Most boards and executives are currently flying blind when it comes to cyber risk. They are guessing. At Safe, we’ve built an AI-driven engine that finally gives the C-Suite a clear, quantified, and real-time view of their security posture. We don’t just provide data; we provide certainty.

We are a $170M Series C-funded category leader. We don’t play in the mid-market; we operate at the highest levels of global enterprise. Today, we are proud to serve 10% of the Fortune 500, protecting global icons such as Apple, Netflix, AT&T, Verizon, and Victoria’s Secret.

As we scale toward our next chapter, we are looking for high-performers who want to do the best work of their careers at the intersection of AI and Cybersecurity.

The Culture Memo: Our Operating System

Safe is not a typical corporate environment. We are a high-intensity, mission-driven team. We value builders who want to define a category and work alongside people who are equally committed to excellence.

• Extreme Ownership: We don’t do “not my job.” We hire people who see a gap and own the solution from start to finish.

• The Elite Standard: We serve the most sophisticated companies on the planet. Our work must be bulletproof. Whether it’s a line of code or a sales deck, we aim for Tier-1 quality every time.

• Methodology & Rigor: We don’t wing it. From Force Management and MEDDICC in sales to data-driven sprints in engineering, we rely on proven frameworks to stay disciplined and predictable.

• Radical Candor: We move too fast for politics or sugar-coating. We value direct, honest feedback that helps us find the right answer quickly.

• The Series C Hustle: We have the stability of a well-funded leader but the heart of a startup.

The Perks & Ownership:

We want our team to feel like owners because they are owners. We trust our people to manage their results and their time.

• Meaningful Equity: Every “Safestar” is a shareholder. You aren’t just an employee; you are a partner in our success.

• Unlimited Leaves: We don’t believe in clock-watching. We offer unlimited leave because we trust you to take the time you need to recharge while staying committed to the mission.

• Comprehensive Benefits: We provide top-tier medical insurance and wellness benefits to ensure you and your family are well cared for.

• Career Trajectory: We are growing aggressively. For high-performers, the path for advancement moves at the speed of your ambition.

Core Responsibilities:

• Own post-sale success for enterprise customers running SAFE’s CTEM platform across the five-phase CTEM lifecycle (Scoping, Discovery, Prioritization, Validation, Mobilization). Partner with CISOs, VM leaders, risk/compliance teams, and SecOps to ensure customers achieve — and can prove — measurable exposure and business-risk reduction, not just tool adoption.
• Act as the ‘voice of the customer’ inside the company.
• Own the customer relationship — including relationships with CISOs/CIOs and IT operational teams — to become a trusted advisor on cyber risk.
• Reconcile differing success definitions across VM, CISO, risk, and ITSM stakeholders into a shared account scorecard.
• Drive key metrics such as GRR, NRR, and value realization.
• Become a SAFE platform expert and help customers become self-sufficient.
• Assist in identifying and documenting best practices and ensuring customer environments align with them.
• Partner with Customer Success Engineers (CSE) to resolve any issues with customer deployments.
• Communicate and track customer product enhancements with SAFE Product Management.

Essential Skills/ Qualifications/ Experience:

• Experience in vulnerability/exposure management, GRC, or a related security domain — vendor-side or practitioner-side.
• Demonstrated ability to communicate technical risk to non-technical/executive audiences.
• Experience managing multi-stakeholder enterprise accounts through organizational change, not just software adoption.
• Empathy with the customer; listening power
• Strong project management skills - super detail-oriented and disciplined
• 5+ years of experience in risk consulting, management consulting, and customer success
• Track record of delivering on customer success metrics
• Confidence in being an advisor to the CXOs of Fortune 500 companies
• Comfort with building, ambiguity, and high growth chaos in a startup environment
• Travel required - 30%

If you’re passionate about cyber risk, thrive in a fast-paced environment, and want to be part of a team that’s redefining security, we want to hear from you! 🚀

Hi, I’m John and I’m the Head of Professional Services at Ashby. One of my favorite aspects of Ashby is our operating principle of Continuous Improvement . Coupled with our principle of caring deeply about our customers, we often find ourselves wondering, “How can we deliver a more impactful customer experience?”. That’s why I’m thrilled to be hiring for our new Solutions Consultant function! As a member of our growing Professional Services team (within Ashby’s Customer Success organization), you’ll have the opportunity to ensure customers have the technical support they need to fully optimize their use of Ashby, helping them build deeper integrations and more effective workflows.

About the Role

This role sits at the intersection of Customer Success, Product, and Support — bridging deep technical acumen with strong customer-facing skills. You’ll serve as a subject matter expert (SME) on complex product areas and integrations, working hands-on with customers via live engagements and expanding our team’s technical delivery capabilities. You’ll bring both product expertise and a consultative mindset, playing a critical role in implementations and integrations.

What you’ll do:

• Serve as a post-sales technical SME on complex product integrations, including enterprise identity and access management (IAM), workplace integrations, and custom APIs, supporting both internal teams and customers during implementations, early access product releases, and advanced configurations.

• Lead customer-facing technical engagements, including discovery sessions, best practice consulting, and hands-on configuration of technical workflows.

• Collaborate with Product to surface emerging technical pain points for exploration and stay ahead of new product capabilities that inform our customer engagements.

• Enable our Technical Support team to focus on break/fix issues for existing configurations while you work upstream with customers to design and launch those configurations.

• Execute solutions explored in pre-sales conversations to ensure continuity between customer expectations and delivered outcomes.

• Translate technical depth into scale, converting insights and one-off solutions into documentation, playbooks, tooling, or enablement content for wider reuse when appropriate.

What success looks like:

• Customers receive enterprise-grade technical guidance and configuration support during implementation and post-live optimization activities

• Ashby expands its customer offerings while enabling more effective specialization of responsibilities with cross-functional partners like Product and Support

• Professional Services opens new revenue streams via defined technical services offerings

• Technical workstreams operate collaboratively with core implementation workstreams and customer success motions

• Custom solutions are documented and scaled for use with other customers

You could be great for fit it you:

• Are a technical generalist who can go deep quickly on topics like M365 and Google Workspace configurations and API-driven custom integrations.

• Have prior experience as a Solutions Consultant, Sales Engineer, Technical Implementation Specialist, or Product Manager, working with a complex SaaS product.

• Can distill complex concepts for functional Talent Acquisition stakeholders (e.g., Recruiting Operations Managers), technical admins (e.g. HRIS or IT stakeholders), and executive decision-makers (e.g. VP of Talent).

• Love live customer interaction, and enjoy solving problems in real time with users.

• Thrive in ambiguity and are resourceful and self-directed— you’re excited to build the solution if it doesn’t yet exist.

• Care deeply about product quality, clarity, and consistency — and want to help us raise the bar through every customer touchpoint.

You might not be a fit if:

• You’re looking for a purely behind-the-scenes role with little customer interaction.

• You prefer to specialize in a narrow technical domain rather than working across multiple feature sets.

• You want strict role boundaries — this job blends technical depth with customer-facing work, and flexing between both is key.

• You’re uncomfortable with ambiguity or iterative problem solving — this role often works in emerging areas without pre-defined solutions.

• You rely heavily on handoffs or checklists — success here often requires defining and owning an issue end-to-end, even if it’s messy.

Our Philosophy

Here are a few key points (relevant to the go-to-market side) that should give you an idea of what it is like to work with us:

• We spend a lot of time building best-in-class products since we believe a highly differentiated product is a lot easier to sell.

• We want to offer deep expertise whenever we interact with prospects and customers.

• We strongly believe that small teams with very talented people (and the right work environment) deliver much better performance than teams with large headcount. We hire and compensate accordingly.

• We value a strong sense of ownership, principled thinking over experience, and thoughtful communication (we put a lot of effort into using the right communication channels) - we’ll get into these and other values during the hiring process.

The Interview

At Ashby, our team and interview process want to help you show your best self. Our interview process is structured to get to know you and your career as well as empower you with insight into our key focus areas. Here is the process in its entirety:

• 30 min - Recruiter Screen with Talent Team

• 45 min - Interview with Head of Professional Services (Hiring Manager)

• Take Home Exercise (one week to complete)

• 60 min - Interview with Integrations Consultant and Product Manager

• Final Round:

  • 30 min - Interview with VP of Customer Success

  • 30 min - Interview with CEO

  • 10 min - Closing Questions with Hiring Manager

Ashby provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.

Ashby is committed to a fair and transparent hiring process. We confirm that this advertisement is for an active, existing vacancy within our organization. Please be advised that we may use artificial intelligence-driven tools to assist our recruitment team in screening, assessing, and selecting candidates for this position.

Sprout Social is looking to hire an Adoption Consultant for the Customer Support team, based in the Philippines.

The Adoption Consultant plays a critical role in driving customer satisfaction, retention, and growth within our rapidly expanding customer base. You will be responsible for maintaining strong customer relationships, ensuring successful platform adoption, and driving customer value across a high volume of accounts. This role requires a strong focus on efficiency, operational rigor, process improvement, and leveraging technology to scale customer success outcomes.

Why join Sprout’s Customer Support team?

As a member of Sprout’s Customer Support team, your impact is multifaceted. Not only are you the face of Sprout to customers in need of solutions - you’re also an integral internal resource. As product generalists, our team is incredibly skilled and knowledgeable about our entire platform, creating a ton of opportunities for us to partner with teams like Sales & Success, Product and Engineering for training, coaching and feedback. One of the most unique and exciting aspects of our support team is that we don’t have customer assignments or individual workloads—it’s a group workload. We consider ourselves a community and function as such, supporting one another from day one to reach our goals and grow in our career. Speaking of growth, Customer Support is also a great way to enter into tech. We coach folks on a wide array of skills that set them up for success in all parts of our business

What you’ll do

• Drive Value & Adoption: Lead training sessions and value discussions to ensure a high volume of customers effectively utilize Sprout’s core functionalities to meet their strategic goals.
• Scale Customer Success: Execute one-to-many playbooks and leverage self-service resources, like in-app guidance and knowledge base articles, to drive platform utilization at scale.
• Proactive Health Monitoring: Analyze usage data and health metrics to identify trends, proactively address churn risks, and uncover opportunities for customer growth.
• Efficient Issue Resolution: Resolve customer inquiries promptly, leveraging support tools and escalating complex issues to ensure a seamless experience.
• Operational Excellence: Partner with Product and Engineering to identify and implement process improvements and automation that streamline our Customer Success operations.
• Team Collaboration: Contribute to our collective knowledge by developing internal best practices and resources that help the entire support community grow.

What you’ll bring

You have a passion for helping customers succeed with Sprout and a curiosity about how to leverage new technology to deliver best-in-class experiences at scale. You like processes and operate with efficiency to manage customers at scale. You are comfortable talking with anyone from a social media practitioner at a small agency to a director of marketing at a global brand, and everyone in between. If the idea of speaking with a customer and helping them connect our tools to their strategy is your “sweet spot,” this role is for you!

The minimum qualifications for this role include:

• 2+ years of customer success experience
• Strong problem-solving and team collaboration skills
• Agility and flexibility in a rapidly changing environment
• Ability to work either of the following shifts:
  • 6AM - 3PM PHT
  • 1PM - 10PM PHT

Preferred qualifications for this role include:

• Familiarity with Sprout Social influencer marketing and influencer marketing strategy
• Experience with Gainsight or other CS management software
• Experience working within a one-to-many model of customer success

How you’ll grow

Within 1 month, you’ll plant your roots, including:

• Onboarding and Learning: Become familiar with the Sprout Social platform, core functionalities, and internal processes.
• Understanding Customer Adoption Accounts: Gain an understanding of the characteristics and needs of Customer Adoption Accounts.
• Initial Customer Engagement: Begin engaging with customers through initial discussions and training sessions.
• Resource Review: Review and understand existing adoption materials and resources.

Within 3 months, you’ll start hitting your stride by:

• Active Customer Support: Respond to customer inquiries, resolve issues, and utilize support tools effectively.
• Platform Monitoring: Start actively monitoring customer platform usage and identifying areas for improvement in adoption.
• Data Analysis: Begin analyzing customer data to understand usage patterns.
• Process Familiarization: Deepen understanding of and begin contributing to process improvements.
• Proactive Engagement: Proactively identify and address customer needs and potential churn risks.

Within 6 months, you’ll be making a clear impact through:

• Reporting: Generate regular reports on customer health and performance.
• Automation Implementation: Leverage automation tools to improve efficiency.
• Contribution to Knowledge Base: Contribute to the development and maintenance of internal knowledge base articles.
• Activity Metrics: Achieving activity metrics associated with the role to measure customer engagements.

Within 12 months, you’ll make this role your own by:

• Contributing to the team’s strategic direction - proposing projects and new approaches for our customers.
• Being a SME on our customer success software.
• Understanding the entire customer journey, and ensuring that when customers seem to be going off course, you recognize and help them correct.

Of course what is outlined above is the ideal timeline, but things may shift based on business needs and other projects and tasks could be added at the discretion of your manager.

Our Benefits Program

We’re proud to regularly be recognized for our team, product, and culture. We invest in our team with a comprehensive benefits program:

• Comprehensive Health Coverage: A 23,299 PHP monthly allowance to cover your health insurance (HMO) needs.
• Premium Mental Health Support: Full access to Modern Health for you and your dependents, including free coaching, therapy sessions, and digital wellness resources.
• Generous Paid Time Off: 24 days of paid leave, 5 sick days, plus regular holidays, special non-working holidays, and company-wide Rest & Recharge days.
• Lifestyle Spending Account (LSA): An annual $500 USD fund to spend on your physical, mental, and financial well-being—from gym memberships to hobbies.
• Work From Home Support: A one-time $550 USD stipend to set up your home office, plus a monthly $50 USD stipend for internet expenses.
• Standard Compensation & Pay: We provide a 13th-month salary and adhere to all government-mandated pay premiums, including Night Shift Differential (NSD) and holiday/overtime pay.
• Charitable Giving: A company match for your donations to eligible charitable organizations.
• High-Quality Equipment: A 13” MacBook and other high-quality equipment to ensure you can do your best work.

* This list is for informational purposes only. Benefit offerings are discretionary and subject to change and do not constitute a contract or guarantee of benefits.

Our salary ranges reflect the expected earning potential for this role. Individual pay is based on geographic zone, relevant experience, and skills.

Our current hiring range for this role: 760,000 – 950,000 PHP OTE annually. OTE is governed by an incentive plan. It is the sum of a fixed base salary plus incentives at target performance. Incentive compensation will vary based on performance. Offers are made within this range, with opportunities to grow within the broader band based on performance and impact.

We share both our current hiring range and our broader geographic salary bands to provide transparency into our compensation philosophy. This ensures you understand not only your starting potential but also the long-term growth opportunities available as you progress in your role.

The full OTE range for this role is 760,000 – 1,140,000 PHP

These ranges were determined by a market-based compensation approach; we used data from trusted third-party compensation sources to set equitable, consistent, and competitive ranges. We also evaluate compensation bi-annually, identify any changes in the market and make adjustments to our ranges and existing employee compensation as needed.

Candidates for this remote work opportunity must be based in the Philippines. If you are based in another location within APAC, we aren’t able to hire in your location at this time.

#LI-Remote

Sprout Social Inc. and its subsidiaries process personal data submitted through your application to assess your qualifications for employment and to inform our hiring decision and, where applicable, for required governmental reporting. For more information, please review Sprout’s Global Applicant Privacy Notice.

SeatGeek believes live events are powerful experiences that unite humans. With our technological savvy and fan-first attitude we’re simplifying and modernizing the ticketing industry. As a Client Success Manager at...

The Opportunity:

As a Customer Success Manager at DataGrail, you’ll partner with customers to help them operationalize and scale their privacy programs using our agentic privacy platform. Acting as a trusted advisor, you’ll drive onboarding, adoption, and long-term customer success by delivering strategic guidance, fostering engagement, and helping customers realize measurable value from the platform. You’ll also advocate for customer needs cross-functionally, helping shape the product experience and the future of privacy operations.

What You’ll Do:

• Own the customer journey from onboarding through long-term success and retention.
• Lead customer onboarding and implementation projects, coordinating timelines, stakeholders, and delivery milestones.
• Drive platform adoption and customer value by helping organizations operationalize privacy best practices.
• Build trusted relationships with customer stakeholders, including privacy, security, legal, and executive teams.
• Proactively monitor customer health, identify churn risks early, and drive resolution plans.
• Partner cross-functionally with Solutions Architects, Product, Support, and Sales to improve the customer experience.
• Identify opportunities to improve onboarding workflows, customer engagement, and operational scalability.
• Advocate for customer needs and share actionable feedback to help shape product improvements

What You’ll Bring:

• Experience in customer success, onboarding, implementation management, or customer-facing SaaS roles
• Strong understanding of privacy operations and data privacy regulations such as GDPR and CCPA
• Experience working with privacy platforms or related technologies, including tools like DataGrail
• Strong project management and problem-solving skills with the ability to manage multiple customer priorities
• Ability to build trusted relationships with both technical and business stakeholders
• Clear communication skills and confidence working with customer leadership teams
• Ability to proactively identify customer risks, drive adoption, and improve customer outcomes
• Passion for customer success, privacy, and helping organizations navigate evolving compliance challenges

Bonus Points

• Experience working with privacy, security, legal, or compliance teams
• Familiarity with SaaS onboarding or implementation workflows
• Experience supporting customers in fast-moving or highly regulated environments

What Success Looks Like:

Within 90 Days You’ll:

• Develop a strong understanding of the DataGrail platform, privacy workflows, and customer use cases
• Shadow onboarding and customer success engagements across a variety of accounts
• Begin leading onboarding activities, customer training sessions, and proactive customer check-ins
• Successfully onboard your first customers and help drive early adoption and platform value
• Build strong working relationships across Customer Success, Solutions Architecture, Product, and Support
• Start identifying customer risks, surfacing product feedback, and contributing to internal process improvements

Within 180 Days You’ll:

• Independently manage onboarding and ongoing success across your customer portfolio
• Drive customer adoption, engagement, and long-term value realization
• Proactively identify customer risks and lead retention or mitigation efforts
• Build trusted relationships with customer stakeholders across privacy, legal, security, and operations teams
• Contribute to onboarding best practices, playbooks, and scalable customer success processes
• Share actionable customer feedback and insights to help influence product improvements

Within 365 Days You’ll:

• Serve as a trusted advisor across your customer portfolio, driving strong retention, satisfaction, and customer advocacy
• Lead strategic customer conversations around privacy operations, adoption, and growth opportunities
• Contribute to scalable onboarding, enablement, and customer success initiatives across the organization
• Mentor newer team members and share best practices across the Customer Experience team
• Demonstrate measurable impact on customer outcomes, operational efficiency, and product evolution

The OTE compensation (salary + variable) range below is a guideline and the final compensation will be based on factors such as qualifications, skill level, and competencies. Our compensation ranges apply to all US-based job postings regardless of state.

All full-time regular employees are eligible for equity, health, dental & vision insurance plans, remote-first working environment, 401k savings plan, parental leave, wellness benefits, flexible time off, paid holidays, and a work from home stipend. Benefits are subject to change.

Compensation Range

$120,000—$140,000 USD

About Us:

DataGrail is the Agentic Data Privacy Platform. We help the world’s leading brands such as HubSpot, FanDuel, Dexcom, Major League Soccer, and Okta automate privacy and control risk with secure, human-governed AI that scales.

Powered by Vera, the complete privacy AI agent, and underpinned by an unrivaled 2,500+ integrations and no-compromise security architecture, DataGrail is built to solve complex privacy challenges that others can’t. DataGrail is rated 4.8⁄5 stars on G2 and is a two-time recognized privacy leader by IDC.

DataGrail provides equal opportunities for everyone that works for us and everyone that applies to join our team, without regard to sex or gender, gender identity, gender expression, age, race, religious creed, color, national origin, ancestry, pregnancy, physical or mental disability, medical condition, genetic information, marital status, sexual orientation, any service, past, present, or future, in the uniformed services of the United States (military or veteran status), or any other consideration protected by federal, state, or local law.  Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Who are we?

At Leadership Connect, we believe that relationships are everything in business and in life. Founded by two former CEOs of S&P 500 companies and a former presidential press secretary, our premier information service is built for developing relationships that impact decisions in government, business, and media. Utilizing deep research expertise and cutting-edge technology, we help our clients win business and influence policy across various specialties and verticals. We are a close-knit team dedicated to helping each of our users make a difference.

The role anchors a small, three-person client services team, owning the contract administration and renewal workflows that keep every renewal on track while personally managing a book of accounts. This role coordinates renewal and contract processes on behalf of the Account Directors on the team — tracking renewal timelines, keeping renewal tasks moving, and maintaining rigorous Salesforce documentation — and monitors the broader account base for retention risk so nothing slips before it becomes churn.

This role also serves as the personal account manager for a dedicated book of clients. These are largely on-demand accounts that require less outbound engagement and are primarily supported by marketing programs, so the emphasis is on responsive, high-quality client support: renewal conversations, onboarding and training support for client users, and value positioning at renewal time. The role is client-facing, though to a lesser degree than a traditional high-volume account management role.

This role reports into the Revenue Operations team and works closely with Sales Leadership, Client Success, and Finance.

Core Functions of the Role

• Own contract administration and renewal workflows for the team. Manage the renewal calendar across the team’s accounts; review upcoming renewals and auto-renewals ahead of deadlines; keep the team’s Account Directors on task through each stage of the renewal process; partner with Revenue Operations on contract updates and amendments; and upload executed agreements to SharePoint.

• Monitor accounts for retention risk.Track engagement and usage signals across the team’s account base, flag churn risk early to the Account Directors and leadership, and partner with Client Success to use client usage patterns to strengthen the business case for renewal.

• Personally manage a book of on-demand accounts.Serve as account manager for a book of clients who are largely marketing-supported and need less outbound engagement — owning their renewals, auto-renewals, account planning, pricing conversations (including price increases and client pushback), and Salesforce opportunity updates and notes.

• Provide client onboarding and training support.Deliver onboarding and training support to client users, partnering with Client Success to activate new users within a client license and position product value with client decision-makers.

• Maintain strong documentation practices.Document all renewal conversations in Salesforce, keep account status, opportunity, and risk transparent to sales leadership, and ensure appropriate client billing contacts with any liaison needed with Finance.

• Support healthy account practices.Collaborate with Client Success on account hygiene — activating and deactivating users, identifying accounts unassigned to Client Success, and surfacing upsell opportunities within the book.

About You

• 2+ years of contract administration or renewal management experience (required), ideally in a B2B subscription business model.

• A background in client success management is a strong plus, though not required.

• Comfortable keeping others on task — you can coordinate workflows across teammates, track deadlines, and follow up persistently and diplomatically.

• Detail-oriented documentation practices and strong Salesforce account hygiene that ensure transparency on account status, opportunity, and risk.

• Client-focused communication skills, including value positioning, handling renewal pushback, and navigating cancel conversations with professionalism.

• Highly organized, with the ability to manage a personal book of accounts alongside team-wide renewal workflows.

• Bachelor’s degree in Business Administration, Public Policy, Marketing, or a related discipline, or equivalent experience.

• Comfortable working effectively in a remote environment.

What is it like to work here?

We foster an environment that encourages all our team members to excel by offering competitive compensation for top talent. We believe in creating a friendly and enjoyable workplace, with regular team-building events, happy hours, and more. Transparency is key within our company, and we hold weekly town halls led by our CEO to address questions regarding business plans, product direction, and company goals. In addition, we provide flexible PTO policies to ensure you can enjoy your time outside the office and focus on your personal life.

Everyone from full-stack developers to data scientists, former Hill staffers, and sales professionals help shape our in-depth people intelligence.

There is never a dull moment in our Washington, D.C. headquarters. People come from all over the world to join forces at Leadership Connect. We currently have teams working remotely and in-office and often get together for rooftop happy hours, exploring a brand new office, and meeting all the new hires on our growing team.

Want to join our amazing team?

Benefits/Rewards:

Awesome medical insurance plan

Dental Insurance

Life & Disability insurance

Flexible spending accounts

Unlimited PTO!

Eleven Paid Holidays

$3,000 Employee Referral Program

Employer contribution to 401(k) plan

Rewards and recognition programs

If you’re excited about this role but don’t meet 100% of the requirements, we still want to hear from you!  Leadership Connect is committed to building a diverse and inclusive workforce where unique experiences are valued and everyone has the opportunity to contribute. Research has continuously shown that women and people of color are less likely to apply for jobs unless they meet all of the listed qualifications. We want to help overcome this trend and seek to make space for unique and relevant skills and attributes. So, when applying to Leadership Connect we focus on evaluation based on key competencies needed for success in the position. We look forward to receiving your application!

Leadership Connect is committed to creating a diverse environment and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Description

Who We Are

Great Minds is a high-growth, mission-driven organization founded by educators in 2007. As a for-profit, Public Benefit Corporation, we believe all students deserve access to meaningful, challenging content—and all teachers deserve tools that are intuitive, effective, and built for the realities of today’s classrooms.

We develop high-quality, knowledge-rich math, science and ELA curricula grounded in research and designed in collaboration with educators. Our materials reflect real classroom needs and are built to drive lasting student outcomes.

We are committed to usability, coherence, and practical implementation—supporting teachers not just through curriculum, but with professional learning, purposeful technology, and responsive service that enable strong adoption and impact.

What We Build

Our products— Eureka Math and Eureka Math², Wit & Wisdom, Geodes, and the newly launched Arts & Letters ELA—are trusted by thousands of schools and districts nationwide.

• Eureka Math is the most widely used math curriculum in the U.S., and is focused on balancing conceptual understanding, procedural fluency, and application.

• Wit & Wisdom® and Arts & Letters ELA™ anchor our reading strategy with content-rich, grade-level instruction that integrates literature, history, and the arts, grounded in the science of reading. Geodes® complements our reading suite with decodable texts that pair phonics with meaningful content to support early literacy.

These programs reflect a shared belief in high expectations, joyful rigor, and deep respect for educators and students.

Where We’re Headed

Great Minds is entering a new stage of growth and product maturity. We are focused on building more connected, customer-informed experiences across the full educator journey—from curriculum to professional learning to platform and support.

Our long-term vision is to become a true partner in impact—not just delivering curriculum, but supporting educators in achieving outcomes at scale.

Job Purpose

The Success Lead is a member of the Implementation Services team and supports Great Minds in its mission to promote adoption and effective implementation of all curriculum products. Maintaining intimate knowledge of the features and advantages of Great Minds products and services, Success Leads work as part of a regionally based team to support districts and schools to successfully implement Great Minds curriculum. The Success Lead

- fosters long-term relationships with district leaders and school leaders,

- develops comprehensive implementation plans with partners and monitors progress, and

- delivers onsite, job embedded leadership consulting that results in student growth.

This role is an exceptional opportunity for skilled instructional coaches, school leaders, district leaders, and education leaders who have done such work in other organizations. Applicants are experienced in leading teams that have implemented Great Minds curricula. While the work is remote, this will also be a highly collaborative position, necessitating a strong sense of teamwork and cooperation in addition to some travel.

Responsibilities

• Manage a portfolio of strategic district partnerships and serve as the implementation relationship owner for Great Minds customers in a territory

• Partner with district and school leaders to plan and execute effective Great Minds implementations. Offer strategies, resources, and professional learning opportunities that support successful implementation, change management, and improved student outcomes

• Support district partners in ways that achieve aggressive KPIs designed to rapidly improving student learning outcomes and scale services to support more districts

• Provide on-site targeted support to district leaders, school leaders, and coaches. This includes a wide range of support, including school visits and regularly scheduled meetings with partners to monitor and evaluate progress, review data, identify implementation successes and challenges, provide assessment and grading supports, and encourage ongoing PLC and professional learning plans

• Facilitate leadership professional learning networks, PD, and coaching sessions

• Gather, monitor, and record implementation success metrics at regular intervals, make recommendations to improve instruction and student learning outcomes, and document all significant customer interactions and data

• Document and communicate insights about implementation to leadership based on interactions with assigned implementations

• Stay abreast of, and share with the organization, the regional trends and factors that influence customer practices, sensitivities, and impacts on educational reforms

• Collaborate with Great Minds sales professionals in one or more territories to expand adoptions, plan implementation services, and serve as the primary Great Minds content expert

• Plan and execute pre-launch structures and communications by providing content assistance for the sales team, contributing deep content knowledge and responding to customer questions

• Serve as a liaison cross all colleagues (Success, Sales team, etc.) interacting with customers in the region

• Represent Great Minds through presentations at conferences, and contribute to content in the form of blogs, whitepapers, etc.

• Cultivate and maintain a strong and supportive Great Minds culture in all work environments, with an emphasis on trust, collegiality, curiosity, and quality

• Perform other duties as assigned

Requirements

Requirements

• At least 7 years of experience in education with at least 3 years as a school leader or an instructional coach

• Experience managing a portfolio of strategic district partnerships

• Experience implementing one of Great Minds curricula and/or an aligned high-quality, knowledge-building curriculum

• Proficiency with or alignment to Great Minds instructional design and pedagogy

• Demonstrated proficiency in educational consulting or coaching, site-based leadership, curriculum decision making, and professional learning facilitation

• Experience with both digital and print education platforms

• Knowledge of the factors that drive decision making at all levels of public, charter, and private schools

• Clear and succinct writing skills, with the ability to produce implementation plans aligned to the organizational and product vision while honoring districts’ unique contexts

• Strong organizational habits necessary for successful goal setting, project management, collective decision making, deadline execution, and record keeping

• Ability to make solutions-oriented decisions through flexible thinking in an ambiguous, fast-paced entrepreneurial environment

Attributes

• Passion for and commitment to the importance of high-quality, knowledge-rich curriculum

• Commitment to high standards, instructional quality, and continuous improvement for oneself and others

• Receptivity to feedback with a focus on reflective practice

• Highly collaborative with the ability to consistently exhibit diplomacy, tact, and integrity

• Appreciation for the challenges and victories faced everyday by educators and their leaders working toward improving student learning outcomes

• Empathy, curiosity, and the desire to continually grow as a learner

• Deep belief that every child is capable of greatness

Required Education

Bachelor’s degree

Status

Full-time

Travel

The Success Lead may travel up to 50% of the time, depending on location. Tasks while traveling may include the following:

• Minimum 50% travel (Texas)

• Visit customers sites to support school- and district-level implementation plans

• Provide onsite coaching or customer implementation support

• Provide sales presentation support

• Participate in team meetings

• A valid driver’s license and willingness to fly and drive are required to fulfill PD and client service assignments.

Location

Remote

Candidate must live in Texas (preferably the Rio Grande Valley).

The base salary range for this position is $95,000-$100,000, however the offered salarymay be higher or lower than the above range dependent on numerous factors including, but not limited to location, work experience, skills and internal equity considerations.. The base salary is not inclusive of benefits or other incentives.

A cover letter and resume are required to be considered for this position.

New employees will be required to successfully complete a background check and provide declaration of COVID-19 vaccination status. We do not require COVID-19 vaccination as a condition of employment; however, your vaccination status could impact your ability to perform this role at certain client sites.

Any communication to applicants relating to the Great Minds hiring process will only come from email addresses with the domains greatminds.org or greatminds.recruitee.com. If in the course of the application or hiring process with Great Minds you are contacted through another domain, are requested to provide banking or other sensitive information, or you note any other suspicious activity, please contact security@greatminds.org

Great Minds is an equal opportunity employer. We will extend equal opportunity to all individuals without regard to race, religion, color, sex (including pregnancy, sexual orientation, and gender identity), national origin, disability, age, genetic information, or any other status protected under applicable federal, state, or local laws. Our policy reflects and affirms the organization’s commitment to the principles of fair employment and the elimination of all discriminatory practices.

#LI-Remote

Description

About the role

We’re hiring a Retention Specialist to join our Customer Service team.

This is a specialist retention role. Your focus will be on customers who are actively trying to cancel and customers we believe may be at risk of leaving. You’ll work across phone, chat, and email, combining reactive cancellation handling with proactive outreach designed to prevent churn before it happens.

You won’t be responsible for a general support queue. We’re looking for people who are comfortable having difficult customer conversations, quickly identifying what is really driving a cancellation, and using good judgment to find the right path to retain the customer.

This role is highly outcome-focused. Success isn’t about how many conversations you close — it’s about how many customer relationships and how much recurring revenue you retain.

What you’ll do:

• Own cancellation conversations end-to-end. Handle customers requesting cancellation across phone, chat, and email, understand the real reason they want to leave, and work toward the right retention outcome.

• Reach out proactively to customers at risk of churn. Use customer behaviour, account signals, previous interactions, and internal risk indicators to identify customers who may need intervention before they reach the point of cancellation.

• Make the right retention offer for the situation. You’ll have a range of retention options and clear guidelines, but this is not a scripted role. You’ll need to understand the customer’s situation and decide which approach has the best chance of genuinely retaining them.

• Handle retention confidently across different channels. A strong phone conversation is important, but so is being able to write a persuasive, personal email or manage a cancellation conversation through chat.

• Understand the product well enough to challenge cancellation reasons and solve issues on the spot if needed

Requirements

• Previous experience in retention, cancellations, collections, renewals, win-back, or another role where you were directly responsible for preventing customer churn.

• Experience in Customer Success within a SaaS technology company. You should already be comfortable working with subscription products, recurring revenue, customer usage, and renewal or cancellation cycles.

• Evidence that you have personally handled difficult customer conversations and been accountable for the outcome — not simply escalated them to another team.

• Strong spoken and written English, ideally B2/C1 level or above. You’ll be working with customers through phone, chat, and email every day.

• Confidence with outbound calls and proactive customer outreach. Not every conversation will start with the customer contacting us first.

• Good commercial judgment. You should be able to balance retaining the customer with understanding when an offer makes sense, when a different solution is needed, and when a customer genuinely cannot be retained.

• The ability to stay calm, clear, and persuasive when speaking with frustrated or unhappy customers.

• A reliable remote working setup suitable for regular customer calls.

• Based in Latin America.

• Professional references from previous retention or Customer Success roles. References will be verified as part of our recruitment process.

Who We Are:

Ordergroove is a dynamic, fast-paced environment where you will be involved in building something of real value from the ground up. We’re looking for bright, talented people who are excited about innovation, growth, and the exciting world of Relationship Commerce. If you’re motivated by a desire to solve problems and deliver groundbreaking insights and solutions you’ll fit in perfectly!

About the Role:

Working on the Customer Success Team requires a passion for building solid client relationships and becoming our customers’ most valuable partner. We are a close-knit team that takes pride in our work and loves working together. We are customer-obsessed and are willing to go the extra mile for our merchants. The Customer Success Manager owns the post-sales experience and works directly with our customers to understand their business and partner with them to ensure their success. As a Customer Success Manager, you will use your consultative and relationship-building skills to deliver strategic recommendations, best practices, and expertise to our clients. Are you ready to join us?

What You Will Do:

• Develop a deep understanding of your customers’ businesses, including their objectives and success criteria for a relationship commerce program and how it fits into their long-term and short-term goals
• Take full ownership of your portfolio’s health and results: anticipate blockers, drive action across internal and external stakeholders, and hold yourself accountable to outcomes, not just activities
• Understand your customer’s organizational landscape, identify key stakeholders, and build solid relationships with client operating partners
• Anticipate customer needs, identify key activities needed to push results, recognize interdependencies, and develop and manage project plans to ensure delivery of timely, high-quality customer programs and excellent customer service
• Educate customers on best practices and advise on strategies and tactics to steer relationship commerce program KPIs and exceed their business objectives
• Conduct comprehensive business reviews that demonstrate a deep understanding of your customer’s subscription program goals and results and provide data-backed recommendations that will maximize program results
• Leverage scalable tools for asynchronous customer engagement in addition to leading effective dynamic customer meetings, remote and occasionally on-site
• Participate in and provide guidance for innovative cross-functional projects for your customer
• Support internal team members and share best practices to ensure that Customer Success team goals are met

About You:

• 3-6+ years of customer management/vendor management experience ideally with some experience working in SaaS retail-tech or mar-tech
• Experience project managing complex initiatives and campaigns from inception to launch to evaluation and optimization
• Ability to demonstrate outstanding communication, interpersonal, and presentation skills including: communicating with executives, distilling complex data into clear narratives, navigating hard conversations with confidence, and commanding a room.
• Experience in web-based business or retail industry experience that includes e-commerce on major platforms such as Shopify, Salesforce, BigCommerce and Magento
• Prior experience working for or with agencies in the digital space
• Desire to go beyond the basics and bring new ideas and thinking to Ordergroove and our clients
• Optimistic, able to face challenging problems with enthusiasm, with a willingness to roll up your sleeves to get the job done
• An ability to manage competing priorities in a fast-paced environment
• Excellent work ethic, team player, resourceful, and a positive ‘can-do’ outlook
• Advanced skills in Google Suite
• BS / BA degree required

If you don’t meet 100% of the qualifications outlined above - that’s okay, nobody’s perfect! We encourage you to apply.

About Ordergroove:

Ordergroove powers recurring revenue for the world’s largest and most innovative retailers including L’Oreal, Dollar Shave Club, La Colombe Coffee, Bonafide Health, BarkBox, and more. As a direct result, more than 11% of adult Americans have a subscription powered by Ordergroove. Our technology makes seamless, one-of-a-kind subscriber and membership experiences possible to turn one-time transactions into profitable recurring customer relationships.

Ordergroove’s powerful platform empowers merchants with highly customizable options such as flexible promotions, bundling, and analytics to bolster their bottom line while making customers’ lives easier. We recently achieved a milestone year with 152% year-over-year new business growth and were rated best-in-class subscription technology by CB Insights and eCommerce Platform of the Year by RetailTech Breakthrough Awards.

Our company values celebrate collaboration, different perspectives, and curiosity with the goal of getting to the right answer, no matter who came up with it. At Ordergroove we are committed to creating a welcoming and supportive environment for all people. We encourage people with different backgrounds and experiences to join our growing team so that we gain different perspectives and build the best team possible. We demand the best of ourselves and each other and never miss an opportunity to celebrate our successes.

With a fully flexible work from anywhere culture, staying connected and supporting each other are always top of mind. We build our tight-knit community through small group events like trivia night, cooking classes, and book clubs. We encourage cross-functional relationships through virtual coffees and we stay close to the business through weekly team updates and quarterly all-hands meetings.

At Ordergroove, we focus on flexibility and empowering our team to make the right decisions for themselves. We have flexible PTO, a totally remote (anywhere in the US) workforce, and an annual personal development budget that you use for what matters to you (wellness, career development, productivity at home, etc). And of course, that is on top of the basics like competitive compensation (including stock options) and incredible, affordable benefits. Come join our amazing team while we enable the fastest-growing segment of commerce that makes life easier for millions of consumers every day!

At Ordergroove, we want to hire, develop, and retain the best talent, making Ordergroove a top destination to grow your career.

The pay transparency law is a way of narrowing the gender pay gap and fostering an engaged and positive working environment.  It is also a way to share what we think is a reasonable, equitable, and competitive compensation structure for the roles on our team.

The total compensation range (base + quarterly bonus) for this role starts at $120,000 OTE + equity.

The Opportunity:

As a Customer Success Manager at DataGrail, you’ll partner with customers to help them operationalize and scale their privacy programs using our agentic privacy platform. Acting as a trusted advisor, you’ll drive onboarding, adoption, and long-term customer success by delivering strategic guidance, fostering engagement, and helping customers realize measurable value from the platform. You’ll also advocate for customer needs cross-functionally, helping shape the product experience and the future of privacy operations.

What You’ll Do:

• Own the customer journey from onboarding through long-term success and retention.
• Lead customer onboarding and implementation projects, coordinating timelines, stakeholders, and delivery milestones.
• Drive platform adoption and customer value by helping organizations operationalize privacy best practices.
• Build trusted relationships with customer stakeholders, including privacy, security, legal, and executive teams.
• Proactively monitor customer health, identify churn risks early, and drive resolution plans.
• Partner cross-functionally with Solutions Architects, Product, Support, and Sales to improve the customer experience.
• Identify opportunities to improve onboarding workflows, customer engagement, and operational scalability.
• Advocate for customer needs and share actionable feedback to help shape product improvements

What You’ll Bring:

• Experience in customer success, onboarding, implementation management, or customer-facing SaaS roles
• Strong understanding of privacy operations and data privacy regulations such as GDPR and CCPA
• Experience working with privacy platforms or related technologies, including tools like DataGrail
• Strong project management and problem-solving skills with the ability to manage multiple customer priorities
• Ability to build trusted relationships with both technical and business stakeholders
• Clear communication skills and confidence working with customer leadership teams
• Ability to proactively identify customer risks, drive adoption, and improve customer outcomes
• Passion for customer success, privacy, and helping organizations navigate evolving compliance challenges

Bonus Points

• Experience working with privacy, security, legal, or compliance teams
• Familiarity with SaaS onboarding or implementation workflows
• Experience supporting customers in fast-moving or highly regulated environments

What Success Looks Like:

Within 90 Days You’ll:

• Develop a strong understanding of the DataGrail platform, privacy workflows, and customer use cases
• Shadow onboarding and customer success engagements across a variety of accounts
• Begin leading onboarding activities, customer training sessions, and proactive customer check-ins
• Successfully onboard your first customers and help drive early adoption and platform value
• Build strong working relationships across Customer Success, Solutions Architecture, Product, and Support
• Start identifying customer risks, surfacing product feedback, and contributing to internal process improvements

Within 180 Days You’ll:

• Independently manage onboarding and ongoing success across your customer portfolio
• Drive customer adoption, engagement, and long-term value realization
• Proactively identify customer risks and lead retention or mitigation efforts
• Build trusted relationships with customer stakeholders across privacy, legal, security, and operations teams
• Contribute to onboarding best practices, playbooks, and scalable customer success processes
• Share actionable customer feedback and insights to help influence product improvements

Within 365 Days You’ll:

• Serve as a trusted advisor across your customer portfolio, driving strong retention, satisfaction, and customer advocacy
• Lead strategic customer conversations around privacy operations, adoption, and growth opportunities
• Contribute to scalable onboarding, enablement, and customer success initiatives across the organization
• Mentor newer team members and share best practices across the Customer Experience team
• Demonstrate measurable impact on customer outcomes, operational efficiency, and product evolution

The OTE compensation (salary + variable) range below is a guideline and the final compensation will be based on factors such as qualifications, skill level, and competencies. Our compensation ranges apply to all US-based job postings regardless of state.

All full-time regular employees are eligible for equity, health, dental & vision insurance plans, remote-first working environment, 401k savings plan, parental leave, wellness benefits, flexible time off, paid holidays, and a work from home stipend. Benefits are subject to change.

Compensation Range

$120,000—$140,000 USD

About Us:

DataGrail is the Agentic Data Privacy Platform. We help the world’s leading brands such as HubSpot, FanDuel, Dexcom, Major League Soccer, and Okta automate privacy and control risk with secure, human-governed AI that scales.

Powered by Vera, the complete privacy AI agent, and underpinned by an unrivaled 2,500+ integrations and no-compromise security architecture, DataGrail is built to solve complex privacy challenges that others can’t. DataGrail is rated 4.8⁄5 stars on G2 and is a two-time recognized privacy leader by IDC.

DataGrail provides equal opportunities for everyone that works for us and everyone that applies to join our team, without regard to sex or gender, gender identity, gender expression, age, race, religious creed, color, national origin, ancestry, pregnancy, physical or mental disability, medical condition, genetic information, marital status, sexual orientation, any service, past, present, or future, in the uniformed services of the United States (military or veteran status), or any other consideration protected by federal, state, or local law.  Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Blackpoint Cyber is the leading provider of world-class cybersecurity threat hunting, detection and remediation technology. Founded by former National Security Agency (NSA) cyber operations experts who applied their learnings to bring national security-grade technology solutions to commercial customers around the world, Blackpoint Cyber is in hyper-growth mode,  fueled by a recent $190m series C round.

The Opportunity:

We are a rapidly growing cybersecurity company committed to delivering innovative solutions to Managed Service Providers (MSPs), Systems Integrators (SIs), Value Added Resellers (VARs) and enterprise clients.

Our agile team is in the foundational stages of building a top-tier Client Success department. We are seeking a Client Success Architect who is adaptable, security-minded, client-focused and highly technical.

Key Responsibilities:

• Focus on enhancing partner health by driving the adoption of the Blackpoint Suite of products and services and penetration of endpoints.

• Provide in-depth technical engagement and training to partners to educate and help them with the use of our suite of products as it relates to their business.

• Collaborate with other Go-To-Market (GTM) and Product team members to facilitate strategic engagements with partners and their clients. This includes direct engagement, preparation processes, and flowchart documentation to enhance partner experiences.

• Offer onboarding and offboarding support through direct engagement with partners and their clients. Assist in building strategic documentation and process flows to ensure faster and smoother onboarding experiences.

• Engage in ongoing education related to Blackpoint products, services, and integrated systems to stay current and provide the best support to partners.

• Assist in crafting and preparing monthly partner reviews to assess value delivery and customer health, ensuring ongoing satisfaction and the long-term success of our partnerships.

• Adopt a highly analytical approach to tracking activity with KPIs on ChurnZero and measuring progress month-over-month.

• Follow documented processes and procedures for all events to continuously enhance the partner and client experience.

Requirements:

• Minimum of 2 years of work experience in a customer-facing and technical role.

• Ability to demonstrate a high degree of technical proficiency with product suites and platforms.

• Knowledge of Zendesk, ChurnZero, and HubSpot or similar software.

• History of working successfully to drive customer value and engagement.

• Willingness to be customer-facing and ability to navigate customer needs and challenges.

• Strong technical aptitude, excellent communication skills, and a curious mindset.

• Experience working with clients in the security landscape.

• Bachelor’s degree or equivalent experience.

• Proven ability to work independently and remotely.

Blackpoint Cyber welcomes and encourages applications from qualified individuals of all races, colors, religions, sex, sexual orientation, gender identity or expression, national origin, age, marital status, or any other legally protected status. We are committed to equality of opportunity in all aspects of employment.

For eligible employees in the US, Blackpoint offers competitive Health, Vision, Dental, and Life Insurance plans, a robust 401k plan, Discretionary Time Off, and other minor perks. International employees receive competitive benefits in accordance with local market standards and applicable country requirements.

Blackpoint believes all employees should share in the company’s success – equity participation is available to employees globally, with program details varying by location and employment structure.

Who are we?

At Leadership Connect, we believe that relationships are everything in business and in life. Founded by two former CEOs of S&P 500 companies and a former presidential press secretary, our premier information service is built for developing relationships that impact decisions in government, business, and media. Utilizing deep research expertise and cutting-edge technology, we help our clients win business and influence policy across various specialties and verticals. We are a close-knit team dedicated to helping each of our users make a difference.

The role anchors a small, three-person client services team, owning the contract administration and renewal workflows that keep every renewal on track while personally managing a book of accounts. This role coordinates renewal and contract processes on behalf of the Account Directors on the team — tracking renewal timelines, keeping renewal tasks moving, and maintaining rigorous Salesforce documentation — and monitors the broader account base for retention risk so nothing slips before it becomes churn.

This role also serves as the personal account manager for a dedicated book of clients. These are largely on-demand accounts that require less outbound engagement and are primarily supported by marketing programs, so the emphasis is on responsive, high-quality client support: renewal conversations, onboarding and training support for client users, and value positioning at renewal time. The role is client-facing, though to a lesser degree than a traditional high-volume account management role.

This role reports into the Revenue Operations team and works closely with Sales Leadership, Client Success, and Finance.

Core Functions of the Role

• Own contract administration and renewal workflows for the team. Manage the renewal calendar across the team’s accounts; review upcoming renewals and auto-renewals ahead of deadlines; keep the team’s Account Directors on task through each stage of the renewal process; partner with Revenue Operations on contract updates and amendments; and upload executed agreements to SharePoint.

• Monitor accounts for retention risk.Track engagement and usage signals across the team’s account base, flag churn risk early to the Account Directors and leadership, and partner with Client Success to use client usage patterns to strengthen the business case for renewal.

• Personally manage a book of on-demand accounts.Serve as account manager for a book of clients who are largely marketing-supported and need less outbound engagement — owning their renewals, auto-renewals, account planning, pricing conversations (including price increases and client pushback), and Salesforce opportunity updates and notes.

• Provide client onboarding and training support.Deliver onboarding and training support to client users, partnering with Client Success to activate new users within a client license and position product value with client decision-makers.

• Maintain strong documentation practices.Document all renewal conversations in Salesforce, keep account status, opportunity, and risk transparent to sales leadership, and ensure appropriate client billing contacts with any liaison needed with Finance.

• Support healthy account practices.Collaborate with Client Success on account hygiene — activating and deactivating users, identifying accounts unassigned to Client Success, and surfacing upsell opportunities within the book.

About You

• 2+ years of contract administration or renewal management experience (required), ideally in a B2B subscription business model.

• A background in client success management is a strong plus, though not required.

• Comfortable keeping others on task — you can coordinate workflows across teammates, track deadlines, and follow up persistently and diplomatically.

• Detail-oriented documentation practices and strong Salesforce account hygiene that ensure transparency on account status, opportunity, and risk.

• Client-focused communication skills, including value positioning, handling renewal pushback, and navigating cancel conversations with professionalism.

• Highly organized, with the ability to manage a personal book of accounts alongside team-wide renewal workflows.

• Bachelor’s degree in Business Administration, Public Policy, Marketing, or a related discipline, or equivalent experience.

• Comfortable working effectively in a remote environment.

What is it like to work here?

We foster an environment that encourages all our team members to excel by offering competitive compensation for top talent. We believe in creating a friendly and enjoyable workplace, with regular team-building events, happy hours, and more. Transparency is key within our company, and we hold weekly town halls led by our CEO to address questions regarding business plans, product direction, and company goals. In addition, we provide flexible PTO policies to ensure you can enjoy your time outside the office and focus on your personal life.

Everyone from full-stack developers to data scientists, former Hill staffers, and sales professionals help shape our in-depth people intelligence.

There is never a dull moment in our Washington, D.C. headquarters. People come from all over the world to join forces at Leadership Connect. We currently have teams working remotely and in-office and often get together for rooftop happy hours, exploring a brand new office, and meeting all the new hires on our growing team.

Want to join our amazing team?

Benefits/Rewards:

Awesome medical insurance plan

Dental Insurance

Life & Disability insurance

Flexible spending accounts

Unlimited PTO!

Eleven Paid Holidays

$3,000 Employee Referral Program

Employer contribution to 401(k) plan

Rewards and recognition programs

If you’re excited about this role but don’t meet 100% of the requirements, we still want to hear from you!  Leadership Connect is committed to building a diverse and inclusive workforce where unique experiences are valued and everyone has the opportunity to contribute. Research has continuously shown that women and people of color are less likely to apply for jobs unless they meet all of the listed qualifications. We want to help overcome this trend and seek to make space for unique and relevant skills and attributes. So, when applying to Leadership Connect we focus on evaluation based on key competencies needed for success in the position. We look forward to receiving your application!

Leadership Connect is committed to creating a diverse environment and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Description

About the role

We’re hiring a Retention Specialist to join our Customer Service team.

This is a specialist retention role. Your focus will be on customers who are actively trying to cancel and customers we believe may be at risk of leaving. You’ll work across phone, chat, and email, combining reactive cancellation handling with proactive outreach designed to prevent churn before it happens.

You won’t be responsible for a general support queue. We’re looking for people who are comfortable having difficult customer conversations, quickly identifying what is really driving a cancellation, and using good judgment to find the right path to retain the customer.

This role is highly outcome-focused. Success isn’t about how many conversations you close — it’s about how many customer relationships and how much recurring revenue you retain.

What you’ll do:

• Own cancellation conversations end-to-end. Handle customers requesting cancellation across phone, chat, and email, understand the real reason they want to leave, and work toward the right retention outcome.

• Reach out proactively to customers at risk of churn. Use customer behaviour, account signals, previous interactions, and internal risk indicators to identify customers who may need intervention before they reach the point of cancellation.

• Make the right retention offer for the situation. You’ll have a range of retention options and clear guidelines, but this is not a scripted role. You’ll need to understand the customer’s situation and decide which approach has the best chance of genuinely retaining them.

• Handle retention confidently across different channels. A strong phone conversation is important, but so is being able to write a persuasive, personal email or manage a cancellation conversation through chat.

• Understand the product well enough to challenge cancellation reasons and solve issues on the spot if needed

Requirements

• Previous experience in retention, cancellations, collections, renewals, win-back, or another role where you were directly responsible for preventing customer churn.

• Experience in Customer Success within a SaaS technology company. You should already be comfortable working with subscription products, recurring revenue, customer usage, and renewal or cancellation cycles.

• Evidence that you have personally handled difficult customer conversations and been accountable for the outcome — not simply escalated them to another team.

• Strong spoken and written English, ideally B2/C1 level or above. You’ll be working with customers through phone, chat, and email every day.

• Confidence with outbound calls and proactive customer outreach. Not every conversation will start with the customer contacting us first.

• Good commercial judgment. You should be able to balance retaining the customer with understanding when an offer makes sense, when a different solution is needed, and when a customer genuinely cannot be retained.

• The ability to stay calm, clear, and persuasive when speaking with frustrated or unhappy customers.

• A reliable remote working setup suitable for regular customer calls.

• Based in Latin America.

• Professional references from previous retention or Customer Success roles. References will be verified as part of our recruitment process.

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