Customer Success Manager

• Provides specialized business application management guidance and support for a functional area
• Responsible for requirements gathering through the application lifecycle
• Conducts business testing and supports business process documentation and user support of the application
• Provides approval and prioritization of technology changes deployments
• Develops and leads business application strategy roadmap
• Coordinates with key leaders to determine required capabilities
• Ensures appropriate risk controls are in place and adhered to guidelines and regulatory requirements
• Accountable for overall mapping of processes for application functions/features to support business objectives
• Responsible for risk and audit management and assessments
• Reviews requirements specifications and technical design documents to provide timely and meaningful feedback

FCRM Risk Business Application Analyst III

Implementation Specialist

• 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.

Implementation Consultant

• Own the overall program timeline end-to-end, coordinating with EPD and the Sprint Planner to keep delivery on track
• Gather and document partner requirements into clear deliverables that EPD can execute on; hand off solutioning when technical decisions arise
• Serve as the primary day-to-day partner contact during implementation; transition relationship continuity to the CSM at launch
• Track and communicate project health proactively — flag delays, blockers, and scope risks early and drive resolution
• Craft clear, well-written deliverables including meeting agendas, minutes, and business reviews for internal and external stakeholders
• Maintain a tight feedback loop with the assigned CSM and accurate records in Sure's CRM (Attio)

• Partner with the respective Territory Manager on sales strategies to maximize revenue with assigned and prospective accounts.
• Answer incoming calls from assigned accounts to take sales orders and/or handle customer service issues.
• Initiate proactive calls to established accounts in order to grow sales revenue and develop customer loyalty.
• Assist accounts in the research and purchase of items that are both stocked and non-stocked by Animal Health and manufacturer partners.
• Deliver excellent customer service by communicating with purchasers and utilizing reference materials, as needed, to follow through with accounts.
• Assist accounts with questions or concerns while maintaining a professional and friendly attitude.
• Assist accounts with the return of incorrect or damaged merchandise within established guidelines.
• Attend weekly sales meetings to keep informed on new products and changes within the industry.
• Process orders for assigned territory.
• Monitor backorder status for accounts.
• May gather information regarding assigned territory or accounts and share necessary information with TM partner.
• Contact accounts to gather information, offer appropriate specials and programs, and communicate industry information related to the account and the company.
• Support general queue sales calls.
• Minimal travel requirements.

Customer Engagement Representative

• Executes independent testing of FCRM controls / systems for assigned businesses
• Develops testing documentation and results reporting
• Understands financial crimes risk and evaluates control effectiveness
• Completes various projects and initiatives within testing function

Senior FCRM Testing Analyst

• Provide leadership, management, and oversight in the Client Success Organization.
• Lead front line teams and/or managers who are critical to providing strong service to customers, brokers, and partner areas.
• Develop strategic service solutions that meet diverse marketplace needs.
• Direct the day-to-day support for field services and direct support to Unum and Colonial Life sales teams, field agents, brokers and others across products, services, & segments.
• Manage internal and external customer expectations through project planning and partnering efforts throughout the corporation.
• Collaborate with internal and field partners to drive persistency objectives, facilitate a feedback/adjustment model, develop, and implement strategic initiatives that improve CSAT, operational effectiveness and service quality.
• Analyze, drive, and implement process improvements centered-around ease of doing business, service excellence, training, and knowledge management.
• Collaborate with inter-department key operations to ensure achievement of scorecard metrics, business continuity and forecasted/real-time adjustments to service model requirements.
• Communicate trends and root cause; create solutions to prevent future occurrences.
• Act as an advocate for the field offices by surfacing trends/sales barriers/service model breakdowns to appropriate partners.
• Recruit, lead, mentor, and provide development for assigned personnel to foster and create a strong work environment for an organization of customer facing employees and ensure strong leadership succession planning.
• Provide project support and resources for key strategic initiatives as both SME and decision maker.
• Implement and effectively manage organizational change. Communicate and build support for corporate mission and objectives.
• Identify and manage risks, resolve conflicts and remove barriers that impede the area’s ability to achieve goals and performance expectations.
• Provide direction and decisions to expedite resolution of field issues and support in policy decisions.
• Interface across levels and departments to mobilize commitment and ensure timely and appropriate assistance to mediate customer’s needs as well as ensure customer and client satisfaction and alignment with policies, procedures, goals, and objectives.
• Review, investigate, resolve, respond, and serve as the subject matter expert in resolution of service questions and issues from the field, as well as internal departments and external clients.
• Provide block management for over 75,000 customers of varying complexity, working with the field offices/management, Implementation, Underwriting, ICS and other Home Office areas to resolve problems and/or strengthen customer relations

Director, Client Success

Product Adoption Specialist

• Act as an on-demand AI coach, supporting employees and teams through 1:1 and small-group sessions to help them apply AI to real workflows.
• Partner closely with stakeholders to translate business needs into practical AI-enabled use cases.
• Troubleshoot AI and AI-enabled workflow issues, providing timely, hands-on support to ensure seamless user experiences.
• Guide users in responsible AI usage, validation, and governance-aligned practices across commercial and internal AI tools.
• Coach users on advanced capabilities within tools like Microsoft Copilot, including applying pre-built agents (e.g., Researcher, Analyst) and enabling simple workflow automations or lightweight agent use cases.
• Travel to DPR offices and project sites (~25%) to deliver in-person coaching, workshops, and working sessions.
• Support end-to-end AI enablement programs, from foundational AI literacy to advanced, role-specific applications.
• Create educational materials and resources that help employees understand AI concepts and explore practical applications, including structured curricula and learning paths, hands-on workshops and labs, prompt libraries and example use cases tailored to business needs, job aids, playbooks, and self-service resources.
• Deliver live training sessions (in-person and virtual), office hours, and ongoing learning forums.
• Track adoption metrics, engagement, and usage data to assess effectiveness and guide continuous improvement of training and coaching programs.
• Gather feedback from users and stakeholders to iteratively refine content, tooling guidance, and enablement strategies.

AI Adoption Specialist

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

Senior Customer Success Manager

• Oversee a school book of business, driving engagement, retention, and growth
• Manage partner schools from onboarding to renewal
• Identify upsell opportunities
• Provide exceptional support through a deep understanding of BrainPOP’s products and customer needs
• Travel occasionally for on-site customer engagements and/or conferences
• Act as the relationship manager and oversee all aspects of partners' onboarding and implementation process

• Provide FCRM research, evaluation, operational, reporting and/or analytical support to business (FCRM) partners
• Co-ordinate requests to and from, business (FCRM) partners
• Assist in the preparation of summaries, communications, reports and presentations for management, regulators, and other internal and external stakeholders
• Recommend responses to enterprise FCRM Program questions and escalate any sensitive issues according to departmental procedures
• Analyze data and draw conclusions to meet program health reporting requirements
• Proactively identify matters requiring additional review and escalation

FCRM High Risk Reviews Analyst

• Manage a portfolio of enterprise customers as their primary business point of contact, providing high-touch engagement throughout their CX journey.
• Develop and execute Customer Success Plans that serve as actionable blueprints for achieving mutual success.
• Establish and maintain regular cadence of Executive Business Reviews (EBRs) to track progress towards stated business objectives.
• Understand and align with customers' business value drivers, success criteria, and KPIs.
• Drive customer reference ability and continuously improve customer advocacy measures (e.g., Net Promoter Score).
• Track and monitor adoption metrics, facilitating successful renewals within assigned accounts.
• Develop and implement strategic plans to prevent downsells and ensure customer retention.
• Proactively identify potential business leads for expansion opportunities.
• Prepare and deliver territory plans to define account strategies and align resources.
• Prescribe appropriate product features, functionality, and services to achieve key customer business outcomes.
• Team with and establish shared accountability with adjacent functions including: Onboarding Specialists to ensure systematic customer introduction and rapid value realization, Professional Services to drive smooth implementation through go live, Renewal Managers to maintain strong forecasting and high retention rates, Sales teams to identify and execute cross-sell/up-sell opportunities for incremental bookings.

Customer Success Director

• Aid company growth by nourishing, building, and growing relationships across a portfolio of clients
• Establish clear goals, milestones and metrics that you and the Customer will be working towards; periodically re-assessing and reviewing these with the Customer
• Understand and align with your clients business goals, most importantly using the Energage platform to help them in achieving those goals
• Work collaboratively with a variety of other departments, such as Onboarding and Support, Consulting Solutions, Partnerships, and Contracts to ensure ongoing customer satisfaction and retention
• Contribute to revenue generation through renewals and account expansion by identifying upselling opportunities for consulting services and cross-selling new products
• Completing regular checkpoints via phone and email, sending relevant marketing content, etc.

Customer Success Manager – Standard

• Build strong relationships keyed to trust and a sense of mutual mission.
• Spend about half your time (virtually or face-to-face) in district offices, schools, and/or classrooms.
• Onboard partners so schools and classrooms launch Amira with success.
• Create measures of success to monitor the health of accounts and drive Amira usage.
• Provide product expertise and feedback.

Success Manager

• Grow with an Ownership Mindset: Champion continuous learning and innovation, tackle real problems, create tangible solutions, and drive results.
• Collaborate with Peers and Leaders Alike: Work in a transparent and respectful environment where feedback flows freely.
• Experience a High-Performance Culture and Clear Purpose: Achieve specific goals with shared accountability, celebrating milestones and learning from challenges.
• Drive the onboarding process for new merchants joining ShipBob.
• Guide merchants to configure and optimize software and fulfillment services confidently.
• Swiftly address challenges and provide scalable solutions to our merchants, setting them on the path to sustained success.
• Establish and maintain communication with key stakeholders to set expectations for key deliverables, timelines, and milestones.
• Proactively identify potential project risks and help develop mitigation strategies.
• Conduct tailored training sessions for all stakeholders based on merchant needs and specific dashboard configurations.

Senior Merchant Implementation Manager

• Develop automation prototype design solutions tailored to the needs of each project
• selecting and integrating MHE equipment and creating detailed system layouts
• Analyze, procure and integrate the necessary MHE equipment into the automation system
• Collaborate with Operations, Engineering, Maintenance, and site leaders to understand their specific requirements
• Analyze current material handling processes and workflows to identify opportunities for optimization
• Test the material handling automation system to ensure functionality

Senior Automation Implementation Engineer

• Build deep, trusted relationships with a portfolio of high-value, strategic customers. Understand their business objectives and create customized strategies to drive value and achieve measurable outcomes.
• Champion the adoption of Maze solutions by proactively identifying opportunities for growth and recommending tailored use cases aligned with the client’s evolving needs and strategic priorities.
• Act as a consultant and thought partner to C-level executives and key stakeholders, providing insights that elevate their research practices and demonstrate the impact of Maze’s solutions on their business goals.
• Conduct regular, impactful Business Reviews to articulate ROI, deliver insights, and strengthen alignment with client leadership and budget owners.
• Serve as the voice of the customer within Maze, providing actionable feedback to product, sales, marketing, and support teams to continuously improve our offerings and align with client needs.
• Proactively identify challenges and provide creative, scalable solutions to ensure client success, leveraging internal resources and cross-functional collaboration.
• Partner with Account Executives (AEs) and Account Managers (AMs) to ensure renewals and identify expansion opportunities, contributing to both customer retention and revenue growth.
• Work closely with Sales, Product, Marketing, and Research Partner teams to deliver a cohesive, high-impact customer experience that reinforces Maze’s value proposition.

Strategic Customer Success Manager

• Guide customers through each phase of their Proofpoint journey, serving as a trusted advisor through specific activities aimed at providing realized value from their partnership with us.
• Create and maintain Customer Success Plans (CSP) for each of your customers that align with their strategic goals and leverages language meaningful to them
• Secure approval from your customers’ decision makers on the CSP’s content and timeline
• Meet regularly with customers for health checks to review product adoption and provide them with specific, actionable guidance on how they can get more value from what they already own
• Be a relentless advocate for customers to help ensure that Proofpoint deployments are successful
• Consistently gather feedback to identify trends and acting as the voice of the customer, provide that structured feedback to product management
• Identify At Risk customers that are not achieving their desired outcome and as needed, lead cross-functional efforts to get those customers back on track
• Engage appropriate team members from cross functional groups such as Sales, Marketing, Engineering, Support, and Professional Services to help address underlying causes of churn and dissatisfaction
• Learn and document your customers’ environment to ensure their success with the current tech stack and identify opportunities for new solutions to address their pain points or help them exploit new markets.

Customer Success Manager – High Touch

• Ensure the client has the best understanding of our platform, technical capabilities, and know how to enable their success, while learning about their unique business needs and how they align with future product development at Breezeway.
• Accelerate new user adoption through functional and conceptual instruction and provide ongoing education on new features.
• Maintain continuous engagement with clients to increase value and build confidence in the product.
• Drive further adoption and identify upsell opportunities.
• Identify business churn risks early, and create action plans to circumvent them.
• Develop strategies for engagement, adoption, and success planning, by analyzing data and client feedback. Further drive value by identifying additional upsell and cross-sell opportunities.
• Represent the voice of the client internally, and provide feedback that enables continuous development and improvement of how we do business.
• Apply a solution-oriented approach to meeting client needs, and escalate client issues quickly.

Client Success Manager

• Oversee and optimize the operations of the Customer Success team to drive customer satisfaction, retention, and growth
• Implement best practices and ensure operational excellence within the Customer Success organization
• Manage multiple workflows in a fast-paced work environment
• Analyze data and trends to identify strategies to maximize potential for assigned portfolio of customers
• Serve as the primary contact and advocate for customers

Manager – Customer Success Operations

• Owns Gainsight administration, Smartsheet solution design and reporting
• Enables proactive customer health management, streamlined workflows, and executive-level insights
• Serve as administrator of the Client Success and Client Experience technology ecosystem
• Design and maintain customer health models, success frameworks, engagement workflows, and automated plays
• Identify and deploy AI-driven capabilities to increase efficiency and reduce manual effort
• Lead change and release management for Client Success systems and AI enhancements
• Partner with Client Success, Sales, Product, Operations, and RevOps leaders
• Architect scalable Client Success operating models, workflows, and governance structures
• Build intelligent workflows for intake, prioritization, approvals, progress tracking, and escalations
• Produce concise, executive-ready client insights and develop reporting packages

See all jobs on JobTailor

FCRM Risk Business Application Analyst III

Implementation Consultant

Customer Success Manager

Customer Engagement Representative

Senior FCRM Testing Analyst

Director, Client Success

AI Adoption Specialist

Senior Customer Success Manager

Customer Success Manager

FCRM High Risk Reviews Analyst

Customer Success Director

Customer Success Manager – Standard

Success Manager

Senior Merchant Implementation Manager

Senior Automation Implementation Engineer

Strategic Customer Success Manager

Customer Success Manager – High Touch

Client Success Manager

Manager – Customer Success Operations

Customer Success Operations Lead