Customer Success Manager

• Serve as the primary point of contact for customers, fostering strong relationships with government end users and commercial clients.
• Conduct regular Quarterly Business Reviews (QBRs) to communicate progress, gather feedback, and ensure alignment with customer goals.
• Responsible for renewals, upsells, and cross sells.
• Partner closely with engineering and product teams to ensure timely and successful delivery of technical solutions.
• Translate customer needs into actionable requirements, ensuring seamless integration and deployment of our PaaS solutions.
• Guide customers through the Authority to Operate (ATO) compliance process, ensuring they meet necessary security and regulatory standards.
• Stay up-to-date on compliance trends, government requirements, and cloud security best practices to support customer success.
• Serve as a trusted technical advisor, helping customers optimize their use of our platform.
• Advocate for customers by sharing feedback and insights to inform product development and enhancements.
• Monitor customer success metrics, including adoption rates, satisfaction scores, and retention, to identify opportunities for improvement.
• Develop and execute strategies to improve customer outcomes and increase platform utilization.

Mission Success Manager

• Serve as the primary point of contact for a portfolio of federal customers throughout the customer lifecycle.
• Coordinate customer engagements to ensure commitments, deliverables, and key objectives are completed on schedule, while maintaining accurate engagement records and status reporting.
• Conduct regular business reviews, success planning sessions, and customer health assessments.
• Coordinate customer communications during product updates, releases, and service-impacting events.
• Develop a deep understanding of customer missions, priorities, and operational environments.
• Partner with customers to ensure successful onboarding, deployment, adoption, and ongoing use of HiddenLayer solutions.
• Monitor customer health and proactively mitigate risks that could impact customer success, satisfaction, or renewal.
• Capture, prioritize, and communicate customer feedback to Product and Engineering teams.
• Represent customer requirements and mission needs in internal discussions and product planning activities.
• Partner with Account Executives and leadership to support contract renewals, option year exercises, and expansion opportunities.

Customer Success Manager – Federal

• Drive customer onboarding, product adoption, and ongoing engagement across your portfolio
• Align product value to customer business outcomes, ensuring customers realize measurable ROI
• Lead strategic business reviews and customer success planning sessions
• Deliver proactive recommendations and best practices that improve customer outcomes
• Monitor customer health, product usage, and engagement trends to identify churn risk early
• Execute mitigation strategies and success playbooks for at-risk accounts
• Partner with Account Management on save motions, retention plans, and renewal strategies
• Build trusted relationships with customer stakeholders at all levels of the organization
• Serve as the primary strategic advisor for product adoption and operational best practices
• Execute proactive engagement cadences and lifecycle strategies across your book of business
• Maintain accurate customer health data, account insights, and lifecycle tracking in Salesforce and CS platforms
• Execute customer success playbooks and engagement frameworks with consistency and discipline
• Leverage customer signals and usage data to prioritize action and drive outcomes at scale
• Contribute to scalable CS processes, programs, and operational improvements
• Identify customer growth opportunities through usage trends, business needs, and stakeholder conversations
• Partner with Account Management to surface and support expansion strategies
• Advocate for customer needs internally while balancing business objectives

Senior Customer Success Manager

Implementation 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

• - Maintain strong accountability across 15–20 concurrent implementations, ensuring deadlines are met and blockers are addressed with urgency
• - Own the project management of implementation from kickoff through go-live, tracking milestones, managing risks, and keeping everyone aligned
• - Lead internal and external discovery to understand customer needs and design tailored implementation plans
• - Scope and shepherd HRIS integrations, including reading API docs, mapping data, and reducing engineering dependency where you can
• - Coordinate internal teams across integrations, product, and support to ensure timely delivery and clear communication
• - Act as a trusted advisor to enterprise customers, offering strategic workflow guidance and product best practices
• - Ensure a smooth handover to our Customer Success team post-implementation, while staying involved through early adoption to support long-term success
• - Develop and deliver scalable customer training: live sessions, train-the-trainer programs, and asynchronous enablement materials
• **Tech stack:** Arrows, HubSpot, ClickUp, Slack, Intercom, Linear, Guru

Enterprise Implementation Manager

• Maintain strong accountability across 15–20 concurrent implementations, ensuring deadlines are met and blockers are addressed with urgency
• Own the project management of implementation from kickoff through go-live, tracking milestones, managing risks, and keeping everyone aligned
• Lead internal and external discovery to understand customer needs and design tailored implementation plans
• Scope and shepherd HRIS integrations, including reading API docs, mapping data, and reducing engineering dependency where you can
• Coordinate internal teams across integrations, product, and support to ensure timely delivery and clear communication
• Act as a trusted advisor to enterprise customers, offering strategic workflow guidance and product best practices
• Ensure a smooth handover to our Customer Success team post-implementation, while staying involved through early adoption to support long-term success
• Develop and deliver scalable customer training: live sessions, train-the-trainer programs, and asynchronous enablement materials

Implementation Manager

• Own and cultivate client relationships for assigned clients through regular communication
• Oversee multiple client projects at one time, proactively monitor staff performance
• Manage project costs, identify and pursue new business opportunities at existing clients
• Maintain proactive and positive relationships with assigned clients
• Manage all assigned employees including regular on-site check-ins
• Address and resolve customer and employee issues timely and professionally
• Drive employee engagement and cultivate strong culture across company contracts
• Assist in the review and processing of weekly timecards and invoices each month
• Manage contract deliverables by proactively managing project staff to achieve deliverables as outlined in the scope of work
• Assist the recruiting team with filling open positions
• Engage directly with clients to present qualified candidates for client review and approval
• Identify opportunities for contract growth and new business pursuits

Client Engagement Manager

• Perform non-licensed administrative tasks for real estate agents. Identify and manage the contractual dates and deadlines and ensure the transaction is closed in a timely, efficient, and accurate manner.
• Ensure your real estate license remains in good standing to perform authorized licensed tasks, including drafting contract addendums and amendments.
• Collaborate closely with agent services department, agents or other third parties to ensure all proper documentation has been received for compliance in the transaction file in the appropriate systems.
• Organize all transaction details in applicable systems while providing continuous updates to the agent, client and third parties.
• Serve as all deal stakeholder’s point-of-contact for agents and their clients through closing, which includes obtaining documentation or information needed for clear to close.
• Own and execute full end-to-end transaction processing by entering transaction-related expenses, verifying accuracy of details, preparing commission invoices, calculating and finalizing commission payments, and proactively resolving discrepancies to ensure timely and accurate agent payouts.
• Regularly update and manage communication with all parties involved in the transaction.
• Prioritize service to the agent and all parties with a positive and engaging attitude to create a seamless experience.

Client Experience Specialist, Licensed

• Own and manage a portfolio of accounts with clear alignment at the project, program and leadership levels.
• Consultatively drive adoption by implementing success plans, building and expanding relationships, and delivering valuable performance insights.
• Help maintain customer documentation, success plan tracking, and account records.
• Track customer utilization and adoption metrics, highlighting trends or risks to the CSM team.
• Prepare dashboards, meeting summaries, and materials for QBRs/EBRs.
• Assist in gathering customer feedback and organizing it for internal teams.
• Convey value by demonstrating progress in the customer’s program outcomes.
• Hold Strategic /Executive Business Reviews to ensure value is realized at the leadership level.
• Identify and support expansion opportunities by working with Sales to increase customer adoption and business objectives.
• Collaborate with Product, Support, and Professional Services teams to ensure customers receive coordinated, consistent service.
• Document product issues or enhancement requests and monitor progress toward resolution.
• Support internal process improvements, including the use of AI tools to increase efficiency where appropriate.
• Identify and facilitate training sessions, webinars, and resources that guide customers to increased adoption and best practices.
• Maintain up‑to‑date knowledge of SimpliGov features to provide accurate guidance and direct customers to appropriate resources.

Onboarding Specialist

• Serve as the primary point of contact for all new hires from offer acceptance through role integration
• Schedule, coordinate, and facilitate new hire orientation sessions
• Deliver onboarding content across BMO standards, company culture, tools, and processes
• Coordinate with HR, IT, and functional leaders to ensure new hire equipment, access, and pre-start logistics are completed on time
• Manage onboarding checklists, timelines, and follow-through tasks for each new hire cohort
• Assist the Onboarding & Training Specialist in updating and maintaining onboarding materials
• Track and document onboarding milestone completion, participation records, and new hire progress
• Provide general administrative support to the BMO team as needed

Onboarding Coordinator

• Own the Customer Success operating cadence
• Lead the daily, weekly, monthly, and quarterly business rhythm for Customer Success in tune with Sales, Product, and Company-level cadences.
• Convene key operating reviews, develop analyses, surface insights, and drive actions against business metrics including card spend, marketplace utilization, and AI software adoption, retention, and expansion.
• Drive customer utilization, adoption, and retention
• Partner closely with Customer Success, Sales, and Product leadership to improve medium and long-term card and marketplace spend as well as AI product GDR and NDR.
• Constantly review and recommend changes to operating metrics, segmentation, and team structure
• Turn data into insights and execution
• Build analyses, dashboards, KPI frameworks, and forecasts to identify trends, root causes, and growth opportunities. Translate insights into pragmatic recommendations and measurable action.
• Build scalable systems and processes
• Design and improve workflows, segmentation, forecasting, reporting, and operational processes.
• Own and lead software adoption and/or AI tool development.
• Own quarterly and annual planning processes
• Work closely with leaders across Customer Success, Sales, Product, Finance, and Operations on planning, performance management, and strategic initiatives.
• Partner with finance, leadership to define the strategy, budgets, organizational priorities, and long-term investments needed to scale Customer Success and accelerate business growth.

Customer Success Strategy – Operations Lead

• Lead the end-to-end implementation of PMIS solutions for clients, following best practices and project management standards.
• Engage with client stakeholders to gather requirements, understand workflows, and define project scope.
• Configure PMIS platforms to align with client processes and requirements, ensuring seamless integration with existing systems.
• Administer and maintain the eBuilder environment, including project setup, user provisioning, role/permissions management, and system configuration changes.
• Design, configure, and maintain templates, dashboards, reports, mail merges, document workflows, and other artifacts within eBuilder.
• Liaise with project teams (Task Leads, Document Control, Procurement, etc.) to gather requirements, translate into system configurations, and prioritize enhancements.
• Provide system support and troubleshooting for users.
• Develop training materials and deliver training sessions, refreshers, and onboarding for new users.
• Review and interpret product release notes and enhancements; assess impact on existing configurations; implement updates or changes as needed.
• Manage report and folder subscriptions, user dashboards, and automated notifications.
• Develop and deliver training materials and sessions to ensure successful user adoption.
• Provide ongoing support and troubleshooting for clients post-implementation, addressing any system issues or user inquiries.
• Monitor project progress, assess risks, and report on implementation milestones to stakeholders and management.
• Stay updated on industry trends, advancements in PMIS technology, and best practices to provide knowledgeable recommendations to clients.
• Collaborate with cross-functional teams, including IT, project controls, and client management, to ensure successful integration and use of PMIS tools.
• Contribute to the continuous improvement of Procon's PMIS services and offerings.

PMIS Implementation Consultant – Federal Sector

• Act as a CXC ambassador, delivering a world-class experience for guests through exceptional service and engagement.
• Lead CXC tours with technical subject matter experts, ensuring that our key messaging and unique value propositions are communicated effectively and professionally.
• Forge and maintain relationships with cross-functional teams to stay updated on audience profiles, historical customer interactions, and industry-specific trends and drivers.
• Apply innovation and creativity to create compelling presentations and demos tailored to various audience segments, aimed at maximizing engagement.
• Develop and execute content updates to reflect newly launched Honeywell products and services, ensuring that our presentations remain current and relevant.
• Proactively market the CXC, compiling quarterly and annual reports to demonstrate the center's operational effectiveness.
• Analyze markets and monitor competitor activities, leveraging customer insights to identify growth opportunities.
• Oversee daily operations and logistics, including scheduling customer visits and managing all aspects of tours and presentations at the CXC.
• Effectively manage project budgets, timelines, and resources, ensuring optimal outcomes.
• Ensure technical maintenance and upgrades of the center are conducted as needed to maintain a state-of-the-art experience.

Senior Customer Engagement Specialist

• Serve as the single point of customer accountability responsible for the delivery of all Signature deliverables, the overall customer experience, and renewal and expansion
• Coordinate all deliverables the customer is entitled to, overseeing the experience throughout the Signature lifecycle
• Apply the correct processes to address customer needs and ensure value is delivered through the Signature offer
• Drive adoption of Sales and Service Cloud features with reps, agents, managers, supervisors, and ops teams
• Develop and maintain strong relationships at key stakeholder levels
• Conduct quarterly reviews of feature usage to drive adoption of tools like Journey Builder or Commerce Promotions
• Serve as the primary interface for major incidents to protect peak revenue

Customer Success Manager – Core, Sales & Service Clouds – Public Sector

• Own a portfolio of enterprise grocery retail accounts on Storefront Pro; build strong relationships with retailer stakeholders to drive adoption, expansion, and renewals across web, app, and omnichannel experiences.
• Serve as a trusted advisor to retail digital, marketing, and operations leaders — providing strategic guidance on e-commerce program growth, change management, and value realization across the full platform.
• Support end-to-end platform launches, success metrics, milestones, and risk mitigation plans.
• Maintain and refine playbooks, account health scoring, and QBR cadences; forecast account health and surface voice-of-customer insights that inform Storefront Pro's product roadmap and prioritization.
• Lead resolution of cross-functional escalations spanning platform, integrations, catalog, and fulfillment operations; contribute to post-mortems and implement preventative improvements.
• Quantify ROI (e.g., year-over-year online sales growth, basket size, conversion rate, retail media revenue) and present outcomes to retailer stakeholders; support multi-year commercial strategies and platform expansion conversations.
• Help retailers unlock the full value of the Storefront Pro ecosystem — including, loyalty and coupon integrations, AI-powered personalization, and merchandising tools.
• Travel up to 30% for onsite retailer visits, launch support, and partner meetings as needed.

Senior Customer Success Manager, Storefront Pro

• Reports to the Director, Partner Success
• Responsible for supporting the Partner Success team to maintain on-going relationships with leading companies across all health care industry sectors
• Mix of data integrity maintenance and tactical program implementation
• Provides weekly, trusted, tracking and visibility for the partner success team to accurately track progress against milestones and deadlines
• Drives and owns weekly goals meetings with data that allows partner success leaders to effectively prioritize their time and focus
• Creates and maintains effective Salesforce dashboards and reports
• Makes sure Salesforce records are up to date and correct at all times
• Takes a proactive approach to supporting partner success strategy
• Identify and Track Opportunities for Upsell, Based on Client Needs
• Continually Refines Processes to Better Serve partner Needs
• Manages Clear Communication Pathways to Prevent Friction Around Sponsor Delivery Internally and Externally
• Manages day-to-day progress of all sponsorships including communications, proposals, problem-solving, project design and implementation
• Tracks milestones and objectives of each sponsor and manages relationships to create desired value
• Provides admin support to partner success team members for sponsor onboarding and planning calls

Coordinator, Partner Success

• Advocate For Customers: Act as the voice of the customer within the organization.
• Manage Customer Requirements: Serve as project manager for new feature development.
• Be a Legion Expert: Develop hands-on technical knowledge of Legion’s product.
• Lead Customer Onboarding: Train customers on how to use the platform.
• Demonstrate Value: Work with customers to understand what matters to them.
• Build High-Quality Relationships: Develop relationships with multiple levels of customer stakeholders.
• Ensure Renewals: Work closely with sales teams to minimize churn risks.
• Provide Feedback: Gather customer feedback to relay to the engineering team.
• Manage Issues: Collaborate with engineering to resolve customer issues.

• Implementation Project lead for planning, design, communication, and execution of scoped requirements
• Creation and utilization of customer project plans, risk identification and remediation planning
• Responsible for internal and external program documentation
• Effectively hosts project calls & discovery workshops with onboarding clients
• Develop and execute strategies to achieve workable customer solutions in line with company goals and scope requirements
• Ensure KPIs (Key Performance Indicators) are on target and effectively communicated to all levels of the organization
• Management of internal and external project expectations and communication
• Organization of customization scoping, documentation, tracking, and invoicing (as applicable)
• Ensures testing of application functionality alongside the Technical Implementation Specialist
• Successful team coordination of initial customer implementation and ongoing platform upgrades
• Manage a team of technical specialists responsible for platform build and project plan execution
• Responsible for overall project quality control throughout development, maintaining brightfin delivery standards
• Establish and maintain strong business relationships with internal and external teams
• Coordinates training and lifecycle transition stages internally and externally
• Identifies business value provided by the contracted solution; understands the business objectives of customers at various stages of the relationship to align services with those objectives
• Capture system or process enhancement opportunities; document and communicate enhancements to appropriate internal stakeholders for work/cost estimations.
• Maintains up to date brightfin application technical knowledge and industry best practices
• Ensures tools are in place for optimal operational efficiency based on brightfin initiatives.

• Manage the deployment of Samsara technology to Mid-Market customers
• Ensure our customers increase the safety, efficiency, and sustainability of their operations with our IoT platform.
• Track implementation progress, participation, product adoption, and account health.
• Create launch plans and a roadmap to increase product usage.
• Deeply understand the Samsara platform’s capabilities and explain them to customers of all types.
• Run training sessions, demonstrate Samsara’s technology, and work through challenges with executives and day-to-day users of the system across numerous use cases.
• Champion, role model, and embed Samsara’s cultural principles as we scale globally and across new offices.

Implementation Consultant

• drives measurable customer outcomes through disciplined program management of Success Plan and Get Well Plan execution
• ensures customers realize verified value from the solutions they have purchased by orchestrating cross-functional resources
• proactively identifying risks, escalating when necessary, and maintaining accountability to defined outcome objectives
• serves as the central point of coordination, governance, and momentum to ensure customer success is intentional, measurable, and achieved

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Mission Success Manager

Customer Success Manager – Federal

Senior Customer Success Manager

Strategic Implementation Consultant – Public Sector

Enterprise Implementation Manager

Implementation Manager

Client Engagement Manager

Client Experience Specialist, Licensed

Customer Success Manager

Onboarding Coordinator

Customer Success Strategy – Operations Lead

PMIS Implementation Consultant – Federal Sector

Senior Customer Engagement Specialist

Customer Success Manager – Core, Sales & Service Clouds – Public Sector

Senior Customer Success Manager, Storefront Pro

Coordinator, Partner Success

Customer Success Manager – Federal

Implementation Manager

Implementation Consultant

Federal Customer Success Manager