specific enablement.