Customer Success Manager

• 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

• 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.

• 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

• Own executive-level relationships for strategic healthcare client accounts.
• Lead quarterly business reviews, renewal discussions, and ongoing executive engagement.
• Proactively monitor client health, adoption, satisfaction, and retention trends.
• Partner cross-functionally with Sales, Product, Operations, and Support teams to deliver seamless client experiences.
• Identify growth opportunities while mitigating client risks and driving long-term retention.
• Travel up to 25% as needed.

Director, Client Success

Implementation Specialist

• Develop deep expertise in Snapsheet’s SaaS products to guide customers through implementations
• Lead end-to-end implementations for global insurance carriers
• Act as the primary project manager and day-to-day client contact, ensuring timely and high-quality launches
• Use a consultative approach to identify customer pain points, goals, and optimal platform configurations
• Create and manage implementation plans, including onboarding, training, integrations, and launch milestones
• Lead integration and configuration discussions with technical support as needed
• Identify opportunities for automation, engagement, and post-launch optimization using customer metrics
• Partner with training and Customer Success teams to drive adoption and ensure a smooth transition
• Drive proactive communication with customers and internal stakeholders
• Gather and translate customer feedback into product and enhancement recommendations
• Leverage competitive insights and best practices to improve client outcomes and grow the business

Strategy and Implementation Manager

• Implementation Project lead for planning, design, communication, and execution of scoped requirements
• Creation and utilization of customer project plans, risk identification and remediation planning
• Responsible for internal and external program documentation
• Effectively hosts project calls & discovery workshops with onboarding clients
• Develop and execute strategies to achieve workable customer solutions in line with company goals and scope requirements
• Ensure KPIs (Key Performance Indicators) are on target and effectively communicated to all levels of the organization
• Management of internal and external project expectations and communication
• Organization of customization scoping, documentation, tracking, and invoicing (as applicable)
• Ensures testing of application functionality alongside the Technical Implementation Specialist
• Successful team coordination of initial customer implementation and ongoing platform upgrades
• Manage a team of technical specialists responsible for platform build and project plan execution
• Responsible for overall project quality control throughout development, maintaining brightfin delivery standards
• Establish and maintain strong business relationships with internal and external teams
• Coordinates training and lifecycle transition stages internally and externally
• Identifies business value provided by the contracted solution; understands the business objectives of customers at various stages of the relationship to align services with those objectives
• Capture system or process enhancement opportunities; document and communicate enhancements to appropriate internal stakeholders for work/cost estimations.
• Maintains up to date brightfin application technical knowledge and industry best practices
• Ensures tools are in place for optimal operational efficiency based on brightfin initiatives.

Implementation Manager

• Define and execute the strategy for Tithely’s customer community, including engagement goals, customer value, and long-term growth.
• Own and manage the community platform and related communication tools.
• Develop and implement programs that increase customer participation, engagement, and advocacy within the community.
• Lead customer-facing communications during critical incidents such as outages, bugs, maintenance windows, and other high-impact events.
• Create and manage lifecycle messaging strategies that keep customers informed without over-communicating.
• Establish consistent messaging standards, tone, and communication cadences across customer touchpoints.
• Own and scale Tithely’s Voice of Customer program, transforming customer feedback into actionable business insights.
• Aggregate and analyze feedback from support tickets, surveys, NPS responses, community discussions, and direct customer interactions.
• Build reporting frameworks that surface trends across customer segments, products, and lifecycle stages.
• Partner cross-functionally with Product, Sales, Support, and Leadership to distribute VOC insights and influence decision-making.
• Track and communicate how customer feedback is acted upon to reinforce customer trust and engagement.
• Map and optimize the end-to-end customer journey, identifying opportunities to reduce friction and improve the customer experience.
• Partner with cross-functional teams to ensure customer experiences align with intended processes and company standards.
• Identify key moments that drive customer satisfaction, retention, and long-term loyalty.

Customer Engagement Manager

• Ensure that cases and information requests are delivered on time and that SLA's (Service Level Agreements) are met
• Perform case research and analysis for internal and external customers
• Monitor, enter, update, and close Service Center tickets
• Facilitate and participate in client specific cross training of partner CSRs
• Prepare, analyze, and determine trends for monthly account reviews
• Escalate issues/questions to the next appropriate level
• Respond appropriately to all client concerns and inquiries
• Work on client projects, research, and deliverables
• Work closely with Operations, IT and Finance to resolve client issues
• Participate in weekly, monthly and/or quarterly calls with the client producing detailed notes and action items from the calls
• Communicate case, compliance, and program updates and notifications to clients
• Produce Salesforce tickets
• Work to build a partnership between Cisive and the client

License Manager, Client Success Representative

• Provide premium client support through account management, denied claim recovery, and complex claims investigations to assigned clients
• Build and manage ongoing professional relationships with clients and stakeholders
• Ensure we maintain relationships at multiple levels within the client
• Provide insights to help drive consistent account placements from assigned clients
• Identify cross-selling opportunities for other Aspirion service and coordinate efforts with assigned sales executive
• Organize training for clients by assessing their needs and communicating with both client and Aspirion departments
• Communicate with clients to resolve escalated processing/protocol issues
• Conduct monthly operational reviews and quarterly business reviews with clients, on site if client preference
• Handle client complaints, provide appropriate solutions and alternatives within appropriate time limits; follow up to ensure resolution
• Communicate with internal departments to assist in resolving client issues, tracking the interactions using the internal systems provided
• Provide regular updates to clients regarding Aspirion’s contribution to their revenue
• Analyze trends and report on key performance indicators
• Identify and assess client needs to exceed expectations
• Interact with staff at all levels, sometimes under pressure; remain flexible, proactive, resourceful, and efficient, with a high level of professionalism and confidentiality
• Maintain HIPAA certification and compliance
• Provides client with feedback of systemic account issues
• Draft and send client visit memo to client detailing issues discussed and resolved during visits
• Include Aspirion success stories in memo
• Ensures any account projects are being worked in a timely fashion (e.g., provider relations spreadsheets, billing projects, etc.)
• Creates process for obtaining information and resolving issues with clients
• Create Processes and Protocols document for Aspirion Team to follow and review
• Requests system access credentials and assist with system access issues
• All other duties as assigned to maintain company standards and client protocols
• Performs other related duties as assigned

Client Success Manager

• Redesign the Onboarding Model (Primary Focus)
• Lead & Evolve the Implementation Team
• Build a Scalable Enablement Engine
• Create Training Content That Replaces Live Training
• Leverage AI & Automation
• Optimize for Efficiency & Outcomes
• Cross-Functional Partnership

Customer Enablement & Implementation Manager

• Lead, manage and develop a high-performing team, fostering a culture of customer-centricity, accountability, and continuous improvement while remaining actively engaged in execution
• Own customer optimization including the implementation of new workflows, guiding teams through workflow discovery, solution design, and change management, and stepping in directly to ensure successful delivery and measurable impact at go-live
• Drive a strong focus on customer outcomes, product adoption, and overall experience, aligning team efforts to achieve departmental and organizational goals
• Partner with customers to prioritize, design, and optimize workflows, balancing strategic oversight with hands-on involvement to improve both new and existing processes
• Build and maintain trusted relationships with customer stakeholders, serving as a product subject matter expert internally and externally and ensuring long-term success and ROI
• Monitor product usage and performance data, proactively engaging customers and teams to deepen adoption, validate outcomes, and address gaps in real time
• Design, scale, and execute training and enablement programs for both customers and internal teams, ensuring consistent adoption of product features and evolving workflows
• Establish and continuously improve scalable implementation, training, and support processes, including documentation and collateral, to drive consistency and efficiency
• Ensure customer success excellence by enforcing best practices, clarifying complex issues, and coordinating cross-functional resources to accelerate resolution
• Own account program plans, driving prioritization, alignment, and accountability while actively removing barriers to keep initiatives on track
• Lead and deliver regular business reviews with customer champions and executive stakeholders, highlighting value, tracking progress against success metrics, and identifying opportunities to expand impact
• Act as a cross-functional leader by translating customer insights into action—partnering with Product to refine the iQueue for Inpatient Flow suite and collaborating with Marketing to build scalable case study programs
• Champion customer feedback loops and community engagement, helping to influence roadmap decisions, elevate best practices, and share customer success at scale

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