Collectors is the leading creator of innovative technology that provides value-added services for collectors worldwide. We grade, authenticate, vault, and sell millions of record-setting collectibles, all while modernizing and digitalizing the process to further our mission of helping collectors pursue their passions. We’re always on the lookout for talented people to join our growing team. Our services span collectible trading cards, autographs, comic books, coins, video games, event tickets, and memorabilia. Our subsidiaries include PSA, PCGS, Beckett, SGC, and Card Ladder. Since our founding in 1986, we have graded and authenticated millions of items. We employ more than 3000 people across our headquarters in Santa Ana, California and offices in New Jersey, Texas, Florida, Japan, Shanghai, Hong Kong, Canada, Mexico, Germany, and France. As part of our interview process, we request that candidates have their cameras on during video interviews. This helps foster meaningful conversation and allows us to create an experience that closely resembles our standard working environment. Certain interview steps may take place by phone. For remote roles, and at our discretion, candidates may be asked to participate in an on-site interview as part of the final stages of the process. We understand there may be occasional circumstances requiring accommodation and are happy to discuss them as needed. Your recruiter will be able to clarify expectations and answer any questions you have. We are looking for a meticulous and knowledgeable PSA Verified Customer Success Manager to join our PSA Vault team. As a PSA Verified Customer Success Manager, you will play a vital role in the PSA Verified repack ecosystem. You will work directly with our Verified clients maintaining and expanding their repack business. In this capacity, you will ensure the readiness and delivery of each order that will help maintain the trust and confidence of our valued collectors and buyers. Furthermore, you will help to identify, resolve, and escalate any operational issues or other concerns with the PSA Verified team. You’ll report to the Senior Manager, Vault Operations & Customer Experience and work remote, with preference for remote candidates who are within a commutable between our East Coast offices (Jersey City, NJ and New Castle, DE). What You’ll Do: - Maintain acquisition and delivery schedules for repack customers post-launch - Forecast future client orders for Vault Operations readiness - Create check-ins for each client to maintain progress towards each series - Highlight new opportunities for product growth with each client - Suggest target high-value inventory to build around repack series - Coordinate with client to adjust PSA offers campaigns to match inventory pacing needs - Monitor social media on audience feedback for each product - Review with Vault Operations team on all box supply refill needs - Work with data team to monitor client health - Work with finance and accounting to align on client reporting and invoicing - Catalog common production issues and partner with your manager to improve workflows aimed at limiting the number of issues - Collaborate with the Vault Operations team as needed to review and improve ingestion and logistical processes, clarifying any discrepancies or issues Who You Are: - Familiarity and prior experience with standard concepts, practices, and procedures within the fulfillment ecosystem - Proven ability to work independently and meet deadlines - Passion for customer experience with a demonstrated track record of going above and beyond to create excellent customer experiences - Prior experience in supply forecasting preferred - Strong attention to detail along with excellent research skills - Strong organizational skills and the ability to manage multiple tasks simultaneously - Strong understanding of Google Sheets, Docs and similar tools - Excellent written and verbal communication skills along with collaboration skills to work effectively with cross-functional teams - Familiarity for card collecting and trading, with prior experience in the field being highly desirable Salary Range: The salary range for this position is $94,000 - $122,000. Actual compensation on this range varies based on a variety of non-discriminatory factors, including location, job level, experience, and skill set. This role may be eligible for bonuses, commissions, or other forms of compensation, please ask your recruiter for details. Reasons To Join Us: - Health Insurance: All full-time employees are eligible to enroll in Medical, Dental, and Vision - Additional Benefits: Full-time employees are eligible for fertility, commuter, and educational assistance benefits - 401(K) Matching Plan: We are proud to offer a competitive 401k matching plan to our employees to support their future financial goals - Vacation: All salaried employees are eligible for flexible time-off - Holiday Pay: All regular, full-time employees are eligible for ten company paid holidays - Employee Discounts: Employees receive discounts on select grading services for approved submissions - Flexible Hours: Many of our teams offer flexible schedules with varying shifts and will work with you to accommodate your needs - Fun Working Environment: Our team members are invited to participate in celebrations, holiday events, and team building activities Candidates must be authorized to work in the United States. #LI-Remote #BI-Remote Collectors uses e-Verify to validate your ability to work legally in the United States. We are aware that there are instances where individuals are receiving job offers that fraudulently allege to be from Collectors or one of our business units. This type of fraud can be carried out through false websites, through fake e-mails claiming to be from the company or through social media. We never ask for personal information such as your bank account, Social Security numbers or National IDs, nor do we send or request payments for the purchase of business-related equipment. If you suspect fraud, please reach out to jobs@collectors.com. We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We believe that a team that represents a variety of backgrounds, perspectives, and skills will better service the diverse community of collectors we support. If you require an accommodation to apply or interview with us due to a disability or special need, please email people@collectors.com. U.S. residents: for disclosures relating to personal information we collect during the employment application and recruitment process, please see our Privacy Notice for U.S. Applicants. If you are based in California, you can read information for California residents here.

• Responsible for overall management and service delivery of assigned customers and projects, including customer satisfaction and financial results. • Manage full range of project life cycle (Initiate, Plan, Execute, Close). • Build relational network within assigned accounts • Leads cross functional client-related projects across various departments • May mentor and train other Client Success Managers and team members • Leverage relational network within assigned accounts to identify opportunities to expand Performant’s services footprint • Partner with sales executives to scope opportunity and develop sales discussions with the clients • Supports building definition of offerings for potential accounts as well as assigned account base • Shared responsibility for account financial targets • Monitors forecasting and growth plans for assigned accounts • Identifies opportunities for increased efficiencies to processes, systems and tools used in delivering client services • Understands customer needs and appropriately manages customer expectations • Handles escalated problem solving and issue resolution • Has accountability for resolution of complex or escalated billing issues • Monitor overall account health and client satisfaction • Direct and supervise work of one or more Client Success Managers and/or Delivery Specialists • Sets clear expectations aligned with company and account strategy.

Role Description As a Senior Customer Success Manager at My Money Matters, you’ll own a portfolio of approximately 200 Tier 3 partner accounts through a scalable, digital-first model, organisations with up to 1,000 employees. You’ll drive retention, renewals and commercial growth, while also helping build the processes, tooling and frameworks that make the Customer Success function genuinely excellent. We’re looking for someone who brings energy, speaks up, and is comfortable challenging constructively. This role suits someone adaptable and hands-on, who thrives in a fast-moving environment and wants to help shape how we operate, not just follow a process. What You’ll Be Doing - Owning and developing a portfolio of Tier 3 partner accounts through a scalable, digital-first engagement model. - Driving retention and renewals, monitoring customer health data to identify risks and growth opportunities early. - Designing and delivering outreach cadences, engagement journeys, and feedback programmes (NPS, CSAT). - Identifying and supporting commercial growth opportunities within existing accounts. - Improving Customer Success processes, playbooks, reporting, and tooling, including automation workflows and health scoring. - Acting as the internal expert on Customer Success tooling (we currently use Vitally) and supporting strategic initiatives including lifecycle optimisation and segmentation. - Supporting escalations and complex customer conversations across the wider CS team, and informally coaching others to raise the bar. Qualifications - Experience in Customer Success, Account Management, or a similar commercial customer-facing role. - Proven ability to manage a scaled or digital-first portfolio. - Strong commercial awareness, comfortable spotting and supporting growth opportunities. - Experience improving Customer Success processes or operational frameworks. - Hands-on experience with CS platforms for health scoring, engagement, and automation (Vitally experience a plus). - Strong analytical skills and clear, confident communication. Requirements - Experience working with public sector organisations, including NHS or local government. - Exposure to financial wellbeing, employee benefits, SaaS, payroll, or service-led industries. - Experience within a scaling Customer Success environment. - Exposure to renewals, upsell activity, or commercial collaboration with Sales. Benefits - Fully remote working, with the flexibility to work from where you perform best. - 25 days' annual leave, increasing with tenure, plus the option to purchase up to 5 additional days. - Your birthday off. - Collaborative team bonus for non-commission roles. - Pension with salary sacrifice contributions, AVC options, and pension contributions on bonus earnings. - Salary sacrifice schemes through Perkbox - car leasing, gym memberships, tech purchases. - Medical cashback scheme. - Enhanced parental leave. Recruitment Process - Stage 1 — People & Culture Call - A conversation about your experience, motivations, and cultural fit. - Stage 2 — Hiring Manager Interview - A 1-hour competency-based interview covering Customer Success experience, commercial thinking, and customer engagement approach. - Final Stage — Panel Interview & Practical Exercise - A collaborative final-stage interview with a relevant practical exercise.

• Responding to members’ queries regarding our products and services. • Monitoring of member accounts, including debit card transactions, fiat and bitcoin transfers, etc. • Addressing members in a professional, respectful and friendly manner. • Taking ownership of members' issues, following up on outstanding requests, and escalating issues when necessary. • Onboarding of prospective members - assisting them from applying for membership until they are fully onboarded. • Conducting Zoom calls to assist prospective members with the onboarding process. • Educating prospective members queries regarding our products and services, and conducting Zoom calls when necessary. • Monitoring of queues in Kustomer to check for prospective members stuck in onboarding process and reaching out to them if necessary.