• Execute playbook-driven customer interactions across the scale segment: new customer/onboarding sequences, health checks, renewal prep, proactive outreach • Handle inbound customer requests through shared queues, resolving issues using established processes and documenting outcomes • Monitor health signals and act on automated alerts, escalating when situations exceed the playbook • Participate in one-to-many customer motions: webinars, office hours, digital campaigns • Maintain technical credibility in every interaction, speaking knowledgeably about Expel's service and security operations basics • Flag gaps in playbooks and processes as you encounter them, contributing observations that help the team improve • Provide surge support during security incidents affecting scale customers

• Proactively engage with existing platform users to increase product adoption and engagement. • Build strong relationships with customers, becoming their trusted point of contact. • Conduct proactive check-ins via phone, email and video meetings. • Identify opportunities to improve the customer experience and encourage greater platform usage. • Guide users through platform functionality, features and best practices. • Deliver product demonstrations and onboarding sessions. • Share video tutorials, documentation and learning resources to support customer success. • Help customers confidently navigate the platform and achieve their business objectives. • Gather customer feedback and identify common questions or challenges. • Share user insights with internal teams to improve onboarding, customer experience and product development. • Identify trends that could improve customer engagement and retention. • Contribute ideas that enhance customer education and support resources. • Maintain accurate records of customer interactions within the CRM. • Monitor customer engagement and proactively follow up where additional support is required. • Manage a large portfolio of users while delivering a personalised customer experience. • Collaborate with sales, product and support teams to ensure customer needs are met.

• Take ownership of customer success in Portugal and Spain, including onboarding alignment, adoption, retention, and expansion • Establish the first structured CS rhythm for Iberia: touchpoints, segmentation, playbooks, and customer communication standards • Act as the internal voice of Iberia customers, sharing insights and product feedback with cross-functional teams • Manage strategic accounts with a 1:1 approach: stakeholder mapping, success plans, QBRs, risk mitigation, and expansion • Manage a high-volume base through scalable programs (One-to-Many), especially for onboarding and activation. • Identify churn risk signals and proactively act on them using health scoring, usage trends, and engagement metrics • Identify expansion opportunities (upgrades, add-ons, and broader adoption) and execute the right motion based on customer segment • Promote best practices around WhatsApp Business API setup, templates, messaging compliance, automation, and operational workflows • Help define Iberia segmentation, ICP learnings, and customer journey improvements • Collaborate with marketing and sales as the region grows, ensuring new customers enter with correct expectations and smooth handoffs

Role Description The Customer Success Representative is responsible for delivering an exceptional client experience by serving as the primary point of contact for employer groups, brokers, and employees participating in Individual Coverage Health Reimbursement Arrangements (ICHRAs). This role blends customer success, account management, insurance expertise, and benefits administration to ensure successful implementation, ongoing account support, and long-term client satisfaction. The ideal candidate is a relationship builder with excellent communication skills, strong attention to detail, and a passion for helping clients navigate health insurance and employee benefits. This position requires an active Health & Life Insurance License, Medicare Certification (AHIP or NABIP), and candidates should preferably reside in, or be willing to relocate to, the Austin or Houston, Texas metropolitan area. While this is primarily a remote position, occasional in-person meetings, client visits, team events, and training sessions may be required. Qualifications - Active Health & Life Insurance License. - Current FFM Certification, Medicare Certification, AHIP or NABIP (or the ability to obtain within 30 days of hire). - Reside in the Austin or Houston, Texas metropolitan area or be willing to relocate prior to employment. - Minimum of two (2) years of experience in customer success, customer service, insurance, employee benefits, or account management. - Strong knowledge of Individual Health Insurance, Medicare, and employee benefits. - Excellent verbal, written, and interpersonal communication skills. - Strong organizational, problem-solving, and time management skills. - Ability to manage multiple client accounts while maintaining a high level of accuracy. - Proficiency with Microsoft Office Suite, Google Workspace, HubSpot, and web-based technology platforms. Requirements - Experience administering ICHRA, QSEHRA, or other consumer-directed health benefit programs. - Knowledge of ACA regulations, Marketplace health plans, Medicare enrollment, and health insurance carrier operations. - Experience with benefits administration systems, CRM platforms, or enrollment technology. Benefits - Transforming how employers and employees experience health benefits through technology, innovation, and exceptional service. - Guiding employers and their employees through significant transitions in securing the right healthcare coverage. - Making affordable, personalized healthcare genuinely within reach. - Relationship-driven work that defines the customer experience.