Customer Success Manager

• Lead, coach, and develop a team of client specialists
• Set clear expectations and drive accountability through observations and performance management
• Build a culture of motivation, empowerment, and continuous improvement
• Champion an excellent client experience across every team interaction
• Take ownership of client issues and drive strategic, complete resolutions
• Build client loyalty and retention throughout the program lifecycle
• Develop and implement service procedures that improve the client experience and drive revenue
• Deliver and exceed performance goals and key metrics
• Analyze data and evaluate results to build action plans for improvement or sustained performance
• Prepare and present biweekly team performance decks and participate in monthly and quarterly business reviews
• Monitor schedules, resources, and operational priorities to maintain quality and efficiency
• Drive change and adaptability within the team with clarity and enthusiasm
• Implement strategic processes that improve service quality and support company priorities
• Collaborate with internal and external stakeholders at the director level and above

Client Success Manager

• Be the primary account manager to Paradox clients around the globe, helping them achieve their strategic business goals with our AI-powered solutions and continuously wowing them with our delightfully simple, feels-like-magic software
• Collaborate closely with clients to understand their business goals and align our AI-powered solutions to help achieve those objectives
• Deliver exceptional service throughout the client journey, including training and onboarding, ongoing product support and troubleshooting, and strategic account management
• Provide troubleshooting and product support to quickly resolve any open issues identified
• Proactively monitor clients’ success and adoption and continuously seek new insights into their evolving goals, challenges, and pain points
• Provide deep product expertise and serve as the subject matter expert for platform use and support
• Work collaboratively with globally dispersed teams and clients to drive ongoing product innovations and deliver new solutions for clients
• Provide additional implementation support, as needed
• Develop and nurture relationships with clients and users within client organizations
• May lead working teams to support client onboarding, training, and ongoing support
• Develop relationships with clients and users within the organizations to seamlessly manage renewal and expansion opportunities
• May provide functional and technical mentorship to junior Client Success team members

• Oversee the integrity, structure, and optimization of donor data within Virtuous to ensure accurate and reliable reporting.
• Partner with the Director of Development Operations to establish, document, and enforce data standards, governance policies, and workflows.
• Support the Director of Development Operations and Philanthropy teams in developing data-informed strategies to improve donor retention, acquisition, and lifetime value.
• Develop and maintain reports, queries, dashboards, and segmentation logic to support fundraising campaigns and donor services.
• Design and implement automation workflows within Virtuous to improve operational efficiency and enhance donor journeys.
• Analyze donor data to generate actionable insights related to donor retention, acquisition, forecasting, and overall fundraising performance.
• Build and maintain Power BI dashboards that provide leadership and fundraising teams with visibility into key performance indicators, fundraising performance, and donor trends.
• Write and optimize SQL queries and support data structures, reporting environments, and ETL processes to ensure accurate and reliable data movement.
• Manage third-party data integrations and imports, ensuring data quality, consistency, and alignment with organizational data standards.
• Serve as a training and support resource for staff using Virtuous to improve adoption, data accuracy, and effective system use.

CRM Manager

• Serve as the primary strategic partner and advocate for enterprise healthcare clients.
• Drive account retention, ensuring customer satisfaction, and fostering trust-based relationships.
• Build and maintain executive-level relationships with key stakeholders.
• Execute customer success plans for each account that aligns with customer goals and measurable KPIs.
• Monitor and analyze client health scores, product utilization metrics, and satisfaction indicators.
• Serve as the first point of escalation for customer questions, concerns, and complaints.
• Accurately log all customer-reported issues, incidents, and service disruptions in CRM and project management software.
• Capture, document, and advocate for customer-requested system enhancements and feature improvements.
• Facilitate regularly scheduled cadence calls and meetings with assigned accounts.
• Travel to customer sites as needed to strengthen relationships and conduct workflow assessments.

Enterprise Customer Success Lead

• Own the overall program timeline end-to-end, coordinating with EPD and the Sprint Planner to keep delivery on track
• Gather and document partner requirements into clear deliverables that EPD can execute on; hand off solutioning when technical decisions arise
• Serve as the primary day-to-day partner contact during implementation; transition relationship continuity to the CSM at launch
• Track and communicate project health proactively — flag delays, blockers, and scope risks early and drive resolution
• Craft clear, well-written deliverables including meeting agendas, minutes, and business reviews for internal and external stakeholders
• Maintain a tight feedback loop with the assigned CSM and accurate records in Sure's CRM (Attio)

• Serve as the primary point of contact for partner and merchant inquiries, delivering timely and professional support via email and phone
• Build trusted relationships through responsive, professional, and solution-oriented communication
• Respond to and resolve inbound partner and merchant support requests
• Triage, document, and escalate issues to internal teams as needed
• Maintain SLAs and ensure timely follow-up on all open cases
• Track, prioritize, and manage assigned tickets through resolution
• Maintain accurate customer records, account updates, and support documentation
• Contribute to and improve the external knowledge base and communication library
• Identify recurring issues and partner with internal teams to drive long-term solutions
• Document processes, troubleshooting steps, and best practices to improve team efficiency
• Partner closely with Client Success Managers to ensure seamless handoffs and shared context
• Collaborate with Engineering and Technical Support to investigate and resolve complex issues
• Work cross-functionally with Onboarding, Risk, Compliance, and Operations to support customer needs
• Surface customer feedback, trends, and product issues to help improve the overall client experience

Client Success Associate

• Hire, coach, and mentor a high-performing team of Client Success Managers
• Drive strategies that improve client satisfaction, retention, and expansion
• Streamline processes, tools, and workflows to enable delivery of client outcomes
• Provide onboarding and ongoing development opportunities for CSMs
• Leverage NPS, CSAT, GRR, and other metrics to identify trends
• Partner with cross-functional teams to ensure integrated client strategies
• Guide the team through organizational or process changes
• Partner with CSMs to drive renewal and upsell strategies

Senior Manager, Client Success

• Responsible for the overall satisfaction and coordination of services for clients
• Position new services and solutions for client consideration
• Serve as the main Point of Contact for operational matters

• Serve as the primary RCM strategic partner for assigned markets and physician groups
• Monitor and analyze key performance indicators including charge lag, denial rates, AR aging, AR >90 days, and net collection rate
• Lead monthly and quarterly revenue cycle reviews with market leadership and providers
• Identify root causes of revenue leakage and assist in developing corrective action plans
• Drive reduction in controllable denials through payer-specific analysis and operational collaboration
• Partner with cross-functionally with key revenue cycle stakeholders to proactively identify and resolve issues impacting revenue integrity and reimbursement performance.
• Support new market onboarding and RCM ASA integrations
• Escalate systemic issues to executive leadership with proposed solutions
• Participate in cross-functional revenue cycle initiatives and performance improvement projects

RCM Success Manager

• Configure and maintain Dynamics 365 Sales, including forms, fields, views, dashboards, business rules, calculated fields, and basic process automation.
• Support CRM data quality through duplicate detection, record merging, field cleanup, ownership correction, bulk updates, and hygiene reporting.
• Assist with account, contact, opportunity, quote, lead, activity, and project-related CRM processes.
• Support CRM training by preparing walkthroughs, process documentation, and training materials including within our digital adoption platform.
• Provide day-to-day CRM support for users, including troubleshooting, process questions, and adoption support.
• Coordinate with internal IT and external CRM vendors to execute enhancements, resolve issues, and validate completed work.
• Perform testing for configuration changes, vendor deliverables, bug fixes, and new functionality before release.
• Maintain documentation for CRM processes, field definitions, configuration changes, and release notes.
• Help manage CRM backlog items, priorities, timelines, and follow-ups.
• Identify opportunities to simplify CRM workflows, improve user experience, and reduce manual work.

Dynamics CRM Administrator

• 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

Senior Customer Success Manager

• Act as the primary point of contact for a portfolio of 10-20 enterprise-level clients, helping them 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 onboarding, 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.).

Enterprise Customer Success Manager

• Serve as the primary virtual point of contact for assigned accounts
• Build and maintain strong customer relationships through phone, email, text, and virtual engagement
• Process customer orders accurately and efficiently while resolving order-related issues
• Proactively communicate promotions, new product launches, education opportunities, and business initiatives
• Support customer awareness and engagement around company programs, offers, and resources
• Partner closely with field sales teams and leadership to ensure continuity of customer support
• Respond to customer inquiries related to products, pricing, inventory availability, and account needs
• Support customers through service recovery situations and escalate issues appropriately when needed
• Maintain accurate customer records and engagement activity within Salesforce
• Monitor account trends and identify customer risks, concerns, or support opportunities

Customer Success Partner

• Serve as the cultural ambassador for service excellence within the pod
• Provide leadership and guidance to pod members through routines and coaching
• Maintain and evolve pod-level routines, ensuring consistency and efficiency
• Identify opportunities to enhance client experience through innovative solutions
• Act as the primary point of contact for complex cases and escalations
• Utilize and maintain a client-level performance dashboard
• Coordinate and host regular meetings with individual offices
• Partner with other Client Experience Managers for consistency
• Solicit feedback from clients and internal partners

AVP, Client Experience Manager

• 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

• Managing a portfolio of merchants and serving as the primary owner of the post-launch customer experience
• Driving ongoing engagement through check-ins, performance reviews, and proactive outreach
• Monitoring account health, identifying churn risks early, and building action plans to address them
• Coordinating with internal teams (Support, Product, Operations, Sales) to resolve issues and unblock merchant progress
• Ensuring merchants are fully utilizing our suite of products, including Online Ordering, mobile apps, loyalty, and CRM tools
• Managing escalations and high-risk situations with a solutions-oriented mindset
• Tracking action items and ensuring consistent follow-through so nothing falls through the cracks
• Gathering and synthesizing merchant feedback to inform product improvements and operational processes
• Defining and building the foundation of the Customer Success function, including playbooks, processes, and account health frameworks

• Serve as the primary day-to-day guide for clients on all Sequoia-related topics, including benefits, systems, and HRIS.
• Educate clients on Sequoia’s programs and tools to help them maximize their offerings.
• Drive adoption of Sequoia’s Compensation Operating System (Comp OS) through seamless platform configuration and ongoing support.
• Provide consulting, training, and project management to ensure client success and engagement.
• Proactively identify and resolve issues to deliver an exceptional client experience.
• Act as a trusted advisor in a client-facing role, fostering strong relationships and satisfaction.
• Collaborate within a fast-paced, action-oriented, and results-driven team committed to industry leadership.

Platform Success Manager

• Aid company growth by nourishing, building, and growing relationships across a portfolio of clients
• Establish clear goals, milestones and metrics that you and the Customer will be working towards; periodically re-assessing and reviewing these with the Customer
• Understand and align with your clients business goals, most importantly using the Energage platform to help them in achieving those goals
• Work collaboratively with a variety of other departments, such as Onboarding and Support, Consulting Solutions, Partnerships, and Contracts to ensure ongoing customer satisfaction and retention
• Contribute to revenue generation through renewals and account expansion by identifying upselling opportunities for consulting services and cross-selling new products
• Completing regular checkpoints via phone and email, sending relevant marketing content, etc.

Customer Success Manager – Standard

• Lead, coach, and develop a hybrid team of CSMs through 1:1s, call reviews, deal/renewal reviews, and career development plans.
• Set clear expectations for customer engagement quality, documentation, and follow-through; reinforce accountability through measurable goals.
• Build team operating rhythms (standups, pipeline/portfolio reviews, enablement sessions) that support consistency in a hybrid environment.
• Drive consistent execution of the hybrid success motion (onboarding milestones, mid-contract health checks, and renewal planning paired with trigger-based outreach).
• Ensure each CSM maintains current success plans for priority accounts, including goals, adoption strategy, KPIs, and mutual action plans.
• Own renewal readiness across the team’s book of business: forecast outcomes, surface risks early, and coordinate renewal plays with Sales/Account Management.
• Guide escalation management for at-risk customers, ensuring crisp problem statements, internal alignment, and timely customer communication.
• Monitor customer health using product usage, support signals, and engagement data; translate insights into prioritized actions for the team.
• Maintain accurate forecasting for renewals and risk in CRM/CS tooling; ensure data hygiene, notes, and next steps are captured consistently.
• Report on team performance and customer outcomes to leadership (trends, risks, wins, and recommendations).
• Partner with Sales/Account Executives on account strategy, renewals, and expansion identification; ensure clean handoffs and aligned customer messaging.
• Collaborate with Support and Product to resolve recurring issues, influence roadmap with customer feedback, and improve self-service resources.
• Coordinate with Implementation/Professional Services to ensure customers achieve time-to-value and that onboarding is measurable and repeatable.

Manager, Customer Success

• Act as the designated point of contact for customers, building strong, enduring relationships throughout customer lifecycle.
• Achieve and/or exceed established revenue targets by retaining and renewing Cengage customers.
• Develop and implement tailored success plans that align with customer goals and increase product usage.
• Provide proactive training and guidance aligned with customer objectives, standard methodologies, and usage data.
• Advocate for customers during the resolution of high-severity issues, ensuring timely and effective outcomes.
• Conduct regular health checks to assess value realization and identify opportunities for growth.
• Analyze customer data to uncover risks, renewal challenges, and upsell opportunities.

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