Customer Success Manager

• Serve as the main point of contact for assigned customer accounts.
• Lead customer success activities such as onboarding and training.
• Identify opportunities for clients to get more value from our products.
• Build and maintain regular communication with key accounts.
• Conduct regular check-ins and business reviews with clients.
• Proactively identify upsell and cross-sell opportunities.

Implementation Specialist

• Coordinate and support new client implementations from handoff through go‑live under established processes and timelines.
• Schedule and facilitate implementation meetings, including internal prep calls, kickoff calls, and routine touchpoints.
• Guide clients through implementation steps, ensuring clarity on next actions, timelines, and responsibilities.
• Serve as a day‑to‑day contact for implementation‑related questions and follow‑ups.
• Maintain implementation plans, trackers, and documentation (e.g., Smartsheet, status trackers, implementation folders).
• Monitor implementation milestones and flag risks or delays to senior implementation team members.
• Ensure deliverables are completed on time and documented appropriately.
• Keep internal stakeholders informed of implementation status and changes.
• Partner with Sales, Account Managers, and internal teams to align on client requirements and sold products/services.
• Coordinate participation from internal subject matter experts during implementation calls as needed.
• Ensure accurate handoff and information sharing across teams throughout the implementation process.
• Maintain accurate and timely documentation in CRM and implementation tools.
• Follow established implementation workflows, templates, and best practices.
• Support process improvement efforts by providing feedback on tools, templates, and client experience.

Implementation Manager

• Independently lead end‑to‑end client implementations, including higher‑complexity or higher‑visibility accounts.
• Own implementation timelines, deliverables, and outcomes, ensuring all activities are completed accurately and on time.
• Facilitate client and broker discussions and decision‑making related to benefit design, services, and implementation approach.
• Proactively manage risks, dependencies, and stakeholder expectations; communicate status and timelines at a strategic level.
• Lead cross‑functional coordination to deliver a seamless, high‑quality implementation experience.
• Troubleshoot complex client‑specific or technical issues and drive timely resolutions with internal teams.
• Maintain strong working knowledge of products, operational capabilities, and implementation processes.
• Identify opportunities to improve implementation tools, workflows, and operational efficiency.
• Serve as a mentor and resource to Implementation Manager I team members, reinforcing best practices and quality standards.
• Maintain implementation plans, trackers, and documentation (e.g., Smartsheet, status trackers, implementation folders).
• Monitor implementation milestones and flag risks or delays to senior implementation team members.
• Ensure deliverables are completed on time and documented appropriately.
• Keep internal stakeholders informed of implementation status and changes.
• Partner with Sales, Account Managers, and internal teams to align on client requirements and sold products/services.
• Coordinate participation from internal subject matter experts during implementation calls as needed.
• Ensure accurate handoff and information sharing across teams throughout the implementation process.
• Maintain accurate and timely documentation in implementation tools.
• Follow established implementation workflows, templates, and best practices.
• Support process improvement efforts by providing feedback on tools, templates, and client experience.

Implementation Manager II

• Manage a portfolio of clients, ensuring customer retention and high satisfaction
• Own overall relationship with assigned clients, which includes increasing adoption, ensuring retention, and continuous showcase of value
• Drive customer interaction across the customer lifecycle to ensure adoption of products, expansion opportunities, and retention
• Deliver client business reviews to measure progress, assess key trends and emphasize value

• lead global Customer Engagement Programs
• serve as the primary architect of executive-level customer engagement strategy
• manage the Executive Customer Advisory Board (ECAB) program
• foster long-term partnerships with customers by facilitating high-level dialogue
• act as a trusted advisor to Cisco’s leadership team
• manage end-to-end experience for board members
• partner with product management and marketing teams to develop strategic agendas
• formalize feedback loop between CAB members and Cisco’s internal product and engineering organizations
• collaborate with Sales, Customer Experience, and Marketing teams
• manage program logistics and ensure program scales effectively
• manage outreach and participation for beta/alpha product opportunities

Customer Engagement Programs Lead

• Primary Installation Role responsibility where location of work may vary across the United States.
• Collaborate and partner with Sales, Project Manager, Network Design and Digital services, customer IT and biomed to implement solutions sold.
• Use technical knowledge to install, monitor, and customize clients' systems after an initial purchase of hardware or software.
• Ensure a client doesn't only buy a product but has a positive experience with it.
• Assess and remediate existing infrastructure to support installation of new solution.
• May also perform installation, validation, and connectivity on assigned equipment.
• Function as co-lead; develop and maintain strong relationships and frequent communications with customers and sales to proactively identify customer needs, ensure resolution, proper follow-up, and ongoing customer satisfaction.
• Consulting with IT and biomed on customer requirements for installation and address cyber security concerns.
• Mentoring and coaching local FE on installed solution.
• Responsible for prompt administrative responsibilities such as maintaining customer service logs and internal service records in a timely manner, technical project plans, technical walk thru and post warranty conversations with customer.
• Manage vendor service as needed.
• Provide instruction to personnel on equipment operation, diagnostics, effective use, and repair.
• Supports engineering new product releases.

• Lead, coach, and develop a team of Customer Success Engineers, which may include junior managers, to deliver consistent, high-quality customer outcomes.
• Set clear expectations, performance standards, and operating rhythms for onboarding, adoption, success planning, resilience assessments, executive reviews, and renewal risk mitigation.
• Drive scalable technical capability across the team, including expertise in Veeam Data Platform, disaster recovery and resilience, cloud platforms, virtualization, storage, operating systems, and automation.
• Establish and improve standards for customer success plans, adoption roadmaps, account scorecards, health checks, quarterly business reviews, resilience reporting, and executive communication.
• Ensure Customer Success Engineers translate customer business objectives into co-signed, measurable success plans with time-bound value milestones.
• Champion resilience as a customer outcome by standardizing the use of maturity assessments, recoverability validation, recovery simulations, health checks, and gap remediation planning.
• Monitor customer health, adoption, sentiment, renewal readiness, and expansion indicators across the team’s book of business.
• Act as a senior advisor and escalation point for strategic enterprise customers, especially when resilience posture, executive alignment, adoption risk, or renewal risk requires leadership intervention.
• Partner with Sales, Renewals, Technical Account Management, Support, Product, and Professional Services to align customer success engineering activities with account strategy, product roadmap feedback, and revenue priorities.
• Build repeatable plays, enablement, and best practices that improve time-to-first-value, adoption breadth and depth, retention, expansion readiness, and referenceability.
• Drive continuous improvement in team operations, including capacity planning, account coverage, scorecard hygiene, forecasting inputs, and operating efficiency.
• Contribute to business planning by identifying growth opportunities, influencing account strategy, supporting expansion motions, and aligning team performance with retention and revenue goals.
• Ensure the team remains focused on advisory, adoption, resilience, and value realization outcomes while routing break-fix issues, hands-on technical operations, commercial negotiations, and renewal quoting to the appropriate teams.

Senior Manager, Enterprise Customer Success

• 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

Onboarding Specialist

• Serve as an ambassador and example of Best Friends Animal Society’s Guiding Principles by upholding a culture of collaboration, innovation, accountability, trust, inclusivity, and respect
• Support the administration and maintenance of compensation resources, including pay ranges, compensation guidelines, job descriptions, job profiles, and related tools or materials
• Gather, organize, and summarize internal compensation data and external market information to support pay range reviews, benchmarking, job evaluations, and compensation planning
• Complete assigned compensation-related tasks in Workday, including routine updates to compensation data, role information, job profiles, and related records, following approved processes and escalating questions as needed
• Identify potential compensation data issues, inconsistencies, or items needing review and escalate them to the appropriate owner
• Generate routine compensation reports, summaries, trackers, and data files to support review by the Director, People Strategy & Analytics and other People & Culture stakeholders
• Support tracking of routine compensation-related compliance items, including minimum wage changes, pay transparency requirements, and other compensation-related updates
• Provide routine process and resource support to managers and People & Culture partners related to job descriptions, role changes, new positions, promotions, and compensation process questions
• Escalate complex, sensitive, or non-routine compensation questions to the Director, People Strategy & Analytics or another appropriate People & Culture leader
• Help prepare, update, and organize compensation-related resources, including process guides, templates, FAQs, job change resources, manager materials, and other approved communications
• Support defined People Strategy & Analytics execution needs, including first-year journey and onboarding coordination support, materials/checklist updates, cohort-related follow-through, and other assigned portfolio priorities
• Maintain appropriate confidentiality and discretion when handling sensitive employee, compensation, organizational, and system information
• Perform other duties as assigned

Compensation & Onboarding Specialist

• Develop a portfolio of ~35 Enterprise customer accounts, all of which are high-touch customers with complex needs.
• Regularly reach out to your accounts to gather intelligence on how they are currently using our products and determine what features and services are most valuable to their businesses, while also coaching them on best practices.
• Build and maintain senior-level relationships with your customer accounts while creating a premium and high-caliber experience.
• Collaborate with customers by solving complex problems with out-of-the-box solutions to strategically and continually increase product value.
• Help find new ways to continuously improve our customers experience, both in our product and processes.
• Analyze user engagement data and identify actionable insight - KPI’s will be reported on regularly.
• Organize ServiceTitan customers into appropriate segments for up-selling and cross-selling opportunities.
• Be a mentor and resource to new hires, and members of the non-Enterprise Success Team.

Enterprise Customer Success Manager, Exteriors

• Join our Retail Onboarding Team and play a key role in winning new retail customers, guiding them through the onboarding journey, and elevating their customer experience.
• Approximately 95% of your time will be spent with customers delivering exceptional customer service experiences through personalized interactions with customers via phone, live online chat, and email.
• Work independently for approximately 80% of the day, while collaborating remotely with team members and attending meetings as needed.
• Become an expert in understanding our customers' needs, identifying opportunities to fill product gaps, and generating innovative ideas to expand our market share and enhance the customer experience.
• Drive growth in our retail channel by owning the customer onboarding experience, providing onboarding, free setup assistance, and support from retail sign-up to account completion.
• Respond to inquiries, address complaints, and resolve issues, focusing on customer satisfaction and protecting our company's brand.
• Conduct outreach to customers to ensure the completion of the onboarding and setup process.
• Collaborate with your team to develop resources that promote customer engagement and enhance the overall customer experience.
• Handle sensitive customer information securely and follow the company’s data protection protocols.
• Maintain strong attention to detail and ensure accurate and timely documentation of customer interactions.

Retail Onboarding Coordinator

• Manage a portfolio of 15–30 SMB/Mid-Market customers (<$500M in revenue), serving as the primary point of contact from onboarding through renewal and growth.
• Support executive stakeholders (VP to C-level) to achieve fast, measurable outcomes with Alloy.ai through scalable, value-driven engagements.
• Monitor account health, manage by exception, and focus efforts where they will have the highest impact.
• Drive retention and expansion through business value reviews, renewals, and growth-focused conversations.
• Conduct and deliver analysis in Alloy, helping customers turn insights into repeatable, automated processes.
• Identify and cultivate customer advocates, partnering with Marketing to capture success stories, case studies, and references.
• Improve processes, playbooks, and tooling to support scaled customer management without sacrificing quality.
• Collaborate on building training programs, including self-serve onboarding and education to reduce manual support needs.
• Act as the voice of the customer, gathering feedback and translating it into actionable requests for Product and Engineering.

• Own major financial existing accounts
• Drive sales, ongoing, consultative relationships and be the face of Socure throughout the post-sales customer journey
• Create and implement strategic account plans focused on enterprise-wide deployments of products and services
• Partner with our Public Sector Sales Pod to develop, scale, and grow our post-sales customer success function
• Act as a trusted advisor to customers and successfully establish relationships throughout the customer’s organization
• Identify expansion and up-sell opportunities, new use cases, and play a key role in renewing enterprise customer contracts
• Manage time-to-revenue timelines following contract signing, including product delivery, integration, and sign-offs
• Coordinate technical resources needed for up-sell opportunities and support issues
• Own status reporting to support revenue projections
• Act as an escalation point for renewals strategy, critical account issues, and ongoing account planning
• Analyze customer data to identify and propose new ideas and processes to prevent issues and increase product usage
• Quickly absorb new information via Socure University training program and external sources to become an expert on our solutions

Strategic Customer Success Manager – Public Sector

• Conduct client training in preparation for Go-Live events, following Nextech CRM’s standard implementation methodology.
• Complete practice assessments and workflow analysis guided by industry best practices.
• Instruct clinical and non-clinical staff on the proper use of software applications.
• Train staff in individual and group settings, employing diverse teaching strategies to maximize effectiveness.
• Complete administrative tasks to update customers, Project Managers and Department Managers on implementation progress.
• Investigate and resolve client issues during implementation and go-live.
• Identify opportunities for workflow improvement and optimization post-go-live.
• Partner with internal teams to ensure successful implementation and alignment with client needs.
• Communicate effectively with clients and team members to ensure alignment and satisfaction.
• Additional duties as required.

Implementation Specialist – CRM

• Consult with management on efforts and processes for overseeing customer network development and customer support activities
• Work directly with lenders to develop their capabilities to deliver loans to Fannie Mae
• Support customer engagement opportunities
• Build strong relationships with multifamily owners and DUS lenders by developing customized financing strategies and delivering best‐in‐class customer service
• Partner with credit, legal, risk, and servicing teams to structure transactions that balance mission and market objectives with sound credit principles
• Provide guidance and recommendations on promoting and selling Fannie Mae's products and services
• Provide subject matter expertise, best practices, and recommendations to management.

Principal, Multifamily Customer Engagement and Partner Management

• 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

• Independently own a full book of onboardings including complex GeoLift accounts (data warehouse connections, custom KPIs, opt-out customers, multi-source setups), self-managing prioritization and flagging risks early
• Run complex Data Onboarding Calls, proactively identifying data risks during prep (warehouse complexity, custom KPIs, opt-outs) and shaping the call agenda to address them upfront
• Own cMMM onboardings end-to-end, including non-API spend setup, covariate guidance, and customer education on data requirements and model limitations
• Identify and prototype opportunities to apply AI tooling to recurring Onboarding tasks; bring new techniques to the team and document what works
• Partner with Measurement Strategy Managers to ensure onboarding execution aligns with customer measurement strategy
• Independently reproduce and file detailed bug reports, collaborating with Support, Data, Science, and Engineering teams for resolution and providing context on customer impact
• Build, document, and share knowledge of products, tools, and processes to aid in troubleshooting and team development
• Build and maintain deep subject matter expertise within the evolving Haus product suite, becoming proficient with admin tooling, data troubleshooting, end-to-end Haus app data flows, and able to write basic SQL queries to inspect customer data
• Develop advanced knowledge of incrementality concepts and MarTech workflows, helping connect these concepts to customer onboarding decisions
• Contribute to identifying best-in-class onboarding practices and refining them based on customer patterns and feedback
• Participate in cross-functional projects that advance team, department, and company goals, often serving as the Onboarding representative in collaborative efforts

Customer Implementation Consultant

• Collaborate with assigned sales partner(s) to develop customized product and therapy solutions
• Provide training on equipment and therapies
• Conduct prospecting and demand generation activities
• Act as a trusted advisor to patients by providing technical expertise
• Support commercialization and launch of new products and assist in training labeling process
• Assess clinical environments and collaborate with staff to implement training and improvement plans

Clinical Consultant, Implementation Specialist

• Serve as the primary point of contact for assigned customer accounts
• Manage the successful implementation and fulfillment of client engagements from onboarding through completion
• Develop project timelines and communicate deliverables and milestones
• Build long-term client relationships through regular communication and campaign reviews
• Prepare and present campaign performance reports

Corporate Customer Success Manager

• Be a proactive customer success mindset
• Drive adoption, retention, and expansion for your client base
• Lead successful implementation and onboarding for new clients
• Build and enhance executive relationships within client base
• Train and educate Govly users
• Share frontline customer experiences back into the business
• Bring a scrappiness and hunger to build a truly special team

Customer Success jobs in Washington

See all jobs on JobTailor

Customer Success Manager

Implementation Manager

Implementation Manager II

Customer Success Manager

Customer Engagement Programs Lead

Implementation Specialist

Senior Manager, Enterprise Customer Success

Senior Customer Success Manager

Compensation & Onboarding Specialist

Enterprise Customer Success Manager, Exteriors

Retail Onboarding Coordinator

Customer Success Manager

Strategic Customer Success Manager – Public Sector

Implementation Specialist – CRM

Principal, Multifamily Customer Engagement and Partner Management

Customer Onboarding Specialist

Customer Implementation Consultant

Clinical Consultant, Implementation Specialist

Corporate Customer Success Manager

Customer Success Manager