Customer Success Representative - Cardio Partners - Remote

May 29, 2026

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Summary: As the Customer Success Representative you’ll play a critical role in driving customer retention and revenue growth. This role blends consultative sales, customer support, and account management to ensure a successful customer experience. The Customer Success Representative will engage new customers to educate and encourage their interaction with their AED program. The representative will also be responsible for the renewal process and proactively engage customers over the course of their program to maximize retention rates. To ensure success as Customer Success Representative, you should have excellent interpersonal skills, confidence, and the ability to manage multiple. Organizational Impact: In this role for Sarnova, you are a brand ambassador delivering courtesy and a friendly, helpful demeaner in every interaction. You help deliver the right product, the right knowledge, and in the right amount of time. You impact your line of business through empathy, order quality, first call resolution and promoting satisfied customers leading to growth, retention, and advocacy. You are the frontline to our customers and the first representation of the quality we offer. Essential Duties and Responsibilities: <ul style="margin-bottom: 0in; margin-top: 0px;"> <li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Calibri, sans-serif; text-indent: 6px;">Connect with new and existing customers to encourage their engagement</li> <li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Calibri, sans-serif; text-indent: 6px;">Proactively contact clients before their subscription expiration to facilitate smooth renewals</li> <li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Calibri, sans-serif; text-indent: 6px;">Educate clients on the benefits of renewing, addressing any concerns to ensure retention</li> <li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Calibri, sans-serif; text-indent: 6px;">Identify clients at risk of non-renewal and implement strategies to re-engage them</li> <li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Calibri, sans-serif; text-indent: 6px;">Engage past-due clients to reinstate their subscriptions or confirm cancellation decisions</li> <li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Calibri, sans-serif; text-indent: 6px;">Clearly communicate the value of renewing, ensuring clients understand program benefits and compliance requirements</li> <li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Calibri, sans-serif; text-indent: 6px;">Follow up on complaints and queries on behalf of clients</li> <li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Calibri, sans-serif; text-indent: 6px;">Promote new services and products to clients</li> <li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Calibri, sans-serif; text-indent: 6px;">Report to senior management on the status of your accounts</li> <li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Calibri, sans-serif; text-indent: 6px;">Live the values of Sarnova</li> <li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Calibri, sans-serif; text-indent: 6px;">Additional job duties as assigned </li> </ul> Skills/Experience Required: <ul style="margin-bottom: 0in; margin-top: 0px;"> <li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: 'Times New Roman', serif; text-indent: 6px;">Education: Bachelor’s Degree preferred; High School Diploma or equivalent required </li> <li style="line-height: normal; margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Calibri, sans-serif; text-indent: 6px;">Minimum of 2 years’ experience in customer account support</li> <li style="line-height: normal; margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Calibri, sans-serif; text-indent: 6px;">Able to work in a fast-paced environment with changing client needs and demands</li> <li style="line-height: normal; margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Calibri, sans-serif; text-indent: 6px;">Knowledge of customer service software, reporting and CRM systems</li> <li style="line-height: normal; margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Calibri, sans-serif; text-indent: 6px;">Managing multiple client accounts and tasks requires strong organizational skills</li> <li style="line-height: normal; margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Calibri, sans-serif; text-indent: 6px;">Ability to independently manage all aspects of the job role including required goals and business practices in a remote environment</li> <li style="line-height: normal; margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Calibri, sans-serif; text-indent: 6px;">Strong computer skills; basic understanding of MS Outlook, Word and Excel</li> <li style="line-height: normal; margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Calibri, sans-serif; text-indent: 6px;">F&O experience a plus</li> <li style="line-height: normal; margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Calibri, sans-serif; text-indent: 6px;">Decisive thinking and leadership abilities</li> <li style="line-height: normal; margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Calibri, sans-serif; text-indent: 6px;">Excellent interpersonal and client-relations skills</li> <li style="line-height: normal; margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Calibri, sans-serif; text-indent: 6px;">Negotiation, conflict resolution, and presentation skills</li> <li style="line-height: normal; margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Calibri, sans-serif; text-indent: 6px;">Dynamic and creative problem-solving abilities</li> <li style="line-height: normal; margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Calibri, sans-serif; text-indent: 6px;">A strong client-focused mindset</li> <li style="line-height: normal; margin: 0in 0in 10pt 0px; font-size: 11pt; font-family: Calibri, sans-serif; text-indent: 6px;">Ability to independently manage all aspects of the job role including required goals and business practices in a remote environment</li> </ul> Physical Requirements: <ul style="margin-bottom: 0in; margin-top: 0px;"> <li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Calibri, sans-serif; text-indent: 6px;">Sit, walk, stand, use hands to manipulate, handle, feel, and control items or equipment</li> <li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Calibri, sans-serif; text-indent: 6px;">Reach with hands and arms</li> <li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Calibri, sans-serif; text-indent: 6px;">Talk and hear</li> <li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Calibri, sans-serif; text-indent: 6px;">See and be able to read, write, and interpret text</li> <li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Calibri, sans-serif; text-indent: 6px;">Employee may use computer, phone, copier and other office equipment in the course of a day</li> <li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Calibri, sans-serif; text-indent: 6px;">Occasionally lift and move objects weighing up to 10 pounds</li> <li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Calibri, sans-serif; text-indent: 6px;">Employee may be required to travel for business purposes</li> <li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Calibri, sans-serif; text-indent: 6px;">Ability to secure confidential information</li> <li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Calibri, sans-serif; text-indent: 6px;">Perform all duties in a professional environment free of noise or anything that would create a negative customer experience</li> <li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Calibri, sans-serif; text-indent: 6px;">When working remotely, ability to secure confidential information</li> <li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Calibri, sans-serif; text-indent: 6px;">When working remotely, perform all duties in a professional environment free of noise or anything that would create a negative customer experience</li> </ul> Sarnova is an Equal Opportunity Employer. We offer a competitive salary, commensurate with experience, along with a comprehensive benefits package, including 401(k) Plan. EEO/M/F/Veterans/Disabled. Our mission is to be the best partner for those who save and improve patients’ lives. Excellence in delivering upon our mission is dependent upon having a diverse team that is empowered to bring their full, authentic self to work each day. We strive to create a workplace that reflects the communities we serve, and we are passionate about creating an inclusive workplace that promotes and values diversity.

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