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.

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.

Associate Clinical Specialist, CRM

• Under general direction, the CRM Associate Clinical Specialist provides comprehensive engineering, sales, educational, and technical support.
• This role 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 engineering, sales, education, and clinical support in response to field inquiries on an as-needed basis.
• Demonstrates a thorough command of all CRM products, related product and technical knowledge, trends, and players.
• Develops, leads, and/or facilitates training sessions and other programs on CRM products for healthcare professionals.
• Provides additional back-up support to CRM Sales Representatives.

• Acts as the key point of contact for assigned health plans.
• Facilitates Health Plan meetings to address escalated issues.
• Tracks client issues that require research/investigation & coordination to reach resolutions.
• Collaborates with internal resources to resolve client issues.
• Uses data and facts to identify and solve a range of problems for assigned health plans.
• Delivers effective and time sensitive verbal and written communications to internal and external audiences.
• Assesses the needs of health plan partners and helps define and implement necessary changes to services/management processes.
• Partners with internal groups to ensure effective and efficient end-to-end problem-solving.
• Collaborates with matrix partners and other internal resources to resolve escalated, complex, and sensitive provider issues.
• Delivers effective verbal and written communications appropriate to internal and external audiences.
• Plan, coordinate, and host client and internal meetings.
• Regular cadence data and reporting responsibilities.

Client Experience Manager

• Act as the primary point of contact for customers throughout the entire lifecycle, from onboarding to ongoing relationship management.
• Analyze KPIs and campaign data to identify strengths, weaknesses, and areas for optimization.
• Develop and nurture long-term client relationships, with a focus on increasing retention and growing revenue.
• Become an expert on our digital and print products/services.
• Provide proactive customer support, addressing any concerns or issues that arise and ensuring timely resolution.
• Recommend new products and promotional opportunities to current clients and handle objections efficiently.
• Join forces with sales teams to develop upsell opportunities and drive incremental revenue growth.
• Lead internal teams in the execution of client campaigns, ensuring successful delivery of services and meeting client expectations.
• Manage client pipeline and monthly revenue forecast in Salesforce.com. Stay up to date on industry trends and best practices, continuously seeking ways to improve client outcomes.
• Create and deliver customized performance reports on digital media campaigns (including SEO, SEM, social media, and web analytics), providing actionable insights and recommendations.
• Utilize our AI-powered software to enhance every stage of the sales cycle, from prospecting and planning to presenting and closing deals.

Customer Success Strategist

• 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

• Ensure the client has the best understanding of our platform, technical capabilities, and know how to enable their success, while learning about their unique business needs and how they align with future product development at Breezeway.
• Accelerate new user adoption through functional and conceptual instruction and provide ongoing education on new features.
• Maintain continuous engagement with clients to increase value and build confidence in the product.
• Drive further adoption and identify upsell opportunities.
• Identify business churn risks early, and create action plans to circumvent them.
• Develop strategies for engagement, adoption, and success planning, by analyzing data and client feedback. Further drive value by identifying additional upsell and cross-sell opportunities.
• Represent the voice of the client internally, and provide feedback that enables continuous development and improvement of how we do business.
• Apply a solution-oriented approach to meeting client needs, and escalate client issues quickly.

Client Success Manager

• Own a portfolio of enterprise grocery retail accounts on Storefront Pro; build strong relationships with retailer stakeholders to drive adoption, expansion, and renewals across web, app, and omnichannel experiences.
• Serve as a trusted advisor to retail digital, marketing, and operations leaders — providing strategic guidance on e-commerce program growth, change management, and value realization across the full platform.
• Support end-to-end platform launches, success metrics, milestones, and risk mitigation plans.
• Maintain and refine playbooks, account health scoring, and QBR cadences; forecast account health and surface voice-of-customer insights that inform Storefront Pro's product roadmap and prioritization.
• Lead resolution of cross-functional escalations spanning platform, integrations, catalog, and fulfillment operations; contribute to post-mortems and implement preventative improvements.
• Quantify ROI (e.g., year-over-year online sales growth, basket size, conversion rate, retail media revenue) and present outcomes to retailer stakeholders; support multi-year commercial strategies and platform expansion conversations.
• Help retailers unlock the full value of the Storefront Pro ecosystem — including, loyalty and coupon integrations, AI-powered personalization, and merchandising tools.
• Travel up to 30% for onsite retailer visits, launch support, and partner meetings as needed.

Senior Customer Success Manager, Storefront Pro

• Ensure the client has the best understanding of our platform, technical capabilities, and know how to enable their success, while learning about their unique business needs and how they align with future product development at Breezeway.
• Accelerate new user adoption through functional and conceptual instruction and provide ongoing education on new features.
• Maintain continuous engagement with clients to
• Increase value and build confidence in the product by providing ongoing education on new features and products.
• Drive further adoption.
• Identify upsell opportunities.
• Identify business churn risks early, and create action plans to circumvent them.
• Develop strategies for engagement, adoption, and success planning, by analyzing data and client feedback. Further drive value by identifying additional upsell and cross sell opportunities.
• Represent the voice of the client internally, and provide feedback that enables continuous development and improvement of how we do business.
• Apply a solution-oriented approach to meeting client needs, and escalate client issues quickly.

Client Success Manager, Spanish

• Perform non-licensed administrative tasks for real estate agents. Identify and manage the contractual dates and deadlines and ensure the transaction is closed in a timely, efficient, and accurate manner.
• Collaborate closely with agent services department, agents or other third parties to ensure all proper documentation has been received for compliance in the transaction file in the appropriate systems.
• Organize all transaction details in applicable systems while providing continuous updates to the agent, client and third parties.
• Serve as all deal stakeholder’s point-of-contact for agents and their clients through closing, which includes obtaining documentation or information needed for clear to close.
• Own and execute full end-to-end transaction processing by entering transaction-related expenses, verifying accuracy of details, preparing commission invoices, calculating and finalizing commission payments, and proactively resolving discrepancies to ensure timely and accurate agent payouts.
• Regularly update and manage communication with all parties involved in the transaction.
• Prioritize service to the agent and all parties with a positive and engaging attitude to create a seamless experience.

• Develop, implement, and maintain a wide variety of CRM deployments across multiple environments
• Provide production support for MS Dynamics/CRM applications
• Update/Support Microsoft Powerautomate Cloud Flows
• Update/Support Microsoft Azure Function Apps
• Update/Support Microsoft Azure Logic Apps
• Support Development of Proof of Concepts (PoCs) to test new functionalities
• Develop, test, and implement D365 PowerAutomate and related Cloud Flows
• Develop, test, and implement custom features and processes in Microsoft Dynamics
• Participate in business case creation and estimation of work
• Recommend and implement best practices for KofC
• Consult with business to modernize business processes by leveraging Powerautomate, Azure Functions and Logic Apps
• Assist in communicating new features released to users
• Create and maintain application solution documentation
• Assist in writing user guides for newly developed apps
• Monitor and troubleshoot performance or other issues when needed
• On-call and/or after-hours work required

CRM Engineer – Contract

• Direct Ownership of Growth: Own the commercial roadmap and revenue growth targets for a dedicated pod of high-priority Brand accounts.
• Pipeline Hygiene: Lead pod syncs (Weekly Opp Stand-Ups) to dive into open opportunities and ensure the accuracy of the weighted pipeline.
• White-Space Identification: Partner with Sales/Solutions Engineers to identify upsell triggers for new AdTech/MarTech products and advanced service offerings.
• Sales Narrative Curation: Create and deliver business reviews and pitch decks that move beyond metrics to demonstrate ROI.
• C-Suite Stewardship: Build and map resilient relationships with VP and C-Level stakeholders for key customers, positioning Adswerve as a primary partner in the client’s digital maturity journey.
• Executive Sponsorship: Serve as the Executive Sponsor on at-risk accounts and engage directly with senior stakeholders to rebuild confidence and articulate value.
• Narrative Excellence: Elevate the Adswerve Story by coaching your team to move beyond tactical metrics toward financial outcomes and ROI-driven narratives.
• High-Stakes Negotiation: Personally lead complex, multi-year, or significant uplift contract renewals and pricing negotiations to ensure profitability and mutual value.
• Integrated Solutions Consulting: Guide the team in moving fluidly between Programmatic, Paid Search, and Cloud/Analytics conversations to maximize "share of wallet".
• Market Intelligence: Bring an "Outside-In" perspective by sharing industry trends and competitor intelligence to show clients how peers are leveraging new tech and AI.
• Coach by Doing: Join high-stakes pitches, Business Reviews, and client presentations to model elite sales behaviors and upskill pod members through direct observation and guided autonomy.
• Voice to Leadership: Aggregate front-line Intelligence on service gaps or product needs and communicate them to Executive Leadership to influence the Adswerve roadmap.
• Process Architecture: Improve client engagement models and internal processes to streamline delivery and increase the quality of work across departments.

Client Success Director, Growth Lead

• Execute the onboarding of strategic accounts across all areas.
• Build initial relationships with the client while overseeing onboarding activities and managing communication between the company and the client.
• Ensure a complete and successful onboarding before transitioning the client to their permanent account team for ongoing support.
• Serve as an internal and customer-facing subject matter expert on implementations and impacts of non-standard use cases.
• Provide practical guidance on operationalizing processes, data flows, and regulatory impacts; lead client trainings to optimize engagement.
• Partner with functional teams to translate customer feedback into actionable insights for service enhancements, driving continuous improvement.
• Lead meetings with customers and internal stakeholders, document and manage action items, and ensure timely execution of project plans.
• Engage across the customer’s organization and work cross-functionally to identify opportunities and risks around timelines and business processes; present recommendations and solutions.
• Act as a client resource to escalate and address implementation activities, including issue resolution.
• Accountable for onboarding analytics and reporting, including customer access, ensuring all information is current, and referencing dashboards during engagements.
• Ensure all internal and external data inputs are accurate for successful implementation.
• Partner with Billing to confirm billing definitions and ensure first invoice accuracy.

Customer Success Manager, Project Services

• Build trusted relationships with daily users and team leads, serving as the day-to-day contact for client success, adoption, and support.
• Lead post-sale transitions including the Sales-to-CSM handoff, internal kickoff, and formal onboarding with platform walkthroughs and data tool training.
• Conduct monthly customer check-ins to align on usage trends, progress against the Client Value Plan, upcoming needs, and to support the Account Director in preparing for strategic conversations.
• Develop, track, and report on Customer Health and Client Value Plans, using usage data to monitor engagement, identify risks, and surface growth opportunities.
• Coordinate ad hoc insights and reporting requests, and manage client usage of entitlements to ensure full value realization.
• Partner with Account Directors on renewals, expansions, and strategic account planning while escalating risks or red flags proactively.
• Advocate for the client internally—capturing feedback, surfacing feature requests, and identifying trends across accounts to inform the product roadmap and company strategy.
• Promote client participation in advocacy opportunities including webinars, case studies, testimonials, and events.

• Responsible for client satisfaction and success
• Interacting with assigned dealerships to understand business needs
• Maximizing adoption and utilization of CDK products
• Driving client engagement and minimizing churn
• Identifying and nurturing additional revenue opportunities in partnership with sales
• Following all CDK Global policies and procedures
• Completing all mandatory assigned compliance tasks and acknowledgements
• Meeting or exceeding all performance expectations
• Assisting clients with defining their strategy around CDK solutions
• Maintaining pre-established relationships with dealership management
• Demonstrating expertise in CDK products
• Assessing dealership risk factors
• Preparing client-specific reports and presentations
• Identifying opportunities for addressing training needs

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Client Success Manager

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Customer Success Manager