Implementation Specialist

• The Implementation and Escalations Engineer is a key technical role focused on maximizing the value of the Loan Management Software (LMS) platform through the effective use of product extensions and custom solutions.
• This role is responsible for building, and automating complex workflows, managing data transfers and reporting, and ensuring seamless connectivity between the LMS platform and integrated systems such as Footprint, Taktile, and Workato.
• A crucial aspect of this position is managing and resolving highly escalated support topics and technical incidents related to the implementation, configuration, and function of these product extensions.
• The Engineer provides advanced troubleshooting, deep technical expertise, and cross-functional coordination to ensure long-term stability and customer success, and also guides internal teams on advanced technical problem-solving within the product extension ecosystem.
• Takes ownership of deep learning about our software, its functions, and how it fulfills our customers' needs and how they use the product.
• Develop and implement custom product extensions (e.g., configurations, custom endpoints, or third-party tools like Workato) to meet complex customer workflow, data transfer, and reporting requirements.
• Automate and optimize internal and external processes using product extensions and integrated platforms (Footprint, Taktile, Workato, APIs) to drive efficiency and scalability.
• Own and resolve high-priority, escalated support tickets related to product extension functionality, custom workflows, data integrity, and integration failures.
• Apply expert-level troubleshooting to diagnose technical issues across the core platform, product extensions, and integrated systems.
• Partner with Product, Engineering, and Support to investigate, document, and resolve high-priority customer-impacting problems, including bugs, configuration challenges, and workflow deficiencies in product extensions.
• Mentors Technical Success team members to deepen technical knowledge of product extensions and strengthen advanced troubleshooting capabilities.
• Works closely with Product Management to ensure escalated issues and recurring customer pain points related to product extensions inform the product roadmap.
• Analyzes and tests programs and products prior to formal launch.
• An essential function of this role requires onsite work to collaborate with other team members. Remote work can be conducted at managers discretion and in accordance with company hybrid policy, although the first 90 days are expected to be in office completely to accommodate in person training.

Implementation, Escalations Engineer

• 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

Customer Success Manager

• Act as the main point of contact for a portfolio of strategic agency partners, including Holding Companies, GSIs, consulting firms, and global indie agencies, delivering an exceptional customer experience and fostering executive-level, long-term strategic partnerships.
• Navigate complex, matrixed organizational structures, building relationships across multiple stakeholders, practice areas, and regional teams within each partner.
• Work closely with the Director of Strategic Partnerships to deepen and strengthen relationships with our biggest agency partners, enabling them through lunch and learns, onsite enablement sessions, and other training initiatives that drive adoption at scale.
• Translate platform data into strategic recommendations tailored to each partner's business goals, industry dynamics, and global footprint to drive measurable improvements in AI Search visibility.
• Guide partners through education and adoption journeys across multiple markets and business units, ensuring high engagement, retention, and satisfaction at scale.
• Conduct quarterly business reviews and content strategy sessions, including with senior and C-suite stakeholders, focused on optimizing content visibility, organic growth, and AI-discovery performance (ChatGPT, Perplexity, Gemini, AI Overviews, and more).
• Help strategic partners position and sell Scrunch to their own clients and across their internal network, equipping them with the language, data, and talking points that resonate with how large agency organizations pitch and retain business.
• Apply strategic playbooks and scalable processes, while also building custom account strategies suited to the scale and complexity of Hold Co and global partnerships.

Customer Success Manager – Strategic Agency

• Act as the main point of contact for agency partners to deliver an exceptional customer experience, foster long-term strategic partnerships, and help maximize the impact of our cutting-edge generative AI search optimization software solution.
• Translate platform data into strategic recommendations tailored to each client’s business goals and industry dynamics to drive measurable improvements in visibility and optimization.
• Guide clients through education and adoption journeys—ensuring high engagement, retention, and satisfaction.
• Conduct quarterly business reviews and content strategy sessions focused on optimizing content visibility, organic growth, and AI-discovery performance (ChatGPT, Perplexity, etc.).
• Help agency partners position and sell Scrunch to their own clients, equipping them with the language, data, and talking points that resonate with how agencies pitch and retain business.
• Apply strategic playbooks and scalable processes to manage account volume without sacrificing quality of client relationships.

Customer Success Manager, Agency

Onboarding Specialist

• 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

• Lead, coach, and develop the People Services team, setting clear priorities, expectations, and accountability.
• Serve as a trusted advisor to managers and leaders on employee relations, driving consistent, thoughtful, and compliant outcomes.
• Own and support HR operations, including policies, processes, and day-to-day employee lifecycle activities.
• Play a key role in HRIS implementation and optimization (including Workday or similar), ensuring data accuracy, training, and adoption.
• Evaluate and improve People processes to increase scalability, efficiency, and employee experience.
• Support compensation-related work, including job structure, data organization, and future compensation cycles.
• Partner cross-functionally with Payroll, Finance, Legal, IT, and business leaders to ensure alignment and compliance across U.S. and Canadian operations.
• Leverage data, reporting, and technology (including AI tools) to inform decisions and improve service delivery.
• Oversee the People Success ticketing system, ensuring timely resolution, workload balance, and continuous improvement.

People Success Operations 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 key support contact for providers, responding to inquiries and resolving issues in a timely and professional manner.
• Build and maintain positive relationships with Marketplace providers to promote engagement and satisfaction.
• Actively manage procedure additions and deletions, and create new bundles as needed.
• Manage customer requests and follow established processes for issue resolution.
• Monitor customer activity and proactively identify opportunities to improve the customer experience, including mitigating partner attrition.
• Provide guidance on Marketplace tools, features, and best practices.

Customer Success Associate

• 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

Customer Advocate

• 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

• Own and manage a portfolio of 25-40 enterprise customers, ensuring adoption, retention, and expansion
• Serve as the customer’s strategic advisor, helping them achieve business objectives through effective use of our platform
• Build and maintain strong, multi-threaded relationships with global stakeholders, providing strategic guidance to foster engagement, trust, and long-term value
• Partner with the Implementation team to ensure smooth onboarding, adoption, and knowledge transfer
• Develop and execute success plans to drive adoption and value realization, proactively addressing customer challenges across global markets
• Plan and deliver Executive Business Reviews (EBRs) to executive and operational leaders, highlighting results, insights, and growth opportunities
• Drive Gross and Net Revenue Retention (GRR/NRR) through proactive renewal management and identification of expansion opportunities
• Act as the voice of the customer internally, providing structured feedback to Product and Engineering
• Monitor customer health metrics: post-onboarding adoption, satisfaction, contract status, NPS, and usage.
• Prepare reports to identify risks, opportunities, and progress toward success metrics.
• Partner cross-functionally with Sales, Marketing, Product, and Support to ensure customer needs are met efficiently.
• Represent the company at customer meetings, workshops, and industry events as required.

• Serve as the face and voice of Highspot to customers in your portfolio and as “the buck stops with you” owner of those customer relationships internally at Highspot
• Deeply understand your customer’s needs, thoughtfully helping business leaders to find opportunities to expand value, our footprint and depth of engagement
• Manage relationships with solution owners (Enablement, Marketing, Ops, etc.) to drive product usage and engagement
• Multi-thread to any stakeholder you need to engage across Enablement, Sales, Marketing, Operations, Finance, IT, and others at all levels (ATL, OTL, and BTL) to accomplish your goals; in the event of key customer stakeholder turnover, you seek and build replacement relationships
• Collaborate with customers to develop a mutual value plan
• Analyze your portfolio, identify risks and opportunities, and prioritize for impact
• Collaborate with your Account Management partners in the event of renewal risk; project manage the plan to “get to green churn risk”
• You will be responsible for identifying expansion opportunities, which you will pass on to the Account Management team
• Partner internally with Deployment Consultants, Technical Account Managers, Support, and Professional Services to optimize customer implementations and resolve technical challenges
• Help customers realize the full value of the Highspot platform; the CSM should allow the Solution Owner and ATL to believe their company has achieved ROI from Highspot that they can quantify and explain
• Drive product adoption and ongoing usage of Highspot with a focus on making Highspot an essential platform for the customer while promoting customer satisfaction and advocacy
• Identify opportunities to sell add-on services in support of achieving customer goals
• Ensure execution of customer maturity and technical discussions via coordinating solutions internally across engineering, marketing, product, and support teams

Senior Customer Success Manager

• Own onboarding from sales handoff through launch and first 30 days post-go-live
• Serve as the primary point of contact, aligning expectations, timelines, and technical requirements
• Ensure accurate, predictable go-lives and a smooth transition to Support/CSM teams
• Configure Tapcheck’s platform and manage data accuracy across Salesforce and internal tools
• Troubleshoot integration, payroll/timekeeping, and data-flow issues with urgency
• Work with third-party vendors when resolving complex or enterprise-level setups
• Validate deductions, sync behavior, and critical data flows after launch
• Identify and resolve issues quickly to stabilize clients within their first 30 days
• Partner with Sales, Product, Engineering, Support, and CSMs to remove blockers and improve reliability
• Maintain and refine documentation, SOPs, and onboarding tooling
• Contribute to scalable, automated onboarding workflows through our platform, OnRamp

Onboarding Manager

• Own a portfolio of strategic e-commerce merchants across Route's Post-Purchase Platform.
• Manage the full customer lifecycle, including onboarding, adoption, renewals, retention, and contract negotiations.
• Monitor account health, renewal risk, and commercial performance to drive long-term merchant success.
• Identify growth opportunities and partner with Account Executives to expand merchant relationships.
• Support legacy contract migration efforts by transitioning merchants to standard commercial terms.
• Participate in executive sponsorship programs and facilitate engagement between Route leadership and key merchant stakeholders.
• Build trusted relationships through virtual and in-person customer engagement.

• Drive Customer Value & Growth
• Ensure every customer experiences consistent, high-quality engagement throughout their lifecycle.
• Partner with Sales, Renewals, and Services leadership to drive adoption, retention, and expansion across the customer base.
• Model and coach a cohesive account team approach — ensuring CSMs, TAMs, Account Executives, and Renewal Managers operate as a unified team aligned on customer outcomes.
• Provide executive sponsorship for strategic accounts and serve as a trusted advisor to C-level customer stakeholders.
• Cultivate Deep Product Expertise
• Uphold one of the hallmarks of Highspot’s Customer Success team by developing and maintaining deep knowledge of our platform and its integrations within customer environments.
• Ensure the CSM organization is equipped to provide best practices, training, and guidance that maximize customer value and adoption.
• Champion product expertise as a differentiator, reinforcing credibility and trust with customers at every level.
• Foster a High-Performance Culture
• Lead with a people-first mindset — genuinely investing in the development, wellbeing, and career growth of every member of your team.
• Hire, coach, and develop top talent at every level of the CSM org, leading with high emotional intelligence and self-awareness.
• Set and uphold high performance and engagement standards, balancing accountability with empathy.
• Cultivate a culture that embodies Highspot’s guiding principles, especially “Enjoy the Ride.”
• Drive Commercial Impact & Retention
• Lead a team in owning and exceeding a dedicated customer retention target for your assigned strategic portfolio.
• Drive adoption of MEDDPICC sales methodology.
• Ensure your CSMs run proactive renewal validation — confirming stakeholder alignment, surfacing risk, and documenting customer value — in close partnership with their Renewal Managers.
• Maintain forecasting accuracy for renewals and expansion, providing reliable, data-driven insights to leadership.
• Drive your CSMs to surface and qualify expansion opportunities in partnership with Account Executives who own the commercial relationship, stepping in to support key deals as needed.
• Collaborate Cross-Functionally
• Partner with Product leadership to channel customer insights into product strategy and innovation.
• Work with Marketing and Sales to align on customer advocacy, referenceability, and expansion opportunities.
• Collaborate with Operations and Analytics to ensure data-driven decision-making across the CSM function.
• Lead & Scale the Organization
• Build and inspire a segment-focused Customer Success team that sets the standard for excellence across Enterprise and Strategic accounts.
• Implement scalable processes, tools, and metrics that drive efficiency, consistency, and predictable outcomes.
• Develop the leadership bench within the CSM org, ensuring succession planning and long-term organizational strength.

Director, Customer Success Management

• Drive root‑cause resolution by investigating integration and installation issues, understanding causal mechanisms, recommending corrective actions, and owning documentation of results.
• Strengthen installation quality by applying and improving key processes such as Installation Quality Assurance, OEM integration, and product selection.
• Enable cross‑functional alignment by gathering input from SMEs and VPI teams, negotiating requirements, and delivering accurate product data and installation guidance to Application Engineers and OEMs.
• Influence machine performance through sound decisions on product selection, design, and integration.
• Serve as the primary technical liaison by building strong relationships with customer technical counterparts and resolving installation issues.

Customer Engineer

• Own the customer's renewal, usage, and adoption of Kenect product features.
• Identify, strategize and execute account expansions, feature upsells and cross-sales
• Promote maximum value of the product, identify new opportunities to ensure growth attainment
• Develop a comprehensive understanding of common business challenges faced by customers along with their common objectives.
• Deliver group and individual user informational and training sessions about Kenect features, industry benchmarking and best practices
• Monitor usage, proactively contact clients upon low usage and deliver effective solutions to improve product adoption.
• Run, build and maintain regular cadence calls and Executive Business Reviews with key stakeholders
• Evaluate and prioritize customer issues and inquiries to better serve the customers and drive effective resolutions.

Mid-Market CSM

• Implement and deliver ALEX to customers
• Troubleshoot customer issues and resolve them delightfully
• Collaborate with internal teams to find helpful solutions
• Analyze customer benefit packages and customer-specific software builds to determine fit with Jellyvision’s proprietary software
• Document and communicate any customer-product fit issues you identify both internally and externally and propose ways to resolve them
• Build excellent rapport with customers
• Communicate project schedules and progress to customers so that they always know where we are in completing each release
• Think at least two steps ahead to try to make everyone’s lives smoother and happier
• Document process and product issues and ideas for improvement so that we are continually getting better at what we do and how we do it

Implementation Manager

• Serve as the primary escalation point for partners, responding to escalated calls, chats, and emails in a timely manner
• Triage, categorize, and route escalated support tickets with accuracy and urgency
• Troubleshoot and diagnose complex product, system, and service-related issues
• Create, document, and manage development tickets in Jira when Product or Development team involvement is required
• Monitor AI support agent performance, identify recurring issues and failure patterns, and provide recommendations for improvement
• Capture customer feedback and feature requests and route them to the appropriate internal teams
• Serve as a liaison between Customer Success and Product teams by translating customer issues into clear, actionable requirements
• Manage customer escalations with professionalism while maintaining clear communication throughout the resolution process
• Collaborate with Compliance, Accounting, Filing Services, Product, and other internal teams to resolve complex customer issues
• Maintain detailed records of customer interactions, troubleshooting activities, and action items within support systems
• Develop expertise in InsCipher products, SaaS support processes, and surplus lines insurance operations
• Share knowledge and best practices with team members to improve overall support effectiveness

Senior Customer Success Specialist

• Serve as a strategic partner for nonprofit customers through short term, outcome-focused engagements, helping them achieve fundraising and donor engagement goals through Givebutter (this is a pooled motion, not a fixed book of business).
• Lead discovery, success planning, training, and strategic guidance that drive adoption, value realization, retention, and growth.
• Become a subject matter expert in Givebutter and connect platform capabilities to customer goals, challenges, and opportunities.
• Continuously test and iterate on new ways to incorporate AI into your workflows, using it to support and improve the work being done while maintaining strong judgment and data hygiene.
• Identify customer risks and opportunities early, using AI, data and customer insights to guide proactive action.
• Partner cross-functionally to improve the customer experience and advocate for customer needs.
• Facilitate a mix of 1:many webinars, automated engagement, and targeted 1:1 customer interactions.

Customer Success jobs in Utah

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Implementation, Escalations Engineer

Senior Implementation Specialist

Customer Success Manager – Strategic Agency

Customer Success Manager, Agency

Customer Onboarding Specialist

People Success Operations Manager

Strategic Customer Success Manager – MarTech / AdTech

Customer Success Associate

Customer Success Operations Lead

Client Advocate – Paralegal

Customer Success Manager

Senior Customer Success Manager

Onboarding Manager

Customer Success Manager

Director, Customer Success Management

Customer Engineer

Mid-Market CSM

Implementation Manager

Senior Customer Success Specialist

Customer Success Manager