Role Description We're looking for a motivated and customer-focused Junior Customer Success Manager to join our client's team. In this role, you'll build strong relationships with customers, help them successfully adopt client's platform, and ensure they achieve value from clients’ software. You'll work closely with Sales, Support, Product, and other internal teams to deliver exceptional customer experience throughout the customer lifecycle. This is an excellent opportunity for someone early in their Customer Success career who enjoys building relationships, solving problems, and working in a fast-paced SaaS environment. Qualifications - 3-4 years of experience in Customer Success, Account Management, Customer Support, Sales, or another customer-facing role. - Bachelor's degree or equivalent professional experience. - Excellent written and verbal communication skills. - Strong organizational, time management, and problem-solving skills. - Ability to manage multiple priorities in a fast-paced environment. - Comfortable learning new technologies and software platforms. - A customer-first mindset with a proactive approach to relationship management. Preferred Qualifications - Experience working in a SaaS or technology company. - Familiarity with CRM platforms such as Salesforce or HubSpot. - Experience with Customer Success platforms such as Gainsight, ChurnZero, Planhat, or Vitally. - Understanding of SaaS metrics, including retention, churn, customer health scores, and product adoption. - Experience delivering virtual customer training or product demonstrations. Requirements - Should be willing to accept a long-term work-from-home arrangement. - Should be amenable to a permanent night shift schedule.

• Support sales team and clients for HOA business line. • Drive usage and adoption of HOA products/systems through client communication, analysis, and training. • Conduct business environment analysis for Community Management Companies (CMCs). • Perform usage assessment and gap analysis on client’s current processes. • Create and implement personalized improvement plans and training for clients. • Assist in developing user guides and training sales officers. • Provide bank transition support for clients by augmenting CMC accounting staff during transitions.

Role Description Coral Care is seeking a driven and experienced Customer Success Manager / Senior Manager to own the entire family care journey, from nurturing new leads through to a successful, well-supported discharge. You will lead the Customer Success Team, responsible for supporting active family accounts, increasing engagement, and minimizing regrettable churn. This is a highly data-driven and process-oriented role where you will design, refine, and execute systems that directly impact family experience and outcomes. At the same time, empathy is essential. Families navigating developmental care often feel overwhelmed, and your leadership will make sure our teams meet them with compassion, clarity, and support. You will be accountable for family retention, satisfaction, and engagement KPIs while training, developing, and inspiring your team to deliver both operational excellence and a deeply supportive parent experience. If you thrive on building trusted relationships, scaling repeatable processes, leading high-performing teams, and helping families get the most out of their care, this role is for you. Key Responsibilities - Active Customer Success: Lead account management, retention efforts, and churn saves, with a focus on building trusted relationships, maximizing family satisfaction, and driving meaningful long-term outcomes. - Session Management: Work with our analytics team to set up dashboards and tracking to guarantee accurate scheduling, tracking, and optimization of sessions for both families and providers. - Team Leadership: Coach, develop, and inspire the Customer Success and Care Concierge teams, fostering accountability, growth, and collaboration. Model empathy in every interaction and equip your team to support families with clarity, compassion, and accountability. This role will initially have a team of 5 reporting to it, which we expect to expand as the company grows. - Process Optimization: Build, refine, and scale processes that maximize family conversion and retention while keeping the parent experience central at every step. - Cross-Functional Collaboration: Partner with Provider Operations, Marketing, and Billing to ensure seamless coordination across the organization and a cohesive, stress-free experience for families. - Voice of the Family: Surface family feedback, trends, and friction points to the rest of the organization, and use those insights to drive product, process, and service improvements. - Data and Metrics Ownership: Track, analyze, and report on key performance metrics; identify trends and anomalies; and use insights to drive team improvements and targeted coaching. Qualifications - 5 to 8 years of experience in customer success, account management, patient operations, or healthcare operations. - Proven experience managing and developing high-performing teams. - Proven experience managing multiple workstreams simultaneously. - CRM experience required (HubSpot preferred). - Demonstrated success in designing, building, and scaling data-driven processes and systems. - Strong organizational and project management skills. - Meticulous approach to spot-checking and process management. - Experience in high-growth startups is strongly preferred. - Strong technical skills (SQL and Google Sheets) preferred but not required. - Deep empathy for parents navigating the care journey, with the ability to translate complex processes into clear and supportive communication. - Track record of training, coaching, and inspiring teams to deliver both operational excellence and compassionate service. Benefits - Competitive medical coverage for you and your family - $120,000 to $140,000 base salary, commensurate with experience - Generous PTO plus paid holidays - Paid parental leave for all parents - Access to a 401(k) plan

• Partner Coordination: Support relationships with letting agent partners through regular communication, contacting agents to source new properties and assisting with the generation of service order forms. • Enquiry Management: Respond promptly to incoming customer service enquiries received across telephone, email, and digital messaging channels. • Tenant Onboarding: Guide new customers systematically through the onboarding process for their energy, gas, and broadband services to facilitate a smooth move-in journey. • Supplier Liaison: Coordinate directly with various utility suppliers to manage registration requests and track operational installation timelines. • Data and Workflow Governance: Maintain accurate administrative records, update internal tracking systems, schedule operational follow-ups, and notify letting agents upon successful tenant onboarding. • Digital Outreach Support: Assist with targeted professional networking outreach campaigns and create engaging content to help support the management of digital media pages. • General Administration: Execute daily general office administration tasks as required to maintain seamless day-to-day operations.