• Work closely with clients to understand their business objectives and ensure the company’s product or service delivers measurable value aligned with their goals. • Serve as the primary point of contact for key accounts, managing day-to-day communications and ensuring strong relationships with client stakeholders at all levels. • Lead clients through the onboarding process and drive product/service adoption by providing training, best practices, and ongoing support tailored to their specific needs. • Identify opportunities for account growth, including upselling additional services, cross-selling complementary products, and recommending new solutions that enhance client success and increase revenue. • Proactively manage client renewals, minimizing churn through ongoing engagement and demonstrating continuous value. • Regularly track and assess client health, using data and insights to identify risks and opportunities for deeper engagement and growth. • Develop and execute client success plans that align with client goals and foster long-term partnerships, driving retention and growth within assigned accounts. • Monitor key success metrics such as adoption rates, client satisfaction scores (NPS/CSAT), and revenue growth. • Regularly report progress and outcomes to both clients and internal stakeholders. • Act as a trusted advisor and advocate for the client, ensuring any issues or concerns are addressed swiftly and effectively, coordinating with internal teams as necessary. • Work closely with Sales, Product, Marketing, and Support teams to ensure a seamless client experience and identify opportunities for improvement or innovation in the client journey. • Collect and relay client feedback to internal teams, providing insights to improve product offerings, services, and overall client experience.

Customer Success Agent - United States - Remote (within location) - Full-Time - $45k - $45k / year As a Breezy HR Customer Success Agent, you'll use your enthusiasm and empathy to help us troubleshoot, understand, and delight our incredible customer base. With over 60,000 active users, we need your help to maintain and communicate in line with our sky-high standards and ambitious product plans. We have a unique approach to customer service; giving you a script to follow and expecting robotic output just isn't our style. You can feel free to use your own easygoing voice, and we'll support you with all the resources you need to make sure our customers are well-informed, well-oiled recruiting and hiring machines. What Am I Going to Do All Day? This is a full time remote position and we're looking for someone who can work 9am to 6pm EST. - You know that the best way to answer customer questions is to start from a solid knowledge base, so you’ll get to know and navigate Breezy inside-out and top-to-bottom. - Since you know it all (and you will!), you'll be helping our customers achieve their goals inside Breezy the majority of the day. You'll be walking them through processes and minor hiccups with patience and a sense of humor, but … - You know enough to know when you just don’t know. Then it'll be your job to escalate issues further up our little chain of command, or reach out to other teammates for help. You'll recognize when a customer might be a good fit for a demo, or might need some extra tech attention to get their problems solved. - You'll be tracking your support metrics and hitting (um, blowing past?) goals we set for our customer success team – these are numbers like response time and customer satisfaction (but you can handle that, right?). - You'll be on the front line, so we expect you to keep eyes out for trends in common issues, and help us develop training programs for future customers. About You - This isn't your first rodeo – you should have some experience making customers happy as a primary job function. - You're enthusiastic and comfy around technology, the SaaS space, and/or recruiting and human resources (if you've got a soft spot for Trello and Intercom, that wouldn't hurt!) - You're even-tempered (dare we say … breezy?), but not passive. We want you to see problems or projects and tackle them head on, but we need you to be kind and professional about it. About Breezy HR - Breezy is a web-based, end-to-end recruiting platform and applicant tracking system to help teams attract & hire great employees with less effort. - Grrrrreat benefits. - Inside, we're a small, agile team chock-full of awesomeness and we're growing fast. - Working here is completely unlike anything you'll find in Jacksonville or anywhere in the country... in a very good way. You'll love it.

Customer Ownership & Adoption - Own a portfolio of customers after onboarding and act as their main point of contact - Guide customers through technical adoption, usage patterns, and scaling - Help customers understand and adopt new models, features, and releases - Maintain clear communication across Slack, email, and calls with technical and non-technical stakeholders Support, Incidents & Coordination - Monitor usage, performance, and health signals - Help troubleshoot issues, coordinate with engineering, and manage incidents calmly and clearly - Ensure issues are communicated transparently and followed through to resolution Customer Feedback & Internal Alignment - Collect and share customer feedback with product and engineering teams - Translate customer needs into actionable insights for internal teams - Act as a point of coordination between customers and internal stakeholders Commercial Support - Support conversations around pricing, usage, renewals, and expansions - Help customers understand how usage and pricing models work

• Manage and grow strategic customer relationships across assigned accounts. • Drive product adoption, customer engagement, retention, and customer satisfaction initiatives. • Develop customer success plans aligned to customer business objectives, adoption goals, and measurable outcomes. • Serve as a trusted advisor and primary customer advocate throughout the customer lifecycle. • Lead onboarding, implementation support, and adoption initiatives for new and existing customers. • Utilize AI-powered customer engagement tools, CRM systems, and automation platforms to improve communication, workflow efficiency, and customer insights. • Leverage customer analytics, health scores, and usage trends to proactively identify risks and growth opportunities. • Use AI-driven workflows to streamline meeting preparation, follow-ups, reporting, and customer engagement activities. • Identify opportunities for process improvement, workflow automation, and scalable customer success operations. • Support digital transformation initiatives focused on operational efficiency and customer experience optimization. • Partner cross-functionally with Product, Engineering, Sales, Marketing, and Support teams to improve customer outcomes. • Act as the voice of the customer internally by sharing customer feedback, product insights, and operational challenges. • Support executive business reviews, customer presentations, and strategic account discussions. • Collaborate with internal stakeholders to improve onboarding experiences, product adoption strategies, and retention programs. • Serve as the primary escalation point for customer concerns and ensure timely resolution. • Manage renewals, retention strategies, and churn reduction initiatives. • Identify expansion, upsell, and cross-sell opportunities aligned with customer goals and product utilization. • Monitor customer success KPIs including adoption metrics, customer health, engagement trends, and renewal forecasting. • Maintain accurate customer data and account activity within CRM and customer intelligence platforms.