Customer Success Manager

• Onboard new clients and guide them through product setup, training, and initial usage to ensure successful implementation.
• Serve as the primary point of contact for customer issues, troubleshooting problems, coordinating with support and technical teams, and ensuring timely resolution.
• Act as a subject matter expert; driving best practices across Intralinks products and services.
• Act as a customer advocate internally, helping to shape product roadmaps and service offerings based on customer feedback and industry insights.
• Monitor and drive product adoption and usage, ensuring customers are utilizing the platform to its fullest potential.
• Provide training, resources, and tailored recommendations to help customers achieve success.
• Regularly engage with customers through check-ins, QBRs (Quarterly Business Reviews), and other touchpoints to review progress, offer strategic guidance, and address any concerns or roadblocks.
• Drive customer satisfaction and retention by identifying and mitigating churn risks.
• Participate in contract renewal discussions, ensuring that customers see the value of continued partnership with us.
• Work closely with sales, product, and support teams to relay customer feedback, advocate for customer needs, and influence product development and improvements.
• Identify opportunities for upsell and cross-sell based on customer needs, and work with the account teams to expand product usage and drive additional value for customers.

• 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.

Lifecycle Marketing Specialist, CRM Specialist

Onboarding Specialist

• Act as the primary liaison for new client relationships, providing guidance and support from initiation to completion of onboarding.
• Set and communicate clear timing, funding, and process expectations with clients and stakeholders.
• Lead all communication with internal and external stakeholders to ensure alignment and transparency throughout the onboarding process.
• Collaborate with cross-functional teams to address client needs, resolve issues, and ensure deliverables are met.
• Schedule, host, and lead weekly onboarding calls with all new clients and relevant stakeholders.
• Develop and maintain detailed onboarding plans, ensuring all tasks and milestones are tracked and completed on time.

Onboarding Manager

Implementation Specialist

• Act as an application and solution specialist for the ONESOURCE Pagero platform
• Deliver end-user and super-user training
• Manage several projects in parallel, supporting pre-sales activities and software demonstrations
• Customize and configure applications according to specifications
• Design, develop, and document project deliverables
• Participate in application configuration, implementation, and testing

Implementation Consultant, E-Invoicing

• Upload legal contracts into Ironclad, manage version control, and ensure accuracy of data
• Facilitate contract execution, monitor signature status, and provide visibility into contracting pipeline health.
• Conduct audits of executed agreements to validate deal terms, metadata mapping, and compliance with internal contracting standards.
• Run pricing of deals through Pearlsights, our internal tool for underwriting, and propose the best option for specific clients
• Contribute to final provider roster submission processes, including roster uploads, metadata validation, TIN/track allocation and pricing coordination, quality control, final allocation management in RMS (Pearl's internal roster management system), and client roster attestations.
• Ensure final deal terms are accurately reflected in contracts and related reporting systems.
• Track submission milestones, surface risks, and ensure all provider roster and contracting requirements are completed on time.

Customer Success Operations – Contract

• Own and manage onboarding of 8-12 enterprise clients simultaneously, guiding them through all phases of implementation and adoption. This includes both corporate legal departments and their law firms.
• Lead clients through onboarding projects ranging from 3-6 months, ensuring milestones, deliverables, and timelines remain on track.
• Identify, manage, and escalate risks to the onboarding project plans proactively before they impact outcomes.
• Partner with internal and external stakeholders to remove blockers and ensure successful implementation.
• Serve as the primary point of contact throughout onboarding.
• Lead kick-off meetings, project reviews, and training sessions.
• Build trusted relationships with senior legal, procurement, operations, finance, and technology stakeholders.
• Drive accountability while maintaining strong client relationships and a positive customer experience that builds long-term trust and growth opportunities.
• Develop expertise in the PERSUIT platform and associated workflows, including eBilling functionality and platform configuration.
• Guide clients through system setup, configuration, data readiness, and adoption activities.
• Collaborate with subject matter experts to support more complex technical requirements and integrations.
• Contribute to support ticket resolution and troubleshooting with users.
• Contribute to the evolution of onboarding playbooks, documentation, processes, and client communications.
• Identify opportunities to improve efficiency, scalability, and client outcomes.
• Leverage AI, automation, and operational tooling to streamline workflows and enhance the onboarding experience.
• Surface customer feedback and implementation insights to Product and cross-functional teams.
• Partner closely with Customer Success, Sales, Support, Product, Engineering, and other internal stakeholders to deliver a seamless onboarding experience.
• Share knowledge and best practices across the Customer Experience organization and the whole company.

• Build and maintain relationships with key stakeholders to ensure alignment and successful outcomes while developing collaborative action plans with them that outline key milestones, responsibilities, and timelines.
• Master the onboarding process, guiding customers through training and adoption while ensuring their success and satisfaction at every step.
• Foster knowledge sharing and community building among customers by organizing webinars, events, or case studies to strengthen the customer network.
• Identify and understand customer needs, challenges, and goals to tailor solutions effectively.
• Create strategic plans for managing client relationships and develop clear and compelling business cases ensuring long term success and growth.
• Communicate and promote proven strategies, methods, and processes that lead to success
• Collect and analyze feedback from clients and internal teams to refine strategies, improve solutions, and enhance customer satisfaction.

Account Success Manager

• Own success for your clients. Manage the Central Region’s P&L, drive ARR to exceed targets, implement account growth strategies, and serve as the primary escalation point for client issues.
• Drive results and strategy. Collaborate with internal stakeholders to develop and execute strategic initiatives that drive growth and efficiency within the Central Region, lead cross-functional projects and initiatives to ensure alignment with overall company goals and objectives.
• Ensure seamless program operations. Collaborate with Sales to implement new program structures, improve tools and processes, track renewals/upsells, and report on key utility program metrics.
• Be a trusted advisor who ensures we meet your clients and your team’s goals. Help the team manage internal expectations as well as those of our clients. Spend time to understand client objectives and help the team guide clients through key decisions to design programs that support these targets. Support Product and Marketing in capturing the voice of the customer and market feedback.
• Be an effective communicator. Work with your team to present key results, facilitate meetings, and deliver nuanced messages to clients. Maintain consistent communication with an array of stakeholders to ensure efficient program implementation across the portfolio, review ongoing needs, and provide timely solutions and recommendations to help achieve program success. Foster effective decision-making and operational excellence by building relationships and helping internal teams understand priorities and business context.
• Be a product and service expert. Develop a comprehensive knowledge of demand management, the drivers of program success, and a deep understanding of the product to effectively communicate capabilities to clients and shape program design. Actively contribute to the refinement and development of new product features and service offerings. Support contract negotiations between EnergyHub and utility clients, SOW negotiations with partners and development for end-use customers.
• Other duties as assigned.

Senior Client Success Manager

• Manage the achievement of unit and revenue goals for CRM (Cardiac Rhythm Management) products in an assigned district
• Assist the district and region in achieving overall cardiovascular sales and marketing objectives
• Develop and implement strategies to achieve short and long-term business objectives
• Utilize field visits and individual or group meetings and telephone contacts to train and develop employees in sales skills, product knowledge, teamwork, time and territory management, competitive knowledge, and career goals pursuits
• Coordinate sales efforts
• Communicate corporate, divisional, regional and/or district mission, goals and activities
• Direct and motivate personnel to achieve unit and revenue goals
• Provide ongoing feedback/coaching and regularly schedule performance reviews
• Implement corrective actions when necessary
• Assist employees with individual development plans (IDPs)
• Provide overall management of district assets including: Developing and managing budgets and forecasts
• Ensuring efficient, effective use of inventory and expenses
• Negotiating and resolving price and contract issues (with reps, accounts, regional management and home office personnel)
• Coordinate efforts with sales reps and managers of other product lines to diversify and maximize overall Medtronic teamwork results
• Develop ethical, long-term customer relationships and represent Medtronic management to customers
• Recruit and interview candidates to maintain a strong personnel "bench," hire top candidates for open positions, and meet workplace diversity goals
• Provide feedback of marketing intelligence to sales and marketing management

District Sales Manager – Cardiac Rhythm Management (CRM)

• Serve as the primary strategic partner for a dedicated book of 750 small to enterprise accounts
• Develop and maintain relationships at multiple levels within each account, including executive sponsors
• Leverage engagement data and account intelligence to anticipate customer needs
• Lead structured save efforts for at-risk accounts
• Own the full renewal cycle for your book of business
• Identify, document, and own expansion forecasts
• Develop and execute tailored adoption plans
• Align customer goals to PreVeil capabilities
• Cultivate customer advocates and reference accounts
• Leverage internal systems and AI tools to manage customer engagement

Senior Customer Success Manager

• Own the post-launch lifecycle management of CFC CRM across global markets
• Be accountable for platform availability, reliability, performance, and scalability
• Manage current CFC CRM ecosystem roadmaps & coexistence with legacy CRM environments, ensuring continuity, direction and risk mitigation
• Make trade-off decisions where precedent may not exist with stakeholder input
• Drive measurable value realization from CRM investments (adoption, productivity, commercial impact)
• Establish level metrics and reporting for BAU health and value delivery within the CFC technology ecosystem
• Ensure CRM outcomes align to commercial strategy, not just technology success
• Define and mature the global CFC CRM operating model & governance, balancing innovation with stability
• Own technology BAU roadmap across support, enhancements, release readiness, and optimization
• Reduce market-by-market variance through harmonization and repeatable patterns
• Define and govern standards for content, workflows, configuration, data, and operations within the CFC CRM ecosystem
• Ensure CFC CRM is embedded into CFC day-to-day workflows
• Act as the single BAU orchestration point for CFC CRM across Commercial, Medical, CMO, Digital, Data, Compliance, and Markets
• Resolve cross-functional dependencies and risks impacting platform stability and value
• Partner with the CFC CRM Product Leader on a single, integrated roadmap
• Own operationalization, handover, and sustainment of roadmap items post-launch

Senior Director, CFC CRM Lifecycle, Value Lead

• Own post-sale success for a portfolio of customers, serving as the primary point of contact.
• Build trusted relationships with customer stakeholders, understand their goals and timelines, and align Oura's capabilities to what success actually looks like for their team.
• Drive adoption, engagement, and retention by ensuring customers realize clear value from Oura’s products and services.
• Lead specialized onboarding for research teams, managing deployment logistics for study participants and ongoing lifecycle execution in partnership with Sales.
• Monitor account health, proactively identifying risks, renewal needs, and expansion opportunities.
• Collaborate cross-functionally with Sales, Enterprise Support, Product, and Operations to deliver a seamless customer experience.
• Apply an understanding of research environments — including data privacy considerations (GDPR/HIPAA) and stakeholder structures — to tailor your approach for each customer.
• Manage multiple customer initiatives with strong execution, clear communication, and sound project management.
• Capture and share customer insights to inform product and process improvements.
• Maintain accurate account records and engagement data in CRM and internal systems.
• Own post-sale relationships for a portfolio of customers and/or partners, serving as the primary point of contact for ongoing success.

Customer Success Manager, Research

• Manage the achievement of unit and revenue goals for CRM (Cardiac Rhythm Management) products in an assigned district
• Assist the district and region in achieving overall cardiovascular sales and marketing objectives
• Develop and implement strategies to achieve short and long-term business objectives
• Train and develop employees in sales skills, product knowledge, teamwork, time and territory management, competitive knowledge, and career goals pursuits
• Coordinate sales efforts
• Communicate corporate, divisional, regional and/or district mission, goals and activities
• Direct and motivate personnel to achieve unit and revenue goals
• Provide ongoing feedback/coaching and regularly schedule performance reviews
• Implement corrective actions when necessary
• Assist employees with individual development plans (IDPs)
• Apply customer focused quality (CFQ) concepts
• Manage district assets, develop and manage budgets and forecasts, ensuring efficient use of inventory and expenses

District Sales Manager – Cardiac Rhythm Management

• Serve as the primary point of contact for our customers, building strong relationships and ensuring their success with our product(s)
• Manage multiple accounts, from mid-sized enterprises through Fortune 500 companies, across different industries
• Understanding the customer’s pain points, compelling events, business goals and objectives, success measures, and desired outcomes, drive the customer to success
• Onboard new customers; increase product adoption and usage across your full customer base; ensure timely renewals while minimizing churn; and uncover additional opportunities for solving customer problems which lead to expansion
• Align with technical stakeholders and executive decision-makers within our customers’ organizations, and conduct activities like regular project calls, periodic business reviews (QBRs, EBRs, etc.) to continuously drive new value and demonstrate the existing value to drive that relationship through
• Act as a client advocate within the company by collaborating with internal teams, such as product development and customer support, providing feedback to help improve our product and services, and ensuring clients' needs are met
• Ensure clients are trained on the Cycode platform, educating them on how to best administer and optimize their usage of our platform to drive ROI and real business impact and receive ongoing support
• Proactively promote and educate customers on new features and capabilities added to the Cycode platform
• Capture and document the specific use cases, configurations, and other factors related to the customer’s instance of Cycode throughout the customer lifecycle
• Create advocacy and evangelism opportunities for customers

• Leading a worldwide team of customer success managers and engineers focused on AWS Cloud business
• Manage a team to drive adoption and consumption motions for AWS and NetApp Cloud customers
• Develop long-term strategies and shorter-term tactics to meet expansion and revenue goals
• Lead a team focused on maintaining and growing customer retention and investment
• Ensure customers maximize value and satisfaction from their cloud investments

Director – AWS Cloud Customer Success

• Drives customer satisfaction, retention, and expansion with our current enterprise customers.
• Serves as a strategic advisor, ensuring they’re seeing measurable value, adopting new content and features, and growing with the platform.
• Partner cross-functionally to ensure the voice of the customer is heard across the company.
• Guiding new customers through their customer journey process efficiently.
• Communicating the benefits a customer gains from utilizing HTB and how HTB addresses a business challenge.
• Scheduling and conducting regular check-in meetings with customers.
• Maintaining accurate and up to date notes on customer health in internal tools (e.g. Hubspot, ChurnZero, etc).
• Examining usage data to pinpoint trends, opportunities and possible concerns, frequently employing analytics tools such as Tableau or Looker.
• Building and nurturing relationships of trust with Exec / senior stakeholders (e.g. buyer) and HTB power users / admins.
• Timely addressing of customer inquiries.
• Coordinating with internal teams to resolve customer issues effectively and ensure seamless customer experiences.
• Proactively identifying and addressing risks to customer satisfaction.
• Gathering actionable feedback from customers for product improvement.
• Identifying and capitalizing on opportunities for upselling and cross-selling.

• Serve as the main point of contact and trusted advisor for a portfolio of clients
• Foster strong, lasting relationships with key stakeholders at all levels, including department managers and physicians
• Develop a deep understanding of each client’s business objectives and align our solutions to their goals
• Proactively manage and resolve client escalations with urgency and professionalism
• Own customer retention and satisfaction for assigned accounts, including renewal planning
• Contribute to revenue growth by positioning new offerings that meet evolving client needs
• Maintain accurate and up-to-date records in CRM and success tools
• Meet client satisfaction, retention, and growth goals as measured both internally as well as through KLAS scores

• Execute the onboarding process for new accounts
• Facilitate client kick-off meetings and regular status updates
• Support user adoption by identifying potential roadblocks
• Conduct formal hand-off reviews
• Guide clients through standard setup and best practices
• Deliver training sessions and create resources
• Assist with standard software integrations and data imports
• Troubleshoot technical issues during the implementation phase

Customer Onboarding Specialist

• You will lead and develop a team of Commercial CSMs while managing a reduced portfolio of customers.
• Driving retention, satisfaction, and scalable growth across the Commercial segment.
• Occasional travel to client meetings may be required.

Team Lead, Customer Success – Commercial

• Own Customer implementations from the Sales handoff through to Support handover
• Own project plans, manage deliverables, report on the status of milestones and proactively identify project risks to internal team members and the Customer
• Manage internal resources in alignment with the project budget
• Provide a consultative approach by building and maintaining great customer relationships to make each project successful for both the client and Unifyr
• Lead customer workshops, prepare requirements and user documentation for project delivery
• Unifyr platform configuration.
• Document configuration environments for handover to Unifyr technical support to address questions and issues that arise post launch.
• Set and reinforce expectations and deadlines with clients and ensure follow-through on any commitments made by the Sales, Customer Success or Service Delivery teams
• Ensure that the delivered solution makes the best use of the capabilities of the Unifyr products and meets the customers’ specified requirements
• Quality assure that the delivered solution meets specification
• Manage customer expectations, identifying and communicating issues and risks, as well as resolving to ensure customer success
• Be involved in, and where applicable, develop and lead initiatives to improve internal processes, documentation, customer satisfaction and speed of delivery
• Develop and maintain a deep knowledge of Unifyr products, the business processes involved in partnering automation and best practices in partner management
• Maintain a current knowledge of best practice in business analysis and project management to maintain your professional skills to the highest level.

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