Customer Success Manager

• Own a Book of Business: Serve as the trusted advisor for your portfolio of high touch accounts.
• Drive Seamless Onboarding: Partner closely with Sales and project management teams to onboard new customers.
• Lead Strategic Conversations: Conduct Quarterly Business Reviews (QBRs) with customers.
• Maximize Retention & Growth: Monitor health signals to drive retention, upsell, and advocacy within your accounts.
• Manage Escalations with Care: Respond to client issues and maintain trust.
• Track Product Engagement: Monitor adoption trends and user behavior.
• Deliver Exceptional Service: Turn satisfied customers into loyal advocates.
• Build Industry Expertise: Continuously grow your understanding of industry verticals.
• Create & Share Best Practices: Develop and maintain playbooks for different industries.
• Strengthen Customer Networks: Engage champions across your customer base.

• Develop and maintain strong, long-lasting relationships with a portfolio of key clients, ensuring satisfaction, loyalty, and account retention.
• Act as a trusted advisor to clients, providing strategic insights to guide business decisions, product development, and service improvements.
• Monitor industry trends, competitor activity, and market changes to proactively anticipate client needs and recommend tailored solutions.
• Proactively manage account health by assessing satisfaction, resolving issues quickly, and optimizing the overall customer experience
• Serve as the primary point of contact for assigned accounts, maintaining regular and responsive communication via email, phone, and virtual meetings.
• Ensure accurate and thorough record-keeping in the CRM to support reliable reporting and transparent customer interactions.
• Collaborate closely with Sales, Product, and Technical teams to resolve escalations and deliver seamless customer support.
• Lead customer onboarding, conduct training sessions, and create resources to help clients maximize the value of our products and services.
• Identify and leverage upsell and cross-sell opportunities to drive account growth and revenue.
• Prepare and present clear reports on account status, product usage, and actionable recommendations for clients and internal stakeholders.
• Manage escalations efficiently in line with company SLAs, maintaining client trust and satisfaction.

Customer Success Manager – CSM

• Maximize retention and identify growth opportunities with your account portfolio
• Manage the overall post-sales account success (technical, commercial) with the support of the Boomi teams (Product, Services, Support)
• Understanding of customer requirements and drive internally (enhancements, fixes) to accelerate and remove barriers to customer adoption and growth
• Identify opportunities for expansion associated with their adoption of the Boomi product portfolio and collaborate with internal stakeholders (account, product teams)
• Partner with our subscription sales makers during the sales cycle on the value of the Boomi Professional Services as part of the Success Assurance program

• Own a portfolio of high-potential creators - be their go-to partner as they launch and grow their mobile apps
• Design onboarding flows that turn early excitement into real traction (and revenue!)
• Track creator health using NRR, engagement metrics, and behavior signals - and act fast when things shift
• Get ahead of churn by proactively spotting friction and guiding creators through roadblocks
• Collaborate with Product and Marketing to bring the voice of the customer into everything we build
• Optimize lifecycle playbooks and test ways to improve customer success KPIs (NPS, LTV, renewals)

Customer Success Manager – Global Remote, SaaS

• You’ll manage ±45 premium creators - primarily US-based (so yes, EST/PST is part of your rhythm).
• Guiding a creator through refining their offer and pricing
• Reviewing funnel strategy before a launch
• Spotting early churn signals in your portfolio
• Documenting progress and revenue milestones
• Jumping on a momentum call where you challenge thinking (with care and clarity)
• Ensuring creators are leveraging new product features
• Running structured business review sessions
• Executing and refining lifecycle playbooks
• Monitoring NRR, engagement signals, and health scores
• Identifying upsell opportunities naturally through strategy
• Sharing creator feedback with Product & Marketing
• Collaborating cross-functionally on retention OKRs

Creator Success Manager – Business & Monetisation

• Act as the first point of contact for customers for ongoing business, operational, and application-related needs.
• Build and maintain trusted relationships with customer stakeholders at operational, technical, and leadership levels.
• Understand customer objectives, success criteria, and operational context.
• Lead regular customer engagements, including monthly touchpoints and periodic business reviews.
• Own customer health, satisfaction, and retention outcomes for assigned accounts.
• Monitor usage, adoption, and engagement trends to ensure sustained value realization.
• Proactively identify adoption risks and coordinate mitigation plans with internal teams.
• Support renewals by ensuring strong relationships, active usage, and customer satisfaction.
• Lead or contribute to new customer implementations, including ownership of smaller‑scale implementations.
• Manage implementation activities by adhering to agreed timelines and ensuring successful customer adoption.
• Coordinate deployment, integration, and configuration of Pelesys products with CAE internal teams.
• Support customers with data migration and system migration activities.
• Support customer training to ensure successful onboarding and ongoing product usage.
• Provide customers with system and application roadmaps, aligning product capabilities with customer needs.
• Gather and translate application, integration, and workflow requirements, including integrations with other CAE systems.
• Serve as the voice of the customer to Product, Engineering, Support, and Professional Services teams.
• Communicate product updates, enhancements, and platform changes clearly to customers.
• Own the escalation of high‑impact and critical issues, in addition to standard ticket management (e.g., Jira).
• Coordinate cross‑functional response during escalations to ensure timely resolution.
• Track actions, dependencies, and outcomes related to escalated issues.
• Support contract requirements, including understanding commercial terms and operational implications.
• Prepare and support Pay‑per‑Use invoicing in collaboration with Finance and internal stakeholders.
• Identify potential upsell and expansion opportunities based on customer maturity and usage.
• Partner with Business Development and Sales teams by providing customer context and success insights.
• Lead or coordinate training initiatives to improve adoption and customer proficiency.
• Conduct discovery sessions to identify optimal solutions, workflows, and configurations.
• Deliver product demonstrations and capability presentations (or demonstrate aptitude to become proficient).
• Support customer engagement activities such as user groups, beta programs, advisory boards, trade shows, and conferences.
• Maintain accurate customer documentation, risks, action plans, and engagement records in CRM and internal systems.
• Track commitments, follow‑ups, customer dependencies, and key outcomes.
• Record meeting minutes and action items and ensure appropriate follow‑through.
• Contribute to customer success playbooks, standards, and continuous improvement initiatives.
• Perform other related duties as required.

Customer Success Lead

• Serve as the Solution Lead and technical SME for Microsoft Dynamics 365 CRM across North America
• Lead end-to-end CRM delivery work with internal IT teams and external implementation consultants, from discovery through go-live and stabilization
• Manage project delivery activities to keep implementation work on schedule, on budget, and aligned to scope
• Build and maintain strong relationships with business and IT stakeholders to align priorities and drive decisions
• Define and document business requirements, process flows, and future-state design for sales operations, planning, and customer engagement
• Apply functional and technical knowledge to guide solution architecture, including customization, data model decisions, and data migration strategies
• Support testing strategy and execution, including unit testing, integration testing, and UAT planning and coordination
• Develop core enablement artifacts such as training materials, process documentation, and user training support
• Drive strong governance practices to ensure solution quality, scalability, and alignment to business needs
• Provide ongoing operational support for Dynamics 365 CRM, including intake and prioritization of enhancements and issues

Dynamics 365 CRM Lead

• Support executive presentations and planning sessions for the global customer success organization
• Synthesize input from team leaders to establish priorities and prepare materials for leadership reviews
• Support executive escalations and risk management actions
• Provide structure and coordination for high-priority projects (GTM, Post-Acquisition Integration, organizational transformation)
• Drive process improvements to enhance sales efficiency and revenue realization
• Coordinate cross-functional alignment (Sales, PSO, Marketing, Product) and cross-BU sales initiatives
• Monitor key risk drivers and manage at-risk customer governance and reporting
• Lead risk mitigation forums and develop remediation action plans
• Drive process improvements to address root causes of churn risk

Senior Strategy Manager – Global Customer Success

• Leading, coaching, and developing the team — setting a high bar for quality, guiding day-to-day work, and helping people do the best work of their careers.
• Creating and managing automations & campaigns that guide customers through every stage of the journey, with a strong focus on increasing retention, loyalty, reorder rate, and customer lifetime value.
• Improving how we personalize communications across email, SMS, push, and other owned channels so every touchpoint feels relevant, timely, and effective.
• Using data and customer insights to build comprehensive segmentation to make sure the right message reaches the right audience at the right time.
• Building, optimizing, and scaling customer journeys in platforms like SFMC, Klaviyo or Braze, while continuously improving performance through testing and iteration.
• Overseeing marketing automation performance while helping build and expand other owned channels such as SMS and push notifications.
• Overseeing email design and messaging best practices.

CRM Marketing Manager

• Own and Run the Value Exchange Model
• Act on adoption and activation alerts (e.g., Chat with Patients not enabled, low confirmation rates) and execute the matching playbook.
• Account reviews. Host structured reviews when triggered by underperformance signals such as low confirmation rates or dormant feature usage.
• Deliver Customer Satisfaction Reviews calls. Run Customer Satisfaction Review calls that tie measurable results back to the outcomes the clinic wants from Intiveo, and partner with them to deliver against their agreed priorities.
• Drive expansion. Post-CSR, either book a demo for Forms, Referral Management, Social Reviews, or VOIP, or secure a testimonial or Google review.
• Deliver Intiveo Advocates. Drive advocates for referrals, testimonials or case studies.
• Renewals. Own the end-to-end renewal motion across your book — from early risk signals through renewal terms close for every account, whether a single clinic, a multi-location operator, or a group.
• Partner with Onboarding. Work hand-in-hand with Onboarding team — routing existing accounts back into onboarding when the Value Exchange Model triggers a new feature deployment, and receiving new customers off onboarding with a clear path to first value.
• Own the response to inbound customer leads sourced by Marketing — triaging, qualifying, and converting them into demos, upsells, or renewal conversations across your book.

• Serve as the primary point of contact for assigned customers, ensuring they feel supported, heard, and successful
• Build strong partnerships with customers to understand their business challenges and objectives, and translate them into tailored success strategies
• Lead onboarding and implementation sessions, ensuring a smooth transition and rapid adoption of our software
• Proactively plan, schedule, and lead structured customer business reviews on a monthly, quarterly, bi yearly, and yearly basis to assess outcomes, align on goals, and demonstrate value
• Monitor customer health, usage, and engagement trends to identify expansion opportunities and mitigate risks early
• Deliver ongoing training, best practices, and enablement resources to maximize customer outcomes
• Act as a strong customer advocate internally by sharing feedback, insights, and use cases with sales, product, and engineering teams
• Drive customer advocacy initiatives, including identifying and nurturing opportunities for case studies, testimonials, and references, recognizing that earning customer advocacy requires thoughtful relationship building
• Use data driven insights to clearly articulate ROI and business impact to customer stakeholders

• Align FCRM's oversight program to support development and implementation of compliance management program
• Provide leadership and expertise in compliance to OSFI guideline E13
• Review various Enterprise Regulatory Compliance Management Frameworks
• Contribute to the development of a new compliance risk assessment methodology
• Oversee the development of FCRM specific policies and procedures
• Develop communication and training for FCRM colleagues
• Oversee migration and mapping of relevant laws into TD's common data repository
• Provide strategic direction on FCRM program activities
• Ensure optimal use of resources and leverage TD’s operating model
• Mentor direct reports and minimize operational and regulatory risk

Senior Manager, FCRM RCM

• Build and maintain trusted advisor relationships with clients at all organizational levels, to drive long-term loyalty and partnership
• Conduct ongoing business reviews that measure client success and develop strategic plans to achieve client goals, including engagement optimization and solution performance monitoring
• Drive client engagement with TELUS Health EFAP and well-being solutions through innovative communication programs focused on user adoption and sustained usage
• Facilitate strategy sessions and solution optimization workshops to help clients maximize the value of their investment and identify expansion opportunities
• Collaborate with internal teams to gather client feedback, resolve issues, and advocate for product and operational improvements that enhance the overall customer experience
• Connect clients to the broader TELUS Health community through events, peer networking, and best practice sharing to amplify their success and build advocacy
• Manage the renewal process, coordinate contracting for additional services, and identify expansion opportunities to drive revenue growth

• Manage client onboarding, ensuring clients are fully supported to implement VALD systems successfully.
• Build strong relationships with clients through online methods and occasionally face-to-face.
• Identify client support needs and opportunities for growth.
• Online client presentations using Microsoft Teams.
• Regular activity tracking and reporting, using SaaS applications – HubSpot, Microsoft Suite, Email.
• Manage multiple assignments and support requests simultaneously while working independently or with other team members.

Client Success Manager

• Lead enterprise partner onboarding from sales handoff through launch, coordinating timelines, technical integrations, and stakeholder alignment to drive fast time-to-value.
• Own the full stakeholder relationship across operational, commercial, and executive levels, maintaining strategic account plans that reflect current partner goals and long-term engagement strategy.
• Monitor account health proactively, identify churn risks early, and lead recovery strategies before they escalate.
• Analyze partner performance independently; traffic trends, revenue, conversion benchmarks and deliver business reviews with clear insights and actionable recommendations.
• Identify and convert upsell, cross-sell, and expansion opportunities through ongoing performance analysis and a deep understanding of the partner's business.
• Own the expansion pipeline end-to-end, maintaining forecast accuracy and developing the commercial fluency to drive base growth.
• Lead rate and commission conversations, contract renewals, and escalation handling with confidence and grounded in data.
• Collaborate cross-functionally with Sales, RevOps, Data, Product and GTM teams to unblock partners, accelerate integrations, and move strategic initiatives forward.
• Synthesize partner feedback into structured product input, contributing to roadmap prioritization through a consistent voice-of-partner loop.
• Mentor junior team members and take ownership of internal playbooks, processes, and feedback loops that raise the standard of the broader team.

Partner Success Executive

• Manage the health and success of over 300 accounts across one or more Euna product lines
• Monitor customer health signals at scale using Totango and Salesforce to identify risk, engagement trends, and expansion opportunities
• Triage and prioritize accounts based on health scores, renewal timelines, and product usage data
• Design and execute multi-touch outreach campaigns targeting customer segments by product, lifecycle stage, or health status
• Contribute to customer newsletters, product update communications, and event invitations
• Track engagement metrics and iterate on messaging to improve open rates, response rates, and conversion
• Support customers in achieving product adoption milestones and value realization goals
• Identify upsell and cross-sell signals and surface qualified opportunities to the Sales team
• Serve as the first line of awareness for customer issues surfaced through digital channels
• Track escalation status and ensure timely resolution, following up with customers to close the loop
• Maintain clean, complete, and reliable customer data in Totango and Salesforce

Customer Success Manager, Grants

• Project-manage onboarding end-to-end: ERP integration coordination, buyer training, supplier onboarding waves
• Set deployment KPIs at kickoff (PO volume, active suppliers, active buyers) and track weekly to steady-state
• Coordinate across support, product, and engineering to unblock issues proactively
• Understand each customer’s procurement operation from the inside
• Redesign workflows, not just train on features
• Drive stakeholder alignment at multiple levels
• Conduct onsite visits to build trust, observe reality firsthand, and accelerate adoption
• Run data-driven Business Reviews with quantified ROI narratives
• Generate custom reports, run diagnostic workflows, and troubleshoot operational issues to root cause
• Monitor health signals and intervene before risk escalates
• Own renewals with structured intervention
• Identify expansion signals, build the business case, and bring in Sales at the right moment

• Own, drive, and manage the end-to-end customer relationship, ensuring customer satisfaction, renewal, and expansion.
• Build and maintain strong, long-term relationships with customers by understanding their needs and aligning our solutions to meet their goals.
• Identify any potential risks associated to customer health and retention and communicate through regular pulse updates.
• Attend on-site customer meetings and relevant industry events
• Serve as the voice of the customer, providing feedback to internal teams to improve products, services, and processes.
• Monitor customer health metrics and reach out proactively to ensure customers stay engaged and successful.
• Collaborate with support and technical teams to address and resolve customer issues promptly.
• Support in renewal conversations, forecasting and communicating clear next steps to secure timely contract renewals.
• Identify new opportunities for growth and expansion.
• Assist with various special projects to support the Customer Success organization.

Customer Success Manager – Gestionnaire du succès client

• Own the customer journey end-to-end — from onboarding and adoption through renewal
• Act as the primary point of accountability for retention, identifying expansion opportunity, and long-term customer value
• Establish yourself as a trusted advisor throughout the customer journey from adoption to renewal hosting meetings, business reviews and managing risk mitigation
• Drive feature adoption by building a shared Success Plan with your customers, providing strategic guidance, enablement, and day-to-day advice to help them hit their company objectives with Fable
• Proactively analyze customer usage and engagement to identify risks and expansion opportunities to actively grow your book of business and reduce churn risk
• Own the renewal process end-to-end for your portfolio, preparing and managing commercial documentation including renewal proposals and order forms
• Coordinate with Legal, Security, Finance, and Sales to support contract and procurement processes
• Build strong, multi-threaded relationships across customer organizations
• Drive customer advocacy and identify opportunities for references and case studies
• Partner with Platform Support and Innovation teams to ensure seamless customer experiences

Enterprise Customer Success Manager

• Provide clients with detailed product and service information
• Independently resolve product and service problems to achieve complete customer satisfaction through phone, email and live chat
• Manage a client group to address retention
• Communicate technical, high-level customer service issues to the development and leadership team and works in collaboration to resolve these issues
• Work in partnership with software development to analyze system techniques and procedures, provide feedback to developers, including consulting with end users to determine hardware, software, or system function needs
• Serve as the primary point of contact for assigned hospitality clients using WebRezPro
• Identify churn risk signals and proactively work with clients to stabilize and optimize system usage
• Independently troubleshoot and resolve PMS issues related to reservations, rates, availability, folios, payments, and reporting
• Guide hotel staff on best practices for front desk, reservations, housekeeping, and night audit workflows
• Conduct live and recorded training sessions tailored to hotel and lodging operations
• Support and coordinate integrations with third-party hospitality systems such as OTAs and channel managers
• Partner with Product and Software Development teams to escalate bugs and test fixes
• Translate customer feedback from hoteliers into actionable product insights
• Maintain clear written and video documentation specific to hospitality use cases
• Track and document client interactions, feature requests, and support trends
• Independently provides support to clients by making decisions regarding the best course of action for both the client and the company
• Acts as consultant with clients on operational guidance and provides advice based on direct experience and/or experience with other clients
• Communicates new release features to production
• Manages communication for customer account needs
• Independently works to resolve customer complaints/problems

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