Customer Success Manager

• 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

• Partner with the respective Territory Manager on sales strategies to maximize revenue with assigned and prospective accounts
• Answers incoming calls from assigned accounts to take sales orders and/or handle customer service issues
• Initiates proactive calls to established accounts in order to grow sales revenue and develop customer loyalty
• Assist accounts in the research and purchase of items that are both stocked and non-stocked by Animal Health and manufacturer partners
• Deliver excellent customer service by communicating with purchasers and utilizing reference materials, as needed, to follow through with accounts
• Assist accounts with questions or concerns while maintaining a professional and friendly attitude
• Assist accounts with the return of incorrect or damaged merchandise within the guidelines established by Animal Health and the manufacturers we represent
• Attend weekly sales meetings to keep informed on new products, changes within the industry, and changes within Animal Health
• Process orders for assigned territory
• Monitor backorder status for accounts
• May gather information regarding assigned territory or accounts and share any necessary information with TM partner
• Contact accounts to gather information, offer appropriate specials and programs, and communicate industry information, which might affect or benefit the account and the Company

Customer Engagement Representative II

• Provide exceptional service, advisement and order-taking for clients and veterinarians that call Platinum Performance daily
• Apply critical thinking and problem solving to provide supplement recommendations for clients and their animals
• Serve and nurture client relationships to achieve a targeted NPS and targeted retention
• Compose clear correspondence to clients through email and text to provide the highest level of friendly, informed, and personalized service recommending products that produce results or to solve moderately complex problems
• Work cohesively with other Platinum Advisors and Client Success Manager to learn with a growth mindset
• Shows capacity to learn both technical (nutrition) and operational (systems) skills
• May seek input of other Advisors or assist to serve as a resource for the minimally complex problems
• Work collaboratively and cross functionally with other departments within Platinum Performance including Production, Quality Assurance, and Shipping.

Client Success Advisor

Implementation Specialist

• Supports the SVP, Chief Growth Officer in executing growth strategies with a primary focus on client implementation quality, delivery performance, and execution integrity.
• Oversees and is accountable for quality assurance across client implementations, including adherence to documented requirements, contractual obligations, and internal delivery standards.
• Drives accountability for implementation accuracy, completeness, and timeliness, including oversight of post ‑ implementation reviews and corrective action plans.
• Leads continuous improvement efforts to strengthen delivery quality, operational controls, and client experience, informed by implementation outcomes and client feedback.
• Provides executive oversight of the Implementation, Technical Oversight, and Business Development Systems teams to ensure quality controls are embedded throughout the implementation lifecycle.
• Establishes and monitors quality metrics, service standards, and performance indicators and guarantees related to client onboarding, product activation, and ongoing delivery.
• Identifies, escalates, and mitigates delivery risks, including implementation defects, documentation gaps, or breakdowns in cross ‑ functional handoffs.
• Provide operational and quality oversight for assigned functional areas, ensuring processes, controls, and outputs meet defined standards, regulatory requirements, and internal policies.
• Own end ‑ to ‑ end issue management, including intake, triage, root cause analysis, remediation planning, and closure of operational, compliance, or provider ‑ related issues.
• Establish and oversee quality assurance and control frameworks, including routine monitoring, exception tracking, testing, and documentation of corrective actions.
• Monitor trends in errors, defects, rework, complaints, and escalations; implement preventive controls and process improvements to reduce recurrence.
• Partners with the Accreditation and Clinical Quality teams to ensure client implementation and delivery practices align with applicable accreditation standards, service excellence requirements, and clinical quality expectations, including readiness for audits, reviews, and ongoing compliance obligations.
• Advances company quality objectives by embedding accreditation ‑ informed quality standards into client delivery models, implementation governance, and continuous improvement initiatives, ensuring consistency between client outcomes, regulatory expectations, and Navitus ’ s broader quality strategy.
• Partners with Sales, Product, Customer Success, Proposals, and Navitus leadership teams to ensure that market feedback is reflected in the delivery of services, marketing presentations, and responses to RFPs.
• Ensure adherence to policies, procedures, and contractual requirements, and support audit readiness through strong documentation, evidence management, and issue remediation.
• Collaborates with VP, Enterprise Product Strategy to ensure products and services are designed and implemented in a manner that supports consistent, high ‑ quality delivery.
• Partners with Navitus leadership to refine implementation models, operating cadences, and governance forums focused on delivery quality and client outcomes.
• Enhances Navitus’s reputation for excellence by ensuring reliable, high ‑ quality service delivery to clients and partners.
• Drives accountability for value realization through oversight of the Implementation team and post-implementation program reviews.
• Leads, develops and inspires high ‑ performing teams by providing strategic direction, aligning talent and resources with organizational goals, and emphasizing accountability, quality ownership, and continuous improvement across key initiatives.
• Mentor and develop team members through coaching, feedback, and career planning, building a strong pipeline of future leaders and supporting professional growth.
• Participates in, adheres to, and supports compliance, people and culture, and learning programs.
• Performs other duties as assigned.

VP, PBM Client Implementation – Delivery Quality

Customer Advocate

• Primary relationship owner for one or more practice clients
• Ensure all RCM work is getting done and done well
• Conduct weekly dashboard review and coordinate with the offshore team
• Create and maintain client support documentation
• Act as the communication bridge between the client's teams and the RCM Specialists

Revenue Cycle Management, Client Champion

• Accountable for leading and executing growth initiatives with a strong emphasis on high‑quality client implementation
• Oversees and is accountable for quality assurance across client implementations
• Drives accountability for implementation accuracy, completeness, and timeliness
• Leads continuous improvement efforts to strengthen delivery quality and operational controls
• Provides executive oversight of the Implementation, Technical Oversight, and Business Development Systems teams
• Establishes and monitors quality metrics, service standards, and performance indicators
• Identifies, escalates, and mitigates delivery risks
• Owns end‑to‑end issue management
• Establishes and oversees quality assurance and control frameworks
• Partners with the Accreditation and Clinical Quality teams to ensure practices align with accreditation standards
• Partners with Sales, Product, Customer Success, Proposals, and leadership teams to ensure market feedback is reflected
• Collaborates with VP, Enterprise Product Strategy to ensure products and services support delivery quality.

• Grow with an Ownership Mindset: Champion continuous learning and innovation, tackle real problems, create tangible solutions, and drive results.
• Collaborate with Peers and Leaders Alike: Work in a transparent and respectful environment where feedback flows freely.
• Experience a High-Performance Culture and Clear Purpose: Achieve specific goals with shared accountability, celebrating milestones and learning from challenges.
• Drive the onboarding process for new merchants joining ShipBob.
• Guide merchants to configure and optimize software and fulfillment services confidently.
• Swiftly address challenges and provide scalable solutions to our merchants, setting them on the path to sustained success.
• Establish and maintain communication with key stakeholders to set expectations for key deliverables, timelines, and milestones.
• Proactively identify potential project risks and help develop mitigation strategies.
• Conduct tailored training sessions for all stakeholders based on merchant needs and specific dashboard configurations.

Senior Merchant Implementation Manager

• Develop automation prototype design solutions tailored to the needs of each project
• selecting and integrating MHE equipment and creating detailed system layouts
• Analyze, procure and integrate the necessary MHE equipment into the automation system
• Collaborate with Operations, Engineering, Maintenance, and site leaders to understand their specific requirements
• Analyze current material handling processes and workflows to identify opportunities for optimization
• Test the material handling automation system to ensure functionality

Senior Automation Implementation Engineer

• 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

• Own executive-level relationships for strategic healthcare client accounts.
• Lead quarterly business reviews, renewal discussions, and ongoing executive engagement.
• Proactively monitor client health, adoption, satisfaction, and retention trends.
• Partner cross-functionally with Sales, Product, Operations, and Support teams to deliver seamless client experiences.
• Identify growth opportunities while mitigating client risks and driving long-term retention.
• Travel up to 25% as needed.

Director, Client Success

• 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

• 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 by providing ongoing education on new features and products.
• Drive further adoption.
• 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, Spanish

• Partners with Sales to define and identify success outcomes and KPIs from an OEM/ISV customer point of view for their assigned projects or initiatives
• Develops a roadmap to deliver these success outcomes and target KPIs
• Assists OEMs/ISV customers with defining project/initiative strategy around CDK solutions: working with customers to ensure they understand CDK's products and how best to utilize them for their individual needs and goals
• Fields questions and directs clients to appropriate support resources
• Maintains pre-established relationships and assists in building/creating new relationships with OEM/ISV management
• Demonstrates expertise in CDK products, establishing a reputation for being a trusted advisor
• Assesses risk factors, identifies risk mitigation strategies to ensure continued success
• Works with Sales and Marketing to create prospecting opportunities
• Prepares client specific reports and presentations for the purposes of educating and driving growth in the client’s organization
• Contributes and presents content in Strategic Business Reviews
• Identifies trends to help create solutions for identified gaps using analytics
• Identifies opportunities, creating a plan for addressing training needs for OEM/ISV staff
• Makes recommendations and assists client with industry best practices and solutions
• Is seen as a key business partner with Sales, helping to grow the CDK business by proactively identifying opportunities to grow our business with the client
• Drives true value for customers
• Successfully identifies and implements strategies for retaining “at risk” projects/initiatives
• Develops a productive working relationship with Lead CSMs; leaning in and assisting where needed
• Mentors CSMs on best practices, teaching engagement as it pertains to solutions for client needs
• Seeks and listens to feedback
• Provides recognition to peers
• Mentors and trains junior staff on risk mitigation strategies, client recommendations and best practices
• Utilizes Totango to document value-added conversations & engagements with ISV/OEM partners

Senior Customer Success Manager – OEM

• Lead and deliver greenfield implementations of Dynamics 365 Finance and CRM modules.
• Translate business requirements into functional and technical solution designs.
• Configure, customize, and deploy Dynamics 365 Finance and CRM solutions.
• Own full lifecycle implementations including requirement gathering, design, build, testing, deployment, and hypercare support.
• Design and implement voice/telephony integrations with Dynamics 365 (CTI, call routing, call logging, screen pops, case creation).
• Collaborate with telephony vendors and infrastructure teams on integration design.
• Design and manage integrations using Power Platform, Azure services, and APIs.
• Support data migration, validation, and reconciliation activities.
• Ensure security, compliance, and governance standards are met.
• Collaborate with business and IT stakeholders and provide implementation best-practice guidance.

Dynamics 365 Implementation Consultant

• Define and execute the strategy for Tithely’s customer community, including engagement goals, customer value, and long-term growth.
• Own and manage the community platform and related communication tools.
• Develop and implement programs that increase customer participation, engagement, and advocacy within the community.
• Lead customer-facing communications during critical incidents such as outages, bugs, maintenance windows, and other high-impact events.
• Create and manage lifecycle messaging strategies that keep customers informed without over-communicating.
• Establish consistent messaging standards, tone, and communication cadences across customer touchpoints.
• Own and scale Tithely’s Voice of Customer program, transforming customer feedback into actionable business insights.
• Aggregate and analyze feedback from support tickets, surveys, NPS responses, community discussions, and direct customer interactions.
• Build reporting frameworks that surface trends across customer segments, products, and lifecycle stages.
• Partner cross-functionally with Product, Sales, Support, and Leadership to distribute VOC insights and influence decision-making.
• Track and communicate how customer feedback is acted upon to reinforce customer trust and engagement.
• Map and optimize the end-to-end customer journey, identifying opportunities to reduce friction and improve the customer experience.
• Partner with cross-functional teams to ensure customer experiences align with intended processes and company standards.
• Identify key moments that drive customer satisfaction, retention, and long-term loyalty.

Customer Engagement Manager

• Manage large amounts of incoming phone calls
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customers through open and interactive communication
• Provide accurate, valid, and complete information by using the right methods/tools
• Meet personal/team sales targets and call handling quotas
• Keep accurate records of customer interactions and account related information

Customer Engagement Specialist, Inbound

• Manage a high-revenue book of business, driving growth and long-term retention across your merchant portfolio.
• Collaborate with internal leadership and teams to continuously improve and innovate the merchant experience.
• Source and close expansion deals within your merchant book of business.
• Manage contractual negotiations & renewals to secure long-term partnerships with our top merchants.
• Partner cross-functionally with internal stakeholders to continuously improve the merchant experience.
• Analyze merchant supply chains to identify performance opportunities, operational efficiencies, and risk mitigation strategies.
• Conduct quarterly business reviews, in-person, when possible, to build trusted and lasting relationships at all levels of the merchant business.
• Apply data and analytics to inform decisions, identify trends, and recommend strategic actions.
• Additional duties and responsibilities as necessary.

Lead Merchant Success Manager

• Plan, direct, coordinate, and report project activities in alignment with department standards and project management methodology.
• Oversee multiple department-level projects, ensuring timely deliverables within budgetary constraints and cost effectiveness.
• Drive project outcomes through planning, scope management, resource allocation, risk mitigation, and stakeholder communication.
• Assemble and lead project teams by assigning responsibilities, securing resources, and providing guidance to team members.
• Prepare and present key discussion topics, decisions, and recommendations to leadership.
• Proactively manage the people side of change to ensure the organization sustains project benefits.
• Define, collect, and analyze metrics to keep projects on target and recommend corrective actions as needed.
• Keep leadership informed of key issues impacting project completion, budget, or outcomes, and ensure timely problem resolution.

Project Implementation Manager I/II

• Lead, mentor, and develop the Southwest Customer Success team, ensuring consistent excellence across all markets.
• Apply deep regional knowledge to guide customer strategy, team processes, and cross-functional alignment.
• Support career development, operational rigor, and leadership readiness across the Southwest CSM team.
• Own Gross Revenue Retention and reduce churn across the Southwest Enterprise portfolio.
• Drive customer value realization to support strong renewals and expansions.
• Maintain accurate forecasting across retention and growth KPIs.
• Champion a frictionless, value-driven customer journey across every touchpoint.
• Partner closely with Sales, Renewals, Professional Services, Success Engineering, Support, and Channel to deliver cohesive customer outcomes.
• Serve as the primary escalation point for customer issues.
• Represent the voice of customer to internal stakeholders and influence product, process, and strategic decisions.
• Implement scalable processes to support rapid growth across the Southwest Team.
• Empower the team to innovate, solve problems, and deliver exceptional customer experiences.
• Manage competing priorities with expert judgment and clarity in a dynamic, evolving environment.

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