Customer Success Manager

• The Customer Success Manager is the primary point of contact between Net Driven and our customers, delivering the highest level of service via phone, email, and web meetings.
• This position uncovers each customer's goals and proactively recommends marketing solutions that address their needs, with the aim of retaining and growing their partnership with Net Driven.
• A successful person in this role becomes a true customer partner — helping dealers sell, service, and retain more customers, while expanding their shop's revenue opportunities.
• Help independent auto service and tire businesses thrive in a competitive market space.
• Become an expert on all Net Driven products (within the first 90 days of employment).
• Consistently lead quarterly business reviews with your portfolio of customers.
• Build strong customer relationships through remote, web meetings and professional virtual communication.
• Respond quickly and persistently to customer issues, working to resolve concerns in a timely and effective manner.
• Identify customer needs, communicate the value of relevant products and services, and refer qualified sales opportunities to the Sales Team.
• Consistently work to retain your book of business by successfully identifying at-risk customers and taking proactive actions to save.
• Contribute and support positive customer satisfaction scores by providing best-in-class service (CSAT/NPS).
• Maintain and uphold all internal processes and procedures.
• Proactively seek to improve tasks and meet company goals.
• Become an expert on and use a robust set of business tools—including Salesforce, Jiminny, Power BI, and Vonage - to manage customer relationships, track performance, support communication, and uncover opportunities for improvement.

Customer Advocate

• Provide information, referrals, and linkage to medical care, mental health services, substance use treatment, housing resources, and other community-based services.
• Assist clients with applications and renewals for public benefits, including Medicaid, SNAP, SSI/SSDI, and housing assistance programs.
• Monitor client progress and conduct follow-up contacts to ensure successful service engagement.
• Support clients in crisis situations by providing immediate assistance and connecting them to appropriate resources.
• Remain informed about HIV/AIDS-related issues, community resources, and changes in public benefits and healthcare systems.
• Accurately document all client interactions and services using internal tracking systems (AWARDS).
• Maintain relationships with external partners to support program accessibility and success.
• Participate in team meetings, staff trainings, and collaborative planning to improve service delivery.
• Adhere to all agency and funder policies including documentation, confidentiality, communication, and conflict resolution protocols.

Client Advocate

Product Adoption Specialist

• Lead efforts to scale the adoption of Reddit’s priority ads products, increasing advertiser engagement and revenue.
• Develop and manage programs to support product adoption across Large Customer Sales (LCS) advertisers and sales teams in the United States.
• Work directly with advertisers to identify, pitch, activate, onboard, and grow clients with strategic product opportunities.
• Partner closely with Sales, Product, Product Marketing Management (PMM), Revenue Strategy &amp; Analytics teams, GTM Enablement, and more in alignment to strategic goals.
• Equip sales teams with the necessary knowledge, training, collateral, and market insights to effectively position and implement Reddit's ad products.
• Advocate for advertiser needs and identify opportunities and gaps, providing feedback to PMM and Product teams to inform ongoing product development.
• Partner with Sales and Strategy/Ops leadership to understand progress to goal and identify steps that can be taken to accelerate outcomes.

Senior Product Adoption Strategist, Shopping

• Lead, coach, and develop the TSM team, defining best practices and operating standards
• Own key-customer GRR and the technical-outcome metrics you define with Product
• Ensure a technical read on every Enterprise upgrade prospect before outreach, and co-author the technical sections of proposals
• Drive onboarding setup, Workload Unit (WU) optimization, and quarterly architecture reviews for strategic accounts
• Own the escalation protocol: triggered at 48hr+, business-critical, or infrastructure issues, with documented root cause and written close-out
• Partner with Account Management, Customer Success, Product, and Engineering to de-risk complex implementations

Manager, Technical Success

• Act as the main point of contact for assigned customers, developing strategic relationships and guiding platform adoption and success planning
• Deliver regular business reviews (QBRs/EBRs), clearly communicating ROI and aligning on success metrics to support retention and expansion
• Understand customers’ industries, goals, and challenges to provide tailored recommendations and align internal and external stakeholders on success objectives
• Promote awareness and usage of key platform features, provide ongoing education, and identify opportunities for expanded adoption
• Proactively monitor customer health, manage escalations, and collaborate with Product, Engineering, Support, and Sales teams to resolve issues and share actionable insights
• Maintain expert knowledge of the product roadmap and communicate relevant updates and enhancements to customers
• Coordinate with internal teams to develop and execute customer success plans, addressing risks before they impact engagement or satisfaction

Customer Success Manager, Enterprise

• Serve as the primary strategic partner for mid-market customers
• Build strong relationships with key stakeholders
• Drive platform adoption and usage by analyzing customer engagement data
• Own the ultimate success of your portfolio of customers
• Lead regular strategic business reviews, success planning sessions.
• Collaborate with Implementation and Services teams
• Act as the customer’s internal advocate.
• Maintain account documentation like success plans and meeting notes.

Senior Customer Success Partner – Mid Market

Onboarding Specialist

• Drive and support the onboarding and vendor management processes
• Organizing, collecting and entering vendor data into Burlington systems
• Field vendor and merchant inquiries
• Collaborate with cross functional partners to provide a smooth onboarding process
• Respond promptly to vendor emails and inquiries
• Educate teams on flow of onboarding process
• Complete vendor forms/credit applications and provide resale certificates
• Maintain and assist vendors with contact and remittance information updates

Vendor Onboarding Coordinator

• Supervises day-to-day activities of the Global Client Success team
• Coordinates and supervises workload distribution
• Develops, delivers, and maintains training programs
• Oversees the laboratory submission help desk function
• Provides escalation and advanced case support for complex client issues
• Supports deployment and operational maintenance of the new client portal
• Responsible for implementing NAMSA client portals
• Monitors and reports operational KPIs of the team
• Serves as a liaison between Commercial, IT, and Laboratory Operations
• Identifies and escalates operational or client-related issues appropriately
• Other duties as assigned.

Supervisor, Global Client Success

Implementation Specialist

• Deploy the GOS Sales Squad: Partner with Commercial VPs to institutionalize GO&S participation in late-stage sales pitches, embedding a specialized "Sales Squad" into marquee enterprise deals to turn our redefined Five-Star Care into a primary selling point.
• Build Strategic Alignment: Forge strong relationships and operational governance across global commercial leadership and Global Operations and Services to ensure a "CX-first" mindset across the sales cycle.
• Govern Scope Boundaries: Standardize and govern the macro-level expectations of global Sales teams, prospects, and implementation partners regarding our operational scope of services and tier definitions.
• Ruthlessly Simplify Tier Configurations: Partner with commercial pricing and marketing teams to collapse complex legacy service offerings into unified, high-impact packages that remove market confusion.
• Serve as Executive Liaison: Act as the primary operational partner and definitive source of truth for Sales and Commercial leadership during high-value pitches, RFPs, and global go-to-market rollouts.
• Optimize Time-to-Value (TTV): Drive structural process improvements and scale automated onboarding frameworks within Global Operations to compress the timeline from contract-signing to a client's first live booking.
• Champion the Pre-Sales CX Lens: Serve as the organizational pre-sales customer expert, maintaining a deep understanding of complex market needs, tier economics, and localized global implementation trends.
• Architect Data Strategies: Establish a standardized pre-sales data reporting suite (tracking TTV, launch velocity, and custom scoping drag) to drive data-backed commercial decisions.
• Synthesize Complex Insights: Leverage a deep understanding of data, intuition, and customer feedback to rapidly extract actionable information and proactively modify the pre-sales operational roadmap.
• Enable the Commercial Engine: Empower the Sales and Customer Success organizations with scaled enablement collateral and continuous updates so they can speak transparently, accurately, and effectively about our support ecosystem.
• Define Metrics for Success: Partner with global CX and Operations leadership to define, monitor, and scale key performance metrics for the pre-sales and implementation lifecycle.
• Ensure Day-1 Excellence: Recommend and implement process optimizations that guarantee newly onboarded clients successfully meet contractually established service level agreements (SLAs) from the moment they go live.
• Protect Operational Capacity: Leverage data to speak fearlessly and confidently about operational boundaries, guiding commercial leadership on high-risk custom scoping or premature tier selling.

Director, Client Experience – Pre-Sales Experience, Implementation

• Own a portfolio of strategic accounts (~$2–$3M in ARR) and carry the number for both gross revenue retention (GRR) and net revenue retention (NRR), proactively forecasting and de-risking every renewal.
• Drive deep, durable adoption of the Miter platform across payroll, HR, and finance workflows — monitoring health signals, building success plans, and intervening early to keep accounts on track to value.
• Identify, qualify, and advance Customer Success Qualified Leads (CSQLs) — surfacing upsell and cross-sell opportunities and partnering with Sales to convert them into expansion revenue.
• Establish and deepen trusted-advisor relationships with executive sponsors (CEO, CFO, COO, VP of HR/Operations), running executive business reviews that tie Miter to measurable business outcomes.
• Build and maintain account plans for each customer — stakeholder maps, success metrics, value-realization roadmaps, and risk registers — and execute against them with clear milestones.
• Serve as the point of accountability when issues arise, coordinating cross-functional response, communicating clearly with executives, and driving escalations to resolution.
• Operate with minimal oversight to push initiatives, renewals, and expansion efforts across the finish line — owning outcomes end-to-end, not just activities.
• Work closely with Launch, Sales, Solutions Engineering, Support, Product, and Engineering to ensure seamless handoffs, relay customer insights, and advocate for improvements that reflect customer needs and industry trends.
• Contribute to playbooks, process improvements, and team best practices — turning learnings into leverage as we grow the Strategic CS motion.

Strategic Customer Success Manager

• Lead, coach, and develop a team of 6+ Scaled CSMs across the U.S. and U.K., each managing a high-volume book ranging from 100-400 accounts
• Own the strategy and execution of digital customer success programs designed to drive engagement, product adoption, and retention across the emerging and mid-market segments
• Partner with Product, RevOps, and Customer Enablement to design, test, and iterate on automated and tech-touch engagement solutions
• Champion a data-driven, hypothesis-testing culture — using signals and insights to continuously evolve your programs based on what's working
• Support and coach your team through renewal and expansion conversations, ensuring commercial confidence and consistency across the book
• Manage and report on key retention metrics, renewal forecasting, and customer health across a $22M+ ARR portfolio
• Serve as a key stakeholder and voice for the scaled segment internally, influencing tooling, process, and product roadmap decisions

Manager, Scaled Customer Success

• Serve as an administrator for the Slate CRM, managing system configuration, maintenance, optimization, and ongoing enhancements in support of undergraduate admissions operations.
• Design, build, and maintain Slate functionality including applications, forms, portals, reader workflows, communication plans, configurable joins, datasets, queries, reports, rules, permissions, and automations.
• Lead the continuous assessment and optimization of Slate functionality by researching new features, best practices, and system enhancements to maximize platform capabilities.
• Develop and maintain data integrations between Slate, the Student Information System (Jenzabar), Axiom, testing vendors, financial aid systems, and other third-party applications while ensuring data integrity and accuracy.
• Monitor, troubleshoot, and resolve complex system, integration, and data issues across Slate and related enterprise systems.
• Establish and maintain data governance standards through regular auditing, validation, duplicate management, and reconciliation of admissions and enrollment data.
• Manage the import and validation of prospect, applicant, and testing data including purchased search names, SAT/ACT, AP, Common App, and other external data sources.
• Build and maintain advanced reporting and dashboards that support operational decision-making, enrollment management, and institutional reporting.
• Collaborate with Information Technology, Financial Aid, Registrar, and Enrollment leadership on system enhancements, integrations, and strategic initiatives.
• Oversee applicant-facing Slate functionality, including the applicant portal, ensuring an intuitive and effective user experience while resolving escalated technical issues.
• Manage and optimize document management processes, application review workflows, and electronic records to ensure efficient processing and compliance.
• Configure and maintain financial aid data imports and related applicant communications within Slate.
• Develop documentation, standard operating procedures, and training materials for Slate users across the admissions team.
• Provide functional training, and ongoing support for admissions staff, promoting effective use of Slate and adoption of best practices.
• Recommend and implement process improvements through automation, workflow redesign, and emerging technologies.
• Participate in recruitment and yield activities (e.g. open houses, information sessions, admitted student programs) as needed.
• Perform other duties as assigned.

CRM and Operations Specialist

• Own the ongoing relationship with assigned healthcare customers, driving adoption and ensuring they realize real value from our platform.
• Serve as the primary point of contact, acting as the connective tissue between customers and internal teams.
• Translate customer needs into outcomes, surfacing feedback and advocating as the voice of the customer.
• Proactively identify risks and opportunities within accounts to support retention and growth.
• Travel approximately 25% to engage with customers on the ground.

Customer Success Representative

• Define and execute long-term strategies for the Enterprise Core Customer Success team.
• Build technical depth across the team so CSMs can engage credibly on complex customer challenges.
• Ensure ongoing success and value realization for Samsara's enterprise customers.
• Identify and mitigate risk across your portfolio using data-driven insights.
• Partner with Sales, Marketing, Product, and Support to improve customer experience.
• Hire, develop, and manage a team of 6-8 CSMs.

Senior Manager, Customer Success

• Configure Hello Patient workflows to match how each practice operates day to day
• Help drive discovery through requirements gathering and stakeholder collaboration
• Validate requirements, manage dependencies, and ensure clean setup and access
• Become an expert in phone configurations and telephony systems
• Setup outbound agent campaigns and performance monitoring
• Extensively test new agents prior to go-live, ensuring quality and reliability
• Help drive the implementation plan, ensuring that weekly milestones are met to launch, and the team is not blocked in any aspect of agent delivery
• Own timelines, stakeholders, and communication to keep projects moving
• Track risks, resolve blockers quickly, and keep expectations clear
• Own & drive 1->10 agent expansions by getting new customer locations live
• Support AI Agent Product Managers on net-new launches and pilots
• Provide structure and coordination (project plan, status updates, risk tracking)
• Deliver customer trainings (live + recorded) and create simple enablement materials
• Ensure teams are ready at launch and confident using the product
• Monitor early usage, triage issues, and coordinate fixes to improve adoption

• Build out and operationalize the Operations function in the US, taking it from an early-stage foundation through to a mature operating model that scales with Neara's growth.
• Define and embed project management and customer engagement best practices across the Customer Success team, including targeted coaching for priority projects.
• Design and maintain the project tracking & reporting infrastructure that surfaces project status, risks and value delivery to leadership - from team-level rituals to regional and global executive dashboards.
• Set standards for how teams are configured for success, including team structure, resource allocation, and contract review processes with Product and Engineering.
• Design and maintain Customer Success team onboarding and continuous learning systems.
• Track and surface team sustainability signals to leadership, ensuring individual contributor insights cut through management, and that we proactively manage burnout risk.

Director, Customer Success Operations

• Client Relationship Management: Serve as the primary contact for customers with a prescriptive and consultative approach and as a thought partner to deliver a superior customer experience.
• Strategic Implementation: Lead the integration of Harvey into daily workflows, ensuring seamless adoption and optimal use of our AI solutions.
• Customer Health Monitoring: Proactively and strategically manage overall account health by monitoring key indicators, addressing risks early and driving initiatives that support long-term customer success and retention.
• Training & Enablement: Evangelize the power of Harvey as you meet with end users and collaborate with Legal Product Specialists to enable end users to adopt Harvey on a daily-basis as it becomes a “must have” product.
• Advocacy and Engagement: Direct stakeholder engagement and facilitate executive engagement, transforming customers into Harvey champions within their organizations.
• Feedback Loop: Relay customer insights to our internal teams and collaborate with Product to aid in the continuous improvement of our product and services.
• Travel required: Up to 25% of the time

Customer Success Manager – Asset Management

• Lead CRM strategy and execution across multiple channels to drive engagement, retention, and revenue
• Develop and optimize customer segmentation and lifecycle journeys in Braze
• Launch and manage complex trigger-based programs
• Manage loyalty and incentive-based marketing efforts
• Own CRM program hygiene and technical operations
• Monitor and report on campaign performance
• Continuously improve CRM workflows and automation
• Manage the CRM Coordinator

CRM 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

• 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.

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