Implementation Specialist

• Drive the deployment and adoption of advanced manufacturing and Industry 4.0 solutions that improve operational performance, product quality, and productivity across complex manufacturing environments.
• Lead cross-functional implementation efforts spanning MES, automation, OT/IT integration, and manufacturing data systems while developing scalable processes, best practices, and high-performing teams.
• Partner with customers, operations, engineering, and product stakeholders to deliver successful digital manufacturing transformations and maximize value from operational data.
• Report directly to leadership and work out of the Northford, CT location on a hybrid work schedule.

Senior Advanced Manufacturing Engineer – Digital Manufacturing Implementation

• Accountable for end-to-end client onboarding for Life, Absence, and Disability Solutions, ensuring quality execution and timely delivery
• Establishes and sustains strong relationships with customers, brokers, and key partners
• Partners with executive leadership to anticipate demand and priorities
• Leads the development and enforcement of implementation strategies, standards, and best practices
• Drives innovation in implementation management, leveraging technology
• Promotes a high standard of customer experience
• Build and develop a high-performing team

AVP, Client Implementation

Customer Success Manager

• 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

• Enable Outcomes-Oriented Customer Engagement Function
• Partner with Customer Engagement teams to align analytics and test/learn agendas with strategic priorities for business and enterprise
• Translate business strategies into structured measurement approaches, including KPIs, success metrics, and hypotheses for experimentation
• Proactively identify opportunities to improve data-driven feedback loop for customer engagement function
• Support prioritization of customer engagement capabilities by grounding decisions in data, performance insights, and expected business impact
• Evaluate and Optimize Customer Engagement Strategy Performance
• Assess the performance and impact of engagement strategies, identifying and enabling opportunities for scaling high-value initiatives
• Perform deep dives into performance drivers, including adoption, engagement, friction points, and leakage across journeys
• Partner with product and engagement stakeholders to continuously refine experiences based on insights and testing outcomes
• Lead Segmentation, Behavioral, and Journey Analytics
• Create, operationalize, and evangelize frameworks for segmentation, behavioral, and journey analysis to identify areas of opportunity across the enterprise
• Develop and advance analytic solutions and approaches from one-time analyses to repeatable, scalable frameworks and data products
• Identify key drivers of customer satisfaction, engagement, and value perception across digital experiences
• Influence Decision-Making Through Insight and Storytelling
• Translate complex analytical findings into clear, compelling narratives that inform business strategy and enable sustained impact across enterprise
• Provide strategic input into prioritization, roadmap decisions, and investment tradeoffs
• Anticipate business questions and proactively develop insights to inform decision-making
• Enterprise Collaboration
• Work across enterprise to incorporate analytics products and insights into enterprise strategic priorities and business growth plans
• Serve as a key connector between analytics, customer engagement, and business stakeholders to ensure insights are actionable and adopted
• Support a coordinated approach to analytics across fragmented teams and capabilities

Senior Advisor – Business Analytics, Customer Engagement

• 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

• Develop a portfolio of ~35 Enterprise customer accounts, all of which are high-touch customers with complex needs.
• Regularly reach out to your accounts to gather intelligence on how they are currently using our products and determine what features and services are most valuable to their businesses, while also coaching them on best practices.
• Build and maintain senior-level relationships with your customer accounts while creating a premium and high-caliber experience.
• Collaborate with customers by solving complex problems with out-of-the-box solutions to strategically and continually increase product value.
• Help find new ways to continuously improve our customers experience, both in our product and processes.
• Analyze user engagement data and identify actionable insight - KPI’s will be reported on regularly.
• Organize ServiceTitan customers into appropriate segments for up-selling and cross-selling opportunities.
• Be a mentor and resource to new hires, and members of the non-Enterprise Success Team.

Enterprise Customer Success Manager, Exteriors

• Build trusted relationships across all levels of customer organizations, from technical end users to business executives.
• Build, maintain, and execute strategic account plans for your customers.
• Lead strategic engagements such as 1:many customer enablement, executive business reviews, and new customer onboardings.
• Serve as the primary advisor across technical initiatives and strategic business outcomes.
• Identify and mitigate risks within your customer portfolio.
• Navigate the Chronosphere ecosystem to remove obstacles, drive adoption, and maximize customer value.
• Act as the voice of the customer to influence product development and customer success strategies.
• Drive adoption of Chronosphere’s platform and features, delivering measurable value and communicating ROI.
• Deliver strategic insights to help customers achieve their business goals.
• Contribute to the evolution of Chronosphere's Customer Success playbooks and best practices.

Customer Success Architect

Customer Retention Specialist

• Lead Deal Support through cross-functional influencing skills on the highest value/most complex renewals across Gartner
• Implement programs ensuring Gartner’s retention and growth strategy
• Create scalable action plans and lead presentations in planning sessions with Senior Leaders
• Drive strong collaboration with Client Value Managers and our Center of Excellence partners
• Lead quantitative & qualitative analyses to solve Gartner’s retention and growth challenges and implement solutions
• Drive constant improvement and renovation/innovation of processes and tools

Senior Manager, Retention Programs

• Support the development and activation of Priceline's VIP loyalty program, translating strategic direction into organized plans and coordinated action across marketing, product, and technology.
• Architect retention and loyalty strategies in close partnership with the broader marketing team, then translate them into clear, executable briefs for our messaging operations team to bring to life across email, push, SMS, and in-app channels.
• Develop strategy docs and requirements that product and technology partners can build against.
• Collaborate with product managers across the Re-engagement and Trip Management & Loyalty portfolios to ensure marketing strategy is prioritized and reflected in roadmap decisions.
• Maintain and evolve customer lifecycle frameworks and segmentation inputs that inform how we engage customers across their journey.
• Identify, evaluate, and pilot AI-powered tools and automation workflows that increase the team's speed, personalization capability, and output quality.
• Build repeatable systems that reduce manual effort across campaign development, briefing, and performance summarization.
• Champion AI adoption within the team and contribute real marketing use cases to Priceline's enterprise AI strategy.
• Support Customer 360 initiatives by translating customer data into actionable insights that inform retention, loyalty, and growth strategy.
• Represent marketing needs in how customer data is structured, surfaced, and activated with data and product partners.
• Contribute to personalization and recommendations initiatives from a marketing strategy perspective.

Senior Retention & Loyalty Specialist

• Own a portfolio of strategic customer accounts with accountability for gross retention, net retention, renewal readiness, customer health, and long-term expansion
• Manage to ARR retention targets by building account plans and driving proactive engagement strategies
• Run structured at-risk account playbooks for customers showing signs of churn
• Work with customers and Protegrity architects to develop and refine solution plans
• Help customers develop a roadmap for comprehensive data security across the enterprise
• Become the client advocate and a trusted advisor for the client for all their data security needs
• Develop productive relationships with stakeholders from CISO, CDO, and Head of Data/AI down to platform engineering
• Maintain knowledge of industry trends and technology developments
• Identify and promote the need for additional Professional Services
• Work with Support, Services, and Training to ensure smooth onboarding of new customers
• Review client requests with Technical Support or Product Management and take action as necessary
• Schedule regular reviews with clients to ensure best use of our products
• Develop, prepare, and nurture customers for advocacy

Principal Customer Success Manager

• Serve as the primary operational partner and strategist for the Customer Success and Solutions (CS) organization
• Take ownership of key initiatives from analysis, scoping, execution, optimization, monitoring, and beyond
• Collaborate with CS leadership and frontline managers to build trust in operational processes
• Build dashboards on key CS metrics (customer health, churn, expansions)
• Own CS operational initiatives end-to-end, turning strategy into executable plans
• Act as the primary liaison between CS and Business Systems, translating technical requirements into practical solutions

Customer Success Operations Lead

Customer Advocate

• Professionally manage a high volume of phone calls and email correspondence with clients and their families providing status updates and answering questions
• Utilize internal systems to retrieve relevant information and provide accurate status updates
• Adeptly multitask to ensure efficient handling of client queries while maintaining a high level of professionalism
• Draft basic forms
• Draft written correspondence to clients and VA
• Update CCK's case management program files with all client conversations, pertinent correspondence, and information
• Attend training sessions as directed by the supervisor
• Assist with the training of new Client Advocate/Paralegals as needed

Client Advocate – Paralegal

• Managing a specific block of clients and driving growth within the customer base
• Developing and maintaining long-term relationships by providing excellent customer service
• Negotiating/renewing existing client contracts
• Responsible for program governance and issuance of reports to clients
• Managing the renewal process with internal teams
• Act as a liaison with internal departments to resolve client issues

Customer Success Associate

• Translates AI strategy into scalable engineering execution—ensuring AI systems are safe, observable, cost-effective, compliant, and aligned with product and business outcomes.
• Architect and govern AI/ML system designs including multi-agent flows, complex orchestrations, RAG, classical ML services and hybrid architectures.
• Productionize AI/ML solutions into stable, low-latency, compliant, scalable applications.
• Build, lead, and develop a multi-team AI/ML engineering organization—including managers and senior engineers—setting technical standards and a culture of rigorous, maintainable delivery.
• Drive organization-wide alignment by influencing senior executives, peer engineering leaders, and product leaders; resolve prioritization conflicts and clarify accountability boundaries.
• AI/ML Lifecycle Ownership: Spearhead the AI/ML Software Development Life Cycle (SDLC) balancing rapid experimentation with scalable, production-grade engineering standards.
• Establish robust practices for versioning, deployment, CI/CD pipelines, logging, and automated rollback strategies.
• Build and operate observability, monitoring, and alerting systems to track model drift, latency, throughput, and cloud computing cost governance.

VP, Implementation Engineer – EST Hours

• Serve as the face and voice of Highspot to customers in your portfolio and as “the buck stops with you” owner of those customer relationships internally at Highspot
• Deeply understand your customer’s needs, thoughtfully helping business leaders to find opportunities to expand value, our footprint and depth of engagement
• Manage relationships with solution owners (Enablement, Marketing, Ops, etc.) to drive product usage and engagement
• Multi-thread to any stakeholder you need to engage across Enablement, Sales, Marketing, Operations, Finance, IT, and others at all levels (ATL, OTL, and BTL) to accomplish your goals; in the event of key customer stakeholder turnover, you seek and build replacement relationships
• Collaborate with customers to develop a mutual value plan
• Analyze your portfolio, identify risks and opportunities, and prioritize for impact
• Collaborate with your Account Management partners in the event of renewal risk; project manage the plan to “get to green churn risk”
• You will be responsible for identifying expansion opportunities, which you will pass on to the Account Management team
• Partner internally with Deployment Consultants, Technical Account Managers, Support, and Professional Services to optimize customer implementations and resolve technical challenges
• Help customers realize the full value of the Highspot platform; the CSM should allow the Solution Owner and ATL to believe their company has achieved ROI from Highspot that they can quantify and explain
• Drive product adoption and ongoing usage of Highspot with a focus on making Highspot an essential platform for the customer while promoting customer satisfaction and advocacy
• Identify opportunities to sell add-on services in support of achieving customer goals
• Ensure execution of customer maturity and technical discussions via coordinating solutions internally across engineering, marketing, product, and support teams

• Supports clients located in Central and Eastern Standard Time Zones
• Responsible for intake and resolution of Customer (U1000 lives) inquiries, problems and/or service requests
• Acts as the primary issue resolution owner and responsible for resolving any Customer problems or issues
• Takes ownership of issues from beginning to end
• Coordinates with all necessary 'back office' areas to resolve
• Organizes, oversees, manages, monitors and follows through
• Acts as the daily point of contact for any customer inquiries (calls, emails, web chats, etc.)
• Tracks activities in CRM
• Responsible for fulfilling reporting requests from customers
• Maintains tracking and reporting
• Identifies and drives business changes / continuous improvements needed
• Looks at trends and root cause analysis and works with internal partners from claims, Underwriting, etc. to identify improvement opportunities

Client Advocate

• Drive Customer Value & Growth
• Ensure every customer experiences consistent, high-quality engagement throughout their lifecycle.
• Partner with Sales, Renewals, and Services leadership to drive adoption, retention, and expansion across the customer base.
• Model and coach a cohesive account team approach — ensuring CSMs, TAMs, Account Executives, and Renewal Managers operate as a unified team aligned on customer outcomes.
• Provide executive sponsorship for strategic accounts and serve as a trusted advisor to C-level customer stakeholders.
• Cultivate Deep Product Expertise
• Uphold one of the hallmarks of Highspot’s Customer Success team by developing and maintaining deep knowledge of our platform and its integrations within customer environments.
• Ensure the CSM organization is equipped to provide best practices, training, and guidance that maximize customer value and adoption.
• Champion product expertise as a differentiator, reinforcing credibility and trust with customers at every level.
• Foster a High-Performance Culture
• Lead with a people-first mindset — genuinely investing in the development, wellbeing, and career growth of every member of your team.
• Hire, coach, and develop top talent at every level of the CSM org, leading with high emotional intelligence and self-awareness.
• Set and uphold high performance and engagement standards, balancing accountability with empathy.
• Cultivate a culture that embodies Highspot’s guiding principles, especially “Enjoy the Ride.”
• Drive Commercial Impact & Retention
• Lead a team in owning and exceeding a dedicated customer retention target for your assigned strategic portfolio.
• Drive adoption of MEDDPICC sales methodology.
• Ensure your CSMs run proactive renewal validation — confirming stakeholder alignment, surfacing risk, and documenting customer value — in close partnership with their Renewal Managers.
• Maintain forecasting accuracy for renewals and expansion, providing reliable, data-driven insights to leadership.
• Drive your CSMs to surface and qualify expansion opportunities in partnership with Account Executives who own the commercial relationship, stepping in to support key deals as needed.
• Collaborate Cross-Functionally
• Partner with Product leadership to channel customer insights into product strategy and innovation.
• Work with Marketing and Sales to align on customer advocacy, referenceability, and expansion opportunities.
• Collaborate with Operations and Analytics to ensure data-driven decision-making across the CSM function.
• Lead & Scale the Organization
• Build and inspire a segment-focused Customer Success team that sets the standard for excellence across Enterprise and Strategic accounts.
• Implement scalable processes, tools, and metrics that drive efficiency, consistency, and predictable outcomes.
• Develop the leadership bench within the CSM org, ensuring succession planning and long-term organizational strength.

Director, Customer Success Management

Onboarding Specialist

• Conduct thorough KYC and onboarding reviews to ensure all client documentation is complete, accurate, and compliant with regulatory requirements
• Review account opening packages completed by client-facing partners, verifying key details such as signatures, dates, ownership structures, and required documentation
• Open and code accounts across internal systems, ensuring proper setup and adherence to established procedures
• Identify and escalate non-standard or higher-risk scenarios to ensure appropriate risk mitigation
• Manage a high-volume workflow in a fast-paced environment while meeting service level expectations
• Partner with internal stakeholders and service teams to resolve issues and gather required information
• Support onboarding for a variety of account types, including individual, trust, corporate, custodial, IRA, and estate accounts
• Maintain a strong focus on quality assurance and consistency, recognizing the role’s direct impact on regulatory and reputational risk
• Identify opportunities to improve processes and contribute to operational efficiency

Client Onboarding Associate – Know Your Customer Verification, Wealth Management Accounts

• Act as an expert clinical resource for complex diabetes management scenarios requiring advanced judgment and intervention.
• Deliver advanced, personalized clinical education and training via phone and virtual platforms.
• Manage clinical retention quotas assigned for a defined geographic region.
• Execute established retention strategies while tailoring engagement approaches to individual patient and regional needs.
• Assess and address multidimensional barriers to therapy continuation (clinical, behavioral, psychosocial, logistical, or access-related).

Senior Clinical Retention Specialist – North (MA, NY, PA, NJ, ME, CT, RI, NH, VT)

• Act as the primary advocate for State & Local agencies, aligning software capabilities with their operational goals to ensure full product adoption and documented success.
• Cultivate trust-based relationships with technical and command leadership to maximize customer sentiment, retention and referenceability.
• Lead cross-functional internal teams—including Sales, Support, and Onboarding—to resolve client challenges quickly and minimize churn.
• Manage a regional book of business with a focus on annual recurring revenue, account expansion and identifying process improvements.
• Translate public safety best practices into credible recommendations, helping agencies navigate integrations and workflow optimizations.

Customer Success jobs in Connecticut

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Senior Advanced Manufacturing Engineer – Digital Manufacturing Implementation

AVP, Client Implementation

Marketing Specialist, CRM/Lifecycle

Senior Advisor – Business Analytics, Customer Engagement

Senior Customer Success Manager

Enterprise Customer Success Manager, Exteriors

Customer Success Architect

Senior Manager, Retention Programs

Senior Retention & Loyalty Specialist

Principal Customer Success Manager

Customer Success Operations Lead

Client Advocate – Paralegal

Customer Success Associate

VP, Implementation Engineer – EST Hours

Senior Customer Success Manager

Client Advocate

Director, Customer Success Management

Client Onboarding Associate – Know Your Customer Verification, Wealth Management Accounts

Senior Clinical Retention Specialist – North (MA, NY, PA, NJ, ME, CT, RI, NH, VT)

Customer Success Advocate