Onboarding Specialist

• Lead the setup, configuration, and rollout of operational systems for new brands.
• Manage integrations between systems and internal/external platforms.
• Ensure systems are aligned with operational workflows and business requirements.
• Act as the primary owner of system configurations and structure.
• Find opportunities to improve workflows, automation, and system usage.
• Lead deployment of new features and capabilities, including AI agents and automation tools.
• Standardize processes and guidelines across all brands.
• Monitor system performance and drive ongoing improvements.
• Research and connect with new external providers in CRM, Fraud/Risk, and KYC domains.
• Conduct structured comparisons between vendors based on features, cost, scalability, and operational fit.
• Gather requirements from internal collaborators and translate them into solution criteria.
• Lead vendor demos, discussions, and evaluations.
• Maintain and coordinate knowledge bases across systems and brands.
• Ensure documentation is accurate, scalable, and supports operational teams.
• Conduct testing of new features, configurations, and integrations.
• Validate system functionality prior to rollout and identify issues for resolution.
• Build and maintain operational reports and dashboards.
• Provide insights and recommendations based on data.
• Act as a central point of contact between operations, product teams, and external vendors.
• Train Team Leaders and operational teams on systems and guidelines.

Onboarding and Solution Optimisation Manager

Implementation Specialist

• Conduct site assessments to define project scope, deliverables, constraints, and success criteria in alignment with the statement of work.
• Translate customer requirements into structured project plans, including timelines, milestones, and resource needs.
• Facilitate project kickoff and planning sessions with customer stakeholders to align on scope and execution approach.
• Develop and manage detailed project plans, including timelines, milestones, dependencies, and deliverables.
• Coordinate cross-functional resources to ensure alignment to project schedule and execution objectives.
• Balance competing priorities and adjust plans as needed to maintain project timelines.
• Own end-to-end execution of implementation projects, ensuring delivery against defined scope, timelines, and performance expectations.
• Lead and coordinate cross-functional teams to drive on-time and high-quality project delivery.
• Monitor project execution and resolve issues to ensure successful implementation and service launch.
• Identify project risks, dependencies, and constraints, and develop mitigation strategies to ensure successful delivery.
• Proactively assess risks related to timelines, stakeholder alignment, and site conditions, and drive resolution of issues impacting project progress.
• Coordinate and allocate internal and external resources to meet project deliverables and timelines.
• Collaborate with vendors and service providers to define project scope, schedules, and performance expectations.
• Track project progress against defined milestones and deliverables, ensuring adherence to timelines and scope.
• Provide regular status reporting, highlighting risks, progress, and key decisions.
• Oversee execution of inventory setup and laboratory implementation activities.

Site 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

Customer Success Manager

• 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

• Manages accounts to ensure positive customer experience, sustained and enhanced customer relationships, and revenue growth within accounts.
• Handles onboarding and ongoing training to increase retention and uncover upsells.
• Responsible for meeting/exceeding assigned renewal rate and growth targets.
• Tracks at risk, non-renewal, pending, and lost renewals including reasons for cancellation.
• Clearly understands all product offering, subscription and renewal licensing models.
• Supports assigned client base and responds timely to customer inquiries and promptly follow-ups on customer related issues.
• Collaborates with Sales, Marketing, Channel, and Technical teams to share, develop and build global market intelligence including information related to customers, market trends, supply and demand.
• Conducts quarterly business review virtual visits with at least 75% of accounts in their renewal year.
• Travel required less than 25% of the time.

Customer Success Representative

• 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

• 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

• 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

• 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

Customer Retention Specialist

• Act as an expert clinical resource for complex diabetes management scenarios requiring advanced judgment and intervention.
• Deliver advanced, personalized clinical education and training via phone and virtual platforms.
• Manage clinical retention quotas assigned for a defined geographic region.
• Execute established retention strategies while tailoring engagement approaches to individual patient and regional needs.
• Assess and address multidimensional barriers to therapy continuation (clinical, behavioral, psychosocial, logistical, or access-related).

Senior Clinical Retention Specialist – North (MA, NY, PA, NJ, ME, CT, RI, NH, VT)

• 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

• 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.

• Develop and execute tailored Customer Success Plans to drive user adoption, satisfaction, and retention.
• Build trusted advisor relationships with customers, establishing yourself as a strategic partner.
• Collaborate with customers to define goals, set key performance indicators, and track progress.
• Develop a deep understanding of the Noggin enterprise software platform to assist clients in driving additional value.
• Leverage CRM tools (e.g., Salesforce, HubSpot) and Customer Success platforms (e.g., Gainsight, ChurnZero) to monitor and manage customer engagement.

• **What you will do**
• - Own base revenue retention across your assigned portfolio, proactively managing renewals and long‑term account health
• - Build and maintain trusted relationships with stakeholders across operational, technical, and executive levels
• - Measure and monitor customer health, usage, and risk signals; create and execute success or recovery plans as needed
• - Lead high‑impact customer engagements, including executive business reviews, account planning, and renewal discussions
• - Identify and articulate new customer challenges and collaborate with Customer Growth and Sales teams to surface expansion opportunities (CSQLs)
• - Develop deep expertise in GBG’s solutions and clearly demonstrate how they support customer business outcomes
• - Guide customers through best‑practice product adoption aligned with their goals and regulatory requirements
• - Analyze usage trends, volumes, and performance data to identify anomalies, risks, or optimization opportunities
• - Partner closely with Support and Product teams to resolve issues, surface trends, and influence roadmap priorities
• - Operate cross‑functionally to advocate for customers and drive alignment across GBG
• - Continuously identify opportunities to improve efficiency, scalability, and the overall customer experience
• - Leverage emerging technologies, including AI and automation, to enhance engagement and value delivery
• Note: Strategic CSMs will spend more time in executive‑level engagement, complex escalations, and high‑volume operational oversight, while Enterprise CSMs will focus on portfolio‑level impact, scalability, and growth across a broader customer set.

• Drive customer onboarding, product adoption, and ongoing engagement across your portfolio
• Align product value to customer business outcomes, ensuring customers realize measurable ROI
• Lead strategic business reviews and customer success planning sessions
• Deliver proactive recommendations and best practices that improve customer outcomes
• Monitor customer health, product usage, and engagement trends to identify churn risk early
• Execute mitigation strategies and success playbooks for at-risk accounts
• Partner with Account Management on save motions, retention plans, and renewal strategies
• Build trusted relationships with customer stakeholders at all levels of the organization
• Serve as the primary strategic advisor for product adoption and operational best practices
• Execute proactive engagement cadences and lifecycle strategies across your book of business
• Maintain accurate customer health data, account insights, and lifecycle tracking in Salesforce and CS platforms
• Execute customer success playbooks and engagement frameworks with consistency and discipline
• Leverage customer signals and usage data to prioritize action and drive outcomes at scale
• Contribute to scalable CS processes, programs, and operational improvements
• Identify customer growth opportunities through usage trends, business needs, and stakeholder conversations
• Partner with Account Management to surface and support expansion strategies
• Advocate for customer needs internally while balancing business objectives

• 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.).

Customer Success jobs in New Hampshire

See all jobs on JobTailor

Onboarding and Solution Optimisation Manager

Site Implementation Specialist

Senior Implementation Specialist

Senior Customer Success Manager

Customer Success Representative

Customer Success Operations Lead

Senior Customer Success Manager

Onboarding Manager

Director, Customer Success Management

Senior Clinical Retention Specialist – North (MA, NY, PA, NJ, ME, CT, RI, NH, VT)

Senior Client Success Specialist

Customer Success Manager

Customer Success Manager

Customer Success Manager

Senior Customer Success Manager

Enterprise Customer Success Manager