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.

Role Description We are currently seeking a Director of Client Insights & Analytics to join and help grow our Analytics team based in NYC. You will be responsible for working across the organization on media measurement, reporting, analysis, and delivery to clients. You will work with leaders across internal, client, and technology teams to support and implement high-quality, data driven decisions that provide an unmatched product for patient first outcomes. Key Responsibilities: - Client Engagement: Independently manage client conversations, particularly around DeepIntent measurement and media differentiation, customizing data presentation to client needs. - Client Measurement & Insight Storytelling: Lead the execution of client measurement initiatives using a standardized framework to assess optimization, performance insights, and campaign effectiveness. Advocate for data-driven decision-making. - Data Presentation & Relationship Management: Serve as the main point of contact for analytics discussions with advertisers and agencies, presenting data, campaign performance, insights, optimizations, and value effectively. - Optimization & Performance: Provide recommendations for campaign measurement and optimization to meet or exceed client and internal KPIs and benchmarks. - Strategic Initiatives: Identify and propose strategies to enhance client objectives, effectively communicating our value proposition and striving to exceed client expectations. - Team Leadership & Development: Manage and develop a diverse team of direct reports, optimizing workflow, and enhancing process efficiencies. Act as a key point of escalation for resolving issues and fostering a positive resolution environment. Train the team on best practices in presentation, visualization, and storytelling. Qualifications - 8+ years of experience in digital media, advertising, marketing analytics, or similar field - 4+ years managing, coaching and developing a people team of Analysts - 4+ years experience in health/pharma digital media and measurement - Experience with data analysis tools and methodologies (SQL, Python, R) - Familiarity and use of dashboarding platforms (Tableau, Looker, Data Studio, Power BI) - Strong verbal and written communication skills; confident in presenting with the ability to convey complex concepts in a way that is easy for clients, internal teams, and non-technical partners to understand - Preferred: DSP / programmatic advertising experience - Strong leadership capabilities with proven ability to coach and develop team members and clients - Excellent verbal and written communication skills with ability to present complex concepts clearly - Outstanding problem-solving and analytical abilities - Demonstrated ability to prioritize tasks, and manage competing deadlines - Solution-oriented mindset with focus on client excellence and satisfaction - Can answer why a campaign may have high AQ% and low TRx. Benefits - Competitive base salary plus performance based bonus or commission - Comprehensive medical, dental, and vision insurance - 401K match program - Unlimited PTO policy and paid holidays - Remote friendly culture with flexible work options - Career development and advanced education support - WFH and internet stipends - Many more perks and benefits!