Customer Success Manager

• Assist clients with vacation planning and recommendations
• Research destinations, accommodations, cruises, and vacation packages
• Prepare customized proposals and itineraries
• Coordinate reservations with preferred suppliers
• Maintain detailed client communications
• Participate in ongoing professional development and supplier training
• Build a strong referral-based client network

Client Experience Specialist

Onboarding Specialist

• Define and execute the onboarding and early lifecycle engagement strategy for Small Business Credit Card customers
• Create customer journeys that educate, activate, and deepen engagement during the critical first 90 days of the customer relationship
• Identify opportunities to improve customer activation, digital wallet enrollment, feature adoption, spending behaviors, and overall customer satisfaction
• Develop a forward-looking roadmap that aligns customer needs, business goals, emerging capabilities, and industry trends
• Continuously evaluate program performance and implement enhancements that improve customer outcomes and business results
• Serve as the marketing lead for onboarding initiatives from concept through delivery
• Provide strategic and creative direction to internal stakeholders and agency partners
• Collaborate with product, analytics, digital, technology, servicing, operations, compliance, legal, and brand teams to deliver effective customer experiences
• Drive alignment across multiple stakeholders while balancing competing priorities and business objectives
• Ensure efficient execution through clear communication, project leadership, and strong operational discipline
• Present recommendations, business cases, and performance insights to senior leadership
• Champion customer-centric thinking throughout the organization
• Foster innovation by bringing new ideas, best practices, and emerging marketing strategies into the onboarding experience
• Influence across a highly matrixed environment.

Lead Product Manager, Customer Onboarding, Lifecycle Engagement

• Receive, process, and respond to customer inquiries regarding, but not limited to, existing policy questions, coverage change requests, requests for new policies, certificates of insurance, auto ID cards, billing, payments, or any other service-related matters.
• Proactively seek referrals from current customers to solicit new business and capitalize on cross-sell opportunities.
• Provide an exceptional customer experience.
• Document renewal, sales, and insurance operations compliance documents into the agency management systems.
• Attend internal and client meetings, as needed.
• Follow agency guidelines, policies, and procedures.
• Promote teamwork, support, knowledge sharing and a positive attitude in the department and office.
• Promote a commitment to achieve or exceed internal and external performance standards.
• Participate in training opportunities to remain current on industry information, new product development, legislation, coverages, and technology including professional development and continuing education required for valid licensing.

Commercial Lines Customer Success Representative

• 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

Implementation Specialist

• Drive complex, multi-stakeholder projects from contract through go-live.
• Build relationships that turn clients into references.
• Lead enterprise implementations for Intapp's Services team.

Senior Implementation Manager

• 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

• Manages a portfolio of client accounts and has overall accountability ensuring exceptional client experience
• Sets strategic direction for and executes large-scale complex projects
• Manages all aspects of the agreed upon service levels
• Proactively assesses project risks and partners with teams to develop mitigation strategies
• Secures resourcing for all phases of the project
• Builds trust with internal and external partners
• Responsible for the development and oversight of project implementation plans/schedules
• Partners with client to develop project level communication plans as needed
• Monitors scope and notifies team when margin target is at risk

Implementation Manager

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

Senior Implementation Specialist

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

Senior Customer Success Manager

• As a Customer Success Platform Area TAM, you will fuel solutions to ensure every customer request makes the deepest impact possible for our customers.
• Guide account team members and customers on optimal use of the Splunk Platform.
• Provide recommendations for a customer’s overall technical health.
• Conduct research from various resources with the ability to consistently find answers to questions and solve complex technical problems.
• Proactively engage Area aligned Technical Success Engineers to review and assess their account’s health situation.
• Deliver customer onboarding enablement-based workshops and achieve success milestones.

Customer Success, Splunk Platform Area TAM

• Performs administration duties for the Identity and Authentication platforms
• Develops and maintains detailed technical documentation related to the Customer Authentication and Identity platforms including on-premise and cloud-based deployments
• Serves as support for architecture, support, engineering, and application development issues related to Customer Authentication and Identity
• Analyzes, troubleshoots, and develops third-party integrations for related authentication and identity tools
• Assists with establishes plans and protocols to protect data and information systems against unauthorized access, modification, and/or destruction
• Assists with compiling technical reports on daily activities
• Analyzes and advises on new authentication technologies and program conformance
• Maintains knowledge of current and emerging technologies and advancements associated with Omni-channel and Digital Authentication and Identity offerings including Cyber Crime related activities
• Analyzes security scenarios and provides data-driven solutions and recommendations to management
• Ensures compliance with risk management programs, rules and regulations, and cybersecurity practices; identifies opportunities for and supports process improvements; applies disciplined change management practices

Customer Authentication Engineer

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

Customer Onboarding Specialist

• Configure system as needed and work within the team to meet client deliverables; including, but not limited to: Configuring system as needed based on client provided requirements
• Testing new and existing system functionality to ensure accuracy of client system configuration with integration, regression and acceptance test plans
• Develop expertise building the technology solutions
• Maintain thorough understanding of all internal systems to respond to general and specialized client requests
• Verify technical reference information, including user guides, training manuals, and system requirements
• Provide resolution of client issues by responding to questions and concerns about the use of HUB International products; ability to leverage research to find resolution
• Train clients on the use of system and provide demonstrations as needed
• Update sites as requirements change each plan year or as needed throughout the plan year (this includes benefit class matrix, requirements document, rates, permissions, field options, site text)
• Provide open communication to HUB International customers in a pleasant, professional manner with a can-do attitude
• Stay up to date on industry trends and best practices and perform additional responsibilities as assigned.

Employee Benefits Implementation Specialist

• Lead resolution of the Customer Support team's most technically complex incidents and escalations, driving cross-functional investigations across customer architectures, platform capabilities, cloud infrastructure, and application design.
• Serve as the primary technical escalation point within Customer Support, triaging complex issues, guiding Enterprise Customer Operations Engineers through difficult troubleshooting, and ensuring critical situations are resolved with urgency and technical depth.
• Develop and maintain technical runbooks, support playbooks, automation, and knowledge base resources that improve resolution speed, consistency, and team capability.
• Participate in on-call rotation and serve as the senior technical resource during high-severity incidents, coordinating response across internal teams and communicating clearly with affected customers.
• Identify recurring operational issues and partner with Platform Engineering and Product to address root causes, reduce support burden, and improve platform reliability at scale.
• Partner with customer engineering teams to provide expert-level troubleshooting guidance, architectural context, and operational recommendations that improve long-term customer health.
• Navigate government change control processes, ATO-bounded environments, and classification-level constraints on behalf of customers and in coordination with internal teams.
• Mentor Enterprise Customer Operations Engineers through technical coaching, case reviews, and knowledge sharing that builds team capability and a culture of operational excellence.
• Collaborate with Implementation Engineering on complex onboarding transitions to ensure operational risks are identified and addressed before customers move to production.

Senior Enterprise Customer Operations Engineer

• Own and continuously improve the end-to-end onboarding experience for all new sales hires
• Develop structured 30-, 60-, and 90-day onboarding and ramp plans with clear milestones and expectations for the first year
• Ensure new sellers complete onboarding requirements and achieve defined readiness milestones
• Create an engaging onboarding experience that builds confidence, capability, and connection to the organization
• Deliver training on core sales systems, tools, and internal processes
• Train new sellers on: CRM and sales technology platforms
• System organization and workflow best practices
• Service Agreement accounts and quota assignments
• Sales Incentive Compensation (IC) Plan
• Sales process, methodology, and the business rationale behind each stage
• Dashboard navigation and performance reporting
• Design and manage seller ramp-up plans that accelerate time to productivity
• Define onboarding KPIs, success metrics, and expected deliverables for each stage of onboarding
• Monitor onboarding progress and proactively identify sellers needing additional support
• Partner with sales managers to support successful onboarding and seller development
• Provide managers with regular feedback regarding new hire progress, readiness, strengths, and development opportunities
• Coach leaders on onboarding best practices and strategies to improve seller engagement and performance
• Analyze trends and recommend improvements that enhance onboarding effectiveness
• Continuously refine onboarding content, processes, and learning experiences based on business needs and participant feedback.

Sales Onboarding & Enablement Manager

• Own a portfolio of customers and drive technical adoption, value realization, and long-term success
• Serve as a trusted technical advisor, translating customer goals into onboarding, enablement, and solution guidance
• Partner cross-functionally with Sales, Support, Product, and Engineering to resolve blockers and improve the customer experience
• Monitor customer health, identify risks and expansion opportunities, and proactively recommend actions to improve outcomes
• Document best practices, recurring technical issues, and customer feedback to help scale processes and influence product improvements

Technical Success Manager

• 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 primary point of contact for assigned clients, ensuring strong and lasting relationships through proactive customer engagement techniques such as regular check-ins, tailored communication plans, and the use of CRM tools to track and enhance interactions.
• Address client inquiries and concerns promptly to maintain satisfaction and build trust.
• Assist in creating and managing detailed project plans and timelines under the guidance of the Customer Success Manager.
• Lead on-site launch events and facilitate virtual and in-person resident engagement activities.
• Collect and report client feedback using Voice of Customer (VoC) methodologies such as surveys, interviews, and data analytics to identify areas for service enhancement and inform strategic decisions.
• Work closely with the Customer Success Manager to prepare materials for client account reviews and strategy discussions.

Customer Success Coordinator

• 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

• Develop and implement strategies to enhance customer satisfaction and retention
• Align customer success initiatives with overall business goals
• Lead, mentor, and develop a high-performing customer success team
• Foster a culture of excellence, collaboration, and continuous improvement
• Build and maintain strong relationships with key customers to understand their needs
• Identify opportunities to enhance the customer experience and address pain points
• Establish and track key performance indicators (KPIs) to measure success
• Provide regular reports and insights to senior management on customer success metrics
• Analyze and improve customer success processes for efficiency and effectiveness
• Implement tools and technologies to enhance customer interactions and satisfaction
• Collaborate with sales, product, and marketing teams to ensure alignment and integration
• Drive initiatives that foster collaboration and synergy across departments

Customer Success jobs in North Carolina

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