Customer Success Manager

• Deliver timely execution of CRM campaigns aligned with US market strategies, taking full ownership of campaign quality and on-schedule deployment
• Own and manage customer journeys across key lifecycle stages including onboarding, retention, reactivation, and loyalty, ensuring each stage delivers measurable engagement outcomes
• Plan, set up, schedule, deploy and report on campaigns across Modals, In-App notifications, Push notifications, and Email
• Conduct A/B testing to measure campaign performance and contribute to optimisation efforts
• Analyse campaign performance data and deliver actionable recommendations that directly improve engagement and retention outcomes
• Brief and partner with copywriters and designers to deliver assets for customer communications, ensuring brand and quality standards are met
• Lead the end-to-end execution of generosity campaigns, from setup through to post-campaign analysis
• Work closely with the US Customer Engagement Manager and VP of Marketing to plan and execute customer engagement campaigns aligned to business priorities, collaborating with the broader US Marketing team on concepts and execution, and the global CRM team on best practices
• Proactively contribute performance insights and learnings to the global Customer Engagement team, driving improvements to efficiency and best practice across markets
• Identify and resolve inefficiencies or errors in campaign processes, recommending and implementing improvements to execution standards
• Leverage tools including Quick Suite, Amplitude, and Braze to identify trends, define segmentation and targeting strategies, and translate findings into concrete campaign improvements
• Ensure all CRM activities adhere to US gambling, data protection and privacy regulations.

Marketing Specialist, CRM/Lifecycle

• Enable Outcomes-Oriented Customer Engagement Function
• Partner with Customer Engagement teams to align analytics and test/learn agendas with strategic priorities for business and enterprise
• Translate business strategies into structured measurement approaches, including KPIs, success metrics, and hypotheses for experimentation
• Proactively identify opportunities to improve data-driven feedback loop for customer engagement function
• Support prioritization of customer engagement capabilities by grounding decisions in data, performance insights, and expected business impact
• Evaluate and Optimize Customer Engagement Strategy Performance
• Assess the performance and impact of engagement strategies, identifying and enabling opportunities for scaling high-value initiatives
• Perform deep dives into performance drivers, including adoption, engagement, friction points, and leakage across journeys
• Partner with product and engagement stakeholders to continuously refine experiences based on insights and testing outcomes
• Lead Segmentation, Behavioral, and Journey Analytics
• Create, operationalize, and evangelize frameworks for segmentation, behavioral, and journey analysis to identify areas of opportunity across the enterprise
• Develop and advance analytic solutions and approaches from one-time analyses to repeatable, scalable frameworks and data products
• Identify key drivers of customer satisfaction, engagement, and value perception across digital experiences
• Influence Decision-Making Through Insight and Storytelling
• Translate complex analytical findings into clear, compelling narratives that inform business strategy and enable sustained impact across enterprise
• Provide strategic input into prioritization, roadmap decisions, and investment tradeoffs
• Anticipate business questions and proactively develop insights to inform decision-making
• Enterprise Collaboration
• Work across enterprise to incorporate analytics products and insights into enterprise strategic priorities and business growth plans
• Serve as a key connector between analytics, customer engagement, and business stakeholders to ensure insights are actionable and adopted
• Support a coordinated approach to analytics across fragmented teams and capabilities

Senior Advisor – Business Analytics, Customer Engagement

• 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

• 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

• Build trusted relationships across all levels of customer organizations, from technical end users to business executives.
• Build, maintain, and execute strategic account plans for your customers.
• Lead strategic engagements such as 1:many customer enablement, executive business reviews, and new customer onboardings.
• Serve as the primary advisor across technical initiatives and strategic business outcomes.
• Identify and mitigate risks within your customer portfolio.
• Navigate the Chronosphere ecosystem to remove obstacles, drive adoption, and maximize customer value.
• Act as the voice of the customer to influence product development and customer success strategies.
• Drive adoption of Chronosphere’s platform and features, delivering measurable value and communicating ROI.
• Deliver strategic insights to help customers achieve their business goals.
• Contribute to the evolution of Chronosphere's Customer Success playbooks and best practices.

Customer Success Architect

• Own a portfolio of strategic customer accounts with accountability for gross retention, net retention, renewal readiness, customer health, and long-term expansion
• Manage to ARR retention targets by building account plans and driving proactive engagement strategies
• Run structured at-risk account playbooks for customers showing signs of churn
• Work with customers and Protegrity architects to develop and refine solution plans
• Help customers develop a roadmap for comprehensive data security across the enterprise
• Become the client advocate and a trusted advisor for the client for all their data security needs
• Develop productive relationships with stakeholders from CISO, CDO, and Head of Data/AI down to platform engineering
• Maintain knowledge of industry trends and technology developments
• Identify and promote the need for additional Professional Services
• Work with Support, Services, and Training to ensure smooth onboarding of new customers
• Review client requests with Technical Support or Product Management and take action as necessary
• Schedule regular reviews with clients to ensure best use of our products
• Develop, prepare, and nurture customers for advocacy

Principal Customer Success Manager

• Serve as the primary operational partner and strategist for the Customer Success and Solutions (CS) organization
• Take ownership of key initiatives from analysis, scoping, execution, optimization, monitoring, and beyond
• Collaborate with CS leadership and frontline managers to build trust in operational processes
• Build dashboards on key CS metrics (customer health, churn, expansions)
• Own CS operational initiatives end-to-end, turning strategy into executable plans
• Act as the primary liaison between CS and Business Systems, translating technical requirements into practical solutions

Customer Success Operations Lead

• Managing a specific block of clients and driving growth within the customer base
• Developing and maintaining long-term relationships by providing excellent customer service
• Negotiating/renewing existing client contracts
• Responsible for program governance and issuance of reports to clients
• Managing the renewal process with internal teams
• Act as a liaison with internal departments to resolve client issues

Customer Success Associate

• Serve as the face and voice of Highspot to customers in your portfolio and as “the buck stops with you” owner of those customer relationships internally at Highspot
• Deeply understand your customer’s needs, thoughtfully helping business leaders to find opportunities to expand value, our footprint and depth of engagement
• Manage relationships with solution owners (Enablement, Marketing, Ops, etc.) to drive product usage and engagement
• Multi-thread to any stakeholder you need to engage across Enablement, Sales, Marketing, Operations, Finance, IT, and others at all levels (ATL, OTL, and BTL) to accomplish your goals; in the event of key customer stakeholder turnover, you seek and build replacement relationships
• Collaborate with customers to develop a mutual value plan
• Analyze your portfolio, identify risks and opportunities, and prioritize for impact
• Collaborate with your Account Management partners in the event of renewal risk; project manage the plan to “get to green churn risk”
• You will be responsible for identifying expansion opportunities, which you will pass on to the Account Management team
• Partner internally with Deployment Consultants, Technical Account Managers, Support, and Professional Services to optimize customer implementations and resolve technical challenges
• Help customers realize the full value of the Highspot platform; the CSM should allow the Solution Owner and ATL to believe their company has achieved ROI from Highspot that they can quantify and explain
• Drive product adoption and ongoing usage of Highspot with a focus on making Highspot an essential platform for the customer while promoting customer satisfaction and advocacy
• Identify opportunities to sell add-on services in support of achieving customer goals
• Ensure execution of customer maturity and technical discussions via coordinating solutions internally across engineering, marketing, product, and support teams

• Drive Customer Value & Growth
• Ensure every customer experiences consistent, high-quality engagement throughout their lifecycle.
• Partner with Sales, Renewals, and Services leadership to drive adoption, retention, and expansion across the customer base.
• Model and coach a cohesive account team approach — ensuring CSMs, TAMs, Account Executives, and Renewal Managers operate as a unified team aligned on customer outcomes.
• Provide executive sponsorship for strategic accounts and serve as a trusted advisor to C-level customer stakeholders.
• Cultivate Deep Product Expertise
• Uphold one of the hallmarks of Highspot’s Customer Success team by developing and maintaining deep knowledge of our platform and its integrations within customer environments.
• Ensure the CSM organization is equipped to provide best practices, training, and guidance that maximize customer value and adoption.
• Champion product expertise as a differentiator, reinforcing credibility and trust with customers at every level.
• Foster a High-Performance Culture
• Lead with a people-first mindset — genuinely investing in the development, wellbeing, and career growth of every member of your team.
• Hire, coach, and develop top talent at every level of the CSM org, leading with high emotional intelligence and self-awareness.
• Set and uphold high performance and engagement standards, balancing accountability with empathy.
• Cultivate a culture that embodies Highspot’s guiding principles, especially “Enjoy the Ride.”
• Drive Commercial Impact & Retention
• Lead a team in owning and exceeding a dedicated customer retention target for your assigned strategic portfolio.
• Drive adoption of MEDDPICC sales methodology.
• Ensure your CSMs run proactive renewal validation — confirming stakeholder alignment, surfacing risk, and documenting customer value — in close partnership with their Renewal Managers.
• Maintain forecasting accuracy for renewals and expansion, providing reliable, data-driven insights to leadership.
• Drive your CSMs to surface and qualify expansion opportunities in partnership with Account Executives who own the commercial relationship, stepping in to support key deals as needed.
• Collaborate Cross-Functionally
• Partner with Product leadership to channel customer insights into product strategy and innovation.
• Work with Marketing and Sales to align on customer advocacy, referenceability, and expansion opportunities.
• Collaborate with Operations and Analytics to ensure data-driven decision-making across the CSM function.
• Lead & Scale the Organization
• Build and inspire a segment-focused Customer Success team that sets the standard for excellence across Enterprise and Strategic accounts.
• Implement scalable processes, tools, and metrics that drive efficiency, consistency, and predictable outcomes.
• Develop the leadership bench within the CSM org, ensuring succession planning and long-term organizational strength.

Director, Customer Success Management

• Drive an exceptional operational experience for clients
• Identify learner escalation trends and surface feedback
• Collaborate cross-functionally with internal teams
• Provide learner escalation support for clinical programming
• Analyze client and learner feedback for trends

Senior Client Success Specialist

• Support onboarding of new accounts, aligning goals, KPIs, and training needs.
• Assess clinic and patient workflows and recommend process improvements.
• Lead clinical experience projects aligned with Genomics roadmap priorities.
• Gather customer feedback and document areas needing workflow or system enhancements.
• Provide support for digital platform integrations and related technical processes.
• Maintain project plans and deliver consistent status updates.
• Collaborate with cross-functional teams to execute customer-focused initiatives.
• Train clinics on new processes and collect feedback for continuous improvement.
• Participate in strategic customer meetings and help identify expansion opportunities.
• Act as the voice of the customer to guide product and service enhancements.
• Provide best-practice guidance both virtually and on site; support NA Clinical Application Scientists.
• Support investigations of embryology-related customer complaints with Product Surveillance.

• Own value creation and drive adoption, retention, renewals, and expansions across a portfolio of hospitals and health systems for the Incredible Health Career Marketplace and Incredible Health Lyn.
• Serve as a strategic advisor from post-onboarding through renewal, including optimizing hiring funnels, rolling out new capabilities, refining processes, and aligning to system-level workforce goals.
• Lead executive engagement with regular executive business reviews, clear success plans, and decisive follow-through.
• Use AI daily, including building AI agents and workflow automations that accelerate reporting, insights, and client execution.
• Translate data into clear narratives and action plans that earn buy-in from clinical, human resources, and C-suite leaders.
• Navigate complex stakeholder landscapes across multiple sites and service lines, including setting shared goals, unblocking dependencies, and delivering timely outcomes.
• Partner cross-functionally to deliver a unified, high-quality client experience and capture voice-of-customer insights to inform roadmaps and service improvements.
• Operate with autonomy and creativity, communicating proactively and moving fast without sacrificing quality.

Enterprise Customer Success Manager – AI-native

Lifecycle Marketing Specialist, CRM Specialist

• Drives customer satisfaction, retention, and expansion with our current enterprise customers.
• Serves as a strategic advisor, ensuring they’re seeing measurable value, adopting new content and features, and growing with the platform.
• Partner cross-functionally to ensure the voice of the customer is heard across the company.
• Guiding new customers through their customer journey process efficiently.
• Communicating the benefits a customer gains from utilizing HTB and how HTB addresses a business challenge.
• Scheduling and conducting regular check-in meetings with customers.
• Maintaining accurate and up to date notes on customer health in internal tools (e.g. Hubspot, ChurnZero, etc).
• Examining usage data to pinpoint trends, opportunities and possible concerns, frequently employing analytics tools such as Tableau or Looker.
• Building and nurturing relationships of trust with Exec / senior stakeholders (e.g. buyer) and HTB power users / admins.
• Timely addressing of customer inquiries.
• Coordinating with internal teams to resolve customer issues effectively and ensure seamless customer experiences.
• Proactively identifying and addressing risks to customer satisfaction.
• Gathering actionable feedback from customers for product improvement.
• Identifying and capitalizing on opportunities for upselling and cross-selling.

• Responsible for identifying, recruiting and onboarding new clients
• Support successful client implementations, ensuring clients have an excellent customer experience, adopt our tools and perform at the highest levels
• Document client business requirements and help validate that the final product solution meets business needs
• Build meaningful relationships with clients (e.g. providers, pharmacies, client data management vendors); serve as a primary point of contact for client inquiries, issues, and escalations
• Provide timely, accurate, and solutions-oriented product support; troubleshoot technical and functional issues, escalating complex matters as needed, act as a liaison between product, implementation and technical teams
• Maintain knowledge of company products and services to effectively support clients
• Identify recurring issues and recommend process or product improvements; work closely with all levels of end users to document business processes and workflows and begin identifying possible approaches to gaps, issues or risks
• Design, develop, and maintain client-facing and internal training materials (guides, presentations, job aids, FAQs)
• Deliver live and virtual training sessions to clients and internal stakeholders
• Assess training effectiveness and continuously improve learning materials and programs
• Support onboarding efforts for new clients through structured implementation and training programs
• Assist in the planning, scheduling, and facilitation of client meetings, including onboarding sessions, status updates, and training workshops
• Prepare clear agendas, presentations, and supporting documentation
• Document meeting outcomes, action items, and follow-ups
• Manage project expectations through regular client meetings, project status reports and maintaining a great relationship throughout the implementation life cycles
• Create and maintain comprehensive documentation, including SOPs, knowledge base articles, release notes, and troubleshooting guides
• Ensure documentation is clear, accurate, and accessible
• Maintain internal administrative and knowledge-based repositories to support team efficiency
• Contribute to continuous improvement of support workflows and processes

Client Success Specialist

• Build strong relationships with customers, understanding their goals and ensuring they are met through the platform
• Conduct regular check-ins to monitor usage and overall satisfaction
• Act as the primary point of contact for a portfolio of customers
• Respond to support requests in a timely and professional manner
• Troubleshoot issues and coordinate with the product team when necessary
• Maintain records of customer interactions and feedback
• Monitor usage and identify churn risks early, addressing them with tailored support
• Identify upsell and renewal opportunities and collaborate with the sales team to execute them
• Provide customer insights to product and engineering teams to help shape product direction
• Share trends, wins, and blockers with the broader customer success and sales teams

• Engage directly with consumers by performing a high volume of outbound phone calls (200+ calls/day expected).
• Consistently meet or exceed individual and team performance metrics, including both qualitative and quantitative goals.
• Serve as a trusted guide for users navigating the process of connecting with vetted financial advisors.
• Proactively contact users who have expressed interest and schedule advisor consultations, ensuring a seamless experience.
• Utilize a combination of customer service best practices and scripted messaging to deliver a tailored, high-quality experience.
• Accurately log all user interactions, challenges, and outcomes in our internal CRM system.
• Identify and escalate recurring user pain points to improve the overall experience.
• Contribute to ongoing improvements by sharing insights and suggestions with team leads and cross-functional partners.
• Support additional projects or initiatives as needed in a fast-paced, collaborative environment.

Client Experience Specialist

• Serve as the first point of contact for all member inquiries via phone, email, and other communication channels
• Provide comprehensive information and guidance on all IDOC products, programs, and services
• Resolve member issues promptly and efficiently while adhering to established Service Level Agreements (SLAs)
• Maintain detailed records of all member interactions and follow-up activities in CRM systems
• Identify opportunities to enhance member engagement through additional IDOC offerings
• Conduct consultative discussions to understand member needs and recommend appropriate solutions
• Collaborate effectively with cross-functional teams including marketing, consulting, accounting, and vendor relations

Practice Success Manager

• Provides comprehensive engineering, sales, educational, and technical support.
• Responds to field inquiries from physicians, healthcare professionals, patients, and field sales staff regarding CRM (Cardiac Rhythm Management) products.
• Acts as a clinical interface between the medical community and the business.
• Demonstrates the ability to build and sustain credible business relationships with customers and shares product expertise accordingly.
• Provides additional back-up support to CRM Sales Representatives.

Customer Success Manager jobs in Connecticut

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Marketing Specialist, CRM/Lifecycle

Senior Advisor – Business Analytics, Customer Engagement

Senior Customer Success Manager

Enterprise Customer Success Manager, Exteriors

Customer Success Architect

Principal Customer Success Manager

Customer Success Operations Lead

Customer Success Associate

Senior Customer Success Manager

Director, Customer Success Management

Senior Client Success Specialist

Customer Success Manager

Enterprise Customer Success Manager – AI-native

Lifecycle Marketing Specialist, CRM Specialist

Customer Success Manager

Client Success Specialist

Customer Success Manager

Client Experience Specialist

Practice Success Manager

Associate Clinical Specialist, CRM