Role Description As the Customer Success Representative you’ll play a critical role in driving customer retention and revenue growth. This role blends consultative sales, customer support, and account management to ensure a successful customer experience. The Customer Success Representative will engage new customers to educate and encourage their interaction with their AED program. The representative will also be responsible for the renewal process and proactively engage customers over the course of their program to maximize retention rates. To ensure success as Customer Success Representative, you should have excellent interpersonal skills, confidence, and the ability to manage multiple tasks. In this role for Sarnova, you are a brand ambassador delivering courtesy and a friendly, helpful demeanor in every interaction. You help deliver the right product, the right knowledge, and in the right amount of time. You impact your line of business through empathy, order quality, first call resolution and promoting satisfied customers leading to growth, retention, and advocacy. You are the frontline to our customers and the first representation of the quality we offer. Qualifications - Bachelor’s Degree preferred; High School Diploma or equivalent required - Minimum of 2 years’ experience in customer account support - Able to work in a fast-paced environment with changing client needs and demands - Knowledge of customer service software, reporting and CRM systems - Strong organizational skills for managing multiple client accounts and tasks - Strong computer skills; basic understanding of MS Outlook, Word and Excel - F&O experience a plus - Decisive thinking and leadership abilities - Excellent interpersonal and client-relations skills - Negotiation, conflict resolution, and presentation skills - Dynamic and creative problem-solving abilities - A strong client-focused mindset Requirements - Connect with new and existing customers to encourage their engagement - Proactively contact clients before their subscription expiration to facilitate smooth renewals - Educate clients on the benefits of renewing, addressing any concerns to ensure retention - Identify clients at risk of non-renewal and implement strategies to re-engage them - Engage past-due clients to reinstate their subscriptions or confirm cancellation decisions - Clearly communicate the value of renewing, ensuring clients understand program benefits and compliance requirements - Follow up on complaints and queries on behalf of clients - Promote new services and products to clients - Report to senior management on the status of your accounts - Live the values of Sarnova - Additional job duties as assigned Physical Requirements - Sit, walk, stand, use hands to manipulate, handle, feel, and control items or equipment - Reach with hands and arms - Talk and hear - See and be able to read, write, and interpret text - Employee may use computer, phone, copier and other office equipment in the course of a day - Occasionally lift and move objects weighing up to 10 pounds - Employee may be required to travel for business purposes - Ability to secure confidential information - Perform all duties in a professional environment free of noise or anything that would create a negative customer experience - When working remotely, ability to secure confidential information - When working remotely, perform all duties in a professional environment free of noise or anything that would create a negative customer experience Benefits - Competitive salary, commensurate with experience - Comprehensive benefits package, including 401(k) Plan

• Plan and strategize multi-channel CRM journeys and automation sequences (email, RCS, and WhatsApp), aligned with clients' objectives. • Configure and automate flows and automations in ActiveCampaign, translating briefs into conditional logic and precise segmentation. • Execute email, RCS, and WhatsApp sends according to schedules and SLAs agreed with the internal team. • Build landing pages in ActiveCampaign, ensuring correct UTM tracking, LGPD-compliant consent, and CRM integration. • Perform data hygiene, creation, and maintenance of lists and segments, ensuring standardized naming, tags, and permissions. • Integrate landing page and website forms with the CRM, configuring fields, UTMs, webhooks, and APIs in collaboration with the tech team. • Adjust HTML/CSS templates and apply simple JavaScript (masking, validations, tracking events). • Produce performance reports with insights, opportunities, and optimization recommendations based on metrics such as CTR, conversion, and abandonment.

• Own strategic customer relationships • You will serve as the named CSM for a portfolio of key (Case Management Software) accounts, building deep relationships with administrators, end users, and executive stakeholders • You will run regular touchpoints, quarterly business reviews, and success planning sessions to keep customers aligned, engaged, and growing • Drive expansion and growth of our solutions • You will proactively identify opportunities for customers to expand their use of our products — whether through additional features, modules, or seats — and work closely with Sales to move those opportunities forward • Manage customer health in a CRM • You will maintain accurate, up-to-date account data, act on automated health alerts and trigger plays, and use the platform to stay ahead of risk and opportunity across your book of business and beyond • Serve as the voice of the customer internally • You will bring customer feedback, feature requests, and sentiment into product and leadership conversations • You will help shape how we build, prioritize, and communicate with customers

• Build long-term, positive relationships with families and keep them informed on academic planning and application progress • Understand each family’s concerns, preferences, and expectations, offering encouragement and insight • Respond promptly and helpfully when challenges arise, ensuring families always feel heard and supported • Proactively suggest internal offerings based on the student’s progress and future goals • Collect feedback to support continuous improvement of the customer journey and enhance client satisfaction and referral rates • Collaborate closely with Graduate Coach, Former Admissions Officer, and course managers to ensure services are delivered to fulfill family needs • Track key performance indicators such as service completion rates, parent feedback records, and student engagement to identify risks early and intervene when necessary • Share frontline insights about family’s needs with curriculum, operations, and product teams • Coordinate all communication between internal advisors and external parents, ensuring messaging is aligned and delivery meets family needs