• Ensure excellent customer service, driving continuous improvements in the customer journey and project delivery. • Cascade and implement NP Digital's strategy to guide the area's development and ensure the achievement of OKRs and customer success targets. • Lead and develop the Customer Success team, including recruitment, onboarding, performance management, team morale, development, and offboarding. • Monitor and manage key area metrics such as NPS, churn, upsell, cross-sell, delays, and renewals. • Promote cross-functional integration, working collaboratively to optimize processes and tools and to ensure the best customer experience. • Drive service evolution through market trends, improvement suggestions, and strategic innovations. • Support business growth by generating new opportunities within existing accounts. • Provide insights and analyses to the executive team on the evolution of the client portfolio and key Customer Success learnings. • Visit clients at key strategic moments.

• Ensure the successful onboarding of new administrators and provide advanced product education • Promote Alan products and services to generate massive adoption by the employees and the admins • Handle admins incoming requests regarding operational tasks • Work alongside the Key Account Manager’s team during the contracts renewal period • Identify and execute out-of-the-box initiatives to engage Alan customers • Drive change in our products and services, and act as voice of customers towards our product teams • Collaborate on building all processes and documentation • Connect with the other crews and communities at Alan • Set the standard of what CSM should be at Alan! • Scale the practice by writing the CSM playbook or taking the role of a referent among the team on a topic you like • Build and maintain strong customer relationships with key stakeholders • Quickly identify potential signals of dissatisfaction, identify and implement solutions to respond to them

• Oversee and manage our Customer Success Managers (currently a team of 6) • Own the overall health and retention of Cove's post-launch client base, with a primary focus on maintaining NRR • Build and continuously refine the CS strategy, client segmentation model, and engagement playbooks that allow the team to scale without sacrificing quality • Serve as an Executive Sponsor for key clients, leading business reviews, engaging with senior leadership at owner and operator organizations, and building lasting relationships across the portfolio • Partner closely with the Account Management team to identify, surface, and support upsell and renewal opportunities within the existing client base • Collaborate with Product to ensure client feedback is captured, appropriately prioritized, and communicated back to clients with transparency and follow-through • Develop and implement a scaled customer success approach for Tier 4 clients, ensuring visibility into engagement risk and proactive outreach before churn occurs • Own KPIs related to retention, NRR, client health scores, and CS-qualified pipeline, and drive the team to consistently meet or exceed them • Develop and coach CSMs to grow professionally and take on increasing responsibility over time

Role Description You've already built or run a customer experience operation, and you're ready for a role where you actually get to own it — end to end, with real trust and room to run. We're looking for one person to take charge of our Customer Experience completely. You won't be responding to tickets - you're shaping the whole experience and leading our Customer Service Team. What You'll Do - Lead our Customer Service team — set the standard and keep them sharp, supported, and motivated. - Automate workflows and support so the team can scale without getting buried in repetitive work. - Run quality control: dig into the data, spot patterns, and feed real insights to our Supply Chain team so our products keep getting better. - Own communication across the whole journey — think of order materials, manual videos, order updates, post-purchase, every touchpoint a customer has with us. - Include the hidden word "Summer" in your application so we know you've read the whole post. Qualifications - You've led a CX or customer service function before and you're ready to step into more ownership. - You're proactive — you tend to spot the problem and solve it before anyone asks. - You're comfortable with data and can turn it into decisions. - You like building systems and automating the repetitive stuff. - You're direct and honest, and you appreciate the same back. - You stay calm and adaptable when plans shift (they will — we move fast). - You want to feel close to the people you work with, not just clock in and out. Requirements - Please note that this is a Freelancer role, signing an NDA with non-compete clause is mandatory. - You will have to use our Time Tracking Tool. - If one of these requirements can't be met, please don't apply. Benefits - Real ownership of a core function in a growing global brand, working closely with our leadership. - People who deliver here can earn well above what a "normal" company offers. - A team that genuinely enjoys working together and looks after its people (our CS team gets a yearly trip together, and we go out of our way to take care of our people). - Fast and clear communication — everything runs on Slack, not buried in email threads.