Customer Success Manager

• Own a portfolio of customer accounts and serve as the primary strategic relationship manager
• Develop trusted relationships with athletic directors, administrators, and key stakeholders
• Lead onboarding transitions and ongoing customer engagement throughout the customer lifecycle
• Conduct seasonal planning meetings, business reviews, and end-of-year reviews with customers
• Drive product adoption and promote best practices across Hometown solutions.
• Monitor customer health, identify risks early, and execute retention strategies
• Own renewal conversations and partner with Sales on expansion and cross-sell opportunities
• Maintain accurate customer records, success plans, and activity in Salesforce
• Analyze customer data to identify trends, risks, and opportunities
• Partner with Product, Support, Professional Services, and Sales to resolve customer needs
• Represent Hometown at customer events, conferences, and on-site meetings as needed
• Consistently deliver an exceptional customer experience aligned with Hometown's HERO values

• 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

MidMarket Customer Success Manager

• 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.

Manager, Customer Success – Central Region

Customer Advocate

• Answer customers’ questions via phone calls, online chats, and emails
• Help customers place orders and fix their problems
• Organize bulk orders for holiday gifts and events
• Build relationships with customers and provide world-class service

Weekend Customer Advocate

• Serve as the primary technical owner of Root's Braze platform, including architecture, configuration, governance, administration, and optimization.
• Lead the strategic migration and consolidation of customer communications from multiple internal systems and ownership groups into Root's centralized CRM ecosystem.
• Translate complex operational, servicing, product, and lifecycle communications into scalable, brand-aligned journeys within Braze and related marketing technologies.
• Design, build, launch, monitor, and optimize customer engagement programs across email, SMS, push, in-app messaging, and emerging channels.
• Design and execute customer journeys that support acquisition, remarketing, retention, servicing, and re-engagement initiatives.
• Develop audience segmentation strategies and activation frameworks to improve targeting, engagement, conversion, and customer experience outcomes.
• Lead experimentation efforts across messaging, creative, audience selection, timing, channel mix, personalization, and customer journey design.
• Collaborate with Analytics and Data Science teams to measure campaign effectiveness, evaluate incrementality, and identify optimization opportunities.
• Own Root's email deliverability strategy, including IP reputation management, domain health, authentication protocols, sender reputation monitoring, warming strategies, and inbox placement optimization and suppression frameworks.
• Partner with Marketing, Product, Operations, Engineering, Brand, and Creative teams to operationalize customer communications while ensuring Root's evolving brand identity is consistently and effectively represented across all customer communication channels.
• Partner with Engineering teams to implement and maintain customer events, integrations, data feeds, automated workflows, and technical requirements that support CRM programs and customer journey orchestration.
• Monitor, report to the Executive Leadership Team, and optimize email, SMS, and customer engagement performance metrics; develop reporting frameworks and executive-level dashboards that provide visibility into communication health and business impact.
• Troubleshoot platform, campaign, and deliverability issues to ensure reliable execution and performance.
• Stay current on emerging trends, technologies, and best practices in email, SMS, lifecycle marketing, deliverability, accessibility, customer engagement, AI-enabled capabilities, and marketing technology, translating those insights into measurable improvements.

Marketing CRM Lead

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

• 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

• Provide clinical and industry expertise to Client Success Team and their clients on a day-to-day basis
• Compile, develop, and deliver clinical and analytical content for virtual and on-site client presentations
• Collaborate with Client Success Managers to continuously develop clinical strategies and opportunities
• Support marketing clinical content generation such as webinars and blog posts
• Provide clinical support for quality control to other business units
• Act as a voting member for the P&T Committee

Clinical Pharmacist – Client Success

Onboarding Specialist

• Travel to CCM branches to equip staff with the necessary marketing tools, knowledge, and training to drive adoption and operational excellence across the organization.
• Gather all necessary details, specs, etc. for marketing projects and campaigns from clients to assist project teams; manage flow of information between clients and project teams.
• Use Salesforce and ClickUp to manage projects and assignments.
• Foster positive partnerships with clients by providing regular updates and progress reports and resolving client issues and complaints.
• Lead onboarding orientation calls for branches and corporate individuals.
• Follow CCM’s Roadmap for onboarding journeys to accelerate the engagement of new hires.
• Encourage new hires to engage with CCM’s automated and custom marketing solutions and platforms to support revenue growth and profitability.
• Stay up to date with marketing’s offerings and present new products and services to members to gain more adoption.
• Assist clients in expressing their needs to project teams to ensure positive outcomes.
• “Sell” marketing services to clients.
• Conduct onsite marketing trainings at CCM branches to actively drive awareness and increase adoption of marketing offerings.
• Interact and communicate across a variety of stakeholder groups including technical subject matter experts, C-suite, branch, and business VPs.
• Other duties as assigned.

Marketing Account Manager – Onboarding

• Builds and maintains effective long-term relationship and a high level of satisfaction with assigned client accounts.
• Interacts with clients and other departments to constantly improve operational standards and support client needs.
• Contributes to strategic plans and reviews; implementing production, productivity, quality, and customer service performance standards.
• Continually evaluates processes and procedures; making recommendations for process improvement and communicating to the client as appropriate.
• Provides training to clients as needed.
• Exercise judgment and make decisions that have positive operational impacts on the business line.

Customer Success Manager, Online Banking – Money Movement

• Provide clinical and industry expertise to Client Success Team (Employer, Consultant/Broker, Public Sector, Health Plan) and their clients on a day-to-day basis
• Compile, develop, and deliver clinical and analytical content for virtual and on-site client presentations
• Collaborate with Client Success Managers to continuously develop clinical strategies and drive value with current clients
• Support marketing clinical content generation such as webinars, blog posts, clinical content updates
• Provide clinical support for quality control to other business units
• Act as a voting member for the P&T Committee

• Build and maintain relationships with prequalified borrowers and past customers through proactive outreach to generate referrals, new applications, and future purchase or refinance opportunities.
• Support pipeline development by engaging prospects, conducting consistent follow-up, identifying borrower needs, and coordinating consultations with Licensed Loan Officers.
• Assist borrowers throughout the loan process by answering general questions, encouraging application completion, gathering required documentation, and providing status updates from pre-approval through closing.
• Operate strictly within the scope of a non-licensed role by referring borrowers to Licensed Loan Officers for rate quotes, loan structuring, application completion, and other licensed mortgage activities.
• Utilize Encompass loan origination system, Customer Relationship Management (CRM) platform, Microsoft Copilot, and other technology platforms to manage communications, maintain accurate loan records, document borrower interactions, and monitor pipeline activity.
• Maintain ongoing contact with customers to strengthen relationships, solicit feedback, generate referrals, and identify opportunities to enhance the customer experience.
• Track outreach efforts, pipeline activity, and performance metrics, providing accurate reporting and progress updates to management as requested.
• Resolve customer concerns promptly while delivering exceptional service and supporting the Company's "Raving Fan Service" culture.
• Achieve established outreach, engagement, and production goals while effectively managing borrower and internal stakeholder expectations.
• Acquire and maintain knowledge of mortgage products, loan processes, underwriting guidelines, company procedures, and regulatory requirements through ongoing training and professional development.
• Comply with all federal and state regulations, company policies, licensing and continuing education requirements, attend required meetings, and perform other duties as assigned.

Customer Engagement Specialist – Mortgage Origination

• Build and maintain relationships with prequalified borrowers and past customers through outreach
• Assist borrowers throughout the loan process by answering questions and encouraging application completion
• Support pipeline development by engaging prospects and conducting follow-up
• Utilize various technology platforms to manage communications and maintain accurate loan records
• Resolve customer concerns while delivering exceptional service
• Comply with all federal and state regulations and company policies

• build and maintain relationships with prequalified borrowers and past customers through proactive outreach to generate referrals, new applications, and future purchase or refinance opportunities
• support pipeline development by engaging prospects, conducting consistent follow-up, identifying borrower needs, and coordinating consultations with Licensed Loan Officers
• assist borrowers throughout the loan process by answering general questions, encouraging application completion, gathering required documentation, and providing status updates from pre-approval through closing
• operate strictly within the scope of a non-licensed role by referring borrowers to Licensed Loan Officers for rate quotes, loan structuring, application completion, and other licensed mortgage activities
• utilize Encompass loan origination system, Customer Relationship Management (CRM) platform, Microsoft Copilot, and other technology platforms to manage communications, maintain accurate loan records, document borrower interactions, and monitor pipeline activity
• maintain ongoing contact with customers to strengthen relationships, solicit feedback, generate referrals, and identify opportunities to enhance the customer experience
• track outreach efforts, pipeline activity, and performance metrics, providing accurate reporting and progress updates to management as requested
• resolve customer concerns promptly while delivering exceptional service and supporting the Company's "Raving Fan Service" culture
• achieve established outreach, engagement, and production goals while effectively managing borrower and internal stakeholder expectations
• acquire and maintain knowledge of mortgage products, loan processes, underwriting guidelines, company procedures, and regulatory requirements through ongoing training and professional development
• comply with all federal and state regulations, company policies, licensing and continuing education requirements, attend required meetings, and perform other duties as assigned

• 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

• Guide customers through onboarding and initial product adoption
• Support customer trials and ensure a positive first-use experience
• Deliver engaging product training sessions tailored to user needs
• Build strong relationships with customers including paralegals, IT professionals, and litigators
• Respond to and incorporate customer feedback to enhance the user experience
• Identify customer needs and potential opportunities for expanded product usage
• Contribute to the development of training materials and resources
• Collaborate cross-functionally to improve customer success and retention

Customer Success Consultant – CaseMap

Customer Retention Specialist

• Educate Clients: Provide comprehensive information about the Beyond Finance financial hardship debt program to clients, ensuring they have a clear understanding of the benefits, process, and available options.
• Empathize and Deescalate: Display empathy and active listening skills to understand and deescalate upset clients, addressing their concerns and alleviating their stress regarding their financial situation.
• Navigate CRM System: Effectively use our Customer Relationship Management (CRM) system to quickly access and comprehend client information, including their current financial status and program progress. Maintain accurate and detailed records of all client interactions and program progress in the CRM system.
• Analyze Financial Situation: Assess the client's current financial situation and determine the most appropriate options to help them achieve their goal of becoming debt-free.
• Retain Clients: Collaborate with clients to develop customized solutions that align with their financial goals, and encourage them to remain in the Beyond Finance program.
• Achieve Retention Goals: Meet or exceed retention targets and earn commissions based on your ability to enable clients to achieve their financial objectives.
• Above all else, provide a best-in-class customer service experience over the phone and through various communication tools responding to client requests and anticipating unstated needs.

Client Retention Specialist

• Professionally manage a high volume of phone calls and email correspondence with clients and their families providing status updates and answering questions
• Utilize internal systems to retrieve relevant information and provide accurate status updates
• Adeptly multitask to ensure efficient handling of client queries while maintaining a high level of professionalism
• Draft basic forms
• Draft written correspondence to clients and VA
• Update CCK's case management program files with all client conversations, pertinent correspondence, and information
• Attend training sessions as directed by the supervisor
• Assist with the training of new Client Advocate/Paralegals as needed

Client Advocate – Paralegal

• Interacting with our customers as a Customer Reliability Engineer (CRE)
• Adapting the best practices of Site Reliability Engineering (SRE) and applying them to our customers
• Bringing this practice to the Isovalent software suite of products running on-premises and in major cloud providers on Kubernetes
• Scheduled to work during business hours, 8:00 am to 5:00 pm, in the Pacific Time Zone
• Gaining a deep understanding of our customers, their architecture and various configurations
• Working with various stakeholders, internally and externally to provide world-class support and issue resolution to various incidents
• Enhancing our organization’s view into the health of our various customers

Customer Reliability Engineer

• Under direct supervision, proposes possible solutions and documents Mid-Stage, Late Stage and High-Risk delinquent accounts
• Pursue communication with defaulted customers utilizing manual or automated dialing to obtain payment commitments
• Monitor delinquent accounts to identify situations where alternatives to repossessions, bankruptcies, foreclosure, etc. exist
• Display effective time management skills to enhance productivity while using multiple system platforms to identify, evaluate, and resolve reasons for delinquency
• Skip trace accounts by accessing statements, applications, and third-party vendor services
• Employ conflict management skill set to handle escalated situations
• Multi-task and work independently in a fast-paced environment while reviewing metrics and evaluating performance
• Mentor and train peers while functioning as a Customer Solution’s subject matter expert
• Escalate complaints and/or accounts with unique circumstances to leadership as outlined by the bank’s complaint management program

Customer Success jobs in Ohio

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Customer Success Manager

MidMarket Customer Success Manager

Manager, Customer Success – Central Region

Weekend Customer Advocate

Marketing CRM Lead

Senior Implementation Specialist

Senior Customer Success Manager

Clinical Pharmacist – Client Success

Marketing Account Manager – Onboarding

Customer Success Manager, Online Banking – Money Movement

Clinical Pharmacist – Client Success

Customer Engagement Specialist – Mortgage Origination

Customer Engagement Specialist – Mortgage Origination

Customer Engagement Specialist – Mortgage Origination

Customer Onboarding Specialist

Customer Success Consultant – CaseMap

Client Retention Specialist

Client Advocate – Paralegal

Customer Reliability Engineer

Customer Solutions Advocate