• As the primary contact, you ensure high customer satisfaction among parents and students (by phone, email and WhatsApp). • You always help our customers find the optimal solution and advise them with a caring ear during contract renewals and when determining the required lesson volume. • You coordinate closely with our tutor and education advisor teams. • You support customers during substitute arrangements and teacher changes to ensure a seamless transition of lessons that leads to success for the child. • You ensure problems are reliably resolved and even cancellation discussions are handled positively.

Role Description The Customer Success Manager plays a pivotal role in delivering a high-quality and consistent post-sale experience to Prosci clients. This position is responsible for client onboarding, customer coordination, relationship management, and supporting the adoption of change management services and products related to Prosci’s license and membership offerings. The specialist collaborates closely with internal teams to ensure clients achieve their objectives. Key success metrics for this role include: - Membership and license renewal rates - Minimized churn - Annual recurring revenue growth - Net Promoter Score (NPS) As a client-facing partner, the Customer Success Manager helps manage client engagements throughout the lifecycle, from onboarding through ongoing delivery and renewal readiness. Operating in a fully virtual environment, this role contributes to building trusted client relationships, monitoring client health, and supporting retention by ensuring a smooth, responsive, and well-coordinated experience. The role will also support pre-sales engagement, partnering with Sales toward the end of the sales cycle to help prospects understand what the post-sale relationship will look like. This may include joining sales calls to provide an overview of the onboarding process, customer journey, and ongoing engagement model, helping ensure a smooth transition from sales to customer success through a structured handoff process. A key responsibility of this role will be working with enterprise customers, which requires the ability to navigate complex organizations, engage with multiple stakeholders, and deliver a high-touch, white-glove customer experience. Candidates should be comfortable supporting enterprise-level engagements that often require strong coordination, strategic relationship management, and elements of project management. Driving customer retention and membership renewals within enterprise accounts will also be a critical responsibility, ensuring customers continue to realize value from Prosci’s offerings and remain engaged with the membership program. Key Responsibilities - Serve as a primary point of contact post-sale for license and membership clients - Set clear expectations around timelines, roles, and next steps while maintaining positive, professional client relationships - Conduct regular check-ins and support business reviews to understand client goals, progress, and satisfaction, escalating risks or opportunities as needed - Leverage best company practices to retain and renew Membership and Licensed software - Act as a trusted partner to clients by providing guidance, responding to questions, and proactively identifying potential needs or concerns - Participate in client meetings and calls to share updates, support execution, and contribute to an overall positive experience for license and membership clients - Collaborate with internal teams (e.g., delivery, sales, product, and operations) to address client issues and ensure timely follow-through - Capture and share client feedback to help inform service improvements and best practices across the customer success function - Support the implementation of Prosci’s solutions by guiding clients through setup activities and early adoption milestones - Help identify and troubleshoot service or usage issues pertaining to membership and license offerings, coordinating with appropriate internal teams to drive timely resolution - Maintain accurate and up-to-date records of client interactions, engagement levels, and satisfaction in CRM systems - Track and report on key client metrics such as usage, adoption, and engagement to support internal visibility and decision-making - Identify trends or early indicators of risk and flag them to the Director, Customer Success, with recommendations for next steps Qualifications - Bachelor’s degree in Business, Communications, or a related field, or equivalent relevant professional experience - 4–7 years of experience in customer success, account support, client services, or a related role - Demonstrated ability to support client relationships and contribute to successful service delivery in a collaborative environment Requirements - Experience using CRM systems to manage client data and track engagement; Salesforce experience preferred but not required - Proficiency with Microsoft 365 and virtual meeting platforms - Microsoft Office including basic capabilities plus proficient in Excel - General understanding of professional services delivery models; familiarity with change management concepts is a plus Additional Preferences - Familiarity with software-as-a-service (SaaS) and perpetual licensing models along with change management tools can provide a solid foundation for understanding client needs and driving adoption - Proven ability to view and service clients holistically, addressing not just immediate needs but also anticipating future challenges and opportunities, ensuring a comprehensive and seamless client experience

Role Description As an Agency Customer Success Representative with the Life and Health team at AWL, you will help with the operations of the agency and policy sales business. This role will work closely with sales, agency operations, and our clients directly to assist our clients in getting insurance coverage in place, ensure satisfaction, address client questions upon enrollment, as well as serve as the clients' first point of contact on service inquiries throughout the policy life. You will also support the Agency Operations Manager and other agency operations and leadership with day-to-day management of the business as necessary. This is a remote role. - Maintain up-to-date policy status - Conduct welcome call on all new business - Follow-up on pending carrier requirements and documentation - Receive inbound service calls and emails and work as necessary - Refer renewal and cancel save opportunity to retention or sales as necessary - Work with Sales and Agency Operations leadership to meet strategic goals and execution requirements Qualifications - Superior organization skills - General Lines Life and Health Insurance License - Excellent customer service skills - Proven track record of achieving objectives - Excellent listening and comprehension skills with attention to detail - Ability to develop mastery of product knowledge and application process details - Excellent computer skills - Strong desire to win in the marketplace and achieve excellent results against challenging goals - Experience in Sales a plus Company Description AWL (All Web Leads, Inc.) is one of the most successful customer acquisition marketing companies in the US. Simply put, we help our customers acquire customers for the US insurance industry. Our amazing team of nearly 1,000 talented and successful professionals use internet marketing strategies to turn consumer interest in insurance products into policy sales for the world’s largest insurance carriers and more than 30,000 of their agents. We are Austin-born, and our growth from a 2-person startup in 2005 to a highly profitable business has been a remarkable journey. We are a tight-knit team with a fast-paced, energetic, and entrepreneurial company culture. We have been ranked an Austin Best Place to Work over 10 times by Austin Business Journal, Austin Statesman, Built-in and Glassdoor! AWL fosters a vibrant, dynamic work culture built on trust, data, technology, passion, collaboration, and winning, where employees want to engage and be impactful. We provide competitive pay, outstanding benefits, and a fabulous, fun, collaborative environment that allows our people to be their best.

• Lead, coach, and develop a high-performing CS team, owning team and regional NRR performance, customer retention, and expansion goals. • Act as a player-coach: directly manage priority accounts, join key customer conversations, and model best-in-class success practices. • Lead by example in complex post-sales and renewal cycles, unblocking issues, driving adoption, and identifying expansion opportunities. • Set strategic direction for the team, aligning customer success initiatives with company goals and market trends. • Monitor and optimize delivery quality across all accounts, ensuring consistency, excellence, and predictability in customer outcomes, implementing scalable processes that improve accuracy, visibility, and operational efficiency. • Design and implement repeatable playbooks for renewals, upsells, and adoption; automate workflows and tools to scale team impact. • Own the ongoing development and optimization of best practices for Commercial and Scale playbooks, ensuring consistent execution, measurable impact, and continuous refinement as the business evolves. • Build and maintain executive-level relationships across priority accounts, serving as a strategic advisor and customer advocate in internal and external forums. • Represent the voice of the customer in leadership discussions, influencing roadmap, operations, and revenue strategies. • Partner with Europe GTM & cross functional leadership to align organizational objectives, drive cross-functional initiatives, and ensure cohesive execution across customer success, sales, and operations teams.