• Serve as the central intake point for escalations from Client Success Managers across all employer clients. • Investigate issues related to member experience, prescriptions, devices, billing, program eligibility, and operational workflows. • Coordinate with internal teams (Clinical, Product, Pharmacy, Support, Operations) to identify root cause and drive resolution. • Track escalations and ensure timely follow-up until resolution. • Manage operational exceptions across client accounts, including eligibility discrepancies, prescription or pharmacy workflow issues, device shipment issues, benefit configuration questions, program enrollment anomalies. • Document exceptions and ensure consistent handling across clients. • Work closely with Client Success Managers, Member Support, Clinical teams, Product and Engineering, Pharmacy operations. • Ensure issues are routed to the appropriate teams and resolved efficiently. • Maintain a centralized tracker of escalations and exceptions. • Identify recurring issues and trends across clients. • Provide regular updates to Client Success leadership on escalation themes and resolution timelines. • Partner with Product and Operations to help prevent future issues. • Identify opportunities to improve workflows and reduce operational friction. • Document escalation processes and exception protocols. • Help build scalable processes as the client base grows.

Role Description As the Manager of Client Success, you will lead our Customer Success Managers, overseeing a diverse portfolio that ranges from high-touch Enterprise partnerships to our high-volume Scaled segments. Reporting to the Director of Customer Success, you will be the bridge between personalized relationship management and digital-first automation. Your mission is to professionalize our CS operations by building a unified "Account Health" framework that works for every customer, regardless of size. You will lead a supportive, high-trust team and provide the strategic structure needed to turn "crowdsourced" Slack knowledge into repeatable, data-driven playbooks that drive global retention. Qualifications - 2+ years of experience managing a Customer Success team (or 4+ years as a Senior/Lead CSM ready for the next step). - Proven experience managing both high-touch Enterprise accounts (QBRs, multi-stakeholder navigation) and Scaled/Digital segments (automation, mass communication). - Experience using data (CRM, BI tools, or Excel) to track health, predict churn, and report on team performance. - Ability to design processes that scale; you’ve successfully implemented a new tool, workflow, or playbook in the past. - A coaching-first management style that fits our supportive, collaborative culture. Requirements - Leadership Experience - Versatile CS Background - Analytical Proficiency - Systems Thinking - High Emotional Intelligence Benefits - 100% remote work environment - Medical, Dental and Vision insurance within 30 days - 100% employer-paid medical insurance - Equity package - Flexible PTO with 15 days minimum - Generous Parental Leave - FSA and HSA options - 401(k) - Growth & Wellness Stipend - WFH Equipment - Chance to work with the latest technology - A collaborative, high ownership culture - Opportunities for development and career growth Interview Process - Initial Screen - 30min - Hiring Manager Interview - 60min - Case Study Assessment - 45min - Problem Solving Exercise - 60min - Cross-Functional Interview - 30min - Completion of the Wonderlic Assessment before the end of the process (20-30min)

Role Description We’re looking for a highly adaptable Customer Success Manager who thrives in fast-moving startup environments and enjoys balancing customer relationships, revenue growth, technical troubleshooting, and operational execution. This is a hands-on role with broad ownership. You’ll manage a book of business while helping customers maximize the value they receive from the platform and identify opportunities for long-term growth. Success in this role requires someone who is proactive, resourceful, technically curious, commercially minded, and comfortable figuring things out independently in an evolving environment. This is a hands-on startup environment where team members operate across customer success, technical troubleshooting, support, and revenue growth. The right person will enjoy variety, autonomy, and solving problems in a fast-paced startup environment. What you will do - Customer Growth and Revenue Expansion - Own a portfolio of customer accounts across a range of customer sizes and technical maturity levels. - Drive revenue growth within existing customer accounts through strong engagement, adoption, relationship management, and expansion opportunities. - Identify growth opportunities based on customer usage, adoption trends, business goals, and workflow expansion opportunities. - Lead customer conversations focused on value realization, outcomes, ROI, and long-term partnership growth. - Own renewals and expansion opportunities within your book of business, partnering with Customer Success leadership on strategy and execution. - Be accountable for revenue-related outcomes tied to your book of business. - Customer Engagement & Execution - Lead ongoing customer engagement through regular check-ins, business reviews, adoption conversations, and strategic follow-up discussions. - Create clear next steps, action plans, and customer communication after meetings. - Manage multiple competing priorities and customer requests simultaneously. - Maintain accurate CRM data, account documentation, and internal tracking. - Help improve and shape customer success processes as the company scales. - Technical Troubleshooting & Product Engagement - Develop deep knowledge of the Vouched platform, APIs, workflows, and configuration options. - Investigate customer issues by reviewing logs, JSON payloads, dashboard data, API responses, and platform behavior. - Write or modify basic SQL queries to analyze customer usage, troubleshoot issues, and identify trends. - Serve as the first point of coordination during customer escalations and drive issues toward resolution. - Partner closely with engineering and product teams while independently managing customer communication and investigation. - Clearly explain technical concepts and product behavior to both technical and non-technical stakeholders. - Support & Operational Ownership - Participate in shared customer support coverage and escalation management as part of the Customer Success team. - Jump into urgent customer situations with a solutions-oriented mindset. - Help identify recurring customer issues and improve internal documentation, workflows, and operational processes. - Operate effectively in an environment where priorities may shift quickly and processes are continuously evolving. - Cross-Functional Collaboration - Share structured customer feedback with Product and Engineering teams. - Advocate for customer needs while balancing business priorities. - Collaborate cross-functionally to improve customer experience, product adoption, and operational efficiency. Qualifications - 4+ years of experience in Customer Success, Technical Account Management, Solutions Engineering, Support, or a similar customer-facing SaaS role. - Experience working at an early-stage or high-growth B2B SaaS company. - Strong communication and relationship management skills with both business and technical stakeholders. - Ability to prioritize effectively while managing multiple customer relationships, requests, and competing priorities simultaneously. - Comfortable troubleshooting technical issues and navigating ambiguity independently. - Experience working with APIs, JSON, logs, developer documentation, or technical workflows. - Experience writing basic SQL queries or working with customer/product data. - Strong organizational skills and attention to detail in a fast-moving environment. Requirements - Enjoys working in a fast-moving startup environment with evolving priorities. - Is comfortable wearing multiple hats and operating with high ownership. - Likes solving problems independently and figuring things out without waiting for perfect process or documentation. - Can move comfortably between executive customer conversations and hands-on troubleshooting. - Is motivated by measurable business outcomes and accountability. - Has a strong “roll up your sleeves” mentality and a bias toward action. - Thrives in environments where adaptability, resourcefulness, and learning quickly are critical. Benefits - Equity compensation. - Remote-first environment. - Flexible PTO and 11+ annual company holidays. - 401k. - Medical, dental, and vision coverage. - Wellness benefits (EAP, LifeHealth Online, One Medical, Perkpot). - Paid parental leave. - Pay scale: $130-160k OTE.

• Provide top-tier support via phone to clients on our Debt Management Program • Taking back-to-back calls in a call center environment • Support client accounts and ensure seamless account management • Manage proposals, payments, deposits, and creditor communications • Proactively review client accounts to identify and resolve issues • Maintain accurate records and ensure compliance with state regulations • Collaborate across departments to ensure seamless client experience • Encourage and motivate clients throughout their financial journey