Role Description We're building the operational infrastructure that will define how Mursion serves customers. The CS org is evolving from a generalist model to a specialized, motion-based team — Strategic Enterprise, Strategic Partnerships, and a Scaled long-tail motion — and this role is the engine that makes all three work. As Manager of CS Operations, you'll sit at the intersection of data, process, and people. You'll: - Build the health scoring and risk intelligence that helps CSMs act before accounts churn. - Coach and develop our Implementation Manager and improve the end-to-end launch experience. - Design the programmatic motion that serves 100+ accounts without requiring 100+ hours of manual CSM work. - Systematize how the CS team operates to drive customer outcomes and reduce internal friction. This is a builder role. You're not inheriting a finished system — you're building it. If that's energizing, read on. Qualifications - 5–7 years in Customer Success, Revenue Operations, or CS Operations — ideally in a B2B SaaS or technology-enabled services environment. - Demonstrated experience building or improving CS infrastructure: health scoring, playbooks, tooling implementation, or scaled engagement models. - Experience managing or coaching at least one direct report; comfortable holding people accountable to outcomes. - Hands-on with a CRM (HubSpot strongly preferred) and at least one CS platform (Gainsight, Totango, ChurnZero, or equivalent). - Has designed or operated a scaled/digital CS motion. Requirements - Systems thinker who diagnoses root causes rather than patching symptoms. - Builds for adoption — your dashboards get used, your playbooks get followed, because you designed them for how people actually work. - Communicates with clarity at every level — can present a health score methodology to a CSM and a GRR risk summary to a VP in the same week. - Comfortable with ambiguity and comfortable saying "we don't have that yet, here's how we'll build it." - Bias toward action — ships imperfect things, iterates, doesn't wait for perfect data to make a call. Benefits - $140,000–$150,000 base salary, plus a target bonus and equity. - Competitive Salary, bonus eligibility and equity. - Flexible PTO. - Health Care Plan (Medical, Dental & Vision). - Retirement Plan (401k). - Life Insurance (Basic, Voluntary & AD&D). - Parental Leave. - Short Term & Long Term Disability. - Work From Home.

• Provision all LeadingReach accounts accurately and on time, including Enterprise rollouts, web sign-ups, and microsite sign-ups • Use Zoho CRM to maintain accurate activity, contact, and account information while ensuring data integrity and cleanliness • Support Project Management, Network Engagement, and Sales teams with provisioning requests, product entitlements, end user creation, and circle management • Use Confluence to document and maintain processes and account specifics for Enterprise customer builds • Manage competing priorities across multiple projects and daily tasks efficiently • Expedite requests based on urgency and business need, coordinating across teams as needed • Ensure Enterprise and transaction requests are completed accurately and on deadline • Maintain a deep understanding of product requirements for the different provisions and features • Be available outside standard business hours on an as-needed basis for time-sensitive projects • Contribute ideas that improve operational efficiency and bring new thinking to the team

Role Description In the Client Success Agent II role, you’ll bring courage into every conversation, empowering clients with the confidence to take control of their financial future. Your compassion and expert guidance will inspire resilience and progress throughout their debt relief journey. The Client Success Agent II provides exceptional voice support in an unscripted environment for clients enrolled in our debt settlement program. A typical day consists of: - Making and answering inbound and outbound calls discussing complex financial situations. - Maintaining accurate account documentation. - Building positive rapport with our client base. This position has an expected start date of 9/8/2026. This is a full-time remote role. We are currently hiring for positions in AZ, FL, GA, MI, NC, NV, OK, PA, SC, TN, TX, and UT. We are seeking individuals who are available for the following 8-hour shift scheduling options: - Monday - Friday from 9am - 6pm Eastern Time - Monday - Friday from 11am - 8pm Eastern Time - Monday - Friday from 12pm - 9pm Eastern Time Qualifications - High school diploma or equivalent required; bachelor's degree preferred. - Minimum of 2 years in a customer service or relationship-based support role required. - Financial services or banking organization experience preferred. Requirements - Support and de-escalate vulnerable clients under stress using empathy and active listening skills. - Strong working knowledge of client service processes, using an internal knowledge base, and providing a positive client experience. - Exceptional attention to detail and strong organizational skills, with the ability to navigate multiple systems simultaneously while maintaining accurate, transparent, and solution-focused communication with clients. - Strong critical thinking and problem-solving abilities. - Ability to remain professional, confident, and patient when faced with complex problems. - Proficient in Microsoft Excel and Office. - Clearly explain details about the company's debt settlement program to current clients. - Recall details of calls with clients and to record those details accurately in Salesforce. - Computer competency and ability to work with a computer. - Prioritize multiple tasks and projects simultaneously. - Exceptional written and verbal communication skills. - Punctuality expected, ready to report to work on a consistent basis. - Attain and maintain high performance expectations on a monthly basis. - Work in a fast-paced, high-volume setting. - Use and navigate multiple computer systems with exceptional multi-tasking skills. - Remain calm and professional during difficult discussions. - Take constructive feedback. - Available for full-time position, overtime eligible if classified non-exempt. Benefits - Generous Medical, Dental, and Vision Benefits - 401(k) with Company Match - Paid Holidays, Volunteer Time Off, Sick Days, and Vacation - 12 weeks Paid Parental Leave - Pre-tax Transit Benefits - No-Cost Life Insurance Benefits - Voluntary Benefits Options - ASPCA Pet Health Insurance Discount - Wellness Incentive Program

Role Description We are looking to hire a Customer Success Manager who will manage a portfolio of 60 accounts in France. The candidate must be fully bilingual in French and English, as they will interact both with French clients and the US team. - Manage a Portfolio of 60 French Accounts - Act as the primary point of contact for all French clients - Build strong, long-term relationships - Conduct regular check-ins, QBRs, and performance reviews - Support Clients in WhatsApp Campaign Strategy - Help clients design, structure, and optimize WhatsApp marketing campaigns - Provide strategic recommendations to improve engagement and retention - Assist in segmentation, messaging flows, and timing - Analyze campaign results and suggest improvements - Onboarding & Training - Guide new customers through product setup - Train users on how to use the features effectively - Provide documentation, tutorials, and best practices - Performance Monitoring & Reporting - Track account performance, usage, and adoption metrics - Identify risks, churn signals, or upsell opportunities - Report insights to internal teams (Product, Marketing, Engineering) - Customer Support & Issue Resolution - Address customer questions and troubleshoot issues - Coordinate with technical teams when bugs or product problems arise - Ensure clients receive timely and accurate support - Campaign Execution Assistance (Hands-On Support) - Help build or review WhatsApp campaign content - Ensure client campaigns follow marketing best practices - Provide guidance on A/B tests, compliance, and messaging tone - AI Usage & Content Optimization - Use AI tools (e.g., ChatGPT) to help clients: - Generate message templates - Create automated flows - Personalize communications - Promote AI-powered features within the product - Internal Collaboration - Share customer feedback with the Product team - Suggest improvements based on client use cases - Coordinate with Sales on renewals and upsells - Retention & Expansion Responsibilities - Maintain high customer satisfaction - Drive product adoption to increase retention - Identify upsell/cross-sell opportunities - Documentation & Process Improvements - Maintain updated client notes, workflows, and playbooks - Contribute to building stronger CSM processes as the team grows Qualifications - Software or Agency Experience: The ideal candidate should come from either a SaaS/Software company or a Marketing/Advertising agency. - Marketing Expertise (Preferred): Strong preference for candidates with experience in email marketing, SMS marketing, and retention strategies. - WhatsApp Campaign Strategy: A core part of the role is helping clients build and optimize campaigns on WhatsApp. - Bonus: AI Familiarity: Being already comfortable with tools like ChatGPT or other AI assistants is a plus. Requirements - Familiar with working with digital products - Dealing with different client profiles - Managing multiple accounts simultaneously