Hardware Systems Engineer at Lumafield | San Francisco

About Lumafield:Founded in 2019, Lumafield is on a mission to transform the landscape of manufacturing. Our team of seasoned engineers brings extensive expertise across the product development cycle, addressing the frustrations associated with the high costs and complexities of modern manufacturing. We aim to enhance this process.Engineers make crucial, multi-million dollar decisions daily, and require tools that provide unparalleled insight into their products. Lumafield offers exceptional visibility and AI-driven tools that not only pinpoint issues but also generate valuable quantitative data, poised to revolutionize the creation, manufacturing, and utilization of complex products across various sectors. Our journey started with industrial CT scanning, an underutilized yet invaluable tool that facilitates rapid, non-destructive inspection of essential components.We have reengineered the entire system, from X-ray capture and computer vision analysis to web-based collaboration and overall business model, making cutting-edge manufacturing technology accessible to all industries. Our company, much like our platform, is designed for continuous improvement. We are committed to fostering greater intelligence, autonomy, and speed, striving for operational excellence and insightful analytics. And we will continue to evolve.About the Role: As a Customer Success Manager (CSM) at Lumafield, you will be integral in partnering with our customers, advocating for their needs within our organization, and managing accounts to drive business outcomes and revenue growth.You will oversee the customer lifecycle, from post-sale onboarding to renewals and expansions, acting as a trusted advisor for stakeholders, fostering advocacy within accounts, and ensuring customers derive significant value from our products.Operating at the intersection of advanced industrial technology and customer strategy, you will lead business reviews, develop and implement mutual success plans, and enhance net revenue retention through strategic account growth.This role requires not only technical expertise in engineering analysis but also the business acumen to translate technical achievements into tangible business value, facilitating discussions with executive stakeholders within customer organizations.

About Lumafield: Founded in 2019, Lumafield is on a mission to transform the manufacturing landscape. Our team comprises seasoned engineers with extensive experience across the entire product development cycle, from conceptualization to hardware delivery. Frustrated by the prohibitive costs and complexities of contemporary manufacturing, we set out to enhance it.Engineers make critical decisions daily, and they require tools that provide them with profound insights into their products. By delivering unparalleled visibility and AI-driven tools that identify issues and produce quantitative data, Lumafield aims to revolutionize how complex products are designed, manufactured, and utilized across various sectors. We began with industrial CT scanning — a powerful yet underutilized tool that enables rapid, non-destructive inspection of vital components.We have reengineered the entire system—from X-ray capture to computer vision analysis and web-based collaboration—making advanced manufacturing technology more accessible to all industries. Our company, much like our platform, is designed for continuous upgrades. We are committed to fostering greater intelligence, autonomy, and efficiency, providing deeper insights, operational excellence, and impactful intelligence. And we will continue to innovate.About the Role: Lumafield is seeking a Customer Success Manager (CSM) to collaborate closely with our clients, advocate for their needs internally, and manage accounts to drive business outcomes and revenue growth. The CSM will oversee the entire customer lifecycle, from post-sale onboarding to renewals and expansions, acting as a trusted advisor for stakeholders. Your role will involve fostering advocacy within client accounts and ensuring that customers derive significant business value from our solutions. Operating at the crossroads of cutting-edge industrial technology and customer strategy, CSMs will conduct business reviews, develop and implement joint customer success plans, and enhance net revenue retention through strategic account growth.This position requires technical proficiency to comprehend engineering analyses, alongside business acumen to convert technical success into tangible business value while engaging in discussions with executive stakeholders at client organizations.

Join Ambrook as a Customer Success Manager, where you will play a pivotal role in ensuring our clients achieve their desired outcomes. You will be the primary point of contact for our customers, guiding them through our innovative financial solutions. Your expertise will help foster long-lasting relationships and drive customer satisfaction.

The RoleJoin Otter.ai as a Customer Success Manager and play a pivotal role in enhancing our Customer Success team. Reporting to the Senior Manager of Customer Success, you will be instrumental in crafting and executing strategies aimed at customer adoption, retention, and growth, all while consistently surpassing performance targets. Your combination of strategic foresight and tactical expertise will be key in driving customer satisfaction and success.Your ContributionEngage proactively with customers, facilitating technical onboardings, training sessions, demonstrations, webinars, customized success plans, and Quarterly Business Reviews (QBRs).Assist in the development and improvement of internal tools, processes, documentation, playbooks, and materials to optimize customer success operations.Serve as a technical advisor to customers, providing both proactive and reactive support to address any technical challenges that arise.Collaborate closely with Product, Engineering, and Support teams to resolve customer issues promptly and effectively.Share critical insights with Sales, Growth, and Product teams, based on customer interactions, to promote ongoing improvement throughout the organization.Guide customers in adopting new products, empowering them to achieve long-term success and maximize the benefits of Otter.ai.

About UsAt Reducto, we empower AI teams to seamlessly process real-world enterprise data with unparalleled precision. We specialize in transforming unstructured documents, such as PDFs and spreadsheets, into structured data that can be utilized effectively across various applications.Our innovative vision models mimic human reading capabilities, allowing businesses to automate processes, enhance product development, and train sophisticated AI models using their data. In just one year, we have scaled from zero to mid-7 figure ARR and now partner with a diverse range of clients, from top AI teams like Harvey and Vanta to prestigious enterprises including FAANG and elite trading firms.With over $100M raised from industry-leading investors such as a16z, Benchmark, and First Round Capital, Reducto is on a trajectory of rapid growth and innovation.The OpportunityAs our inaugural Customer Success Manager, you will have the unique opportunity to shape and establish our customer success function. You will manage a portfolio of high-value clients, focusing on improving logo retention and net revenue retention (NRR). Collaborating closely with technical teams using our platform, you’ll ensure they maximize the value derived from Reducto’s services, addressing complex document processing challenges efficiently.We would love to meet you if the following resonates:Strategic and Technical Mindset: You possess the ability to engage deeply with technical teams to comprehend their document processing requirements while keeping a strategic perspective on their overarching business goals. Comfortable in discussions about both technical details and business outcomes.Process-Driven Approach: You excel at designing scalable processes and are adept at laying the groundwork for a world-class customer success organization.Data-Driven Decision Maker: Proficient in tracking and analyzing customer health metrics, usage statistics, and business outcomes, you let data guide your decisions and clearly demonstrate ROI to customers.Exceptional Communication Skills: Your ability to engage with both technical practitioners and executive stakeholders is notable. You are skilled in documentation, customer training, and conducting strategic business reviews.Proactive and Independent: You actively monitor customer health, identifying opportunities to enhance value without waiting for issues to arise. Comfortable working autonomously while establishing scalable processes.

As a Customer Success Manager at Campfire, you will take charge of a diverse portfolio of customers, focusing on enhancing their experience, ensuring retention, and fostering long-term success. You will serve as the key liaison to finance and accounting teams, empowering them to extract measurable value from Campfire while confidently managing their core financial operations on our platform.Collaboration is key in this role, as you will work closely with Implementation, Product, Support, and Sales teams to deliver an exceptional customer experience and pinpoint opportunities for expansion and growth.Key ResponsibilitiesCustomer Ownership & SuccessOversee post-implementation success for your assigned customers.Cultivate robust relationships with Controllers, Accounting Managers, and Finance leaders.Drive customer adoption, engagement, and realization of value across accounts.Proactively monitor account health and identify potential churn risks.Lead Quarterly Business Reviews (QBRs), success planning, and regular check-ins.Retention & GrowthManage renewals for your designated book of business.Spot and support expansion opportunities (additional seats, modules, entities, geographical areas, and use cases).Collaborate with the Sales team to scope and finalize upsell and cross-sell opportunities.Maintain precise renewal forecasts and risk pipelines.Product Adoption & EnablementFacilitate customer enablement sessions and workflow optimization reviews.Assist in the rollout of new product features and modules.Ensure customers adhere to best practices and maximize their value from Campfire.Cross-Functional CollaborationWork closely with Implementation to ensure seamless handoffs and successful go-lives.Collaborate with Support and Product teams to resolve issues and escalate customer feedback effectively.Act as the voice of the customer internally to enhance processes throughout the customer lifecycle.

Your Role:Act as the customer advocate within our team, collaborating with internal stakeholders to identify services and processes that lead to outstanding product utilization, customer satisfaction, and loyal advocates.Develop metrics to assess customer relationships, shaping strategies that yield actionable insights such as loyalty and return on investment (ROI).Facilitate the creation of customer references and case studies.Oversee customer onboarding, training, and product adoption.Guide clients on leveraging our tools to achieve their business goals.Promote the use of Augment products from inception, identifying customization needs and further implementation opportunities.Guarantee the renewal of all customer contracts.

OverviewJoin us at Vitalize as a Customer Success Manager, where you will collaborate closely with the founders to drive success and ROI for our key clients, managing high-value accounts with significant patient capacity. In this role, you will begin as a hands-on contributor, diving deep into account management, data analysis, and escalation resolution, while also developing systems that empower our customers to thrive, renew contracts, expand their usage, and become advocates for our platform. As we grow, you will have the opportunity to build and lead a Customer Success team.About VitalizeVitalize is on a mission to transform hospital operations, which still rely on outdated processes like paper and spreadsheets. Our innovative platform automates staffing operations, providing clinical leaders with real-time decision support that reduces manual workloads, cuts labor costs, and maximizes patient capacity across healthcare systems. With labor costs accounting for approximately 60% of hospital expenses and over 20% of that being preventable, our solution is crucial for enabling health systems to operate more efficiently and sustainably.We are building the essential operating system for workforce management in hospitals, competing directly with traditional providers and gaining traction. Currently operational in over 20 hospitals, we are approaching eight figures in revenue and have experienced a 300% revenue increase in the last three months.Your ResponsibilitiesAs the Customer Success Manager, you will oversee the post-launch success of our top clients, managing executive relationships and shaping the ROI narrative while ensuring that clients fully grasp the value that Vitalize brings. You will serve as a player-coach, managing key accounts directly while also creating the frameworks, tools, and operational rhythms necessary for scaling the Customer Success function as we transition to our next growth phase.Collaborating with the founders, Deployment, and Customer Operations teams, you will ensure a proactive, data-driven approach to managing customer health and identifying expansion opportunities. Your role will be pivotal in defining what exemplary customer success looks like at Vitalize.

About UsAt thesirius, we are a rapidly expanding company backed by a16z Speedrun, dedicated to driving the success of premier consumer brands like Higgsfield and Promova. Our innovative team thrives at the intersection of technology and business, and we invite passionate professionals to join us in our growth journey.Position OverviewThe Customer Success Manager will be instrumental in ensuring our clients achieve their desired outcomes and maintain high satisfaction levels. As a trusted partner, you will enhance customer engagement, drive product adoption, and improve retention rates. Collaborating closely with our product, sales, and executive teams, you will significantly influence the customer experience and contribute to the product development process.Key ResponsibilitiesAct as the primary liaison for assigned customers, cultivating strong, enduring relationships.Facilitate the onboarding of new clients, offering customized support for a seamless implementation process.Proactively engage clients to enhance product adoption and maximize value realization.Track client health metrics, identify opportunities for account expansion, and address potential challenges.Collaborate with sales and product teams to communicate customer feedback and advocate for client needs.Conduct regular business reviews and nurture executive-level relationships within client organizations.Assist clients in meeting their objectives and proactively address challenges in a dynamic environment.Represent thesirius at industry events, showcasing our dedication to customer success.

Plain develops a platform that helps B2B enterprises move past reactive customer support. The team’s mission centers on building lasting business-customer relationships by making support more efficient and collaborative. Companies such as Cursor, Ashby, Vercel, and Granola rely on Plain to streamline interactions and improve workflows with AI-powered features. This Customer Success Manager position is based in San Francisco and follows a hybrid schedule. Expect to work from the office three days a week, starting early (around 7:30-8am) to coordinate with European colleagues. The office atmosphere includes morning music and stocked coffee and tea to start the day. Role overview The Customer Success Manager leads onboarding and account management for Plain’s top customers. The goal is to help clients realize value quickly, remain engaged with the platform, and enjoy a consistently strong experience throughout their partnership with Plain. This role combines onboarding, account management, collecting product feedback, and close collaboration with sales, product, engineering, and support teams. Day-to-day work takes place inside the Plain platform, so your insights directly influence product development. What you will do Lead onboarding for key clients: Coordinate with sales to gather background, manage onboarding from start to finish, and help customers achieve value quickly. Set the pace, clear obstacles, and demonstrate how Plain aligns with each client’s goals from the outset. Manage and grow key accounts: Build relationships with major customers, monitor account health, oversee renewals, and spot growth opportunities by staying close to their evolving needs. Foster open communication: Set clear expectations with customers, especially when handling high-volume, fast-moving communications. Requirements At least 5 years of experience in customer success or post-sales roles at a B2B SaaS company Comfort with a hybrid schedule and early start times in San Francisco Strong interest in helping customers succeed and collaborating across teams

Join Our Team as a Customer Success Manager/Lead!At Foundation, we're on a mission to revolutionize the homebuilding industry and enhance the experience of buying, selling, and owning homes. We are looking for a dedicated Customer Success Manager to join our dynamic team and drive our core business forward.About UsWith $6.8M in funding from top-tier venture capitalists, including Y Combinator, Foundation is comprised of a talented team formerly from Opendoor, focused on transforming residential real estate. Our flagship product is a cutting-edge customer experience platform tailored for homebuilders — envision it as the 'Shopify for Homebuilders'. We partner with large-scale homebuilders to provide a modern digital experience that significantly boosts customer satisfaction and team productivity. Within just two years, we have achieved remarkable growth and established a strong product-market fit.The RoleAs a Customer Success Manager, you will play a pivotal role in fostering and expanding relationships with our diverse portfolio of clients. You will be the primary contact for our customers post-onboarding, ensuring they maximize their use of our platform and derive long-term value. This position requires a proactive approach in managing multiple accounts, identifying risks and opportunities, and collaborating closely with our Product, Engineering, and Operations teams.This is an ideal opportunity for someone who thrives in a fast-paced environment, enjoys tackling challenges, and seeks a meaningful role within a scaling startup. You will have the autonomy to influence our customer engagement strategies and drive significant impact.

About Opal Security:At Opal, we are pioneering cutting-edge identity governance for the AI age—smart access management that enables businesses to innovate rapidly while ensuring security. Our goal is to provide clarity, control, and confidence in complex enterprise environments, allowing teams to manage access seamlessly without hindering progress.About the Role:Opal is at a pivotal moment, seeking a passionate individual to enhance our post-sales experience after customers agree to partner with us.We are looking for a technically savvy professional who can elevate our customer success initiatives from satisfactory to outstanding. This is your opportunity to redefine customer success with the freedom to implement your vision. You will adopt a player-coach approach: engaging directly with customers while laying the groundwork for a high-performing team that can grow alongside us.Your Responsibilities:Create an exemplary customer success team: you will redesign our customer success strategies, establishing processes, metrics, and a culture that transform good relationships into exceptional results.Serve as the primary technical support: when customers encounter challenges, you will be their go-to person. You will troubleshoot integrations, diagnose configuration issues, and provide immediate resolutions while knowing when to escalate complex issues to engineering.Oversee the health of our customer portfolio: you will be responsible for renewals, retention, and proactive engagement. You will develop frameworks and key indicators that help us identify opportunities (and potential risks) early on, ensuring customers receive maximum value from Opal Security throughout their journey.Act as a liaison between customers and product: you will collaborate closely with our product and engineering teams to advocate for customer needs, influence future developments, and ensure we deliver real value beyond just features. Your insights will significantly impact our roadmap.Lead customers from onboarding to advocacy: you will manage strategic relationships across a diverse clientele, from Fortune 500 corporations to innovative AI startups such as Runway and Perplexity, serving as their trusted advisor on access management and security. These relationships are built on trust and partnership rather than transactions.

We are seeking a dynamic Customer Success Manager to join our innovative team at leverdemo-8. As a key player in our Customer Success department, you will be instrumental in ensuring our clients achieve their desired outcomes using our cutting-edge hiring software. This role involves fostering strong relationships with customers, understanding their needs, and delivering tailored solutions that enhance their experience with our platform.Lever, founded a decade ago, is at the forefront of transforming the recruitment landscape. Our software is trusted by industry leaders such as Netflix, Yelp, and Shopify to attract and retain top talent. We take immense pride in our people-centric culture, recognized as the #1 workplace in San Francisco, and among the best in the U.S. Join us as we continue to innovate and expand our team.

About the RoleGoodData is in search of a dynamic and skilled Enterprise Customer Success Manager to enhance our team!In this pivotal role, you will deliver strategic value to our most significant clients. You will cultivate robust relationships with enterprise customers, guiding them through intricate analytics applications and assisting them in leveraging AI through our cutting-edge platform.As a trusted advisor, your collaboration will span across Sales, Product, Engineering, and Professional Services, ensuring that GoodData's solutions align seamlessly with customer business goals. This high-impact role will empower you to take charge of strategic outcomes—from adoption to growth—for a selected portfolio of key enterprise accounts.This is a remarkable opportunity for a proactive self-starter who flourishes in a fast-paced setting and is passionate about the convergence of analytics, AI, and customer success.Our hybrid work model requires three days a week in our downtown San Francisco office.

Join Our Mission to Revolutionize Healthcare Accessibility!At Assort Health, we are dedicated to ensuring that exceptional healthcare is effortlessly accessible to everyone, everywhere. Our vision is to create a seamless connection between patients and providers, enhanced by AI technology that simplifies the complexities of healthcare and caters to the specific needs of each provider.As the leading patient experience platform, Assort Health harnesses the power of specialty-specific agentic AI, allowing our omnichannel AI agents to integrate smoothly with EHR/PMS systems and unique provider preferences. This innovation significantly reduces hold times and enhances the efficiency of care delivery.Since our inception in 2023, we have successfully managed over 100 million patient interactions, cutting average hold times from 11 minutes to just 1 minute. Our platform now serves thousands of providers, achieving an impressive 98%+ resolution rate and 99% scheduling accuracy. With an average patient satisfaction rating of 4.5/5 based on 52,000 reviews, we are proud to have experienced 20x revenue growth in 2025. Join us as we expand our reach across the healthcare industry.The RoleWe are seeking an enthusiastic Customer Success Manager to develop and scale systems that ensure our customers thrive. You will act as a vital link between our users and our product, executing strategies and tools that foster a deep connection with Assort and guiding the evolution of customer success as we aim for a 3x scale-up.Your ResponsibilitiesCultivate Customer Relationships — Serve as the primary contact for clinic operators and partners, ensuring they derive exceptional value from Assort.Enhance Adoption and Outcomes — Assist customers in implementing best practices, monitoring key metrics, and translating insights into tangible improvements.Transform Feedback into Action — Collaborate with Product, Engineering, and Operations teams to advocate for customer needs and shape our roadmap.Develop Scalable Systems — Design and refine playbooks, processes, and tools to provide efficient, consistent, and high-quality support as we scale.Establish Trusted Partnerships — Build long-term relationships that drive customer retention, expansion, and advocacy.

Join Zifo as a Customer Success Manager in San Francisco, CA!Are you passionate about building strong relationships and driving customer satisfaction? At Zifo, we are on the lookout for a dedicated Customer Success Manager (CSM) to be an integral part of our commercial team in South San Francisco. This role involves engaging with key accounts in the Enterprise Pharmaceutical, Biotech, and Life Sciences sectors, ensuring that our clients' needs are met with excellence.Role Overview:The ideal candidate will showcase a proactive approach to account management, safeguarding existing revenue streams while consistently expanding the revenue pipeline across our customer portfolio. You will cultivate enduring partnerships, ensuring our clients receive exceptional service and value from Zifo.Key Responsibilities:Collaborate with Customer Success and Delivery teams to initiate engagement with new customers and business areas.Understand and fulfill customers' expectations and requirements, ensuring alignment with Zifo's offerings.Manage customer engagements, fostering a culture aligned with Zifo’s core values.Work with Service Delivery Management teams to facilitate seamless project transitions from Account Mining to execution.Conduct active account mining to deepen relationships with customers, collaborating with Client Partners on strategic business plans.Champion Zifo in responding to Requests for Proposals (RFPs), coordinating with various stakeholders to deliver comprehensive submissions.Identify and propose value-added solutions to demonstrate ROI for our customers.Ensure successful business outcomes throughout the customer relationship.Build and maintain rapport with multiple stakeholders, converting them into Zifo advocates.Oversee contract renewals and ensure ongoing business relationships are sustained.Facilitate Steering Committee meetings and presentations with customer leadership, working closely with Zifo’s Executive Leadership.Provide insights on industry trends and offer consultative advice to customers.Proactively recommend best practices internally and during customer interactions to drive continuous improvement.

About the Role:Join our dynamic team at Reacher as a Customer Success Manager and empower our clients to excel on TikTok Shop! This pivotal position focuses on fostering customer relationships, minimizing churn, and helping clients achieve their goals using our innovative platform.Your Responsibilities:Client Relationship Management: Cultivate and sustain meaningful relationships with our customers through regular check-ins and success discussions.Strategic Consultation: Facilitate personalized sessions and group workshops centered on TikTok Shop strategies and optimizing Reacher's features.Resource Development: Create detailed how-to guides, documentation, and training materials to enhance user understanding and expedite their success.Churn Mitigation: Implement automated systems to identify churn risks and engage proactively with at-risk customers.Outstanding Customer Support: Deliver exceptional support to enhance customer satisfaction and ensure platform adoption.Success Enablement: Assist customers in maximizing the capabilities of Reacher to expand their TikTok Shop ventures.

About Sprig Sprig builds an AI-powered experience research platform designed to move beyond traditional survey tools. The platform helps teams gather instant, actionable insights that fit directly into product development. Sprig’s mission is to make customer understanding simple and ongoing, so product teams can make informed decisions and improve customer experiences in real time. Leading brands such as Notion, Figma, Coinbase, and TripAdvisor use Sprig to strengthen their customer relationships. As Sprig nears $100M in annual recurring revenue and rolls out new AI features, the company is broadening its reach with innovative businesses around the world. Role Overview: Customer Success Manager Sprig is hiring a Customer Success Manager to join the San Francisco team. This role works closely with a range of fast-growing companies, supporting them as they use Sprig to achieve their goals. Acting as a strategic advisor to product and research leaders, the Customer Success Manager helps clients uncover user insights, encourages adoption across teams, and ensures customers continue to see value from the platform. This position manages the full customer lifecycle for a portfolio of Mid-Market accounts, from onboarding through renewal. The role involves collaborating across teams, spotting opportunities for account growth, and working to improve Net Revenue Retention (NRR). Customer feedback is a key part of the job, with insights regularly shared with Sprig’s Product team. This is an in-office role, based in downtown San Francisco four days a week, just steps from Montgomery BART/MUNI. Key Responsibilities Portfolio Growth: Oversee post-sale success for Mid-Market accounts, focusing on retention and expansion by planning for customer success and aligning with business objectives. Expansion Opportunities: Analyze product usage to identify upsell and cross-sell options, address adoption gaps, and connect Sprig’s capabilities to changing customer needs. Client Advocacy: Build and maintain strong relationships with customers, supporting their ongoing engagement and success with Sprig’s platform.

Why Join Stand: At Stand, you will be instrumental in pioneering a revolutionary approach to global property protection. We leverage cutting-edge physics and artificial intelligence to assess catastrophic risks at the asset level, enabling us to automate underwriting and risk mitigation proactively. While traditional insurance merely reacts to losses, our true product is a scalable risk management engine designed to reshape the industry.In a landscape where conventional insurers retreat, we stand firm. We provide precise modeling where others provide estimates and innovate solutions that drive outcomes beyond mere pricing adjustments.Background: The property insurance sector typically operates on a reactive model, pricing losses only after they occur and relying on outdated data and manual processes. Stand disrupts this norm by simulating real-world catastrophes’ impact on individual properties, transforming these insights into actionable strategies, and automating the surrounding business operations. The outcome is a platform that can underwrite risks others cannot and do so seamlessly.Why This Role MattersThis is not a traditional reactive customer service position. As our Customer Success Manager, you will take charge from the moment the policy is bound, managing renewals, navigating complex conversations, and implementing systems to prevent churn proactively. You will create the playbook!Our clients are engaged and proactive, often having faced the challenges of wildfires or significant changes in their communities. They seek to comprehend their risks, take appropriate actions, and rely on a trustworthy partner. You will serve as the human connection to our scientific approach—your insights will directly influence product evolution.This role encompasses total ownership of customer relationships and the associated systems, from policy binding through renewal. This is a B2C position requiring deep expertise in one-on-one interactions.Responsibilities:Own Retention Through Direct RelationshipsAct as the main point of contact for customers managing billing, policy adjustments, and renewal processes.Mitigate churn through proactive communication and interventions.Handle challenging discussions when customers contemplate cancellation or present competitive offers.Develop Scalable Customer Experience SystemsCraft a compelling 90-day post-bind experience to foster long-term relationships and prevent buyer’s remorse.