Customer Success Manager

• Serve as a responsive, knowledgeable point of contact for partners
• Build familiarity with partner network and contribute to team culture of proactive, high-quality support
• Handle inbound support with professionalism and efficiency
• Identify trends and opportunities across interactions and share insights with the broader team
• Collaborate cross-functionally with Sales, Operations, Marketing, and Product to advocate for partners

Partner Success Representative

• Lead relationships for a portfolio of accounts; responsible for having a deep understanding of each client's business, marketing, and measurement strategy; aligning those with OptiMine’s solutions; and setting the strategic path for account growth and development.
• Provide marketing and analytics consulting services for clients to help drive solution adoption, change management, measurement results understanding, and actionable media optimizations.
• Analyze data and develop model results presentations to help clients understand marketing performance and provide guidance on media mix optimization to further increase marketing performance for the client’s organization.
• Drive Customer Success Outcomes: Maximize growth and renewal rates through delivery of exemplary consultation and support.
• Influence future lifetime value through higher product adoption, customer satisfaction and overall relationship health scores.
• Identify best practices and strategies to drive guidance adoption and usage.
• Inspire Culture of Customer Success Across Company: Align with Product team around driving product roadmap that anticipates and meets client needs. Align with Sales around cross-sell and upsell with a retention focus. Align with Sales and Finance around forecasting client success contributions to the P&L. Align with SVP of Client Success on metrics and objectives.

Senior Client Success Consultant

• Execute overall company and Customer Success strategy to deliver adoption, expansion, and retention.
• Drive adoption and retention efforts across your region, leveraging data-driven insights to optimize customer outcomes.
• Lead and coach a team of Customer Success professionals in achieving business goals including maintaining a high GRR, increasing NRR, and driving key KPIs.
• Serve as a customer-facing leader and foster senior and executive-level strategic relationships across your book of business.
• Measure and monitor your book of business progress against key performance indicators, reporting internally and to customer stakeholders.
• Build and execute Customer Success Plans to establish strategic goals and help customers achieve their business objectives.
• Collaborate with internal teams (Account Management, Professional Services, Education, SME) to identify opportunities for further adoption of our solutions.
• Advocate for customer needs across departments and manage resolutions for escalated concerns.
• Demonstrate a commercial mindset to drive strategic alignment and tactical execution.

Manager, Customer Success – Central Region

Product Adoption Specialist

• The Training and Technology Adoption Manager is responsible for managing all training aspects within the firm, including but not limited to creating training material, executing trainings, evaluating the skills and needs of new and existing employees and facilitating technology adoption.
• This role directly supports firm technology skill development strategy in ensuring Merchant & Gould’s positioning on the cutting edge of innovation.
• The Training and Technology Adoption Manager will provide new-hire onboarding systems training, periodic refresher trainings, offer tips and tricks to promote underutilized tools and features and administer or support firm-wide application roll-outs.
• Position collaborates closely with IT, Human Resources, Practice Group Leaders, and other department managers.
• Manage and implement training initiatives related to workflow/process as well as computer programs, software and applications.
• Communicate and collaborate with firm leadership to ensure all strategic initiatives are being supported from a training perspective.
• Develop programming to promote skill development to enhance user expertise and improve productivity of the Firm’s employees.
• Deliver new hire orientation; oversee new hire onboarding and other developmental training programs including conducting follow-ups to quickly integrate new hires into the Firm.
• Proactively establish positive working relationships across the firm, partnering with the department chairs within the organization.
• Supports COO in working with PGLs and IT to evaluate and recommend new software.
• Schedules demos, includes appropriate stakeholders and gathers feedback on potential new and/or upgraded products.
• Collaborate with administrative and attorney practice leaders to analyze training needs.
• Support development and delivery of training and documentation of practice-specific processes and procedures.
• Create documentation for all trainings and develop/manage repository for training resources.
• Keep record of training attendance to provide to HR during performance evaluations.
• Coordinate user adoption strategy and communication for the roll-out of new software and processes to ensure that initiatives are embraced at all levels of the Firm.
• Provides open “office hours” for one-on-one user support for specialized or demanding skillsets for all desktop applications.

Training and Technology Adoption Manager

Implementation Specialist

• Maintain real-time awareness of the full implementation portfolio
• Proactively identify early indicators of delay, risk, or customer disengagement
• Intervene directly in customer engagements when projects deviate from milestone windows
• Require concrete corrective action plans from Project Managers and verify execution
• Distinguish between agreement and follow-through
• Escalate and resolve systemic blockers before they materially impact timelines or customer outcomes
• Hold Project Managers to measurable outcomes: milestone adherence, activity quality, customer responsiveness, and forward progress
• Conduct frequent execution reviews focused on actions taken and results produced
• Identify underperformance early and coach, redirect, or course-correct with urgency and specificity
• Design and maintain implementation playbooks and operating frameworks that can absorb new markets, new customer segments, and new product features without disrupting in-flight work
• Drive cross-functional collaboration with Product, Operations, and Client Success to implement structural fixes
• Leverage AI and automation to monitor implementation health signals, surface risk, and recommend next-best actions
• Own implementation outcomes through transition to Client Success
• Partner cross-functionally to remove systemic barriers to speed-to-value
• Serve as the senior escalation point for at-risk implementations
• Lead and develop a team of Project Managers across platforms

Senior Manager, Provider Implementation

• Gather, analyze, and document business requirements for insurance product implementations, enhancements, and system changes.
• Partner with Product Managers, Actuaries, Compliance, and Engineering to translate product specifications, underwriting rules, and regulatory requirements into clear business and system requirements.
• Configure and support the implementation of insurance products, including coverages, rating structures, forms, and underwriting rules within internal systems.
• Review product configuration, rating algorithms, and rate tables to help ensure accuracy, completeness, and alignment with approved filings.
• Research and analyze policy forms, endorsements, and regulatory filings to support compliant product implementation.
• Develop, execute, and document test cases and test scenarios for system, integration, and user acceptance testing.
• Validate rating calculations, coverage rules, policy forms, and system functionality; identify defects, document findings, and partner with technical teams through resolution and retesting.
• Maintain accurate implementation documentation and support knowledge sharing for new product launches and system enhancements.
• Collaborate effectively with cross-functional partners to support timely and accurate delivery of product initiatives.
• Continuously build knowledge of Branch products, insurance concepts, system functionality, and regulatory requirements to increase individual effectiveness and contribution over time.

Senior Implementation Specialist

• The Senior Customer Success Manager is the CEO of your book of business.
• A high performer who is SaaS revenue focused, responsible for managing and developing multiple medium/large Duck Creek OnDemand and OnPrem accounts.
• Act as the primary contact and trusted advisor for your customers and provide an interface between the Customer/System Integration (SI) partner(s), and internal Duck Creek teams.
• Manage 4+ medium/large OnDemand or OnPrem accounts.
• Develop and foster a trusted relationship with the Customer and SI partners.
• Meet with Customer leadership teams to understand their business goals and strategic priorities, including the preparation of customer success plans with an eye toward future sales opportunities and product expansion at time of renewal.
• Stay up to date with the latest features and updates of Duck Creek’s suite of products and services, conduct review sessions, and identify opportunities for upselling and cross-selling, including active management of NRR and GRR.
• Track renewals through their lifecycle, highlighting potential risks, and building strategic account plans to ensure success.
• Facilitate weekly, monthly, and quarterly customer governance meetings, including preparation of reports, governance decks and working with all parties to schedule customer sessions.
• Mentors junior Customer Success Managers.
• Gather customer feedback by playing an active role in the NPS customer survey activities by encouraging customer feedback, assessing results, and developing measurable closed loop action plans.

Senior Customer Success Manager

• Builds and maintains effective long-term relationship and a high level of satisfaction with assigned client accounts.
• Interacts with clients and other departments to constantly improve operational standards and support client needs.
• Contributes to strategic plans and reviews; implementing production, productivity, quality, and customer service performance standards.
• Continually evaluates processes and procedures; making recommendations for process improvement and communicating to the client as appropriate.
• Provides training to clients as needed.
• Exercise judgment and make decisions that have positive operational impacts on the business line.

Customer Success Manager, Online Banking – Money Movement

• Builds and maintains effective long-term relationship and a high level of satisfaction with assigned client accounts.
• Interacts with clients and other departments to constantly improve operational standards and support client needs by contributing to strategic plans and reviews.
• Implements production, productivity, quality, and customer service performance standards.
• Continually evaluates processes and procedures; makes recommendations for process improvement and communicates to the client as appropriate.
• Provides training to clients as needed.
• Exercises judgment and makes decisions that have positive operational impacts on the business line.

Customer Success Manager, Business Banking – Money Movement

Onboarding Specialist

• Providing tailored services for paid implementation clients including but not limited to consulting, building and graphic design
• Providing clients with creative direction and solutions to problems via tickets and phone calls and screen sharing
• Working closely with the client to curate their onboarding journey and see that apps pass internal review in six weeks or less from signup
• Reviewing client apps for quality assurance
• Working with your team on new projects and ideas to better the client experience
• Troubleshooting complex issues

Customer Onboarding Specialist

Customer Retention Specialist

• Provide comprehensive information about the Beyond Finance financial hardship debt program to clients, ensuring they have a clear understanding of the benefits, process, and available options.
• Display empathy and active listening skills to understand and deescalate upset clients, addressing their concerns and alleviating their stress regarding their financial situation.
• Effectively use our Customer Relationship Management (CRM) system to quickly access and comprehend client information, including their current financial status and program progress. Maintain accurate and detailed records of all client interactions and program progress in the CRM system.
• Assess the client's current financial situation and determine the most appropriate options to help them achieve their goal of becoming debt-free.
• Collaborate with clients to develop customized solutions that align with their financial goals, and encourage them to remain in the Beyond Finance program.
• Meet or exceed retention targets and earn commissions based on your ability to enable clients to achieve their financial objectives.
• Above all else, provide a best-in-class customer service experience over the phone and through various communication tools responding to client requests and anticipating unstated needs

Client Retention Specialist

• Serve as the primary operational partner and strategist for the Customer Success and Solutions (CS) organization
• Take ownership of key initiatives from analysis, scoping, execution, optimization, monitoring, and beyond
• Collaborate with CS leadership and frontline managers to build trust in operational processes
• Build dashboards on key CS metrics (customer health, churn, expansions)
• Own CS operational initiatives end-to-end, turning strategy into executable plans
• Act as the primary liaison between CS and Business Systems, translating technical requirements into practical solutions

Customer Success Operations Lead

• Support customers across our Risk & Fraud suite of products
• Deliver measurable customer outcomes through structured Customer Success Plans (CSPs), executive business reviews (EBRs), and proactive customer check-ins
• Co-create customer success plans, deliver executive business reviews, demonstrate value, and identify and mitigate risk
• Serve as a deep product expert in event settings, like industry conferences and webinars
• Build and present business plans, report on market and competitor activities, and represent Customer Success in cross-functional meetings
• Develop enablement for customers and Thomson Reuters employees
• Utilize technology tools (e.g., Gainsight, Salesforce, Gong) to manage client information, pipeline, and financial forecasts accurately

Customer Success Manager – Corporate Risk

• Serve as the face and voice of Highspot to customers in your portfolio and as “the buck stops with you” owner of those customer relationships internally at Highspot
• Deeply understand your customer’s needs, thoughtfully helping business leaders to find opportunities to expand value, our footprint and depth of engagement
• Manage relationships with solution owners (Enablement, Marketing, Ops, etc.) to drive product usage and engagement
• Multi-thread to any stakeholder you need to engage across Enablement, Sales, Marketing, Operations, Finance, IT, and others at all levels (ATL, OTL, and BTL) to accomplish your goals; in the event of key customer stakeholder turnover, you seek and build replacement relationships
• Collaborate with customers to develop a mutual value plan
• Analyze your portfolio, identify risks and opportunities, and prioritize for impact
• Collaborate with your Account Management partners in the event of renewal risk; project manage the plan to “get to green churn risk”
• You will be responsible for identifying expansion opportunities, which you will pass on to the Account Management team
• Partner internally with Deployment Consultants, Technical Account Managers, Support, and Professional Services to optimize customer implementations and resolve technical challenges
• Help customers realize the full value of the Highspot platform; the CSM should allow the Solution Owner and ATL to believe their company has achieved ROI from Highspot that they can quantify and explain
• Drive product adoption and ongoing usage of Highspot with a focus on making Highspot an essential platform for the customer while promoting customer satisfaction and advocacy
• Identify opportunities to sell add-on services in support of achieving customer goals
• Ensure execution of customer maturity and technical discussions via coordinating solutions internally across engineering, marketing, product, and support teams

• Driving quantifiable business impact across our most complex, often multi-org Signature customers.
• Acts as a primary strategic partner who maintains a continual focus on the customer’s business goals to improve their adoption, technical health, and expertise to realize the maximum value out of their Salesforce investment.
• Ensure the seamless delivery of all deliverables necessary to advance the customer’s core business goals.
• Integrate multiple products or processes to create effective customer solutions.
• Determine when and how to engage clients based on calculated ROI!
• Own the Signature experience across complex, multi-org customers.
• Organize information across multiple work streams and integrate customer priorities and timelines into comprehensive success plans.
• Proactively take ownership of customer needs and connect all the dots.
• Craft a clear engagement charter with specified goals and metrics to ensure alignment across internal and external teams.
• Align the Account Success team and internal stakeholders around the customer’s business and technical goals.
• Design multi-step digital workflows where agents handle repetitive data-intensive work, freeing the CSM for high-stakes relationship building.
• Cultivate and maintain relationships with customer IT and business executive leadership.
• Navigate the customer’s and Salesforce’s internal organizational dynamics to achieve results.
• Combine expert Salesforce knowledge with deep business insight to deliver effective recommendations.
• Amplify the voice of the customer with internal teams to ensure the organization remains laser-focused on customer success.
• Develop a strong working knowledge of Salesforce’s major solutions and leverage industry insight to position customers for future success.
• Mentor team members to help accelerate their personal development.

Senior Customer Success Manager – Tableau

• Build and sustain executive sponsor relationships - lead strategic business discussions, establish shared goals and milestones, and become the partner buyers bring into internal planning conversations.
• Develop a deep understanding of each buyer's business model, competitive landscape, and field service spend, and use that context to bring recommendations, not options.
• Translate buyer use cases into real platform configurations: dispatch rules, SLA routing, skills matching, contractor networks, and multi-region scheduling that work in the field, not just in a demo.
• Own the technical side of onboarding - SSO, ERP/CRM/payroll integrations, automation setup - and lead working sessions directly with buyers' ops and IT teams without escalating.
• Use AI and platform analytics to detect adoption gaps, flag rising exceptions, and surface where buyers are leaving performance on the table, then turn those signals into practical workflow improvements.
• Run structured KPI discovery - first-time fix rate, dispatch time, work order cost, SLA compliance - and co-create a quantified value hypothesis tied to the buyer's P&L.
• Build mutual success plans with clear owners and milestones; track outcomes vs. baseline and present results as before/after narratives in the buyer's financial language, not a feature list.
• Drive renewals and expansion by anchoring every business-focused conversation to evidence of realized value - new regions, deeper platform engagement, and additional services.

Senior Customer Success Executive

Customer Advocate

• Provide day-to-day client management and servicing
• Support team in handling of calls/emails and investigates questions and concerns from insured (Billing, Change Requests, Certificates, Auto ID Cards, Basic Policy questions).
• Process incoming mail (postal, email and/or faxes) for the team and distribute to team
• Process cancellation notices/non-payment issues; Advise Client Manager/Account Executive to handle
• Review policies, send change request to companies, update schedules and applications, and prepare for policy delivery
• Deliver policies as directed by Producer/Client Manager/Account Executive
• Request and prepare policy endorsements
• Issue certificates of insurance and deliver Special Handling Certificates to Client Manager/Account Executive
• Process client monthly reports
• Process premium audits and deliver disputed audits to Client Manager/Account Executive
• Follow agency procedures for EPIC (client management system).
• Perform other duties as assigned.

Client Advocate – Construction

• Drive Customer Value & Growth
• Ensure every customer experiences consistent, high-quality engagement throughout their lifecycle.
• Partner with Sales, Renewals, and Services leadership to drive adoption, retention, and expansion across the customer base.
• Model and coach a cohesive account team approach — ensuring CSMs, TAMs, Account Executives, and Renewal Managers operate as a unified team aligned on customer outcomes.
• Provide executive sponsorship for strategic accounts and serve as a trusted advisor to C-level customer stakeholders.
• Cultivate Deep Product Expertise
• Uphold one of the hallmarks of Highspot’s Customer Success team by developing and maintaining deep knowledge of our platform and its integrations within customer environments.
• Ensure the CSM organization is equipped to provide best practices, training, and guidance that maximize customer value and adoption.
• Champion product expertise as a differentiator, reinforcing credibility and trust with customers at every level.
• Foster a High-Performance Culture
• Lead with a people-first mindset — genuinely investing in the development, wellbeing, and career growth of every member of your team.
• Hire, coach, and develop top talent at every level of the CSM org, leading with high emotional intelligence and self-awareness.
• Set and uphold high performance and engagement standards, balancing accountability with empathy.
• Cultivate a culture that embodies Highspot’s guiding principles, especially “Enjoy the Ride.”
• Drive Commercial Impact & Retention
• Lead a team in owning and exceeding a dedicated customer retention target for your assigned strategic portfolio.
• Drive adoption of MEDDPICC sales methodology.
• Ensure your CSMs run proactive renewal validation — confirming stakeholder alignment, surfacing risk, and documenting customer value — in close partnership with their Renewal Managers.
• Maintain forecasting accuracy for renewals and expansion, providing reliable, data-driven insights to leadership.
• Drive your CSMs to surface and qualify expansion opportunities in partnership with Account Executives who own the commercial relationship, stepping in to support key deals as needed.
• Collaborate Cross-Functionally
• Partner with Product leadership to channel customer insights into product strategy and innovation.
• Work with Marketing and Sales to align on customer advocacy, referenceability, and expansion opportunities.
• Collaborate with Operations and Analytics to ensure data-driven decision-making across the CSM function.
• Lead & Scale the Organization
• Build and inspire a segment-focused Customer Success team that sets the standard for excellence across Enterprise and Strategic accounts.
• Implement scalable processes, tools, and metrics that drive efficiency, consistency, and predictable outcomes.
• Develop the leadership bench within the CSM org, ensuring succession planning and long-term organizational strength.

Director, Customer Success Management

• Serve as a dedicated strategic advisor to a smaller, high-impact book of business.
• Conduct quarterly Strategic Review meetings with each customer to assess progress, align on goals, and identify new opportunities.
• Develop and maintain shared Success Plans that outline customer objectives, key milestones, and success metrics.
• Provide annual Budget Planning Documents to support customers in securing internal funding and planning for future investments.
• Build deep relationships through in-office visits, conference attendance, and tradeshow engagements as needed.
• Act as the primary point of contact for strategic customers, ensuring a seamless experience across onboarding, adoption, and renewal.
• Collaborate cross-functionally with Sales, Implementation, and Support to resolve issues and deliver value.
• Analyze customer usage data and engagement metrics to inform proactive outreach and strategic recommendations.
• Monitor customer health and implement mitigation strategies to reduce churn risk.
• Identify and nurture expansion opportunities through consultative conversations and strategic planning.
• Partner with Sales to co-develop account growth strategies and support upsell/cross-sell initiatives.
• Present tailored value propositions to executive stakeholders.
• Champion the voice of the customer internally, advocating for product enhancements and service improvements.
• Maintain accurate and up-to-date records in CRM and customer success platforms.

Customer Success Consultant

• Act as an expert clinical resource for complex diabetes management scenarios requiring advanced judgment and intervention.
• Apply evidence-based diabetes management principles to guide patients and healthcare providers through Omnipod therapy challenges.
• Deliver advanced, personalized clinical education and training via phone and virtual platforms.
• Manage clinical retention quotas assigned for a defined geographic region, including complex customer scenarios.
• Execute established retention strategies while tailoring engagement to individual patient and regional needs.
• Build and maintain strong working relationships with healthcare providers to support continuity of care.

Customer Success jobs in Minnesota

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Partner Success Representative

Senior Client Success Consultant

Manager, Customer Success – Central Region

Training and Technology Adoption Manager

Senior Manager, Provider Implementation

Senior Implementation Specialist

Senior Customer Success Manager

Customer Success Manager, Online Banking – Money Movement

Customer Success Manager, Business Banking – Money Movement

Customer Onboarding Specialist

Client Retention Specialist

Customer Success Operations Lead

Customer Success Manager – Corporate Risk

Senior Customer Success Manager

Senior Customer Success Manager – Tableau

Senior Customer Success Executive

Client Advocate – Construction

Director, Customer Success Management

Customer Success Consultant

Senior Clinical Retention Specialist, Central Region