Customer Success Manager

• Drive customer value across French and Benelux region
• Manage strategic relationships with diverse accounts
• Proactively assess customer challenges and develop mitigation plans
• Collaborate with teams to enhance customer experience

Senior Customer Success Manager, French Speaker

• Build strong customer relationships through regular check‑ins, strategic reviews, and proactive engagement.
• Develop Customer Success Plans that drive adoption, measurable value, and regulatory‑aligned outcomes.
• Monitor customer health, usage trends, and risks while maintaining accurate CRM records and renewal forecasts.
• Lead the full renewal cycle, presenting ROI and identifying upsell or expansion opportunities.
• Act as the customer advocate by gathering feedback, influencing product improvements, and coordinating cross‑functional support.
• Manage inquiries, escalations, and onboarding to ensure smooth adoption and high customer satisfaction.

Customer Success Rep II – Life Sciences

• Build and maintain strong, trusted relationships with existing clients.
• Proactively engage with clients to understand their needs and deliver exceptional service.
• Lead retention conversations with at-risk clients and present tailored solutions to support long-term partnerships.
• Manage certification changes, including scope extensions and amendments.
• Identify and convert upselling and cross-selling opportunities across BSI's portfolio of products and services.
• Guide clients through change processes, ensuring a seamless and positive experience.
• Manage and maintain a pipeline of opportunities within Salesforce.
• Accurately record client interactions, opportunities, and outcomes.
• Collaborate with internal stakeholders to ensure timely delivery of client requirements.
• Provide client insights and market intelligence to support continuous improvement initiatives.

Client Success Executive

• Provide first-class service to Vuelio’s highest value clients
• Onboard clients onto the Vuelio platform and provide a seamless setup
• Manage, investigate and take ownership of issues, seeing them through to resolution
• Operate with integrity, openness and honesty and represent the business in the utmost professional manner at all times
• Proactive outreach with CS clients along with other key internal and external stakeholders
• Attend quarterly calls with account managers to check in with clients
• Complete six-monthly ‘MOT’ reviews of platinum accounts to ensure clients’ platforms are optimised to their needs
• Regular use of ClientSuccess to ensure key client tasks are completed and ‘at risk’ clients are identified well ahead of renewal
• Continuous collaboration with other departments in order to improve the customers’ experience at every touch-point in the Company
• Raise the profile and understanding of the Support role within the Company
• Champion the success of the Help Centre through content enrichment and driving adoption
• Proactively identify and address any inter-departmental blockers to reinforce positive change
• Undertake data driven analysis for effective reporting and decision-making
• Identify new product opportunities, defects and workarounds to feed back into the product development lifecycle
• Ensure exceptional quality in all customer documentation (SOW/Project Plan/Proposals)

Customer Success Executive

• Define and own the end-to-end technical architecture for Revenue Cloud implementation
• Design scalable data models, integration patterns, and system interfaces
• Provide technical guidance and mentorship to the development team
• Lead technical design sessions and architecture reviews
• Design integration architecture between Revenue Cloud and enterprise systems (NetSuite, MDM, Workflow Ingestion)
• Define technical roadmap aligned with business requirements

CRM Architect

• Drive high customer retention and renewal rates by closely managing your renewal pipeline and ensuring customers see ongoing value.
• Work closely with account teams to identify upsell and cross-sell opportunities.
• Work with the Marketing team to identify effective messaging for smaller accounts in your book with an eye on growing them.
• Lead efforts in contract renewals and negotiations.
• Build and nurture strong relationships with key stakeholders, including marketing operations teams & marketing leaders.
• Act as the voice of the customer within Semrush, advocating for any improvements or enhancements based on customer needs and feedback.
• Develop detailed, customized success plans tailored to the customer’s specific needs and business objectives.
• Collaborate closely with different customer stakeholders to understand and link key workflows within their marketing operations to the business value Semrush drives.

Customer Success Manager, Enterprise – French

• Accompanying our customers as they transition from sales prospects to active users of our products.
• Focusing on customer loyalty and building close long-term relationships.
• Proactively looking out for our customers’ business, suggesting new and innovative ways to keep them succeeding with our products.
• Keeping up to date with our range of products and our customers’ business needs to make relevant suggestions and recommendations.
• Monitoring and ensuring our customers consistently use our products and services to get the most value out of them.
• Coordinating with internal teams to connect our customers’ needs with our products and services development strategy.

Client Success Manager

• Ensure client satisfaction and foster strong relationships to drive retention and growth
• Collaborate with Account Managers, Sales, and Project Managers on account plans
• Monitor and report on client campaign performance
• Work closely with Product Management, Marketing, and Sales teams
• Assist clients with changes related to adopting Storyteq's solutions

Senior Customer Success Manager – 12-Month Mat Cover

Implementation Specialist

• Lead a portfolio of client-facing implementation projects, defining business requirements (new products, new regulations etc) and supporting clients with data mapping to the FIRE data schema
• Be the subject matter expert in one family of regulatory reports and stay updated on regulatory changes liaising with clients and other experts in the industry.
• Provide subject matter expertise in the construction and update of a family of regulatory returns in partnership with our Lead Engineers.
• Supporting the Customer Success team by providing specialist input to client queries under BAU conditions
• Develop and enhance documentation and training materials for clients and internal stakeholders.
• Mentor and educate junior Implementation Specialists and Engineers with your regulatory knowledge.
• Elevate Suade’s presence in the regulatory space and work with our Sales and Marketing teams in presentations and events where regulatory knowledge is required.

Regulatory Reporting Implementation Specialist

• The Implementation Manager is responsible for managing nett new business implementations
• Support the implementation of online booking tools where needed
• Serve as the business owner and leader of these implementations
• Provide technical oversight of the products’ installation environment
• Maintain communication throughout the project to meet customer expectations
• Plan, lead, organize, and control multiple project initiatives
• Engage Sales, Solutions, and Operations for validation
• Build the designed engineering structure to scale
• Ensure a smooth transition to operations post-go-live and ramp-up
• Collaborate with customer and operations leadership to ensure compliance

Global Business Implementation Manager

• Oversee strategic client relationships and drive exceptional customer engagement across SaaS business
• Act as a senior relationship owner for key customers
• Ensure strong communication and successful delivery coordination
• Drive customer satisfaction, retention, and long-term engagement
• Support renewal conversations and expansion opportunities
• Contribute to the development of scalable customer engagement processes
• Build trust through proactive communication and consultative support
• Collaborate with leadership teams to improve customer engagement

Client Engagement Manager

• Manage multiple projects in parallel for clients across all segments (SMB, Mid-Market, Enterprise), and every phase of the post-sales customer lifecycle.
• Understand customer requirements necessary to scope projects effectively, implement our solutions successfully, and achieve KPIs to ensure customer referenceability, satisfaction, and retention.
• Responsible for product performance reporting, business-value analyses, and ongoing project planning for your portfolio of customers.
• Stay current on best practices, industry trends, and customer pain-points to maintain and strengthen our product’s competitive advantages.
• Work with clients to create mutually agreed upon implementation plans, project timelines, and delivery milestones.
• Work with Solution Engineers to ensure timely delivery and continuous improvement of implemented solutions.
• Effectively communicate project requirements, status, and results to clients in a high-touch customer success model.
• Field customer support inquiries and manage escalations throughout the customer lifecycle.
• Responsible for generating case studies, securing renewals, and driving the growth of your client portfolio

• Lead the end-to-end execution of high-impact transformation initiatives across Product, Technology, Services and Change.
• Define delivery scope, objectives, milestones and timelines aligned to agreed transformation priorities.
• Develop and maintain integrated delivery plans, schedules and roadmaps to guide sequencing and execution.
• Monitor progress closely, proactively identifying risks, issues and dependencies and implementing mitigation strategies.
• Manage interdependencies across workstreams and initiatives, understanding and mitigating programme-level impacts.
• Own change control for scope, timelines and dependencies, ensuring impacts are assessed, documented and communicated.
• Ensure delivery aligns with agreed governance, assurance and escalation frameworks.
• Provide clear, concise progress reporting and maintain delivery documentation throughout the lifecycle.
• Use delivery insights and performance metrics to drive continuous improvement in transformation delivery.
• Ensure initiatives are delivery-ready for go-live and support a controlled transition into BAU with clear ownership and handover.

Transformation Implementation Manager

• Act as a strategic consultant to executive stakeholders
• Lead executive-level engagements with CIOs, CMOs, COOs, and clinical directors. Shape the customer’s thinking on deployment strategy, change approach, and long-term value — not just report on progress.
• Build the internal organisational case for adoption by helping executives understand what good looks like, what is blocking it, and what decisions are theirs to make.
• Adapt your advisory style fluently across frontline clinicians, operational managers, IT leads, and board-level executives.
• Orchestrate the internal delivery team
• Serve as the accountable lead for the cross-functional pod assigned to your accounts: Implementation Specialists, Clinical Associates, Account Executives, and Forward Deployed Engineers.
• Translate executive commitments into clear delivery briefs. Hold the team accountable to outcomes without line authority.
• Surface risk early, resolve internal ambiguity, and keep Product, Engineering, and Support properly informed so they can act when needed.
• Lead multi-site NHS rollouts
• Drive sophisticated, multi-wave implementations with formal governance structures, clinical change management, and cross-site coordination.
• Design and oversee structured adoption programmes: training waves, competency assessments, workflow reinforcement, and coaching delivered in partnership with Clinical Associates on the ground.
• Build success plans grounded in clinical and operational KPIs that are meaningful to NHS commissioners and trust leadership.
• Own commercial outcomes
• Lead renewal conversations with strong, evidence-based value narratives tied to clinical outcomes and usage data.
• Identify and execute expansion opportunities across sites, departments, and specialties. Partner with Account Executives to close.
• Contribute to NRR and portfolio growth across your account set.
• Engage in pre-sales and pilots
• Work alongside Account Executives to scope NHS pilots for success, shape deployment strategy, and run customer-facing sessions when needed.
• Design evaluation frameworks for pilots that are grounded in clinical and operational KPIs and translatable into multi-year value narratives.
• Shape how we work
• Contribute to the frameworks, tools, and playbooks that turn complex NHS programmes into scalable, repeatable rollouts for the wider team.

Customer Success Manager, Enterprise

• Own your commercial pipeline.
• Carry and forecast a renewal and expansion pipeline across your full portfolio. Hit your number.
• Build and maintain expansion hypotheses for every account - backed by usage depth, adoption maturity, and stakeholder readiness - and convert them into revenue.
• Position the full Heidi product suite proactively to existing accounts, identifying the right SKU fit and sequencing multi-product conversations with confidence.
• Partner closely with your aligned Account Executives on upsell and cross-sell: bring the account context, co-develop the commercial approach, and close together.
• Manage renewal processes end to end - from early risk identification through negotiation and signature - without defaulting to your AE for the hard conversations.
• Own approximately 50 accounts simultaneously.
• Maintain accurate account health data, forecasts, and pipeline in HubSpot.
• Build and execute account-specific success plans that map customer goals to measurable outcomes, reviewed at predictable cadences.
• Run high-quality QBRs that quantify value delivered, surface the next commercial opportunity, and create exec-level alignment.
• Take accounts from pilot through full deployment, leading implementation coordination, training waves, and clinical workflow integration.
• Use usage data and adoption signals to intervene early - before a customer knows they have a problem. Translate data into clear, customer-ready narratives.
• Apply structured change management: training cadences, competency checks, and workflow reinforcement - to move clinicians from activation to habit.
• Work with Customer Success Associates where available, providing clear direction and maintaining full accountability for outcomes.
• Identify churn risk from leading indicators.
• Surface risk early internally with a clear diagnosis and a plan, not just a flag.
• Own recovery plans for at-risk accounts and execute them without waiting for escalation.
• Maintain a tight, professional working relationship with your AE counterpart. Align on account strategy, share intelligence, and move in the same direction commercially.
• Advocate for customer needs internally with clarity, evidence, and prioritisation.

Customer Success Manager, Mid-Market

• Act as the architect and administrator of the CS tech stack and manage customer health scoring.
• Build the reporting backbone alongside Bitrise's Data team.
• Partner with the Support team to scale through automation and AI.
• Design and roll out cross-functional processes and earn adoption, not mandate it.

Customer Success Operations Manager

• Take the lead on the Customer Success approach to deliver world-class support and account management.
• Foster a customer-first culture focused on proactive engagement, satisfaction, and long-term retention.
• Act as an escalation point for complex client issues, ensuring swift and effective resolution.
• Maintain oversight of all customer success activities to guarantee service quality and consistency.
• Implement structured feedback loops between customers, product, sales, and operational teams to improve the customer journey.
• Identify expansion and cross-sell opportunities within existing accounts, supporting commercial growth.
• Drive initiatives that increase adoption, usage, and advocacy of JET’s software products.
• Ensure CRM data integrity, with accurate account and contact management for all customers.

• Own and proactively manage a portfolio of Mid Touch customer accounts, creating tailored success plans and customer journeys that support retention, adoption and active user growth.
• Lead proactive onboarding within agreed timelines, adapting delivery to each customer’s workflow, priorities and business objectives.
• Build, strengthen and maintain strategic relationships with key users, decision-makers and commercial stakeholders across customer organisations.
• Analyse customer health across usage, engagement, sentiment and commercial indicators to identify risks, opportunities and clear calls to action.
• Design and deliver tailored engagement initiatives aligned to each customer’s goals, strategy, buying cycle and stage in the customer journey.
• Conduct high-quality business reviews to measure progress against agreed success outcomes and recommend next steps.
• Partner with Sales on commercial discussions, including renewal support, solution recommendations and identification of growth opportunities such as cross-sell, upsell and CSQLs.
• Act as the voice of the customer by sharing feedback, trends and customer intelligence with Product, Content, Support and other relevant teams.
• Maintain excellent documentation and process discipline within the Customer Success platform, ensuring records are accurate, useful and action-oriented.
• Support knowledge sharing across the team, contribute to continuous improvement initiatives and act as a role model through high standards, empathy, maturity and accountability.

• The Senior Client Success Manager (sCSM) is responsible for driving measurable value, retention, and growth across a portfolio of strategic clients.
• This role partners closely with Account Managers and cross-functional teams to shape account strategy, influence senior stakeholders, and ensure clients achieve clear business outcomes.
• The sCSM operates as a trusted advisor, using insight and strong judgement to anticipate risk, unlock opportunity, and lead structured, executive-level engagements.

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