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 post-sale owner for onboarding, adoption, retention, and long-term value realization of the Medicine Supply Map across pharmaceutical manufacturers, distributors, health systems, and government agencies.
• Build and maintain strong relationships with key stakeholders across commercial operations, sales, supply chain, and executive leadership teams.
• Lead strategic account planning, including defining success plans, aligning MSM capabilities to customer objectives, and identifying expansion opportunities.
• Drive adoption by operationalizing MSM within customer workflows and establishing best practices for data-driven decision making.
• Facilitate regular business reviews, delivering insights and recommendations that demonstrate measurable value and support ongoing alignment.
• Develop and track customer health metrics, proactively identifying risks to adoption, engagement, or renewal.
• Partner with customers to integrate MSM insights with existing internal data sources (e.g., demand and market data) to enhance supply chain and commercial decision making.
• Provide subject matter expertise on supply chain visibility, market intelligence, and pharmaceutical industry dynamics to guide customer strategy.
• Collaborate cross-functionally with Sales, Product, and Data Science teams to advocate for customer needs and support long-term growth opportunities.
• Capture and report the voice of the customer to Product Management and leadership teams to inform roadmap priorities and continuous improvement.
• Support renewal and expansion efforts through clear value articulation, stakeholder alignment, and mitigation of adoption risks.

Senior Customer Success Manager, Medicine Supply Map

• Own the overall program timeline end-to-end, coordinating with EPD and the Sprint Planner to keep delivery on track
• Gather and document partner requirements into clear deliverables that EPD can execute on; hand off solutioning when technical decisions arise
• Serve as the primary day-to-day partner contact during implementation; transition relationship continuity to the CSM at launch
• Track and communicate project health proactively — flag delays, blockers, and scope risks early and drive resolution
• Craft clear, well-written deliverables including meeting agendas, minutes, and business reviews for internal and external stakeholders
• Maintain a tight feedback loop with the assigned CSM and accurate records in Sure's CRM (Attio)

Implementation Specialist

• Deploy the stack: Install, configure, and validate EDR agents across Windows, Linux, and macOS endpoints, ensuring healthy coverage and reporting.
• Build the pipeline: Stand up SIEM ingestion, deploying sensors, onboarding log sources, configuring parsers and connectors, and confirming data is flowing cleanly into detection.
• Integrate M365: Connect Microsoft 365 / Entra ID tenants, configuring audit logging, Defender integrations, and conditional access telemetry for monitoring.
• Plant the traps: Deploy deception decoys and honeytokens to expand detection coverage across customer environments.
• Scan for risk: Configure and schedule vulnerability scanners, validate authenticated scanning, and confirm results are reporting accurately.
• Tune and validate: Test each deployment end to end, troubleshoot agent and connectivity issues, and confirm telemetry is reaching our SOC.
• Document the work: Maintain clear configuration records, and onboarding notes so deployments are repeatable and supportable.
• Collaborate across teams: Partner with Pre-Sales, Product, SOC, and Customer Success to deliver tailored, high-quality deployments.
• Guide the customer: Run kickoff and onboarding sessions, set clear expectations, and serve as a technical point of contact through go-live.
• Hand off with care: Support a smooth transition to SOC monitoring, post-deployment support, and feed lessons learned back into our process

Implementation Engineer

• Lead new customer onboarding, delivering engaging and effective training to ensure a smooth adoption experience.
• Maintain ongoing customer relationships through check-ins, guidance, and best practices to maximize platform value.
• Serve as the voice of the customer, relaying valuable insights and feedback to internal teams to inform product improvements.
• Foster long-term partnerships that drive customer satisfaction, loyalty, and account expansion.
• Serve as Tier 1 support for customers, resolving issues and escalating complex cases to internal teams for prompt resolution.

Associate Customer Success 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

Customer Advocate

• Act as a liaison between insurance providers and clients regarding employee status and eligibility for coverage
• Resolve standard claim issues and provide assistance with complex or non-standard claim appeals
• Verify completion and validity of claim forms
• Review company records to determine coverage
• Calculate amounts of claims and submit for payment
• Ensure all client data is entered into CRM System (SalesForce) in a timely manner

Client Advocate, Benefits

• Act as the primary point of contact for a portfolio of 10-20 enterprise-level clients, helping them maximize the impact of our cutting-edge generative AI search optimization software solution.
• Translate platform data into strategic recommendations tailored to each client’s business goals and industry dynamics to drive measurable improvements in visibility and optimization.
• Guide clients through onboarding, education, and adoption journeys—ensuring high engagement, retention, and satisfaction.
• Conduct quarterly business reviews and content strategy sessions focused on optimizing content visibility, organic growth, and AI-discovery performance (ChatGPT, Perplexity, etc.).

Enterprise Customer Success Manager

• Identify and build new business
• Reframe the client’s thinking and build consensus for Microchip’s solutions
• Utilize Microchip’s Client Engagement Process to drive design wins to revenue at select target clients
• Use insight and consultative selling techniques to teach customers about their industry
• Drive the company business relationship with the assigned clients
• Identify the key client stakeholders and coach those stakeholders to build consensus
• Contribute and participate within a global team environment
• Communicate effectively with Microchip product divisions providing quantifiable feedback and ROI

Principal Client Engagement Manager

• Respond to user inquiries via email, chat, and social media channels in a timely and professional manner
• Troubleshoot issues related to offers, account access, and platform navigation
• Escalate complex issues to the appropriate team with full context and documentation
• Maintain detailed records of user interactions in our support CRM
• Identify recurring issues and report patterns to the product team
• Contribute to the help center by writing and updating FAQ articles
• Deliver consistently high CSAT scores through genuine, solution-focused support

Customer Success Specialist

• - 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

• Take hands-on ownership of customer implementations
• Serve as the functional liaison between product engineering teams and customer delivery teams
• Manage communications across multiple stakeholders
• Support customers in leveraging UiPath's agentic AI capabilities
• Partner closely with Technical Account Managers (TAMs)
• Define and drive the client's automation strategy

Customer Success Manager – DOD/DOW

• Serve as the dedicated CSM and primary point of contact for a single, high-complexity strategic partner organization spanning multiple providers and states, owning the full customer relationship across software and services.
• Manage relationships at every level of the customer organization, from executive sponsors and program leadership at the umbrella level to department leads, site administrators, and end user staff across each provider location.
• Lead and manage a complex, phased platform implementation spanning multiple provider organizations across multiple states, including:
• Multi-phase project planning, milestone tracking, and cross-functional coordination across internal teams (integrations, technical support, product) and customer stakeholders
• Site-by-site rollout planning and go-live sequencing across provider locations and states
• Platform configuration and customization across multiple sites and user groups
• Quality assurance (QA) and go-live readiness validation per site
• Training, onboarding, and adoption support for end users across all provider sites
• Go-live achievement and post-launch stabilization, ongoing optimization and support
• Own the commercial health of the account, including renewal, upsells, and expansion opportunities across the umbrella organization and its member providers.
• Lead executive engagement, including regular cadence calls, Executive Business Reviews (EBRs), data-driven success reporting, and product updates tailored to the umbrella organization and individual providers.
• Collaborate closely with product and integrations teams to advocate for the customer’s needs, surface feedback, and contribute to roadmap priorities informed by real-world use cases.
• Monitor and drive customer success outcomes including adoption, product utilization, customer health, satisfaction, and measurable ROI, using data to guide proactive interventions and strategic recommendations.
• Travel to customer sites across multiple states is required to support in-person training, go-live events, and executive relationship development. Frequency will vary based on implementation phase and customer needs. Estimated 25-40% during active implementation phases.
• Contribute to the scaled customer experience vision by sharing learnings from this strategic engagement to inform playbooks, processes, and best practices for the broader CX team.
• Document interactions, feature requests, and customer feedback to inform roadmap and product development.
• Represent Customer Success in executive-level engagements and strategic initiatives.

Customer Success Manager – Strategic Accounts

• Define and evolve the end-to-end retention strategy across partner schools
• Identify and prioritize the highest-impact drivers of retention
• Translate strategy into clear initiatives, roadmaps, and measurable outcomes
• Ensure alignment between retention strategy and broader business priorities
• Analyze retention, persistence, and attrition trends across partner schools, cohorts, and student segments
• Identify key drivers of retention and disengagement, including academic, operational, and engagement factors
• Develop dashboards and reporting to provide clear visibility into retention performance and leading indicators
• Establish early warning indicators to proactively identify at-risk students and schools
• Lead a structured test → learn → scale approach to retention
• Develop and test hypotheses on key retention drivers (e.g., onboarding, engagement, academic experience, communication)
• Partner with schools and cross-functional teams to design and implement pilots
• Evaluate impact and scale successful interventions across partner schools
• Drive alignment on where to invest to improve retention outcomes
• Influence cross-functional priorities across Enrollment, Academics, School Operations, Product, and School Success
• Balance trade-offs and ensure focus on the highest-value initiatives
• Act as a strategic advisor to leadership on retention performance and opportunities
• Establish clear retention targets, metrics, and success measures
• Build and lead an operating rhythm (e.g., reviews, dashboards, performance discussions)
• Ensure accountability for retention outcomes across teams and schools
• Provide visibility into performance, risks, and opportunities
• Enable partner schools with insights, tools, and actionable guidance to improve retention
• Identify patterns and replicate best practices across the network
• Balance standardization with flexibility to meet local school needs
• Leverage analytics to inform strategy and decision-making
• Ensure retention insights are translated into clear actions and priorities
• Partner with analytics teams to enhance visibility into retention drivers and leading indicators
• Measurable improvement in student retention and persistence across partner schools
• Clear, prioritized retention strategy aligned to business goals
• Increased effectiveness of retention initiatives through testing and scaling
• Strong cross-functional alignment and accountability for retention outcomes
• Improved visibility into retention performance and drivers

Customer Success, Retention

Onboarding Specialist

• Consult homeowners on vacation rental best practices for providing 5-star guest experiences and the impact guest reviews have on revenue generation
• Build a strong and strategic relationship with the owner and Evolve
• Respond to homeowners’ inquiries, requests, and needs via phone, email, and text promptly in high-quality touchpoints and hold yourself accountable for the quality and timeliness of your deliverables to ensure strong client relations and partner success
• Onboard and manage a continually moving pipeline of new owner partners from the point of signing up through activation
• Utilize internal dashboards and resources to analyze market-specific data to set realistic expectations for performance and distill information for the owner
• Responsible for making independent and critical business decisions in Evolve's best interest. These decisions may be related to profitability, ROI, or partnership readiness with the property and owner.
• Collect relevant property details and utilize Evolve tools and resources to ensure brand standards and expectations are met
• Research, diagnose, and recommend solutions to scenarios or problems that are varied but similar by utilizing resources and adapting solutions for specific situations
• Maintain adherence to team and company standard operating procedure (SOP) while meeting performance and behavior expectations
• Hold yourself accountable for measuring and meeting predefined performance objectives

Customer Onboarding Consultant

• Work with some of the largest and most prominent brands, ensuring we deliver a dynamic, results-driven program.
• Leverage cutting-edge tools and a global support network to provide daily value.
• Establish a smooth customer journey and supply both near-term solutions and long-range strategies.
• Secure our customers’ success and build lasting relationships.
• Primary point of contact for large Brand Protection, Anti-Fraud, and Enforcement customers.
• Responsible for day-to-day tactical coordination and support.
• Assist the Strategic Account Manager with service renewal.
• Monitor and review tools and process utilized and recommend changes as appropriate.

Brand Protection Success Manager

Customer Retention Specialist

• Help strengthen Yelp’s revenue retention by providing exceptional and timely customer support
• Logged into an inbound phone queue for the majority of your day, consulting and educating our current Yelp advertisers
• Show clients the value of Yelp by highlighting their investment returns through ad performance metrics
• Use strong listening and conflict resolution skills to handle escalated clients
• Become an expert in Yelp’s advertising solutions and adapt product recommendations quickly to suit client needs
• Exhibit strong communication skills, both externally with clients and internally with other Yelp employees
• Remain organized and efficient in a fast-paced environment
• Consistently achieve/exceed monthly goals

Inbound Retention Specialist – Weekend Team

• Target, prospect and sell by building strong relationships, exploring needs and uncovering purchasing opportunities with customers and supplier partners in an assigned territory.
• Develop insights that provide opportunities to educate customers to achieve purchasing optimization, and the implementation of best practices and recommendations.
• Achieve established targets and goals; report business results.
• Create and manage a robust sales pipeline by leveraging internal reports, databases and tools.
• Following the company’s deployment of Salesforce, maximize Salesforce utilization.
• Demonstrate personal ownership of the customer relationship through consistent communications, account management, and business reviews.
• Connect assigned clients with key Avendra supplier partners to aid clients in their procurement needs.
• Facilitate client’s official connection with suppliers and resolve any client issues.
• Schedule and conduct meetings mostly via phone, video and email with assigned Avendra clients, colleagues and partners.
• Meet and exceed metrics and sales targets to grow revenue in an assigned territory by articulating the features and benefits of suppliers and programs.
• Conduct continuous research and possess an understanding of Avendra’s broad supply chain offering and your assigned territory and clients.
• Train customers on Avendra’s website, suppliers, programs, and reports.
• Share industry and market insights, and present insights and innovative ideas and approaches with leadership to continuously improve customer satisfaction and ensure successful retention of accounts.
• Utilize Avendra’s CRM systems (Salesforce) as well as other data tools to manage an opportunity pipeline.
• Perform other duties as assigned.

Customer Success Consultant

• Aid company growth by nourishing, building, and growing relationships across a portfolio of clients
• Establish clear goals, milestones and metrics that you and the Customer will be working towards; periodically re-assessing and reviewing these with the Customer
• Understand and align with your clients business goals, most importantly using the Energage platform to help them in achieving those goals
• Work collaboratively with a variety of other departments, such as Onboarding and Support, Consulting Solutions, Partnerships, and Contracts to ensure ongoing customer satisfaction and retention
• Contribute to revenue generation through renewals and account expansion by identifying upselling opportunities for consulting services and cross-selling new products
• Completing regular checkpoints via phone and email, sending relevant marketing content, etc.

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