Customer Success Manager

• Own post-sale success for a portfolio of customers, serving as the primary point of contact.
• Build trusted relationships with customer stakeholders, understand their goals and timelines, and align Oura's capabilities to what success actually looks like for their team.
• Drive adoption, engagement, and retention by ensuring customers realize clear value from Oura’s products and services.
• Lead specialized onboarding for research teams, managing deployment logistics for study participants and ongoing lifecycle execution in partnership with Sales.
• Monitor account health, proactively identifying risks, renewal needs, and expansion opportunities.
• Collaborate cross-functionally with Sales, Enterprise Support, Product, and Operations to deliver a seamless customer experience.
• Apply an understanding of research environments — including data privacy considerations (GDPR/HIPAA) and stakeholder structures — to tailor your approach for each customer.
• Manage multiple customer initiatives with strong execution, clear communication, and sound project management.
• Capture and share customer insights to inform product and process improvements.
• Maintain accurate account records and engagement data in CRM and internal systems.
• Own post-sale relationships for a portfolio of customers and/or partners, serving as the primary point of contact for ongoing success.

Customer Success Manager, Research

• Lead day-to-day onboarding execution: securing customer access, coordinating with the development team on technical setup, building out onboarding templates, and keeping projects moving from access through delivery.
• Partner closely with the Head of Customer Experience as a through line for customers — joining sales calls, kickoff meetings, data practices conversations, strategy sessions, and training engagements.
• Run customer-facing meetings independently once strategy is defined, including ongoing monthly check-ins and relationship management for an assigned book of churches.
• Translate between customers and the dev team: bring solutions back from engineering, follow up with customers on what's complete and what remains, and reduce the number of times an engineer has to be pulled into customer calls.
• Support documenting processes as they are designed — onboarding playbooks, support workflows, training best practices, ministry-specific strategies — so the team can scale.
• Identify what can be automated or delegated (including to AI tools) versus what must stay human and pastoral, and help build that operational backbone.
• Travel periodically for in-person training and customer engagements alongside the Head of Customer Experience.

Customer Advocate

• Manage a portfolio of customers within an assigned region.
• Engage end users and key stakeholders to ensure our solutions are successfully onboarded, configured for real-world workflows, and consistently used in mission-critical scenarios.
• Build and maintain strong, trusted relationships with operational leadership and end users across your assigned customer portfolio.
• Lead regular customer touchpoints (e.g., onboarding, QBRs/EBRs, health checks) to review usage, outcomes, and future needs.
• Apply a “Good-Better-Best” framework to guide customers from basic use to advanced, integrated workflows.
• Monitor account health via adoption, license activation, utilization, and customer feedback data.

Customer Success Advocate

• Coordinate and support operational readiness efforts for product releases, client education initiatives, and strategic cross-functional projects.
• Partner cross-functionally with Product, Client Success, Support, Marketing, and other internal teams to ensure alignment on communication, training, and client enablement efforts.
• Lead internal and client-facing enablement activities, including live trainings, webinars, release walkthroughs, onboarding sessions, and supporting educational materials.
• Own and evolve release communication and enablement processes, helping translate complex product updates into clear, actionable messaging for both internal teams and clients.
• Coordinate beta and early access initiatives, including participant communication, feedback collection, and operational follow-through.
• Identify operational gaps, friction points, and process improvement opportunities related to release readiness, adoption, and client experience workflows.
• Maintain and improve client-facing educational resources, including Knowledge Base content, Academy materials, in-app guidance, and contextual help systems.
• Support the execution of in-app messaging and digital enablement initiatives using platforms such as Pendo and ChurnZero to drive product awareness and adoption.
• Analyze training effectiveness, client feedback, and adoption trends to recommend improvements to enablement strategies and operational processes.
• Build scalable and repeatable processes that improve alignment, consistency, and execution across teams.
• Leverage AI tools and automation platforms to improve workflows, content development, and operational efficiency.
• Support strategic initiatives, team planning efforts, and cross-departmental operational priorities.
• Perform additional duties as assigned by the manager.

Senior Client Experience Specialist

Onboarding Specialist

• Oversee the onboarding of new plan sponsor retirement plans and the conversion of existing plans
• Provide customized service and communications throughout the installation process
• Manage relationships with plan sponsors, financial advisors, third party administrators
• Analyze deliverable dates and timetables to create detailed project plans
• Evaluate timelines for liquidation of investments and receipt of plan data
• Determine education options and delivery methods for plan sponsors and participants
• Delegate and monitor record keeping setup, asset transfer, allocation, and first deposits
• Ensure plan setup consultants prepare documents related to plans and contracts
• Conduct consultative discussions for plan reviews and assist plan sponsors with compliance questions

Intermediate Client Onboarding Manager – Mid-Market Retirement MEPs/PEPs

• Receive calls, respond to workflows and chat to answers basic to moderately complex questions from policyholders, medical providers, and sales agents on life, preneed, or health (such as Medicare supplement, dental, vision, hearing, Hospital Indemnity & Ancillary Products) policies such as claims, benefits, and premiums while protecting privacy as outlined by state and federal regulations.
• Receive and process basic to moderately complex changes such as premium refunds, deductible changes, co-insurance changes, network changes, refunds premiums, reconciliation, balancing, removing dependents, standard terminations and other related items.
• Document all aspects of customer claims to ensure file has all information required to fulfill policyholder and/or provider requests.
• Occasionally research systems, websites, and work with internal departments to accurately follow-up with and resolve basic to moderately complex policyholder and provider complaints and concerns, escalating issues appropriately to more experienced peers to resolve more complex issues and assisting peers through chat lines as needed.
• Plan, coordinate, and execute basic to moderately complex projects to support the business.
• Train, mentor, support, and develop less experienced customer success representatives by providing advice, coaching and educational opportunities.

Customer Success Specialist

• Participate in discovery, scoping, and design sessions to ensure alignment with client goals and success metrics.
• Coordinate AI Whisperer assignments for testing and simulation labs.
• Partner with product managers and service delivery teams to define reporting requirements and data markers.
• Contribute to branding guide development and persona design.
• Collaborate with product managers and AI whisperers to build and execute simulation scenarios.
• Support internal UAT and monitor live interactions during hypercare to ensure a smooth launch.
• Serve as the primary client-facing contact during go-live, stabilization and going forward.
• Ensure real-time updates to AI responses and promptly flag post-launch issues.
• Manage the workload and performance of assigned AI Whisperer team members.
• Track KPIs and digital agent performance metrics in collaboration with Service Delivery.
• Ensure KPIs are met; when gaps occur, partner with engineers to improve digital agent performance and customer experience.
• Maintain deep program knowledge and process expertise for assigned clients.
• Conduct regular client business reviews (weekly, monthly, quarterly) to assess performance and identify opportunities.
• Lead transcript audits and AI behavior reviews to inform tuning and roadmap updates.
• Collaborate with the product manager to align future development with client needs, ensuring the solution remains dynamic, scalable, and enriched with new use cases that deliver ongoing value.
• Manage client expectations and gather feedback to ensure outcomes align with KPIs.
• Facilitate feedback loops with AI product manager and AI engineers to drive continuous improvement.
• Ensure compliance with accessibility standards, data privacy regulations, and ethical AI practices.
• Stay current on AI trends, tools, and best practices to continuously improve performance.
• Set and uphold exceptionally high standards, demonstrating precision in every task and a passion for exceeding expectations.
• Demonstrate curiosity and a willingness to explore emerging tools and technologies.
• Adapt seamlessly to ambiguity, iterative development, and changing client or platform requirements.
• Take ownership and communicate proactively while collaborating effectively across technical and non-technical teams.

AI Customer Success Manager

Implementation Specialist

• 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

• Act as the designated point of contact for customers, building strong, enduring relationships throughout customer lifecycle.
• Achieve and/or exceed established revenue targets by retaining and renewing Cengage customers.
• Develop and implement tailored success plans that align with customer goals and increase product usage.
• Provide proactive training and guidance aligned with customer objectives, standard methodologies, and usage data.
• Advocate for customers during the resolution of high-severity issues, ensuring timely and effective outcomes.
• Conduct regular health checks to assess value realization and identify opportunities for growth.
• Analyze customer data to uncover risks, renewal challenges, and upsell opportunities.

Customer Success Consultant

• 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

• 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

• Install and configure software and hardware components to provide effective solutions
• Liaise with and provide support to clients during implementation
• Facilitate knowledge transfer to clients
• Interact with Project Manager and Project Team to ensure solutions meet requirements
• Design, configure, test, and document applications based on functional and business requirements
• Maintain and document code/configurations for proper versioning
• Participate in multiple stages of testing (Unit, System, Integration, Performance, Regression)
• Prepare and maintain technical documentation for project team and client deliverables
• Install/deploy completed software or demo products
• Assist with transitioning and operationalizing implemented solutions with the support team

Implementation Consultant

• Build and scale a Client Success function from the ground up
• Define the vision, operating model, and execution of Client Success across the organization
• Establish how Lumelight drives client value, retention, and expansion
• Personally manage a portfolio of key clients and lead strategic accounts

Practice Leader, Client Success

• Lead customer implementations of iQueue for Operating Rooms from kickoff and discovery through data acquisition, solution design, product configuration, validation, and rollout
• Partner with cross-functional Customer Success team members to ensure that the product and workflows are designed and configured accurately and optimally
• Conduct discovery and design sessions with clinical and operational stakeholders to understand workflows and align the solution to operational goals
• Partner with perioperative leadership to translate clinical needs into optimized workflows, driving decisions and stakeholder alignment at every stage of the implementation
• Engage and influence executive stakeholders to align on operational goals, drive adoption, and ensure accountability for achieving measurable outcomes
• Communicate technical requirements and ensure that customer IT and operational teams clearly understand data, integration, and setup needs
• Configure the product to reflect customer workflows, including block build, scheduling configurations, access management, and OR utilization optimization
• Design and execute validation and user acceptance testing to ensure system functionality, data accuracy, and workflow alignment prior to go-live
• Navigate complex data sets to troubleshoot issues, validate inputs, and support implementation decisions
• Lead change management efforts to drive adoption and ensure the product becomes the source of truth for OR analytics and other workflows (scheduling, staffing, etc.)
• Monitor implementation progress, proactively identify risks, and ensure readiness for successful go-live
• Travel up to 20–50% to customer sites

Product Implementation Manager, iQueue for Operating Rooms

• 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

• Oversee the onboarding of new plan sponsor retirement plans and the conversion of existing plans from other providers.
• Provide customized service and communications throughout the installation process to ensure deliverables are met.
• Manage relationships with plan sponsors, financial advisors, third party administrators, and associated stakeholders.
• Transition Manage the installation of defined contribution retirement plans, during start up or conversion, for single employer and multiple employer plans.
• Analyze deliverable dates and timetables to create detailed project plans encompassing all aspects of the installation.
• Evaluate timelines for liquidation of investments and receipt of plan data from prior providers in consideration of SOX blackout and plan effective dates.
• Determine education options and delivery methods best suited for plan sponsors and participants, and coordinate with trainers to initiate.
• Manage transition of funds out of blackout to the service team within set timetable.
• Initiate extension notices if needed.
• Delegate and monitor record keeping setup, asset transfer, allocation, and first deposits, including the education, integration, and mapping of payroll files/methods.
• Ensure plan set up consultants prepare documents related to plans and contracts, including employee disclosure material required to establish a new retirement plan.
• Create and ensure regulatory notices are accurate and distributed to participants on time.
• Conduct consultative discussions for plan reviews and assist plan sponsors with compliance questions related to plan design.
• Serve as primary plan sponsor contact during the installation process to ensure all aspects of the transition process meet client expectations.
• Analyze data, conversion, payroll, and census files received from the client to assess the accuracy and consistency of information.
• Notify the plan sponsor and internal/external contacts of issues that may impact the success of the transition.
• Plan and execute internal and external communications with plan sponsors, financial advisors and third-party administrators based on client preferences and culture.
• Manage relationships with internal partners, sales executives, plan sponsors contacts, financial advisors and third parties throughout the installation process to ensure deliverables are met.
• Confirm the accuracy and delivery of enrollment materials to participants once plans are in place.

Client Onboarding Manager – Mid-Market Retirement SEP

• Direct Ownership of Growth: Own the commercial roadmap and revenue growth targets for a dedicated pod of high-priority Brand accounts.
• Pipeline Hygiene: Lead pod syncs (Weekly Opp Stand-Ups) to dive into open opportunities and ensure the accuracy of the weighted pipeline.
• White-Space Identification: Partner with Sales/Solutions Engineers to identify upsell triggers for new AdTech/MarTech products and advanced service offerings.
• Sales Narrative Curation: Create and deliver business reviews and pitch decks that move beyond metrics to demonstrate ROI.
• C-Suite Stewardship: Build and map resilient relationships with VP and C-Level stakeholders for key customers, positioning Adswerve as a primary partner in the client’s digital maturity journey.
• Executive Sponsorship: Serve as the Executive Sponsor on at-risk accounts and engage directly with senior stakeholders to rebuild confidence and articulate value.
• Narrative Excellence: Elevate the Adswerve Story by coaching your team to move beyond tactical metrics toward financial outcomes and ROI-driven narratives.
• High-Stakes Negotiation: Personally lead complex, multi-year, or significant uplift contract renewals and pricing negotiations to ensure profitability and mutual value.
• Integrated Solutions Consulting: Guide the team in moving fluidly between Programmatic, Paid Search, and Cloud/Analytics conversations to maximize "share of wallet".
• Market Intelligence: Bring an "Outside-In" perspective by sharing industry trends and competitor intelligence to show clients how peers are leveraging new tech and AI.
• Coach by Doing: Join high-stakes pitches, Business Reviews, and client presentations to model elite sales behaviors and upskill pod members through direct observation and guided autonomy.
• Voice to Leadership: Aggregate front-line Intelligence on service gaps or product needs and communicate them to Executive Leadership to influence the Adswerve roadmap.
• Process Architecture: Improve client engagement models and internal processes to streamline delivery and increase the quality of work across departments.

Client Success Director, Growth Lead

• Manage a team of Data Consultants within an assigned region or market segment to ensure timely and quality service to clients.
• Set team goals and provide clear direction and guidance to ensure timely and quality results.
• Oversee day-to-day plan, data, and conversion consultant responsibilities; identify and communicate issues that may impact the success of the transition.
• Interview, hire, and train staff.
• Conduct team meetings and provide ongoing performance feedback.
• Keep abreast of technical developments in the retirement field; communicate implications to clients and internal stakeholders.
• Review and authorize daily financial transactions.
• Cultivate and maintain relationships with the sales team, client management, and external partners; ensure team aligns with internal and external resources to meet project deliverables.
• Serve as an escalation point for case related issues across teams and market segments; develop and implement processes for mitigation of future issues and management of customer expectations.
• Search for ways to improve effectiveness, efficiency, and “value added” for internal and external customers.
• Assist in the evaluation of new business opportunities.
• Partner with Sales on new prospects and present the transition process and administrative capabilities during finals and due diligence meetings.

Manager, Client Onboarding – Retirement Data Consultants

• 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

• Provide premium client support through account management, denied claim recovery, and complex claims investigations to assigned clients
• Build and manage ongoing professional relationships with clients and stakeholders
• Ensure we maintain relationships at multiple levels within the client
• Provide insights to help drive consistent account placements from assigned clients
• Identify cross-selling opportunities for other Aspirion service and coordinate efforts with assigned sales executive
• Organize training for clients by assessing their needs and communicating with both client and Aspirion departments
• Communicate with clients to resolve escalated processing/protocol issues
• Conduct monthly operational reviews and quarterly business reviews with clients, on site if client preference
• Handle client complaints, provide appropriate solutions and alternatives within appropriate time limits; follow up to ensure resolution
• Communicate with internal departments to assist in resolving client issues, tracking the interactions using the internal systems provided
• Provide regular updates to clients regarding Aspirion’s contribution to their revenue
• Analyze trends and report on key performance indicators
• Identify and assess client needs to exceed expectations
• Interact with staff at all levels, sometimes under pressure; remain flexible, proactive, resourceful, and efficient, with a high level of professionalism and confidentiality
• Maintain HIPAA certification and compliance
• Provides client with feedback of systemic account issues
• Draft and send client visit memo to client detailing issues discussed and resolved during visits
• Include Aspirion success stories in memo
• Ensures any account projects are being worked in a timely fashion (e.g., provider relations spreadsheets, billing projects, etc.)
• Creates process for obtaining information and resolving issues with clients
• Create Processes and Protocols document for Aspirion Team to follow and review
• Requests system access credentials and assist with system access issues
• All other duties as assigned to maintain company standards and client protocols
• Performs other related duties as assigned

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