Customer Success Manager

• Identify and execute upsell and cross-sell opportunities
• Work direction with Key Account Managers and Program Managers to support account growth initiatives
• Deliver onboarding and product training for new customers
• Monitor KPIs and provide proactive recommendations to ensure success
• Lead onboarding and implementation of new innovation platforms for your customers
• Manage project timelines, deliverables, and budgets while coordinating with all stakeholders
• Provide frontline technical support and communicate software issues to the development team
• Collect customer feedback and share actionable insights with the product team to improve usability and features
• Provide strategic advice on optimizing innovation processes using Collaboration.Ai methodologies and tools
• Analyze customer needs and recommend tailored approaches to drive engagement and impact
• Translate customer goals into actionable use cases and measurable success criteria
• Support customers in aligning their innovation strategies with digital transformation objectives
• Identifying improvement potential of internal processes and coordinating the implementation
• Partner with sales, product, and program management teams to deliver a seamless customer experience
• Work in coordination with Program Managers to support major contractual deliverables, milestones, features and functionality of our products for our customers
• Support new team members through knowledge sharing and mentorship
• Work closely with external partners and government stakeholders to ensure alignment and communication.

• Partner with business teams to shape AI ideas before formal intake
• Ensure requests are clear, complete, and aligned to business priorities before submission
• Educate teams on approval requirements (AI Champion, Business Line Approver, etc.)
• Serve as the single front door to the AI CoE for assigned business lines
• Guide use cases through triage, early review, and decisioning stages
• Proactively identify and resolve stalls, gaps, or unclear ownership
• Build strong relationships with business line teams, AI Champions, and execution partners
• Re-engage with teams once solutions are live to confirm adoption, usability, and effectiveness
• Socialize reusable AI capabilities to reduce duplicate effort across teams

AI Customer Success Manager

Implementation Specialist

• Plays a key role in the design, development, and execution of assigned client implementations
• Requires effective collaboration with internal stakeholders and external customers
• Exercises independent judgment to deliver implementations accurately, on time, and in alignment with customer requirements and organizational standards
• Serves as the primary point of contact throughout implementation
• Builds strong consultative client relationships that drive customer satisfaction, product adoption, and utilization
• Delivers a high-touch customer experience, providing training, strategic guidance, and best practice recommendations
• Supports customers in optimizing program performance
• Requires a strong understanding of the technical aspects of the company’s products and services
• Takes a solutions-oriented approach to onboarding fleet customers

Fleet Implementation Specialist

• Act as a trusted business partner and technical liaison to enterprise customers
• Manage and measure IT project milestones and successes, including customer onboarding and workflow deployments
• Establish processes for effective team operations
• Conduct business analysis on configurations and process mappings
• Drive business development and identify product-market fit opportunities
• Configure technical platform components to align with customer requirements
• Manage enterprise implementations across multiple modules
• Serve as the primary technical escalation point for customer issues

Lead Customer Success 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.
• 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

Product Adoption Specialist

• Serve as an internal Salesforce expert who will guide end users through the Salesforce implementation
• Provide ongoing support to sales professionals to enable maximum value of Salesforce
• Partner closely with sales teams, IT and external implementation partners
• Translate business needs into scalable solutions
• Support ongoing training and change readiness
• Strive for continuous improvement by identifying enhancements that maximize the value Salesforce delivers to the organization
• Create documentation, job aids, and playbooks for non-technical sales professionals
• Deliver engaging training programs that support initial and sustained Salesforce adoption by sales teams
• Monitor Salesforce usage data to identify gaps, trends and opportunities for improvement

Salesforce Sales Training, Adoption Specialist

• 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.

• Define and execute the customer success strategy in alignment with business objectives, translating priorities into operational plans, service standards, and measurable outcomes.
• Lead, coach, and develop managers and team members across both in-person and remote environments to build a high-performing, customer-centric organization with strong accountability, engagement, and continuous development.
• Represent the voice of the customer across the organization by identifying themes, gathering feedback, and partnering with internal stakeholders to improve the customer experience, processes, and business outcomes.
• Support customer retention and long-term relationship health by ensuring service delivery meets expectations, strengthening customer trust, and proactively addressing risks that may impact satisfaction or loyalty.
• Establish and improve policies, procedures, and service expectations that increase consistency, efficiency, quality, and responsiveness across the customer success function.
• Lead cross-functional initiatives and service improvement projects, managing priorities, timelines, stakeholders, and execution to support organizational goals.
• Serve as the senior point of escalation for complex customer issues, while proactively identifying risks, monitoring customer health indicators, and resolving concerns with sound judgment and professionalism.
• Monitor service metrics, labor capacity, customer trends, and performance indicators to drive continuous improvement, support forecasting, and ensure appropriate staffing and resource planning.
• Identify opportunities to enhance customer success tools, reporting, workflows, and processes in order to improve visibility, efficiency, scalability, and the overall customer experience.
• Partner with Sales, Manufacturing, Product, and other internal stakeholders to align customer success strategies, improve service delivery, and support business readiness.
• Support business planning through effective budgeting, staffing, and resource allocation to meet service demands and operational objectives.

Senior Customer Success Manager

• Own and manage the end-to-end relationship for a portfolio of assigned HHAeXchange customers, including onboarding, adoption, value realization, renewal, and expansion.
• Develop and maintain strong relationships with key customer stakeholders, including executive decision-makers, to understand their business objectives and ensure alignment with HHAeXchange solutions.
• Proactively monitor customer health, identify and mitigate risks, and lead strategic conversations to demonstrate the ongoing value and ROI of HHAeXchange products.
• Drive high renewal rates within your portfolio and collaborate with the sales team to identify and nurture expansion opportunities based on deep understanding of customer needs and successes. Net retention, customer health, adoption, and advocacy will be key performance metrics for this role.
• Confidently lead business reviews and strategic discussions with senior client leadership, articulating value and influencing decision-making.
• While not a technical support role, this role requires being able to comfortably engage in technical discussions, understand customer workflows, and effectively communicate technical concepts to non-technical audiences.
• Leverage extensive experience with generative AI tools and prompt engineering to enhance customer engagement, develop strategic insights, and optimize internal processes.
• Serve as a customer advocate internally, working closely with Product Management to relay customer feedback and contribute to the continuous improvement of our offerings. Collaborate with Sales, Implementation, and Support teams to ensure a seamless customer experience.
• Utilize customer data and analytics to track progress, identify trends, and proactively address customer needs. Use Gainsight and Salesforce to manage customer relationships, retention, and health.

Customer Success Manager – Mid-Market

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

• Lead end-to-end Payroll implementations for new and expansion customers, serving as the accountable delivery owner through go-live.
• Define and manage implementation plans, sequencing, milestones, and customer responsibilities to ensure successful activation.
• Facilitate customer discovery sessions to gather requirements, translate business needs into system configuration strategy, and align on execution timelines.
• Coordinate and manage onboarding activities with Payroll partner Salsa, ensuring alignment across all parties and resolving cross-functional dependencies.
• Oversee configuration strategy and validation processes within the platform to ensure accuracy, compliance, and operational readiness prior to go-live.
• Exercise independent judgment to identify delivery risks, adjust project plans, and implement corrective actions to maintain timeline and quality standards.
• Drive structured testing, readiness validation, and activation planning to ensure smooth transition to live Payroll operations.
• Serve as the primary escalation point for Payroll implementation challenges, proactively resolving issues that may impact customer activation or revenue realization.
• Analyze implementation performance trends and recommend strategic improvements to increase efficiency, reduce cycle time, and enhance customer outcomes.
• Partner cross-functionally with Implementation, Sales, Product, Customer Success, and Operations to align expectations, clarify scope, and protect delivery integrity.
• Contribute to refinement of Payroll implementation methodologies and recommend enhancements to leadership based on observed execution patterns.
• Deliver against defined KPIs related to turnaround time, activation success, delivery quality, and customer adoption.

Payroll Implementation Specialist

• Meet with customers to determine business and technical needs
• Recommend optimal system configuration and business processes based on industry best practices
• Prepare and present implementation plans for customer approval
• Manage and execute implementation plans, including directing staff resources (both internal and external), evaluating results, creating documentation of newly created processes, and managing overall engagement
• Train client personnel on use of software solutions and business practices
• Build and maintain client relationships supporting their use and application of Thomson Reuters Tax & Accounting products
• Keep product and industry knowledge up to date
• Manage logistics and administrative tasks for all engagements

Implementation Consultant, Audit Suite

• 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

• Own post-sale relationships for a portfolio of smaller accounts
• Drive product adoption, usage, and satisfaction through proactive engagement
• Monitor customer health and usage trends to identify risks and opportunities
• Conduct regular check-ins and success reviews to ensure value realization
• Collaborate with internal teams to resolve issues and support renewals
• Maintain CRM and Customer Success tools for visibility and accountability
• Contribute to scalable processes and content that enhance the CS function

Associate Customer Success Manager, Growth

• Perform data manipulation and table loading using Microsoft SQL Server RDBMS.
• Write SQL scripts to promote implementation data between different application instances and manipulate data in batch.
• Utilize Adobe Creative Suite to create, modify, install, and test graphic elements essential to the implementation.
• Capture position and styling data for system entry using Adobe Creative Suite.
• Perform prescribed testing on work.
• Collaborate with Development teams to perform quality control tasks, including setting up test cases, unit testing, and batch job processing related to customer implementation or specific software releases.
• Ensure successful delivery of tasks related to the implementation of client projects on the Orindi software platform.
• Communicate project updates and issues with team members; must have excellent verbal and written communication skills.
• Receive work direction from Resource Manager or Implementation Project Manager on project design specifications.
• Work with customers to ensure implementations meet their needs.
• Assist in onboarding new team members through written documentation and verbal coaching.
• Write, review, and update process and procedure documents used by the team.
• Maintain time logs for projects and update software accordingly.

• 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

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

• Partnership Sales
• Partnership Execution
• Executive Relationship Building and Business Development
• Quality Assurance
• Team Leadership

Vice President, Client Success

• Serves as the primary point of contact for clients
• Maintains regular communication with clients to understand their needs, expectations, and feedback
• Builds and nurtures long-term relationships with clients
• Handles client queries and resolves issues promptly
• Identifies opportunities for account growth and upselling additional services to existing clients
• Oversees the planning and execution of digital marketing campaigns
• Coordinates with various internal teams (such as SEO, PPC, content, social media, design, and project management teams) to ensure campaign success
• Collaborates with the project management team to monitor project timelines and ensure that deadlines are met
• Manages budgets and works with project management teams to allocate resources effectively
• Monitors and analyzes the performance of digital marketing campaigns
• Uses analytics tools to track campaign success and ROI
• Prepares and presents regular reports (in collaboration with strategy leads and service strategists) to clients on campaign performance, insights, and recommendations for improvement
• Works closely with creative, technical, and strategic teams to ensure that client needs are understood and met
• Shares client feedback with relevant teams to improve service delivery
• Participates in internal meetings and provide updates on account status
• Stays updated on the latest industry trends, tools, and best practices
• Attends workshops, webinars, and training to enhance professional skills
• Addresses and resolves any challenges or obstacles that arise
• Works with Executive Sponsor and Account Strategy Lead to address and resolve challenges or obstacles that arise.

Client Success Manager

• 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.

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