Wellspring Worldwide

Customer Success Manager

• Assist new customers with onboarding, platform setup, and user training to ensure a smooth start.
• Educate customers on product features, updates, and best practices to maximize value and adoption.
• Track customer usage and engagement to identify risks, opportunities, and areas for improvement.
• Serve as primary point of contact for assigned customers, responding promptly to inquiries and requests.
• Monitor customer satisfaction, gather feedback, and proactively address concerns to support retention.
• Maintain accurate records of customer interactions, account status, and feedback in CRM and success tools.
• Work with Sales, Support, and Product teams to troubleshoot issues and escalate them when necessary.
• Support renewal processes and help identify potential upsell or cross-sell opportunities.
• Provide data and materials for customer success plans and participate in internal or customer-facing reviews as needed.
• Promote customer awareness of new features, enhancements, and recommended workflows.

Customer Success Associate

Account Executive

• Act as the primary Wellspring contact for key stakeholders (C suite, innovation, R&D, IP, Tech Transfer)
• Achieve ambitious growth targets via upsell, cross-sell, and expand across installed base
• Partner with CSM/Customer Success to ensure clients maximize software ROI; identify expansion signals
• Lead account planning, discovery, solution presentations, business case development, and close deals end-to-end
• Maintain robust pipeline in Salesforce, provide disciplined forecasting, and use insight-driven territory reviews

Senior Growth Account Executive

Business Operations

• Own the end-to-end strategy, roadmap, and governance for Salesforce and adjacent revenue systems.
• Ensure systems scale with company growth while maintaining data integrity, performance, security, and usability.
• Translate business and revenue objectives into clear system requirements, prioritization, and delivery plans.
• Own and enforce a single source of truth across Salesforce, finance systems, and analytics platforms.
• Serve as the executive owner of Salesforce, including architecture, data model, automation, integrations, and GTM workflows.
• Ensure Salesforce fully supports pipeline management, forecasting accuracy, territory and quota models, customer lifecycle visibility, and expansion tracking.
• Partner with internal admins, developers, and external vendors to deliver scalable, high-quality solutions.
• Oversee release management, testing, documentation, change management, and user enablement.
• Act as a strategic RevOps partner to leaders across Sales, Marketing, Customer Success, Finance, and IT.
• Drive alignment on revenue processes, definitions, metrics, and operating cadence across the GTM organization.
• Partner closely with Sales Leadership on quota setting, pipeline coverage models, forecasting methodology, and inspection metrics.
• Balance competing stakeholders’ needs while maintaining a cohesive and scalable systems and process strategy.
• Own and optimize end-to-end Lead-to-Cash and Customer Lifecycle processes.
• Identify operational inefficiencies and design scalable workflows that improve sales productivity and customer experience.
• Establish and document operational standards, governance, and best practices across revenue systems.
• Create and deliver clear, compelling executive presentations on revenue performance, system health, and roadmap progress.
• Translate complex system and data concepts into business-relevant insights and recommendations.
• Provide regular updates to executives on risks, trade-offs, and opportunities related to revenue operations and systems.
• Define and maintain core revenue metrics and KPIs, including ARR, NRR, GRR, CAC, pipeline velocity, win rates, and expansion metrics.
• Ensure reliable dashboards and reporting that support forecasting accuracy, performance management, and strategic planning.
• Partner with Finance and Analytics teams to maintain reporting consistency and data trust.
• Build, mentor, and manage a team of systems administrators, analysts, and/or contractors as the function scales.
• Manage external vendors and implementation partners, ensuring delivery quality, cost efficiency, and alignment with internal priorities.

Director, Business Operations

Project Manager

• Lead the interactions with clients and work with internal staff in executing successful implementations of our technology transfer software.
• Manage multiple projects at the same time and experience with Salesforce systems.
• Manage configurations, interpret client requests for workflows or configurations.
• Assist in data migration, troubleshooting, and configuring to meet client needs.
• Perform basic Salesforce configurations such as permission, fields, and data importing.
• Manage data migration processes with internal teams.
• Collaborate with clients and internal teams to gather requirements and translate them into solutions.
• Troubleshoot software configuration and data reconciliation-related issues.
• Track project management tasks, including timelines, deliverables, and stakeholder communication.
• Provide training and documentation to clients on software functionality.

Implementation Project Manager

Technical Writer

• Serve as the primary author and architect for all user-facing documentation, release notes, and help materials across six complex software products.
• Utilize MadCap Flare/Central to establish and maintain a single source of truth.
• Translate complex product functionality into clear, accurate, and structured baseline training materials.
• Actively engage with Product Managers and Product Owners to gather information.
• Collaborate directly with Product Management and Engineering to define and implement automation processes.
• Manage the automated publishing pipeline from MadCap Flare/Central to the Salesforce Service Cloud Knowledge Base.
• Establish, analyze, and report on key documentation usage metrics across all delivery channels.

Content Strategist, Technical Writer

Data Analyst

• Lead, mentor, and develop a team of Data Analysts and contractor resources
• Assign and prioritize workload across multiple concurrent customer migration projects
• Establish and enforce best practices for data validation, documentation, and delivery
• Support career development, coaching, and performance feedback
• Serve as the accountable owner for all customer data migration activities into Evolve
• Oversee data mapping, transformation logic, cleansing, and quality checks
• Review migration scripts, data output, and test runs prior to delivery
• Identify risks, issues, and data anomalies and proactively resolve or escalate
• Ensure all migrations meet contractual scope, accuracy, and timeline expectations
• Manage or perform development of API-based integrations using dataloader.io or AnyPoint
• Collaborate with Customer teams to define requirements
• Ensure integrations are designed for reliability, performance, and maintainability
• Oversee validation, testing, and handoff for ongoing customer integration operations
• Act as a customer-facing subject matter expert for migrations and integrations
• Participate in discovery, planning sessions, and cutover discussions
• Standardize reusable migration templates, mapping guides, and SOPs
• Drive operational efficiency in tooling, automation, and repeatable workflows
• Track key delivery metrics (quality, cycle time, rework, customer satisfaction)
• Recommend and execute improvements to methodology and standards

Customer Success Associate

Senior Growth Account Executive

Director, Business Operations

Implementation Project Manager

Content Strategist, Technical Writer

Data Analyst Team Lead