Customer Success Manager

• Serve as the primary point of contact for customers, fostering strong relationships with government end users and commercial clients.
• Conduct regular Quarterly Business Reviews (QBRs) to communicate progress, gather feedback, and ensure alignment with customer goals.
• Responsible for renewals, upsells, and cross sells.
• Partner closely with engineering and product teams to ensure timely and successful delivery of technical solutions.
• Translate customer needs into actionable requirements, ensuring seamless integration and deployment of our PaaS solutions.
• Guide customers through the Authority to Operate (ATO) compliance process, ensuring they meet necessary security and regulatory standards.
• Stay up-to-date on compliance trends, government requirements, and cloud security best practices to support customer success.
• Serve as a trusted technical advisor, helping customers optimize their use of our platform.
• Advocate for customers by sharing feedback and insights to inform product development and enhancements.
• Monitor customer success metrics, including adoption rates, satisfaction scores, and retention, to identify opportunities for improvement.
• Develop and execute strategies to improve customer outcomes and increase platform utilization.

Mission Success Manager

• Proactively map the Microsoft organization to identify untapped business units
• Develop and execute targeted outreach and pipeline development strategies
• Convert exploratory conversations into scoped pilots and prototype engagements
• Serve as the single-threaded commercial owner of the Microsoft account
• Build and maintain trusted relationships with AI, data science, product, and operations leaders
• Maintain rigorous pipeline hygiene, forecast accuracy, and account health reporting

Director, Client Success

• Own post-sale success for a portfolio of customers, serving as the primary point of contact.
• Build trusted relationships with customer stakeholders, understand their goals and timelines, and align Oura's capabilities to what success actually looks like for their team.
• Drive adoption, engagement, and retention by ensuring customers realize clear value from Oura’s products and services.
• Lead specialized onboarding for research teams, managing deployment logistics for study participants and ongoing lifecycle execution in partnership with Sales.
• Monitor account health, proactively identifying risks, renewal needs, and expansion opportunities.
• Collaborate cross-functionally with Sales, Enterprise Support, Product, and Operations to deliver a seamless customer experience.
• Apply an understanding of research environments — including data privacy considerations (GDPR/HIPAA) and stakeholder structures — to tailor your approach for each customer.
• Manage multiple customer initiatives with strong execution, clear communication, and sound project management.
• Capture and share customer insights to inform product and process improvements.
• Maintain accurate account records and engagement data in CRM and internal systems.
• Own post-sale relationships for a portfolio of customers and/or partners, serving as the primary point of contact for ongoing success.

Customer Success Manager, Research

• Implements strategies and processes that deliver consistent customer satisfaction and retention
• Owns account relationships, strategy, pricing – including managing contract renewals and RFPs.
• Proactively engages and builds relationships with decisions makers and all levels of school district personnel
• Understands retention and service risks in their book of business and works to drive risk mitigation plans where applicable
• Utilizes extensive product/service knowledge, problem-solving skills and training to enhance customer engagements while generating revenue
• Conducts regular check-ins and business reviews with clients to understand their goals and challenges, providing tailored solutions to meet their needs
• Works cross functionally and coordinates with internal teams to access additional resources and facilitate the solutions and tools needed by customers
• Delivers customer feedback as a voice of the customer to internal teams identifying customer needs, ideas, and challenges
• Advocates for solutions, product enhancements, and other actions to meet the needs of customers and cultivate growth

• Retaining, growing and managing TELUS Health's large account portfolios
• Demonstrating a consultative client approach
• Continually demonstrating a highly developed capacity to consult around workplace and/or organizational issues
• Maintaining the highest level of client loyalty
• Analyzing and interpreting reporting to recommend solutions
• Assisting with issue escalations and solution planning
• Managing the account profitability
• Alignment with Senior Leadership teams as required
• Participating in proposal development and presentations
• Negotiating contracts and closing agreements
• Assisting client with marketing of the program

Senior Customer Success Manager

• Coordinate closely with internal teams and customer contacts to maintain accurate, up-to-date delivery schedules, targeting 100% on-time delivery.
• Lead weekly touchpoints with site general contractors, customer sourcing teams, and internal demand planning to ensure alignment.
• Achieve 100% annual ship forecast accuracy by managing customer pull-in/push-out requests and collaborating with internal planning teams.
• Ensure all customer orders are entered into the system and confirmed within 24 hours of receipt.
• Gather and evaluate supply performance feedback from both the customer and internal site teams.
• Develop and implement improvement plans to ensure consistently positive performance ratings, including “pass” results on all supplier performance assessments.
• Partner with internal logistics and field support teams to coordinate delivery, commissioning, and hand-off activities, ensuring 100% on-time commissioning and customer readiness.
• Prepare and deliver weekly account supply updates, including demand schedule changes, new order activity, and field delivery status.
• Play a key role in quarterly business reviews with the customer, including presentation development, in-person delivery, and supporting the account coordinator with preparation and insights.

• Serve as the primary post-implementation relationship owner for a portfolio of clients using Sage Intacct
• Drive client satisfaction, software adoption, subscription renewals, and revenue expansion
• Own the full renewal cycle for an assigned book of business
• Identify and pursue upsell and cross-sell opportunities
• Conduct regular Business Reviews (QBRs/EBRs) with client stakeholders
• Proactively educate clients on new Sage Intacct features
• Develop and deliver tailored adoption plans for clients
• Maintain accurate opportunity and renewal data in CRM
• Build multi-threaded relationships across client organizations
• Capture client feedback and advocate for product enhancements

Client Success Manager – Sage Intacct

• Influence a portfolio of enterprise retail accounts to foster long-term, successful partnerships.
• Serve as the primary retail SME and advocate for the client within the company.
• Conduct regular business reviews (QBRs) to assess progress, report on value realization, and strategize on future goals.
• Support the full customer journey through data analysis, insights, and recommendations.
• Proactively drive user adoption and engagement by providing training, best practices, and continuous support.
• Monitor key KPIs and work cross-functionally to develop data-driven strategies.
• Collaborate with clients to define, measure, and achieve a clear return on investment (ROI).
• Identify outliers in performance and value, and collaborate with cross-functional teams and the customer to develop and execute recovery plans.
• Identify and qualify opportunities for account expansion and upsells in collaboration with the Sales team.
• Ensure high retention rates and support the renewal process for your portfolio.
• Advocate for the customer by providing feedback to Product and Engineering teams to inform the product roadmap.
• Develop a deep understanding of the client’s specific retail challenges and strategic priorities.
• Act as a subject matter expert on both our vision AI platform and its application within the retail industry.

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

Implementation Specialist

• Onboarding new customers and ensuring successful implementation of solutions
• Developing and maintaining strong relationships with assigned accounts
• Providing product training and support to customers
• Monitoring customer health and addressing issues proactively
• Collaborating with internal teams to improve customer experience
• Tracking and reporting on key performance metrics
• Focus exclusively on customer satisfaction, training, and experience - you're not expected to carry any sales quota or revenue targets

Implementation Manager, Data Privacy

• 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

• Respond to user inquiries via email, chat, and social media channels in a timely and professional manner
• Troubleshoot issues related to offers, account access, and platform navigation
• Escalate complex issues to the appropriate team with full context and documentation
• Maintain detailed records of user interactions in our support CRM
• Identify recurring issues and report patterns to the product team
• Contribute to the help center by writing and updating FAQ articles
• Deliver consistently high CSAT scores through genuine, solution-focused support

Customer Success Specialist

• Take hands-on ownership of customer implementations
• Serve as the functional liaison between product engineering teams and customer delivery teams
• Manage communications across multiple stakeholders
• Support customers in leveraging UiPath's agentic AI capabilities
• Partner closely with Technical Account Managers (TAMs)
• Define and drive the client's automation strategy

Customer Success Manager – DOD/DOW

• Lead designated territory and provide end-to-end renewal execution support to ensure customer retention and annual revenue and growth targets.
• Spearhead renewal negotiations and drive incremental revenue.
• Connect with customers regularly both virtually and in-person to become a trusted advisor.
• Establish strong relationships based on knowledge of customer requirements and commitment to value.
• Encourage all accounts to become Neumo references.
• Develop effective and specific account plans to ensure revenue target delivery and sustainable growth by driving Demand Generation, Pipeline and Opportunity Management strategies.
• Leverage internal Neumo resources to navigate contract creation, pricing, closing and bookings.
• Ensure effective Pipeline planning - Follow a disciplined approach to maintaining a rolling pipeline.

• Own one or more government customer accounts end-to-end, building genuine trust with mission leads, end users, and program leadership.
• Translate ambiguous mission needs into a sequenced plan of work—deciding what to build, what to deprioritize, and when to stop.
• Drive ruthless execution: run the cadences, unblock teams, and hold the line on commitments to the customer.
• Be the product voice in the room—shape requirements with the customer, validate prototypes, and feed structured product signal back to Strider’s platform team so individual deployments compound into product.
• Care about how analysts and operators actually use what we deliver—sweat the workflows, the surfaces, and the moments of friction that decide whether a tool gets adopted or shelved.
• Identify expansion paths inside each account—adjacent missions, new teams, new authorities—and convert proof points into durable, growing relationships.
• Represent the customer internally with clarity and conviction—advocate for what matters; push back on what doesn’t.

Client Success Manager – Government

• Serve as the primary point of contact for client service inquiries and requests
• Triage incoming issues based on urgency, scope, and complexity
• Communicate with empathy, clarity, and professionalism especially during stressful situations
• Gather photos, videos, or documentation to support effective resolution
• Clearly explain services, expectations, and next steps to clients
• Proactively follow up to confirm resolution and client satisfaction
• Identify recurring concerns and recommend improvements to the service experience
• Route issues to the appropriate internal teams with full context
• Track service requests through resolution to ensure accountability
• Maintain accurate and thorough documentation in internal systems
• Partner closely with the Support Team Manager to identify trends, training needs, or process gaps
• Act as a client advocate by ensuring concerns are addressed fairly and promptly
• Support long-term relationships through proactive communication and expectation alignment
• Identify potential program misalignment or dissatisfaction patterns
• Ensure service transitions or offboarding are handled professionally and respectfully
• Identify breakdowns in the client journey and propose practical improvements
• Contribute to refining service workflows, communication templates, and escalation procedures
• Help improve consistency, clarity, and response times across client interactions
• Maintain up-to-date knowledge of services, programs, and internal policies

Client Success Manager

• Conduct supplier vetting, due diligence, and risk assessments across complex supply chains, including analysis of ownership structures, compliance exposure, and operational risk factors.
• Perform multi-tier supply chain analysis to identify dependencies, concentration risks, and potential single points of failure.
• Analyze large datasets (e.g., supplier, product/SKU, logistics, and external risk data) to identify emerging risks, anomalies, and disruption signals.
• Support ongoing monitoring of supply chain risks, including triaging alerts, validating risk signals, and prioritizing issues based on impact.
• Develop structured risk reports and assessments, including recurring deliverables that highlight key vulnerabilities, trends, and recommended actions.
• Contribute to the development of risk scoring methodologies and analytical frameworks that support consistent risk identification and prioritization.
• Partner with Data Scientists and AI Solutions Engineers to refine analytical outputs and ensure insights are operationally relevant.
• Translate analytical findings into clear, concise insights and recommendations for both technical and non-technical stakeholders.
• Support scenario analysis and risk modeling efforts to evaluate the impact of supply chain disruptions and inform mitigation strategies.
• Provide input into mitigation strategies, including supplier diversification, substitution options, and contingency planning.

Senior SCRM Analyst

• Provide expert program and technical support to parents, schools and vendors in a cloud-based Contact Center.
• Assist applicants, participants, schools and vendors both on the phone and through digital communications on all elements of the HOPE Scholarship program.

Customer Success Representative

• Build strong relationships with key stakeholders at educational institutions, understanding their goals and aligning our solutions to meet their needs.
• Collaborate with the Implementation team to guide new customers through the onboarding process, ensuring they have the resources and support for a smooth start.
• Monitor customer health metrics and usage data to proactively address challenges, identify growth opportunities, and ensure high levels of satisfaction.
• Conduct regular strategic implementation cadence calls, business reviews, and training sessions with customers to foster engagement and address their evolving needs.
• Collaborate with Sales, Implementation, Support, Marketing and Product teams to resolve issues, implement feedback, surface testimonials and case studies, and continually enhance the customer experience.
• Create and share best practices, resources, and playbooks to improve product usage and empower educators and administrators.
• Drive retention and renewals by demonstrating the ongoing value of our solutions, identifying upsell opportunities, and mitigating any potential churn risks.
• Act as a voice of the customer by relaying insights and suggestions to internal teams to influence product development and strategic planning.
• Identify and communicate potential expansion and upsell opportunities to the Sales team by understanding customer needs and highlighting relevant products or services that add value.
• Support customer events, webinars, and workshops to enhance the client community and enable peer-to-peer learning.
• Document customer interactions, feedback, and key account information in our Customer Success platform for accurate tracking and reporting.

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