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.

Lifecycle Marketing Specialist, CRM Specialist

• Drives customer satisfaction, retention, and expansion with our current enterprise customers.
• Serves as a strategic advisor, ensuring they’re seeing measurable value, adopting new content and features, and growing with the platform.
• Partner cross-functionally to ensure the voice of the customer is heard across the company.
• Guiding new customers through their customer journey process efficiently.
• Communicating the benefits a customer gains from utilizing HTB and how HTB addresses a business challenge.
• Scheduling and conducting regular check-in meetings with customers.
• Maintaining accurate and up to date notes on customer health in internal tools (e.g. Hubspot, ChurnZero, etc).
• Examining usage data to pinpoint trends, opportunities and possible concerns, frequently employing analytics tools such as Tableau or Looker.
• Building and nurturing relationships of trust with Exec / senior stakeholders (e.g. buyer) and HTB power users / admins.
• Timely addressing of customer inquiries.
• Coordinating with internal teams to resolve customer issues effectively and ensure seamless customer experiences.
• Proactively identifying and addressing risks to customer satisfaction.
• Gathering actionable feedback from customers for product improvement.
• Identifying and capitalizing on opportunities for upselling and cross-selling.

• Responsible for identifying, recruiting and onboarding new clients
• Support successful client implementations, ensuring clients have an excellent customer experience, adopt our tools and perform at the highest levels
• Document client business requirements and help validate that the final product solution meets business needs
• Build meaningful relationships with clients (e.g. providers, pharmacies, client data management vendors); serve as a primary point of contact for client inquiries, issues, and escalations
• Provide timely, accurate, and solutions-oriented product support; troubleshoot technical and functional issues, escalating complex matters as needed, act as a liaison between product, implementation and technical teams
• Maintain knowledge of company products and services to effectively support clients
• Identify recurring issues and recommend process or product improvements; work closely with all levels of end users to document business processes and workflows and begin identifying possible approaches to gaps, issues or risks
• Design, develop, and maintain client-facing and internal training materials (guides, presentations, job aids, FAQs)
• Deliver live and virtual training sessions to clients and internal stakeholders
• Assess training effectiveness and continuously improve learning materials and programs
• Support onboarding efforts for new clients through structured implementation and training programs
• Assist in the planning, scheduling, and facilitation of client meetings, including onboarding sessions, status updates, and training workshops
• Prepare clear agendas, presentations, and supporting documentation
• Document meeting outcomes, action items, and follow-ups
• Manage project expectations through regular client meetings, project status reports and maintaining a great relationship throughout the implementation life cycles
• Create and maintain comprehensive documentation, including SOPs, knowledge base articles, release notes, and troubleshooting guides
• Ensure documentation is clear, accurate, and accessible
• Maintain internal administrative and knowledge-based repositories to support team efficiency
• Contribute to continuous improvement of support workflows and processes

Client Success Specialist

• Build strong relationships with customers, understanding their goals and ensuring they are met through the platform
• Conduct regular check-ins to monitor usage and overall satisfaction
• Act as the primary point of contact for a portfolio of customers
• Respond to support requests in a timely and professional manner
• Troubleshoot issues and coordinate with the product team when necessary
• Maintain records of customer interactions and feedback
• Monitor usage and identify churn risks early, addressing them with tailored support
• Identify upsell and renewal opportunities and collaborate with the sales team to execute them
• Provide customer insights to product and engineering teams to help shape product direction
• Share trends, wins, and blockers with the broader customer success and sales teams

Implementation Specialist

• Own the end-to-end project plan for each assigned deployment, from kickoff through go-live and handoff — milestones, dependencies, owners, dates.
• Run a disciplined cadence of customer-facing and internal meetings: kickoff, weekly status, executive steering, internal pod sync, go-live readiness, and handoff.
• Track and report key metrics, status, risks, and decisions in a clear, consistent format that scales across customers and is visible to leadership.
• Manage scope and change actively — document requests, assess impact (timeline, cost, technical), and secure approval before work begins.
• Deliver “silent go-lives” as the standard – minimal escalations, no rollbacks attributable to project management or coordination failures.
• Serve as the primary day-to-day point of contact for the customer’s program team — PMO, IT operations, brand, and property-level stakeholders.
• Set and manage customer expectations clearly; communicate constraints, trade-offs, and decisions in a way that builds trust rather than friction.
• Navigate complex, multi-stakeholder enterprise environments with composure and clarity.

Senior Implementation Manager

• Engage directly with consumers by performing a high volume of outbound phone calls (200+ calls/day expected).
• Consistently meet or exceed individual and team performance metrics, including both qualitative and quantitative goals.
• Serve as a trusted guide for users navigating the process of connecting with vetted financial advisors.
• Proactively contact users who have expressed interest and schedule advisor consultations, ensuring a seamless experience.
• Utilize a combination of customer service best practices and scripted messaging to deliver a tailored, high-quality experience.
• Accurately log all user interactions, challenges, and outcomes in our internal CRM system.
• Identify and escalate recurring user pain points to improve the overall experience.
• Contribute to ongoing improvements by sharing insights and suggestions with team leads and cross-functional partners.
• Support additional projects or initiatives as needed in a fast-paced, collaborative environment.

Client Experience Specialist

• Be on the front-lines and ensure our customers increase the safety, efficiency, and sustainability of their operations with our IoT platform.
• Manage the deployment of Samsara technology to large-scale US Public Sector customers.
• Create launch plans and a roadmap to increase product usage.
• Track implementation progress, participation, product adoption, and account health.
• Run training sessions, demonstrate Samsara’s technology, and work through challenges with customers.
• Juggle multiple customer engagements in parallel and work cross-functionally.

Strategic Implementation Consultant – Public Sector

• Serve as the first point of contact for all member inquiries via phone, email, and other communication channels
• Provide comprehensive information and guidance on all IDOC products, programs, and services
• Resolve member issues promptly and efficiently while adhering to established Service Level Agreements (SLAs)
• Maintain detailed records of all member interactions and follow-up activities in CRM systems
• Identify opportunities to enhance member engagement through additional IDOC offerings
• Conduct consultative discussions to understand member needs and recommend appropriate solutions
• Collaborate effectively with cross-functional teams including marketing, consulting, accounting, and vendor relations

Practice Success Manager

• Provides comprehensive engineering, sales, educational, and technical support.
• Responds to field inquiries from physicians, healthcare professionals, patients, and field sales staff regarding CRM (Cardiac Rhythm Management) products.
• Acts as a clinical interface between the medical community and the business.
• Demonstrates the ability to build and sustain credible business relationships with customers and shares product expertise accordingly.
• Provides additional back-up support to CRM Sales Representatives.

Associate Clinical Specialist, CRM

• Under general direction, the CRM Associate Clinical Specialist provides comprehensive engineering, sales, educational, and technical support.
• This role responds to field inquiries from physicians, healthcare professionals, patients, and field sales staff regarding CRM (Cardiac Rhythm Management) products.
• Acts as a clinical interface between the medical community and the business.
• Demonstrates the ability to build and sustain credible business relationships with customers and shares product expertise accordingly.
• Provides engineering, sales, education, and clinical support in response to field inquiries on an as-needed basis.
• Demonstrates a thorough command of all CRM products, related product and technical knowledge, trends, and players.
• Develops, leads, and/or facilitates training sessions and other programs on CRM products for healthcare professionals.
• Provides additional back-up support to CRM Sales Representatives.

• Acts as the key point of contact for assigned health plans.
• Facilitates Health Plan meetings to address escalated issues.
• Tracks client issues that require research/investigation & coordination to reach resolutions.
• Collaborates with internal resources to resolve client issues.
• Uses data and facts to identify and solve a range of problems for assigned health plans.
• Delivers effective and time sensitive verbal and written communications to internal and external audiences.
• Assesses the needs of health plan partners and helps define and implement necessary changes to services/management processes.
• Partners with internal groups to ensure effective and efficient end-to-end problem-solving.
• Collaborates with matrix partners and other internal resources to resolve escalated, complex, and sensitive provider issues.
• Delivers effective verbal and written communications appropriate to internal and external audiences.
• Plan, coordinate, and host client and internal meetings.
• Regular cadence data and reporting responsibilities.

Client Experience Manager

Onboarding Specialist

• Coordinate and monitor pre-employment screenings including: CORI checks, National background checks, OIG exclusions, Sex offender registry checks, Driving record (MVR) checks, License and certification verification, State-specific compliance requirements
• Track pending screenings and follow up to ensure timely completion
• Escalate delays, discrepancies, or compliance concerns appropriately
• Support onboarding documentation and pre-employment workflows
• Ensure records are accurate, complete, and audit-ready
• Assist with I-9 coordination and onboarding documentation
• Maintain confidentiality of sensitive information
• Maintain accurate records within HRIS/ATS systems
• Generate status updates and screening reports
• Assist with process improvements and workflow tracking
• Communicate professionally with candidates throughout the onboarding process
• Support candidates with onboarding questions and required documentation
• Help create a positive, welcoming experience aligned with Ascentria’s mission and values

Onboarding Coordinator

• The Senior Implementation Consultant is responsible for the project management of National/Regional Accounts case implementations with an emphasis on communication, project and exception management.
• Project managing the implementation of new, add issue cases and services on complex cases and ensuring all business partners complete requirements of the sold case process.
• Project Manage the reimplementation of complex cases with acquisitions and major changes in account structures, ensuring all business partners complete requirements of the reimplementation process.
• Specialist is responsible for accurately gathering data and documentation directly from the broker or customer, from the point of sale through the finalization of the Customers Implementation.
• Attend customer/broker finalist & kick-off meetings in person or telephonically. Facilitates the initial introduction of the implementation process including creation and development of kick off materials.
• Owns the completion and retention of implementation documentation.
• Collaborates with Underwriting on pricing and plan design to ensure sold case proposals match customer needs found during data gathering.
• Responsible for the development of finalist materials specific to Implementation process.
• Presents virtually or in person, the Implementation process to the customer/broker during the pre-sale finalist presentation.
• Adherence to Compliance policies and procedures including but not limited to encryption of emails as appropriate.
• Actively participates in internal roundtables and consultation with the sales exec and internal business partners.
• Responds to internal/external customer calls and correspondence related to the implementation of sold case and add issues.
• Follows through on expressed commitment to the external/internal customers and if commitment cannot be met, provide clear expectations on next steps.
• Researches and resolves customer issues, offering alternative solutions.
• Provides consultation on benefits, plan designs and contract language that have been sold to the customer to ensure deliverables meet the customer's needs.
• Responsible for ensuring customer deliverables are delivered accurately and timely.
• Facilitates PG (Performance Guarantee) negotiations with client/broker and internal disciplines.
• Drafts, negotiates, and distributes initial Agreements and Applications (PG's, ASO, LOI's, etc.) and coordinates client signatures and counter signatures.
• Identify non-standard language, provisions or agreements that require consultation with other business.
• Develop successful customer/broker relationships over a compressed timeframe to facilitate the Implementation.
• Transition the case to field service team upon completion of the Implementation without service disruption to the customer.
• Mentors and trains new team members.
• May be overall project leader for other Implementation Consultants to support large blocks of business.
• May represent Implementation in large interdepartmental projects; new product and service rollouts, compliance/legal issues, best practice/procedure changes.
• Travels to in-person finalist or kick-off calls.

Senior Implementation Consultant

• Provide oversight and direction to multiple operational teams consisting of Launch Manager, Launch Supervisors, Project Services Project Managers and BA responsible for the project management and execution of multiple ongoing customer implementations, de-implementations, projects and tasks.
• Establish and maintain a high level of customer satisfaction for new, renewing National Account clients and clients with ongoing project work.
• Manage the overall operational and budgetary responsibilities and activities of the department including, but not limited to, the 'cost of launch' and working to reduce said cost.
• Adapt and pivot to customer needs through demonstrated knowledge of the business and processes to provide a customer onboarding and project-based experience that meets and exceeds customer expectations.
• Perform daily, weekly, and monthly project tracking across department including progress, key performance indicators, resource management, workforce allocation/tracking, and workflow supervision of multiple projects.
• Ensure all customer-facing launch and project status dashboards are up to date to ensure customer has most current information and statuses.
• Plan, evaluate, and improve the efficiency of departmental and inter-departmental business processes and procedures to enhance speed, quality, efficiency, and output.
• Establish and maintain relevant departmental controls and feedback systems to monitor the operation of the department.
• Coordinate internal and external resources to ensure customer and business objectives are met.
• Plan departmental staffing levels and work with Human Resources to recruit, interview, select, hire, and employ an appropriate number of employees.
• Coach, mentor and develop staff, including overseeing new employee onboarding and providing career development planning and opportunities.
• Lead employees to meet the organization's expectations for productivity, quality, and goal accomplishment.
• Review performance data that includes financial, sales, and activity reports, to monitor and measure departmental productivity, goal achievement, and overall effectiveness.
• Appropriately communicate organization information through department meetings, one-on-one meetings, and appropriate interpersonal communication.
• Build and maintain productive working relationships with leaders and employees of other departments, customers, vendors, and WM’s Operational (Market) Areas.
• Make business decisions that are financially responsible, accountable, justifiable, and defensible in accordance with organization policies and procedures.

Senior Manager – Customer Onboarding

• Lead or directly contribute to CRIMS implementations. Analyze and evaluate requirements while providing product expertise and guidance throughout the implementation project.
• Ensure the solutions developed by Charles River meet the customer’s business needs and that the customer is prepared to assume ownership and operate the solution after go-live.
• Assist other members of the Professional Services team and proactively develop and share best practices.
• Analyze and evaluate customer requirements to help Charles River respond to sales opportunities. Prepare and deliver sales presentations.
• Execute proof-of-concept projects to demonstrate the potential of CRIMS to satisfy the specific needs of potential customers.
• Educate customers on the methodologies and functionality provided by CRIMS. Advise on best practices regarding the implementation and operation of Charles River solutions and services.
• Monitor and evaluate customer requirements to identify potential enhancements to Charles River solutions and services. Document and communicate product improvements as part of customer-specific implementation projects or in response to trends in the marketplace.
• Contribute to software quality by clearly communicating defects to Client Support and Product Management. Support the defect resolution process by providing clear descriptions of defects and validating the resulting fixes. Identify errors and mistakes in documentation and suggest corrections and improvements.

Senior Implementation Manager – IBOR, Charles River Development

• Act as the primary point of contact for customers throughout the entire lifecycle, from onboarding to ongoing relationship management.
• Analyze KPIs and campaign data to identify strengths, weaknesses, and areas for optimization.
• Develop and nurture long-term client relationships, with a focus on increasing retention and growing revenue.
• Become an expert on our digital and print products/services.
• Provide proactive customer support, addressing any concerns or issues that arise and ensuring timely resolution.
• Recommend new products and promotional opportunities to current clients and handle objections efficiently.
• Join forces with sales teams to develop upsell opportunities and drive incremental revenue growth.
• Lead internal teams in the execution of client campaigns, ensuring successful delivery of services and meeting client expectations.
• Manage client pipeline and monthly revenue forecast in Salesforce.com. Stay up to date on industry trends and best practices, continuously seeking ways to improve client outcomes.
• Create and deliver customized performance reports on digital media campaigns (including SEO, SEM, social media, and web analytics), providing actionable insights and recommendations.
• Utilize our AI-powered software to enhance every stage of the sales cycle, from prospecting and planning to presenting and closing deals.

Customer Success Strategist

• Build deep, trusted relationships with a portfolio of high-value, strategic customers. Understand their business objectives and create customized strategies to drive value and achieve measurable outcomes.
• Champion the adoption of Maze solutions by proactively identifying opportunities for growth and recommending tailored use cases aligned with the client’s evolving needs and strategic priorities.
• Act as a consultant and thought partner to C-level executives and key stakeholders, providing insights that elevate their research practices and demonstrate the impact of Maze’s solutions on their business goals.
• Conduct regular, impactful Business Reviews to articulate ROI, deliver insights, and strengthen alignment with client leadership and budget owners.
• Serve as the voice of the customer within Maze, providing actionable feedback to product, sales, marketing, and support teams to continuously improve our offerings and align with client needs.
• Proactively identify challenges and provide creative, scalable solutions to ensure client success, leveraging internal resources and cross-functional collaboration.
• Partner with Account Executives (AEs) and Account Managers (AMs) to ensure renewals and identify expansion opportunities, contributing to both customer retention and revenue growth.
• Work closely with Sales, Product, Marketing, and Research Partner teams to deliver a cohesive, high-impact customer experience that reinforces Maze’s value proposition.

Strategic Customer Success Manager

• Ensure the client has the best understanding of our platform, technical capabilities, and know how to enable their success, while learning about their unique business needs and how they align with future product development at Breezeway.
• Accelerate new user adoption through functional and conceptual instruction and provide ongoing education on new features.
• Maintain continuous engagement with clients to increase value and build confidence in the product.
• Drive further adoption and identify upsell opportunities.
• Identify business churn risks early, and create action plans to circumvent them.
• Develop strategies for engagement, adoption, and success planning, by analyzing data and client feedback. Further drive value by identifying additional upsell and cross-sell opportunities.
• Represent the voice of the client internally, and provide feedback that enables continuous development and improvement of how we do business.
• Apply a solution-oriented approach to meeting client needs, and escalate client issues quickly.

Client Success Manager

• Develop deep expertise in Snapsheet’s SaaS products to guide customers through implementations
• Lead end-to-end implementations for global insurance carriers
• Act as the primary project manager and day-to-day client contact, ensuring timely and high-quality launches
• Use a consultative approach to identify customer pain points, goals, and optimal platform configurations
• Create and manage implementation plans, including onboarding, training, integrations, and launch milestones
• Lead integration and configuration discussions with technical support as needed
• Identify opportunities for automation, engagement, and post-launch optimization using customer metrics
• Partner with training and Customer Success teams to drive adoption and ensure a smooth transition
• Drive proactive communication with customers and internal stakeholders
• Gather and translate customer feedback into product and enhancement recommendations
• Leverage competitive insights and best practices to improve client outcomes and grow the business

Strategy and Implementation Manager

• Lead the technical implementation workstream for enterprise customer deployments from kickoff through go‑live
• Conduct technical discovery related to customer environments, identity systems, integrations, data sources, and deployment requirements
• Translate business and implementation requirements into scalable, customer‑centric technical configuration and deployment plans
• Define, document, and manage technical design decisions aligned with platform standards and long‑term maintainability
• Partner collaboratively with Customer Success and Implementation teams to ensure technical execution aligns with the overall rollout strategy
• Track and document technical implementation activities to support transparency, knowledge sharing, and repeatability
• Lead configuration and troubleshooting of single sign‑on (SSO) and user provisioning using SAML, OIDC, and related technologies
• Collaborate authentically with customer IT and security teams to validate connectivity, certificates, claims mapping, and identity architecture
• Support enterprise security readiness reviews and document final configurations for long‑term operational success
• Scope, design, and configure integrations with upstream and downstream customer systems
• Lead validation of APIs, file‑based integrations, middleware workflows, and data exchange patterns
• Troubleshoot and resolve integration issues during implementation and testing with a calm, solutions‑oriented approach
• Lead planning and execution of data migrations, imports, and configuration deployments
• Validate source data quality, mappings, transformations, and readiness for import
• Perform technical validation prior to customer UAT and go‑live to ensure reliability and scalability
• Support technical test planning for SSO, integrations, data loads, and environment configuration
• Identify and communicate technical risks, dependencies, and blockers impacting launch readiness
• Define and evolve standard patterns for integrations, data loads, SSO configuration, and environment setup
• Create documentation and technical accelerators that reduce manual effort and improve implementation velocity

See all jobs on JobTailor

Lifecycle Marketing Specialist, CRM Specialist

Customer Success Manager

Client Success Specialist

Customer Success Manager

Senior Implementation Manager

Client Experience Specialist

Strategic Implementation Consultant – Public Sector

Practice Success Manager

Associate Clinical Specialist, CRM

Associate Clinical Specialist, CRM

Client Experience Manager

Onboarding Coordinator

Senior Implementation Consultant

Senior Manager – Customer Onboarding

Senior Implementation Manager – IBOR, Charles River Development

Customer Success Strategist

Strategic Customer Success Manager

Client Success Manager

Strategy and Implementation Manager

Technical Implementation Consultant