• Own customer contract processes and renewals. • Collaborate with sales representatives, customer success managers, and management. • Establish cooperative working relationships with customers. • Lead forecasting discussions and pipeline reviews. • Engage multiple customers via phone calls.

• Own end-to-end reverse logistics operations globally across D2C and B2B channels, including intake, inspection, disposition, and routing • Define and optimize disposition logic and refurbishment workflows to maximize recovery value, reduce scrap, and enable resale and replacement programs • Manage global 3PL partners and reverse logistics network performance, including SLAs, throughput, and continuous improvement initiatives • Drive cost and cycle time improvements through transportation strategy (carrier selection, routing, consolidation) and cost-to-serve optimization • Own B2B returns workflows, including authorization, policy enforcement, and accurate, timely credit issuance in partnership with Finance and Commercial teams • Build scalable operations by defining system requirements and implementing workflows across ERP, returns platforms, and WMS • Partner cross-functionally with Customer Support, Product, Hardware, and Finance to reduce return rates, improve product quality, and ensure operational and financial accuracy • Establish and manage key performance metrics (cost, quality, delivery, financial accuracy), using data to drive decisions and continuous improvement • Support warranty operations by optimizing repair vs. replacement decisions and spare parts utilization

• You handle customer inquiries and claims and interact with customers via inbound and outbound calls, email, and chat • You work closely with experienced colleagues and leaders who challenge, support, and inspire you • You support the optimization and automation of our processes and contribute ideas to further improve the customer experience • Together with your team you achieve daily and monthly targets — with focus, structure, and team spirit

Role Description As our Client Success Manager (CSM), you are the heartbeat of the client experience. You will be the primary advocate for our clients, ensuring they realize the full value of the Careflow platform. This is a proactive, high-touch ownership role where you will guide clients from the moment a sale closes through onboarding, daily adoption, and long-term partnership. Responsibilities - Client Communication & Lifecycle Ownership - Serve as the "face of Careflow" for clients post-sale, owning the relationship across the entire lifecycle. - Take complex internal updates (product fixes, new features, or technical timelines) and translate them into clear, value-driven messaging for our clients. - Drive the cadence of follow-ups to ensure clients feel heard, prioritized, and supported. - Issue Management & Escalation - Act as the client-facing layer for reported issues, providing a bridge between the client and our technical resources. - Own the process of acknowledging issues, setting realistic expectations, and following through until resolution. - Coordinate with internal teams to prioritize fixes and escalate critical issues to leadership when necessary. - Onboarding Communication Lead - Own the timeline, communication, and coordination during the critical onboarding phase to keep clients aligned and moving forward. - Partner with the team on integrations and training, while working with leadership on strategy and high-level escalations. - Adoption & Relationship Management - Run regular check-ins and light QBR-style conversations to ensure clients feel supported and seen. - Monitor platform usage to ensure clients are fully adopting the toolset. - Identify early churn risk signals and proactively address client concerns. - Expansion & Renewal Support - Identify upsell opportunities within your book of business. - Support renewal conversations and surface opportunities to sales/leadership for closing. Compensation This role offers a competitive annual salary ranging from $70,000 to $90,000. Benefits - Work from anywhere while collaborating with a high-performing, distributed team. - Join us during a pivotal and exciting growth moment for the business where your contributions have a direct impact. - Enjoy Unlimited PTO, Paid Holidays, and Comprehensive Medical, Dental, and Vision coverage. - Join a competitive yet humble team that solves complex problems while keeping egos at the door. Qualifications - 2-3 years of experience in Account Management or Business Development within the Healthcare industry. - Specific experience in Skilled Nursing (SNF) and/or Behavioral Health environments is highly preferred. - Direct experience using or managing platforms that support healthcare operations (e.g., CRM, EMR/EHR, or Referral Management software). - Exceptional communication skills with the ability to translate technical details for non-technical users. - Proven ability to manage multiple client lifecycles or facility relationships simultaneously. - A proactive, "owner" mindset with a passion for problem-solving. - Must maintain strict confidentiality and adhere to HIPAA guidelines regarding patient data and Protected Health Information (PHI).