Role Description We are looking for a highly organized, relationship-driven Concierge Relationship Coordinator to lead and elevate the client experience across our concierge programs. This role is essentially the heart of our customer experience division. You will oversee communication with pet parents, support our concierge teams, help solve client concerns before they become problems, and ensure every interaction reflects the premium Pawsome experience. What You'll Be Responsible For - Client Relationship Management - Serve as a primary point of contact for pet parent clients - Build long-term trusted relationships with clients - Ensure clients feel supported, heard, and cared for - Handle client questions, scheduling concerns, service requests, and follow-ups - Create a luxury-level customer experience across every interaction - Concierge Operations Support - Coordinate communication between clients and concierge caregivers - Help oversee daily service logistics and troubleshooting - Ensure concierge notes, profiles, and service details are accurate - Monitor service quality and client satisfaction - Assist with onboarding new clients into the Pawsome ecosystem - Customer Experience Leadership - Help develop systems and standards that improve the client journey - Identify recurring client issues and recommend operational improvements - Support retention and relationship-building initiatives - Maintain the tone, professionalism, and hospitality-level experience Pawsome is known for - Team & Communication Coordination - Work closely with operations, concierge teams, and leadership - Help ensure fast response times and organized communication - Support training and consistency around customer service standards - Assist in maintaining WhatsApp, CRM, scheduling, and communication systems Qualifications - Extremely organized and detail-oriented - Calm under pressure and solution-focused - A strong communicator with exceptional people skills - Comfortable managing multiple conversations and priorities at once - Hospitality-minded with a premium customer service approach - Passionate about pets and modern pet parenting - Able to think proactively instead of reactively Requirements - Customer service leadership - Concierge, hospitality, luxury service, or client experience roles - Operations coordination - Experience working remotely and independently - Pet industry experience is a strong asset - Experience using CRM, scheduling, or communication tools Bonus Skills - Speaking French is a strong asset - Experience in premium service brands or hospitality environments - Familiarity with fast-paced service operations The Type of Person Who Thrives Here - You genuinely enjoy helping people - You notice small details others miss - You believe communication and relationships matter - You can balance empathy with structure - You want to help build something modern, premium, and fast-growing Benefits - Fully remote position - Be part of one of Canada's emerging premium pet concierge brands - Work in a fast-growing company redefining pet care and pet hospitality - Growth opportunities within operations, leadership, and client experience - Flexible and collaborative environment - Work alongside a passionate team focused on raising standards in the pet industry

• We are looking for someone with a keen, analytical eye for CRM performance — the main guardian of our communications calendar, attentive to data and monitoring the conversion and profitability metrics of the channel. • Primary CRM focal point to pursue opportunities with other internal teams, requiring excellent relationships with institutional merchandising and brand teams to navigate across areas, participate in calendar creation, and bring the CRM perspective to co-create calendar opportunities. • Calendar Management and Orchestration: Plan, organize and ensure execution of the integrated CRM calendar, controlling send frequency to avoid message overlap and customer fatigue. • Performance Analysis and KPIs: Monitor and analyze daily key area indicators (Open Rate, CTR, Conversion, Unsubscribes, Revenue Generated and ROI). • Insights and Reporting: Consolidate the results of daily campaigns and automated journeys into clear reports, turning data into action plans for the team. • A/B Testing Culture: Develop, execute and document continuous A/B tests (subject lines, creatives, send times and segmentations) focused on performance improvement. • Segmentation and Database Hygiene: Identify behavior clusters and create segmented audiences for personalized campaigns, while safeguarding channel deliverability. • Stakeholder Interface: Act as the bridge between CRM and Commercial, Marketing, Product and Creative teams, ensuring alignment on timelines, receipt of briefings and deliveries without bottlenecks.

• Drive product, contact and creative strategies to develop and implement large scale CRM campaigns optimized using machine learning, predictive modeling, and personalized content. • Manage and execute the marketing campaign process from initial request submission to deployment with a focus on outbound marketing channels (e.g., email, SMS, push). • Audience segmentation & execution • QA of touchpoints, personalization elements, any dynamic content, etc.. • Campaign build and deployment • Design and implement A/B and multivariate tests that yield continuous improvements to our fan strategies and lift conversion rates. • Optimize lifecycle CRM campaigns (e.g., onboarding, reactivation) using insights and analytics along with automation tools to increase fan LTV. • Extracting key insights and learnings for future optimization and template efficiency. • Collaborate with internal stakeholders, partners, and vendors to build the most effective campaign strategies to meet performance targets.

The SailPoint customer success team champions helping our customers get maximum value out of any SailPoint products or services, so the business gets maximum lifetime value and loyalty from the customer. The Customer Success Manager is responsible for overall client satisfaction and referencability, building and managing long-term business relationships between SailPoint and assigned client accounts. This role serves as a customer advocate and business consultant for multiple accounts by helping our clients achieve success through the use of SailPoint’s product and services. This role is all about client satisfaction and is not a quota carrying sales position. Description: - Manage the business relationship between SailPoint and assigned client accounts; responsible for overall client satisfaction - Provide coaching and advice to clients on the use of SailPoint’s solutions for identity management, compliance, role management, and access request management; develop insights into the challenges faced by client organizations and provide recommendations based on an in-depth understanding of how IdentityIQ solves those problems. Proactively share best practices - Monitor accounts for change in solution/product usage, personnel, goals, mission, financial conditions, competitor involvement and other areas that could have an effect on the clients’ ongoing use and/or satisfaction with SailPoint’s products and services - Provide strategic updates on clients’ performance to SailPoint Senior Management. Provide regular status updates to account teams and Sales Managers - Identify new opportunities for expanding SailPoint product/service usage to maximize client success and SailPoint revenue growth - Ensure maintenance contract renewal Requirements: - Bachelor’s degree or equivalent work experience (technical degree or masters degree a plus) - Strong customer facing skills (executive presence, writing skills, phone skills). Demonstrates a highly professional demeanor - Strong consulting skills. Ability to gather and analyze information and produce strategic insights into clients’ organizational and technical challenges - Ability to communicate technical details to a non-technical audience. Ability to foster credibility with a technical audience - Ability to set and communicate expectations; skill in mediating and resolving problems - Must be highly organized and able to prioritize and process a number of tasks concurrently - Ability to build lasting relationships based on trust - Takes ownership of customer issues and drives to resolution - Self-motivated, strong work ethic, creative, customer-centric personality Travel: - Estimated from 10% to 25% Benefits and Compensation listed vary based on the location of your employment and the nature of your employment with SailPoint. As a part of the total compensation package, this role may be eligible for the SailPoint Corporate Bonus Plan or a role-specific commission, along with potential eligibility for equity participation. SailPoint maintains broad salary ranges for its roles to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect SailPoint’s differing products, industries, and lines of business. Candidates are typically placed into the range based on the preceding factors as well as internal peer equity. We estimate the base salary, for US-based employees, will be in this range from (min-mid-max, USD): $76,400 - $128,856.00Base salaries for employees based in other locations are competitive for the employee’s home location. Benefits Overview 1. Health and wellness coverage: Medical, dental, and vision insurance 2. Disability coverage: Short-term and long-term disability 3. Life protection: Life insurance and Accidental Death & Dismemberment (AD&D) 4. Additional life coverage options: Supplemental life insurance for employees, spouses, and children 5. Flexible spending accounts for health care, and dependent care; limited purpose flexible spending account 6. Financial security: 401(k) Savings and Investment Plan with company matching 7. Time off benefits: Flexible vacation policy 8. Holidays: 8 paid holidays annually 9. Sick leave 10. Parental support: Paid parental leave 11. Employee Assistance Program (EAP) and Care Counselors 12. Voluntary benefits: Legal Assistance, Critical Illness, Accident, Hospital Indemnity and Pet Insurance options 13. Health Savings Account (HSA) with employer contribution SailPoint is an equal opportunity employer and we welcome all qualified candidates to apply to join our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other category protected by applicable law. Alternative methods of applying for employment are available to individuals unable to submit an application through this site because of a disability. Contact applicationassistance@sailpoint.com or mail to 11120 Four Points Dr, Suite 100, Austin, TX 78726, to discuss reasonable accommodations. NOTE: Any unsolicited resumes sent by candidates or agencies to this email will not be considered for current openings at SailPoint.