• Act as a key point of contact and trusted resource for customer operations • Engage partner distributors and AutoStore internal subject matter experts to collaboratively support customer operational goals • Coordinate with internal and external stakeholders to ensure successful implementations, onboarding, and adoption of solutions • Demonstrate solid understanding of customer business goals and their holistic and daily needs • Proactively monitor customer operational performance, and provide recommendations to improve operations • Strengthen and leverage customer relationships to proactively accelerate upsell opportunity • Advocate for customers’ needs within internal teams

• Serve as the primary post-implementation relationship owner for a portfolio of Microvellum and INNERGY Engineering customers. • Develop trusted advisor relationships with executive sponsors, administrators, engineers, and end users. • Drive customer adoption through strategic business reviews, success planning, training recommendations, and proactive engagement. • Monitor customer health, identify risks, and develop action plans to improve customer outcomes and retention. • Partner with Technical Support and Professional Services to coordinate issue resolution and advocate for customer needs. • Identify opportunities for additional training, consulting, products, and services that help customers maximize their investment. • Collaborate with Sales on renewal and expansion opportunities while ensuring a seamless customer experience. • Capture customer feedback and partner with Product to influence future enhancements. • Maintain accurate customer health metrics, account plans, and activity within CRM. • Champion the voice of the customer across the organization.

Role Description We’re looking for a talented, detail-oriented Customer Success Specialist (CSS) to join our team. Under the direction of the Support Manager, this role will be responsible for providing best-in-class customer service and handling our inbound requests. - Handle inbound requests and respond promptly to support calls, chats, and emails - Assess, categorize, and reassign support requests to internal team members as needed - Troubleshoot and diagnose system or service issues - Advocate for customers by capturing feature requests and feedback - Leverage impeccable customer service skills through phone, email, and chat interactions - Work cross-functionally to assess and improve internal processes - Demonstrate fundamental understanding of customer service best practices - Manage customer escalations with empathy and professionalism - Track client interactions, maintaining detailed records of communications and action items - Build domain expertise and grow industry knowledge Qualifications - Bachelor’s degree preferred - 1+ years’ experience in customer service - Excellent written and verbal communication skills - Strong technical aptitude and organizational skills - Proficient with the Office Suite - Knowledge of surplus lines tax filing a plus - Excellent interpersonal skills Benefits - Health, dental, and vision plans - Amazing work-life balance with 4 weeks of Paid Time Off - 10 Paid Company Holidays with 2 floating holidays - 401K Programs with employer match - Personal assistance programs for support in a healthy personal and work life Company Description At InsCipher, you'll join a team of disruptors, innovators, and forward-thinkers. We're not just changing the game; we're creating a new one. We offer a dynamic, inclusive work environment where your ideas are valued, and your contributions lead to real change. With us, you'll have the opportunity to: - Work on cutting-edge projects that are reshaping an industry - Collaborate with a team of passionate, like-minded professionals - Enjoy a culture that values flexibility, innovation, and personal growth Compensation Range: $23/hr - $26/hr We are proud to be an equal-opportunity employer. We are committed to providing equal opportunities to all qualified applicants, regardless of race, color, religion, sex, national origin, disability, or any other legally protected characteristics. If you need accommodation, please let us know during the interview process.

Role Description We’re looking for an experienced, relationship-driven Customer Success Manager (CSM) who is passionate about helping educational institutions realize the full value of their investment in our solutions. The ideal candidate thrives at the intersection of customer partnership and commercial impact—someone who builds trusted relationships, drives adoption, and proactively identifies opportunities for growth through renewals, upsells, and cross-sell referrals. - Own customer retention and growth: Secure renewals and identify opportunities for expansion and referral-based cross-sells within assigned accounts. - Drive adoption and outcomes: Ensure customers are achieving measurable value from our solutions by developing success plans, sharing best practices, and leading data-driven business reviews. - Build trusted relationships: Engage stakeholders across all levels of the institution—from administrators and faculty to executive leadership—to strengthen advocacy and partnership. - Act as the customer’s voice: Represent customer feedback internally to Product, Marketing, and Sales teams to inform roadmap and go-to-market strategies. - Collaborate to win: Partner closely with Account Executives, Solutions Consultants, and Marketing to deliver a seamless customer experience from onboarding through renewal. - Monitor health and engagement: Leverage customer insights, usage data, and satisfaction metrics to proactively address risks and ensure long-term success. - Champion customer advocacy: Identify and nurture advocates who can participate in case studies, references, and peer community events. Qualifications - 5+ years of experience in Customer Success, Account Management, or a similar client-facing role within SaaS or EdTech. - Proven track record of meeting or exceeding renewal, upsell, and customer satisfaction targets. - Strong ability to build and maintain executive-level relationships within higher education institutions. - Deep understanding of the education technology landscape and the unique challenges of teaching, learning, and academic integrity. - Excellent communication, presentation, and storytelling skills—able to articulate value and outcomes clearly to diverse audiences. - Highly organized, data-driven, and adept at managing a portfolio of accounts with discipline and empathy. - Proficiency with CRM and Customer Success tools (e.g., Salesforce, Gainsight, Totango, etc.). - A collaborative teammate with a growth mindset, resilience, and a passion for education. Requirements - The expected annual base salary range for this position is: $77,700/year to $129,500/year. This position is commission-based. - Actual compensation will be provided in writing at the time of offer, if extended, and is determined by work location and a range of other relevant factors, including but not limited to: experience, skills, degrees, licensures, certifications, and other job-related factors. Internal equity, market and organizational factors are also considered. Benefits - Remote First Culture - Health Care Coverage - Education Reimbursement - Competitive Paid Time Off - Self-Care Days - National Holidays - 2 Founder Days + Juneteenth Observed - Paid Volunteer Time Off - Charitable Contribution Match - Monthly Wellness or Home Office Reimbursement - Access to Employee Assistance Program (mental health platform) - Parental Leave - Retirement Plan with match/contribution