Customer Success Manager

• Deliver timely execution of CRM campaigns aligned with US market strategies, taking full ownership of campaign quality and on-schedule deployment
• Own and manage customer journeys across key lifecycle stages including onboarding, retention, reactivation, and loyalty, ensuring each stage delivers measurable engagement outcomes
• Plan, set up, schedule, deploy and report on campaigns across Modals, In-App notifications, Push notifications, and Email
• Conduct A/B testing to measure campaign performance and contribute to optimisation efforts
• Analyse campaign performance data and deliver actionable recommendations that directly improve engagement and retention outcomes
• Brief and partner with copywriters and designers to deliver assets for customer communications, ensuring brand and quality standards are met
• Lead the end-to-end execution of generosity campaigns, from setup through to post-campaign analysis
• Work closely with the US Customer Engagement Manager and VP of Marketing to plan and execute customer engagement campaigns aligned to business priorities, collaborating with the broader US Marketing team on concepts and execution, and the global CRM team on best practices
• Proactively contribute performance insights and learnings to the global Customer Engagement team, driving improvements to efficiency and best practice across markets
• Identify and resolve inefficiencies or errors in campaign processes, recommending and implementing improvements to execution standards
• Leverage tools including Quick Suite, Amplitude, and Braze to identify trends, define segmentation and targeting strategies, and translate findings into concrete campaign improvements
• Ensure all CRM activities adhere to US gambling, data protection and privacy regulations.

Marketing Specialist, CRM/Lifecycle

• Develop and execute the overall Client Success strategy across SS&C Health's client portfolio.
• Build trusted executive relationships with C-suite leaders at strategic client organizations.
• Serve as executive sponsor for key accounts, leading governance, executive business reviews, and strategic planning sessions.
• Ensure clients achieve measurable business outcomes and maximize the value of their SS&C Health investment.
• Establish a disciplined Client Health framework utilizing operational, financial, relationship, and adoption metrics.
• Drive client retention while identifying expansion and cross-sell opportunities in partnership with Sales.
• Lead renewal strategy and commercial planning across strategic accounts.
• Proactively identify risks and implement recovery plans before issues impact client satisfaction.
• Lead, coach, and develop a high-performing Client Success organization.
• Foster a culture of accountability, proactive communication, continuous improvement, and client advocacy.
• Drive consistency in governance, account planning, success metrics, and executive communications.
• Partner closely with Product, Operations, Professional Services, Sales, and Support to deliver a seamless client experience.
• Develop executive-level account strategies aligned with client priorities and SS&C Health growth objectives.
• Lead complex client negotiations and strategic commercial discussions.
• Influence organizational priorities by bringing forward market insights, client feedback, and emerging opportunities.
• Champion process improvements that improve client outcomes and operational efficiency.

Vice President, Client Success

Implementation Specialist

• 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

Onboarding Specialist

• Managing a dedicated portfolio of customers
• Guiding them through onboarding, adoption, and ongoing success with Geotab's telematics ecosystem
• Assessing each customer's unique operational needs and delivering tailored onboarding plans
• Providing MyGeotab technical training and ongoing support to drive product engagement and device activations
• Maintaining detailed records of customer interactions in Salesforce
• Monitoring customer health to identify improvement opportunities
• Processing inbound Add-On order requests
• Working closely with Partner Account Managers, leadership, and cross-functional internal teams to escalate complex issues

Customer Onboarding and Success Specialist

• Collaborate with assigned sales partner(s) to develop customized product and therapy solutions
• Provide training on equipment and therapies
• Conduct prospecting and demand generation activities
• Act as a trusted advisor to patients by providing technical expertise
• Support commercialization and launch of new products and assist in training labeling process
• Assess clinical environments and collaborate with staff to implement training and improvement plans

Clinical Consultant, Implementation Specialist

• Own the full customer lifecycle for a focused portfolio of global, strategic accounts
• Embed as a trusted advisor across decentralized buying centers
• Act as the “quarterback” for a global virtual account team
• Design and scale AI-powered customer programs
• Drive adoption and consumption growth
• Own expansion and upsell motions directly on retention-focused accounts
• Lead strategic success planning, QBRs, and EBRs
• Guide high-stakes consolidation and “build vs. buy” evaluations
• Navigate complex commercial and governance realities
• Build compelling demonstrations, executive presentations, and business value documents
• Serve as the vital link between customers and Branch

Strategic Customer Success Manager – MarTech / AdTech

• 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

Senior Customer Success Manager

• Define and execute the Commerce Technology strategy, aligning product, engineering, AI, and platform investments with enterprise commercial objectives and revenue growth
• Lead the delivery and evolution of digital commerce and CRM platforms, ensuring scalable, integrated, and customer-centric capabilities across all sales channels
• Establish an AI-first engineering operating model that accelerates innovation, improves productivity, and optimizes technology investments and value delivery
• Drive exceptional digital customer experiences through product innovation, personalization, data-driven decision making, and continuous optimization
• Champion engineering excellence by embedding enterprise standards for quality, security, reliability, automation, compliance, and operational resilience
• Govern a complex portfolio of strategic initiatives, technology investments, budgets, and vendor partnerships to deliver measurable business outcomes and maximize value
• Foster a high-performing, metrics-driven culture focused on accountability, continuous improvement, operational excellence, and business impact
• Build and develop exceptional product and engineering organizations through leadership, organizational design, talent development, and AI-enabled workforce transformation

VP Commerce – CRM Technology

• Provide or coordinate on-site and virtual training for lab and clinical staff; ensure understanding and accountability for proper use of new systems, workflows, and enhancements.
• Monitor implementation performance using defined KPIs and proactively address delays, technical issues, or compliance concerns.
• Maintain implementation documentation, SOPs, and training materials.
• Serve as the primary point of contact during the implementation phase, ensuring timely communication, issue resolution, and successful implementation.
• Develop and manage detailed implementation plans, including checklists, timelines, and task assignments to ensure a smooth and organized deployment.
• Coordinate installation and calibration of digital lab equipment (e.g., CAD/CAM systems, 3D printers, milling machines, scanners) and confirm operational functionality.
• Follow and enforce Aspen Dental standard lab workflows, documentation, and SOPs to ensure consistency across all practice locations.
• Conduct post-implementation reviews to assess readiness, gather feedback, and ensure ongoing accountability for lab performance.
• Provide regular updates to the Lab Implementation Senior Manager, flagging risks, successes, and improvement opportunities.

Manager, Dental Lab Implementation

• Own onboarding from sales handoff through launch and first 30 days post-go-live
• Serve as the primary point of contact, aligning expectations, timelines, and technical requirements
• Ensure accurate, predictable go-lives and a smooth transition to Support/CSM teams
• Configure Tapcheck’s platform and manage data accuracy across Salesforce and internal tools
• Troubleshoot integration, payroll/timekeeping, and data-flow issues with urgency
• Work with third-party vendors when resolving complex or enterprise-level setups
• Validate deductions, sync behavior, and critical data flows after launch
• Identify and resolve issues quickly to stabilize clients within their first 30 days
• Partner with Sales, Product, Engineering, Support, and CSMs to remove blockers and improve reliability
• Maintain and refine documentation, SOPs, and onboarding tooling
• Contribute to scalable, automated onboarding workflows through our platform, OnRamp

Onboarding Manager

Customer Advocate

• Answer high‑volume inbound calls from prospective clients (typically 80–100 calls per day-average 5 minutes per call)
• Deliver excellent customer service and support to potential and current GreenPath clients
• Enter and update client data with accuracy and attention to detail
• Schedule appointments for prospective clients with Financial Counselors
• Triage incoming calls from existing clients and creditors, routing them appropriately
• Professionally intake and review client complaints
• Maintain strict confidentiality regarding client financial information
• Perform role duties primarily while seated and using standard office equipment (phone and computer)

Client Advocate

• 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

• Owning the full customer lifecycle strategy, including onboarding, activation, retention, reactivation, and loyalty initiatives.
• Designing, executing, and optimising segmented email, SMS, and push notification campaigns.
• Building and managing automated customer journeys to improve engagement, retention, and lifetime value.
• Developing data-driven customer segmentation strategies based on behavioural, transactional, and engagement data.
• Conducting A/B testing and performance analysis to continuously improve campaign effectiveness.
• Monitoring key CRM and retention metrics and providing actionable insights to stakeholders.
• Collaborating closely with product, marketing, and operations teams to enhance the overall customer experience.
• Managing customer communications and ensuring messaging remains relevant, personalised, and timely.
• Owning customer support quality standards, response processes, and service-level expectations.
• Identifying common customer pain points and working cross-functionally to improve customer satisfaction and reduce churn.
• Leveraging customer feedback and behavioural insights to influence product improvements and retention strategies.

CRM & Customer Success Lead

• Drive an exceptional operational experience for clients
• Identify learner escalation trends and surface feedback
• Collaborate cross-functionally with internal teams
• Provide learner escalation support for clinical programming
• Analyze client and learner feedback for trends

Senior Client Success Specialist

• Provide front-line support to clients via phone, email, and live chat, delivering timely and accurate guidance on ClearStar’s platforms including Aurora, ScreenMeNow, MIS Admin, and Gateway Tools.
• Troubleshoot client issues, analyze service configurations, and deliver clear, actionable solutions.
• Document all case activity from intake through resolution using Zendesk CRM with accuracy and consistency.
• Manage multiple active priorities and cases independently while maintaining quality and follow-through.
• Support client training needs through virtual demos and screen-sharing sessions via MS Teams.
• Explain technical concepts and platform functionality clearly and accessibly to clients with varying levels of technical fluency.
• Provide input on platform features, documentation, and support resources to improve the overall client experience.
• Collaborate with internal teams—including Technical Services, Records & Verification, Sales, Implementation, and Account Management—to resolve cases and ensure accurate client configurations.
• Assist with order management tasks and supplier configuration updates as needed.
• Participate in system testing and quality assurance activities for new features, platform updates, and configuration changes.
• Contribute to internal process improvements and knowledge base development.

Customer Success Advocate

• Own value creation and drive adoption, retention, renewals, and expansions across a portfolio of hospitals and health systems for the Incredible Health Career Marketplace and Incredible Health Lyn.
• Serve as a strategic advisor from post-onboarding through renewal, including optimizing hiring funnels, rolling out new capabilities, refining processes, and aligning to system-level workforce goals.
• Lead executive engagement with regular executive business reviews, clear success plans, and decisive follow-through.
• Use AI daily, including building AI agents and workflow automations that accelerate reporting, insights, and client execution.
• Translate data into clear narratives and action plans that earn buy-in from clinical, human resources, and C-suite leaders.
• Navigate complex stakeholder landscapes across multiple sites and service lines, including setting shared goals, unblocking dependencies, and delivering timely outcomes.
• Partner cross-functionally to deliver a unified, high-quality client experience and capture voice-of-customer insights to inform roadmaps and service improvements.
• Operate with autonomy and creativity, communicating proactively and moving fast without sacrificing quality.

Enterprise Customer Success Manager – AI-native

• Cultivate a broad understanding of CommandLink’s products, technology, software, and game-changing support methodology.
• Leverage powerful proprietary software tools for maintaining regular communication with a defined list of customers, keeping ahead of their technology initiatives, and positioning CommandLink to grow our partnership with our primarily mid-market and enterprise customer base.
• Gain the trust of your assigned customers, be a trusted point of contact for questions and action items, and act quickly and communicate effectively when a customer has a positive experience with CommandLink across their life cycle.
• Implement strategic initiatives created in cooperation with CommandLink leadership that will identify opportunities for product cross-selling and work with the various additional resources through a sales cycle and to ultimately winning additional business.
• Manage the proprietary CommandLink software tools including CRM, quote tool, sales play automation tool, and KPI dashboards to ensure metrics are achieved.
• Have a positive impact on the company culture, which CommandLink is very focused on maintaining as we rapidly grow into a U.S. leader for enterprise network, communications, and software solutions.
• Takes on additional responsibilities and projects as needed to support the success of the team and organization.

• Conduct market analysis and research, communicating findings to key partners to inform strategic decisions
• Report game performance, sharing competitive insights that help steer our business
• Convey game roadmaps to partners and operators, ensuring prioritized delivery of top-tier content
• Collaborate with operators and partners to develop comprehensive marketing plans for our content
• Optimize Aristocrat Interactive’s commercial, promotional, and on-site content proposition for customers, ensuring it meets and exceeds relevant benchmarks
• Identify and develop business opportunities with our customers by upselling and cross-selling products, features, content, and new market opportunities
• Provide ongoing account management to assigned customers, ensuring their needs are met and exceeded
• Attain annual sales objectives, showing skill in accurate and strategic forecasting
• Coordinate tracking, reporting, and analysis of performance metrics, showing a keen interest in data and a desire for deeper insights
• Lead in-depth monthly and quarterly performance reporting, providing insights, recommendations, and strategic focus points to customers
• Ensure educated delivery of both marketing and technical documentation to partners
• Handle and prioritize operators’ daily issues in conjunction with internal support functions
• Identify and coordinate training requirements to improve partner performance
• Support product pipeline prioritization from a commercial value perspective, contributing to continuous improvement decisions
• Represent Aristocrat Interactive to assigned partners, taking ownership of relationships and outcomes
• Regular travel to meet customers will be encouraged, encouraging strong and lasting connections

Senior Partner Success Manager

• Own and optimize Grove's lifecycle and trigger ecosystem — including complex Braze canvases, targeting and exclusion logic, Liquid personalization, and technical integrations with Shopify and Recharge
• Design, execute, and operationalize A/B and multivariate tests across channels, maintaining an ongoing testing pipeline that compounds learnings over time
• Build, QA, and deploy campaigns and canvases directly in Braze across email, push, SMS, and in-app channels
• Analyze campaign and trigger performance on a weekly and monthly basis, translating data into actionable insights
• Bring a strategic lens to lifecycle program decisions — contributing a point of view on what to prioritize, what to test next, and where the biggest opportunities are
• Collaborate cross-functionally — including playing a key role in integrating CRM with new personalization and loyalty infrastructure

Marketing Manager, CRM

• Own the end-to-end onboarding experience for complex, high-priority, or enterprise-level advisor clients, from kickoff through full platform activation.
• Design, deliver, and continuously refine structured onboarding programs, training curricula, and client-facing resources.
• Act as a senior platform subject matter expert, providing in-depth guidance on RPAG features, workflows, and best practices.
• Develop a deep understanding of each client’s business model and goals, and tailor the onboarding experience accordingly to drive meaningful adoption.
• Monitor and analyze client adoption and engagement data; proactively identify risk and develop mitigation strategies to ensure successful platform utilization.
• Mentor and support junior Onboarding Specialists, serving as a resource for escalated questions and providing coaching on best practices.
• Lead the development and maintenance of onboarding playbooks, scalable training materials, and knowledge base content.
• Collaborate cross-functionally with Sales, Product, Marketing, and Customer Support to align on client messaging, drive feedback loops, and improve the overall client experience.
• Represent the onboarding team in product roadmap discussions, contributing the client perspective to feature prioritization.
• Maintain accurate and detailed records of client engagement and onboarding progress in Salesforce.
• Travel to client sites, company events, and industry conferences to deliver training and deepen relationships (travel expected approximately 4–6 weeks per year).
• Complete other related duties as assigned

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