Customer Success Manager

• Own a portfolio of mid-market customers, partnering with Finance and Operations leaders
• Guide implementation, drive adoption, and identify growth opportunities
• Conduct structured check-ins and reviews to measure ROI and shape future goals
• Develop proactive expansion plans and help turn success stories into advocacy
• Collaborate with Sales, Product, Marketing, and Support to deliver an exceptional customer experience

• Lead the end-to-end customer success lifecycle across the Mental Health segment
• Build and grow strategic partnerships, identifying new opportunities and driving expansion
• Translate market insights and partner needs into innovative, scalable solutions
• Lead proposals and tenders, shaping impactful, high-quality submissions
• Collaborate across teams to ensure seamless implementation and ongoing delivery
• Showcase impact through data-driven insights and outcome storytelling

Customer Success Partner – Mental Health

• Drive growth and success across a portfolio of our Aged Care partners
• Identify and unlock new opportunities through market and customer insights
• Build strong, trusted relationships with key decision-makers and stakeholders
• Lead the development of compelling proposals, tenders, and new solutions
• Partner cross-functionally to ensure smooth rollout and ongoing optimisation
• Track, measure, and communicate the value and impact delivered to customers

Customer Success Partner – Aged Care

• You’ll manage a portfolio of customers, with the objective of proactively driving deep product activation and engagement
• Collaborate with the Sales Team to identify areas of opportunity and ensure non-event renewals
• Partner with your customers to understand their current and future business goals and challenges that translate into strategies utilizing SafetyCulture
• Become a trusted advisor to key stakeholders to enable the best customer experience possible
• You’ll be a product expert with the ability to advise your customers on best practices using the SafetyCulture platform
• Advocate for customers by providing feedback to internal teams to influence the product road map to drive adoption and retention.

Senior Customer Success Manager

• Own a portfolio of enterprise customer accounts post-implementation, maintaining strong relationships with day-to-day champions and executive business sponsors.
• Drive customer health, adoption, retention, and expansion by identifying high-impact opportunities for new use cases on the platform.
• Partner closely with Solutions Architects, Account Executives, and Solutions Engineers to build effective renewal and growth plans for each account.
• Maintain a strategic view across your book of business, assessing customer risk and opportunity and focusing your time where it will have the greatest impact.
• Lead clear, professional communication with customers, including regular updates, proactive account management, and high-quality discovery conversations.
• Contribute to core post-sales outcomes, with success measured primarily through NRR/NDR performance.

• Serve as both the Implementation Specialist and CSM for a defined book of upmarket APAC customers.
• Own the customer journey end to end, from implementation and onboarding through long-term adoption, customer health, and value realization.
• Partner with Ashby’s customers, helping them get up and running quickly while also building deep, ongoing strategic relationships.
• Develop strong product and domain expertise to help customers apply Ashby within their hiring workflows and achieve hiring excellence.
• Shape how we support customers in a new region.

• Serve as the primary point of contact for all assigned mid-market accounts
• Develop and nurture long-term strategic relationships with key stakeholders and decision-makers
• Conduct regular client touchpoints, annual planning sessions, and business review meetings
• Respond to client inquiries in a timely, strategic manner while identifying growth opportunities
• Drive upsell of additional services including onsite counselling, critical incident management, assessments, flu vaccination, health checks and more
• Identify and pursue service expansion opportunities within existing accounts
• Manage contract renewals in collaboration with internal teams
• Negotiate contract terms to ensure mutually beneficial outcomes
• Prepare and issue regular utilisation reports, outcome summaries, and trend analyses
• Coordinate manager and employee orientations via phone or webinar
• Maintain accurate, up-to-date records in the CRM system
• Utilise CRM data to track interactions, opportunities, and account health metrics
• Ensure compliance with contractual obligations and service delivery standards

Implementation Specialist

• Lead end-to-end implementation projects from initiation through client launch and post-launch follow-up
• Develop detailed implementation plans, timelines, and launch schedules in collaboration with clients and internal teams
• Manage complex, multi-stakeholder projects across multiple geographies including APAC and global markets
• Identify risks early and implement effective mitigation strategies to keep projects on track
• Act as a lead consultant and trusted advisor to Sales, Customer Success Managers, and clients
• Facilitate client and manager orientations using in-person, webinar, or alternative delivery formats
• Collaborate with Onboarding, Communications, and other internal teams to ensure smooth platform setup and launch readiness
• Share knowledge, support best practice development, and contribute to continuous improvement across the team
• Maintain strong understanding of TELUS Health processes, systems, platform capabilities, and client requirements
• Support special projects and ad hoc tasks as required

Implementation Manager

• - Build strong relationships with clients and other key stakeholders through consistent account reviews and outreach, acting as a trusted advisor.
• - Understand and gather clients’ business priorities to ensure the timely delivery of expected outcomes.
• - Ensure high levels of customer satisfaction throughout assigned accounts.
• - Capture customer experience and product feedback for RFI.
• - Detect and respond to key stakeholder changes within each customer.
• - Solicit customer references and case studies.
• - Grow existing business by identifying cross-sell and upsell opportunities when there is alignment with RFI products and services that help customers achieve their desired outcomes.
• - Meet or exceed customer subscription retention goals by maintaining diverse data and insight use cases, leading to well-developed subscription business cases.
• - Manage account plans.
• - Manage the contract renewal process.
• - Plan and communicate client deliverables, including scheduling and liaising with clients, their stakeholders, and the RFI product team.
• - Identify customer challenges and friction points, and proactively suggest better solutions and strategies.
• - Ensure product and new feature adoption through customer communication and training.
• - Respond to and manage analytical queries.
• - Collaborate with client directors to plan each client’s engagement across delivery, needs analysis, account planning, and growth opportunities.
• - Collaborate with research experts in the product team to innovate in response to client needs.

Client Success Manager

• Manage a portfolio of strategic commercial clients, guiding them through onboarding, platform adoption, and long-term optimization initiatives
• Build and maintain trusted relationships with key stakeholders by combining technical understanding with strong business acumen.
• Drive measurable business outcomes, customer retention, and account growth through shared success plans and value-driven engagement.
• Lead onboarding, training, and enablement sessions to build client confidence and accelerate time to value.
• Partner closely with Key Account Managers, Engineering, Product, and Support teams to align resources, mitigate risks, and deliver a seamless customer experience
• Proactively identify churn risks and develop action plans to improve retention and customer satisfaction.
• Develop deep expertise across multiple products while staying informed on industry trends and best practices.
• Act as a trusted partner by proactively identifying client challenges, sharing product feedback internally, and helping clients navigate evolving business needs.
• Support the development of customer references and case studies, while providing actionable feedback to help improve AB Tasty’s products and services.

• Serve as a trusted advisor and primary point of contact for existing accounts
• Drive retention and identify growth opportunities
• Build relationships to develop cross-sell and up-sell opportunities
• Communicate with customers effectively
• Analyze customer needs to present suitable solutions
• Maintain knowledge of market conditions and competitive activities

• Record, triage and respond to support requests across email, phone and chat platforms
• Assist with onboarding venues onto the Doshii platform, including building and mapping menus
• Support merchants connecting POS systems, ordering apps and delivery platforms
• Investigate and troubleshoot operational and connectivity issues across integrated partners
• Coordinate with external technology partners where required to support merchant outcomes
• Respond to and help resolve Level 1 and Level 2 incidents
• Escalate complex technical issues to engineering and product teams where required
• Update and maintain technical documentation and help centre content
• Perform basic functional testing and validation of platform workflows
• Collaborate with internal teams to improve customer experience and operational processes
• Support customers through a fast-moving and evolving hospitality technology environment

Customer Success Specialist

• Serve as the single point of customer accountability responsible for the delivery of all Signature deliverables
• Coordinate all deliverables the customer is entitled to, overseeing the experience throughout the Signature lifecycle
• Develop and maintain strong relationships at key stakeholder levels
• Act as a trusted advisor by gaining trust through mutual goals
• Proactively monitor and conduct quarterly reviews, identify trends, and provide tailored release recommendations

Customer Success Manager – Marketing Cloud

• Run platform onboarding sessions and training workshops with faculty, instructional designers, and LMS administrators at partner universities, tailoring every session to the audience in the room
• Support LMS configuration and the technical set-up of FeedbackFruits tools across your account portfolio, navigating different platforms and troubleshooting independently
• Prepare adoption data summaries and usage reports that turn raw numbers into clear insights and actions
• Work alongside Sales, Marketing, Product, and Support on partner conversations, renewal discussions, and product feedback loops, making sure the APAC perspective is always in the room
• Drive pilot implementations from initial setup through to conversion, keeping complex, multi-stakeholder projects moving against firm timelines
• Escalate partner issues to Support and Product and act as the APAC perspective internally, making sure what you're hearing in the field shapes how the team works
• Travel to partner campuses, regional conferences, and company gatherings in Amsterdam, representing FeedbackFruits in every room you walk into

Partner Success Associate

• Management and ownership of the comms promotional calendar
• Manage the execution, monitoring and measurement of CRM campaigns and their success
• Work closely with internal business stakeholders to ensure on-time delivery of campaigns
• Communicate campaign performance and results
• Optimise new campaigns using data and feedback from existing and previous projects
• Prepare variations for A/B testing and execute test plans
• Ownership and execution of reputation management campaigns (eg. Trustpilot)
• Develop and execute personalisation and segmentation strategies for key customer audiences
• Cross-channel marketing automation creation, including Email, SMS, Push, and/or other engagement channels
• Stay up-to-date with the martech trends and best practices

CRM Manager

• Ensure customers feel supported and guided through their journey with Cognigy’s products
• Leverage extensive experience with enterprise software solutions
• Expertly identify customer needs and coordinate solutions
• Provide authoritative assessments and advice on our solutions
• Engage with enterprise executives to articulate strategic business value
• Define and track customer success metrics
• Design and implement effective customer retention strategies
• Craft compelling sales proposals for products and services
• Work closely with sales and technical teams to drive customer loyalty

• Monitor and manage customer health scores, usage analytics, and risk indicators to proactively address churn risks.
• Execute standardised customer success playbooks to ensure consistent customer outcomes.
• Own and drive net revenue retention (NRR) targets across your portfolio.
• Lead strategic customer check-ins and Quarterly Business Reviews (QBRs) using data-driven insights, scorecards, and ROI metrics.
• Drive feature adoption through adoption-gap analysis, targeted engagement campaigns, and tailored customer guidance.
• Define and track measurable success metrics aligned to customer business outcomes.
• Deliver scalable onboarding experiences using standardised onboarding playbooks and self-service resources.
• Support customers in achieving early value and successful product adoption.
• Identify expansion and upsell opportunities through customer engagement patterns and product usage analysis.
• Collaborate with Sales teams to progress commercial opportunities within the customer base.
• Consistently execute customer success processes and playbooks to drive scalable outcomes.
• Utilise AI-assisted sentiment analysis and customer feedback insights to inform engagement strategies.
• Partner with Product teams to communicate customer feedback, feature requests, and pain points.
• Contribute customer insights to product roadmap discussions and continuous improvement initiatives.

• Manage named accounts accountable for engagement and satisfaction over the lifetime of the customer.
• Establish key relationships within the customer, ensuring regular check-ins to understand, and address promptly, client needs and concerns.
• Develop strong relationships with key buyers and influencers in customer accounts and leverage these during the lifetime of the customer.
• Partner with the customer to build a joint plan for success, maintaining a detailed understanding of customer’s business to achieve high levels of customer satisfaction, engagement, adoption of Sophos technology.
• Deliver an outstanding customer experience to support our brand promise of delivering superior cybersecurity outcomes and to facilitate the cross sell and upsell of services and products
• Monitor customer analytics and KPIs to reinforce the value of the customer solution and identify areas to improve customer experience and optimize the solution.
• Conduct regular business reviews, clearly articulating the specific value Sophos’ services are delivering to the customer and progress on specific customer milestones and goals.
• Coordinate activities of associated roles across onboarding, sales, product operations, services, and renewals to ensure smooth handoffs and optimal customer experience.
• Sustain business growth and profitability by maximizing value, driving usage, adoption, upselling services, and reducing churn.
• Act as an escalation point for high-impact customer issues when necessary, ensuring appropriate teams within Sophos are engaged for quick resolution
• Work within the wider CSM team to implement scalable programs and process improvements to drive efficiency of internal customer success processes and improve customer experience.
• Must be willing to travel

Senior Customer Success Manager – ANZ

• Operar e otimizar campanhas no FastTrack CRM (e-mail, push, SMS, in-app)
• Criar e gerenciar fluxos de automação, segmentação e jornadas de jogadores
• Analisar performance de campanhas e propor melhorias com base em dados
• Desenvolver estratégias de retenção, reativação e fidelização
• Monitorar KPIs de CRM: churn, LTV, reativação e engajamento

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