Customer Success Manager

• Serve as the primary point of contact for a portfolio of clients, ensuring high adoption, satisfaction, and measurable outcomes.
• Build and maintain strong relationships with key client stakeholders, including end-users and administrators.
• Monitor client health using engagement and usage metrics; proactively identify risks and opportunities.
• Lead regular client meetings to review goals, performance, and success metrics; prepare agendas and coordinate across internal teams.
• Deliver ongoing education to drive product adoption.
• Understand and track contract terms, program scope, and client-specific goals.
• Act as the voice of the customer internally, collaborating with product, sales, and implementation teams to drive continuous improvement.
• Support client retention and growth by driving satisfaction, advocacy, and expansion opportunities.

• Acting as a point of contact for any major customer incidents, being responsible for managing expectations and communications through resolution.
• Analyzing customer data such as support cases, survey responses, and renewal behaviors to identify technical trends and risks.
• Acting as the voice of the customer internally to advocate for their needs.
• Monitor and identify adoption and utilization trends, providing recommendations based on risk and customer needs.
• Providing proactive guidance on Ping's features based on the customer's interests and business objectives.
• Own the ultimate responsibility for the customer's onboarding, adoption, and advocacy across a portfolio of customers.
• Developing and delivering "success plans" that identify technical stakeholders, milestones, metrics, and risks for key customers.
• Leading technically complex customer issues from start to finish and identifying opportunities for new solutions.
• Collaborating with cross-functional teams (including Product and Engineering) to help resolve customer needs or projects.
• Driving business value for customers by partnering with them to define desired business outcomes, focusing on maximizing value realization across the Ping platform.
• Leveraging multiple Ping solutions to provide high-level technical advisement to customers.
• Discussing IAM best practices within on-premise, hybrid cloud, and on-premise infrastructures where deployment complexity is high.
• Engaging with technical and business owners at all levels on the customer side.
• Communicating and influencing effectively at all levels of the organization, including C-level.
• Occasionally traveling to customer sites and being available for some after-hours or weekend coverage as needed.
• Willingness to be a hands-on contributor.

Customer Success Executive

• Deliver timely execution of CRM campaigns aligned with US market strategies, taking full ownership of campaign quality and on-schedule deployment
• Own and manage customer journeys across key lifecycle stages including onboarding, retention, reactivation, and loyalty, ensuring each stage delivers measurable engagement outcomes
• Plan, set up, schedule, deploy and report on campaigns across Modals, In-App notifications, Push notifications, and Email
• Conduct A/B testing to measure campaign performance and contribute to optimisation efforts
• Analyse campaign performance data and deliver actionable recommendations that directly improve engagement and retention outcomes
• Brief and partner with copywriters and designers to deliver assets for customer communications, ensuring brand and quality standards are met
• Lead the end-to-end execution of generosity campaigns, from setup through to post-campaign analysis
• Work closely with the US Customer Engagement Manager and VP of Marketing to plan and execute customer engagement campaigns aligned to business priorities, collaborating with the broader US Marketing team on concepts and execution, and the global CRM team on best practices
• Proactively contribute performance insights and learnings to the global Customer Engagement team, driving improvements to efficiency and best practice across markets
• Identify and resolve inefficiencies or errors in campaign processes, recommending and implementing improvements to execution standards
• Leverage tools including Quick Suite, Amplitude, and Braze to identify trends, define segmentation and targeting strategies, and translate findings into concrete campaign improvements
• Ensure all CRM activities adhere to US gambling, data protection and privacy regulations.

Marketing Specialist, CRM/Lifecycle

Product Adoption Specialist

• Responsible for driving digital transformation and product adoption for the U.S. and Canada
• Establish alignment with dealer leaders on the Dealer Digital Roadmaps and ensure execution is in line with aligned digital priorities
• Build and lead a team of high performing Digital Adoption Reps who serve as trusted advisor for dealer digital acceleration
• Lead the alignment of digital goals and targets with dealer digital leaders. Collaborate with district teams, Industry to ensure alignment and adoption goals and support dealer success
• Monitor and report on adoption metrics and KPIs, ensuring measurable impact on dealer engagement and customer success.
• Proactively lead execution priorities by identifying areas of improvement and roadblocks to adoption and lead to resolution
• Create a structured process to gather VOC/VOD to drive digital adoption.
• Partner with Product Adoption Consultants (PACs) to ensure feedback is translated into actionable insights for product improvement and actions to drive digital adoption.
• Develop and lead DARs, ensuring they are equipped with the tools, training, and strategic guidance needed to succeed.
• Drive onboarding and continuous learning initiatives, including role-based enablement and modern training resources.
• Foster a culture of collaboration, accountability, and regional expertise, ensuring reps are deeply engaged with dealer digital teams

North America Area Manager – Digital Adoption

• Manage all training aspects within the firm
• Create training materials and execute training sessions
• Evaluate skills and needs of new and existing employees
• Facilitate technology adoption
• Support the firm’s technology skill development strategy
• Provide new-hire onboarding systems training
• Deliver periodic refresher training
• Promote underutilized tools and features
• administer or support firm-wide application roll-outs
• Collaborate closely with IT, HR, Practice Group Leaders, and other managers

Training and Technology Adoption Manager

• The Senior Manager, CRM Operations leads the CRM technical and operations team and owns the technical foundation and run-state of the Digital Marketing organization’s CRM platform.
• Own the CRM platform product roadmap, including the sequencing of capabilities such as Data Cloud activation, IVR, and journey orchestration against business priorities.
• Own the data delivery of campaigns end to end, ensuring the right audiences and data reach the right channels accurately and on time.
• Navigate complex, distributed data sources across the organization and resolve gaps that put campaign delivery at risk.
• Manage capacity and prioritization across concurrent campaigns.
• Lead, direct, and coach a team of solution architects, a QA developer, and the email build team.
• Set the standards and develop the key processes the team follows and drive consistent adherence and standardization across the team.

Senior Manager, CRM Operations

Implementation Specialist

• Manages a portfolio of client accounts and has overall accountability ensuring exceptional client experience
• Sets strategic direction for and executes large-scale complex projects
• Manages all aspects of the agreed upon service levels
• Proactively assesses project risks and partners with teams to develop mitigation strategies
• Secures resourcing for all phases of the project
• Builds trust with internal and external partners
• Responsible for the development and oversight of project implementation plans/schedules
• Partners with client to develop project level communication plans as needed
• Monitors scope and notifies team when margin target is at risk

Implementation Manager

• Gather, analyze, and document business requirements for insurance product implementations, enhancements, and system changes.
• Partner with Product Managers, Actuaries, Compliance, and Engineering to translate product specifications, underwriting rules, and regulatory requirements into clear business and system requirements.
• Configure and support the implementation of insurance products, including coverages, rating structures, forms, and underwriting rules within internal systems.
• Review product configuration, rating algorithms, and rate tables to help ensure accuracy, completeness, and alignment with approved filings.
• Research and analyze policy forms, endorsements, and regulatory filings to support compliant product implementation.
• Develop, execute, and document test cases and test scenarios for system, integration, and user acceptance testing.
• Validate rating calculations, coverage rules, policy forms, and system functionality; identify defects, document findings, and partner with technical teams through resolution and retesting.
• Maintain accurate implementation documentation and support knowledge sharing for new product launches and system enhancements.
• Collaborate effectively with cross-functional partners to support timely and accurate delivery of product initiatives.
• Continuously build knowledge of Branch products, insurance concepts, system functionality, and regulatory requirements to increase individual effectiveness and contribution over time.

Senior Implementation Specialist

• The Senior Customer Success Manager is the CEO of your book of business.
• A high performer who is SaaS revenue focused, responsible for managing and developing multiple medium/large Duck Creek OnDemand and OnPrem accounts.
• Act as the primary contact and trusted advisor for your customers and provide an interface between the Customer/System Integration (SI) partner(s), and internal Duck Creek teams.
• Manage 4+ medium/large OnDemand or OnPrem accounts.
• Develop and foster a trusted relationship with the Customer and SI partners.
• Meet with Customer leadership teams to understand their business goals and strategic priorities, including the preparation of customer success plans with an eye toward future sales opportunities and product expansion at time of renewal.
• Stay up to date with the latest features and updates of Duck Creek’s suite of products and services, conduct review sessions, and identify opportunities for upselling and cross-selling, including active management of NRR and GRR.
• Track renewals through their lifecycle, highlighting potential risks, and building strategic account plans to ensure success.
• Facilitate weekly, monthly, and quarterly customer governance meetings, including preparation of reports, governance decks and working with all parties to schedule customer sessions.
• Mentors junior Customer Success Managers.
• Gather customer feedback by playing an active role in the NPS customer survey activities by encouraging customer feedback, assessing results, and developing measurable closed loop action plans.

Senior Customer Success Manager

• Manage a portfolio of 15–30 SMB/Mid-Market customers (<$500M in revenue), serving as the primary point of contact from onboarding through renewal and growth. You will own a book of business from rapidly growing DTC brands to large corporations.
• Support executive stakeholders (VP to C-level) to achieve fast, measurable outcomes with Alloy.ai through scalable, value-driven engagements.
• Monitor account health, manage by exception, and focus efforts where they will have the highest impact.
• Drive retention and expansion through business value reviews, renewals, and growth-focused conversations.
• Conduct and deliver analysis in Alloy, helping customers turn insights into repeatable, automated processes.
• Identify and cultivate customer advocates, partnering with Marketing to capture success stories, case studies, and references.
• Improve processes, playbooks, and tooling to support scaled customer management without sacrificing quality.
• Collaborate on building training programs, including self-serve onboarding and education to reduce manual support needs.
• Act as the voice of the customer, gathering feedback and translating it into actionable requests for Product and Engineering.

• Own the overall Customer Success strategy and execution across onboarding, adoption, customer health, renewals, retention, and expansion.
• Lead, mentor, and develop a high-performing Customer Success organization, creating a culture of accountability, customer obsession, and continuous improvement.
• Drive Net Revenue Retention (NRR), Gross Revenue Retention (GRR), customer satisfaction, and overall customer outcomes.
• Build scalable customer success processes, playbooks, and operational frameworks that support continued company growth.
• Develop customer segmentation strategies, success plans, health scoring, and proactive engagement models.
• Partner closely with Sales, Product, Professional Services, Marketing, and Support to deliver a seamless customer experience throughout the customer lifecycle.
• Serve as the executive sponsor for strategic enterprise customers, building trusted relationships and supporting executive-level engagements.
• Establish and monitor key Customer Success KPIs, providing regular reporting and data-driven recommendations to executive leadership.
• Identify opportunities to improve customer adoption, reduce churn, and increase expansion opportunities.
• Build scalable forecasting and operational planning processes for renewals, customer health, and team capacity.

VP of Customer Success

• Build strong relationships with key customer business and IT stakeholders to help guide us through their organization and introduce us to different teams
• Generate leads (CSQL) for the Workiva sales team to pursue
• Evaluate organizational inefficiencies to help customers define appropriate business outcomes
• Identify opportunities for Workiva to consult with customers on setups
• Develop relationships with the Workiva Account teams to ensure everyone is working towards the same goal and to decrease task overlap
• Understand customer needs well enough to identify users that might not be seeing value in Workiva’s Platform and executing a plan to increase return on investment (ROI)
• Facilitate training (by self service or virtual mods) for new teams as needed to ensure users are active in Workiva’s Platform
• Conduct meetings to help customers understand the positive business outcomes they are achieving using Workiva’s Platform
• Understand customer expectations and service agreement terms of each contracts and ensure the work is completed and delivered to the customer on or before the deadline
• Learn the Workiva Platform and how it is used in each market where Workiva maintains a presence
• Ensure any customer inquiries are answered promptly and help identify the best person at Workiva to get involved when necessary
• Ensure customer awareness and issue resolution practices around ticket management when unable to resolve product issues in Workiva Platform
• Engage with onboarding team, solution architects, and any other team providing service to the customer to ensure customers expectations are being met

• Serve as the primary maritime mission subject matter expert supporting U.S. Government customers throughout the customer lifecycle.
• Build trusted relationships with stakeholders across NIWC Pacific, NIWC Atlantic, NAVWAR, U.S. Navy Program Offices, Fleet organizations, Marine Corps, Coast Guard, and other maritime mission partners.
• Partner with Account Executives during customer engagements to understand mission requirements, shape technical solutions, and support strategic growth opportunities.
• Work alongside customer operators and analysts to understand operational workflows, intelligence requirements, and evolving mission priorities.
• Help customers successfully implement, adopt, and operationalize Vantor's geospatial intelligence, maritime analytics, and AI-enabled capabilities.
• Conduct customer briefings, product demonstrations, mission planning sessions, workshops, and training events.
• Support operational exercises, technical exchanges, and customer working groups while serving as a trusted mission advisor.
• Gather customer feedback and operational insights to help influence product roadmap priorities and future capability development.
• Collaborate with Product, Engineering, and Delivery teams to resolve customer challenges and continuously improve the customer experience.
• Monitor customer adoption, mission outcomes, and operational success while proactively identifying opportunities for expansion within existing accounts.
• Support proposal efforts, capture activities, and technical responses by providing maritime operational expertise.
• Represent Vantor at industry conferences, Navy and NIWC events, and customer forums.

Maritime Mission Customer Success Manager – TS/SCI

• Builds and maintains effective long-term relationship and a high level of satisfaction with assigned client accounts.
• Interacts with clients and other departments to constantly improve operational standards and support client needs by contributing to strategic plans and reviews.
• Implements production, productivity, quality, and customer service performance standards.
• Continually evaluates processes and procedures; makes recommendations for process improvement and communicates to the client as appropriate.
• Provides training to clients as needed.
• Exercises judgment and makes decisions that have positive operational impacts on the business line.

Customer Success Manager, Business Banking – Money Movement

• Conduct client training in preparation for Go-Live events, following Nextech CRM’s standard implementation methodology.
• Complete practice assessments and workflow analysis guided by industry best practices.
• Instruct clinical and non-clinical staff on the proper use of software applications.
• Train staff in individual and group settings, employing diverse teaching strategies to maximize effectiveness.
• Complete administrative tasks to update customers, Project Managers and Department Managers on implementation progress.
• Investigate and resolve client issues during implementation and go-live.
• Identify opportunities for workflow improvement and optimization post-go-live.
• Partner with internal teams to ensure successful implementation and alignment with client needs.
• Communicate effectively with clients and team members to ensure alignment and satisfaction.
• Additional duties as required.

Implementation Specialist – CRM

Onboarding Specialist

• Providing tailored services for paid implementation clients including but not limited to consulting, building and graphic design
• Providing clients with creative direction and solutions to problems via tickets and phone calls and screen sharing
• Working closely with the client to curate their onboarding journey and see that apps pass internal review in six weeks or less from signup
• Reviewing client apps for quality assurance
• Working with your team on new projects and ideas to better the client experience
• Troubleshooting complex issues

Customer Onboarding Specialist

• Lead resolution of the Customer Support team's most technically complex incidents and escalations, driving cross-functional investigations across customer architectures, platform capabilities, cloud infrastructure, and application design.
• Serve as the primary technical escalation point within Customer Support, triaging complex issues, guiding Enterprise Customer Operations Engineers through difficult troubleshooting, and ensuring critical situations are resolved with urgency and technical depth.
• Develop and maintain technical runbooks, support playbooks, automation, and knowledge base resources that improve resolution speed, consistency, and team capability.
• Participate in on-call rotation and serve as the senior technical resource during high-severity incidents, coordinating response across internal teams and communicating clearly with affected customers.
• Identify recurring operational issues and partner with Platform Engineering and Product to address root causes, reduce support burden, and improve platform reliability at scale.
• Partner with customer engineering teams to provide expert-level troubleshooting guidance, architectural context, and operational recommendations that improve long-term customer health.
• Navigate government change control processes, ATO-bounded environments, and classification-level constraints on behalf of customers and in coordination with internal teams.
• Mentor Enterprise Customer Operations Engineers through technical coaching, case reviews, and knowledge sharing that builds team capability and a culture of operational excellence.
• Collaborate with Implementation Engineering on complex onboarding transitions to ensure operational risks are identified and addressed before customers move to production.

Senior Enterprise Customer Operations Engineer

• Manages accounts to ensure positive customer experience, sustained and enhanced customer relationships, and revenue growth within accounts.
• Handles onboarding and ongoing training to increase retention and uncover upsells.
• Responsible for meeting/exceeding assigned renewal rate and growth targets.
• Tracks at risk, non-renewal, pending, and lost renewals including reasons for cancellation.
• Clearly understands all product offering, subscription and renewal licensing models.
• Supports assigned client base and responds timely to customer inquiries and promptly follow-ups on customer related issues.
• Collaborates with Sales, Marketing, Channel, and Technical teams to share, develop and build global market intelligence including information related to customers, market trends, supply and demand.
• Conducts quarterly business review virtual visits with at least 75% of accounts in their renewal year.
• Travel required less than 25% of the time.

Customer Success Representative

• Own the full customer lifecycle for a focused portfolio of global, strategic accounts
• Embed as a trusted advisor across decentralized buying centers
• Act as the “quarterback” for a global virtual account team
• Design and scale AI-powered customer programs
• Drive adoption and consumption growth
• Own expansion and upsell motions directly on retention-focused accounts
• Lead strategic success planning, QBRs, and EBRs
• Guide high-stakes consolidation and “build vs. buy” evaluations
• Navigate complex commercial and governance realities
• Build compelling demonstrations, executive presentations, and business value documents
• Serve as the vital link between customers and Branch

Strategic Customer Success Manager – MarTech / AdTech

• Conduct Workflow Training: Execute tactical, 1-on-1 sessions to accelerate feature adoption and empower operators to operate autonomously using IROC's data tools.
• Audit Workflows: Conduct structured interviews to identify friction points and provide features, tools, and dashboards to solve and improve daily operations.
• Curate User Documentation and FAQs: Maintain reference materials within searchable libraries to empower users with self-service options and permanently convert recurring non-technical questions into Zero-Touch resolutions.
• Foster Community Engagement: Actively participate in multi-facility user groups to share best practices, answer questions, and bridge the gap between users and technical experts.
• Maintain Data Visualization Dashboards: Ensure continuity of results and data accuracy following the deployment of new features or functionality.

Customer Success jobs in Colorado

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Customer Success Manager

Customer Success Executive

Marketing Specialist, CRM/Lifecycle

North America Area Manager – Digital Adoption

Training and Technology Adoption Manager

Senior Manager, CRM Operations

Implementation Manager

Senior Implementation Specialist

Senior Customer Success Manager

Customer Success Manager

VP of Customer Success

Senior Customer Success Manager

Maritime Mission Customer Success Manager – TS/SCI

Customer Success Manager, Business Banking – Money Movement

Implementation Specialist – CRM

Customer Onboarding Specialist

Senior Enterprise Customer Operations Engineer

Customer Success Representative

Strategic Customer Success Manager – MarTech / AdTech

User Engagement Specialist