Customer Success Manager

• Serve as the primary point of contact for customers, fostering strong relationships with government end users and commercial clients.
• Conduct regular Quarterly Business Reviews (QBRs) to communicate progress, gather feedback, and ensure alignment with customer goals.
• Responsible for renewals, upsells, and cross sells.
• Partner closely with engineering and product teams to ensure timely and successful delivery of technical solutions.
• Translate customer needs into actionable requirements, ensuring seamless integration and deployment of our PaaS solutions.
• Guide customers through the Authority to Operate (ATO) compliance process, ensuring they meet necessary security and regulatory standards.
• Stay up-to-date on compliance trends, government requirements, and cloud security best practices to support customer success.
• Serve as a trusted technical advisor, helping customers optimize their use of our platform.
• Advocate for customers by sharing feedback and insights to inform product development and enhancements.
• Monitor customer success metrics, including adoption rates, satisfaction scores, and retention, to identify opportunities for improvement.
• Develop and execute strategies to improve customer outcomes and increase platform utilization.

Mission Success Manager

• Serve as the primary point of contact for a portfolio of federal customers throughout the customer lifecycle.
• Coordinate customer engagements to ensure commitments, deliverables, and key objectives are completed on schedule, while maintaining accurate engagement records and status reporting.
• Conduct regular business reviews, success planning sessions, and customer health assessments.
• Coordinate customer communications during product updates, releases, and service-impacting events.
• Develop a deep understanding of customer missions, priorities, and operational environments.
• Partner with customers to ensure successful onboarding, deployment, adoption, and ongoing use of HiddenLayer solutions.
• Monitor customer health and proactively mitigate risks that could impact customer success, satisfaction, or renewal.
• Capture, prioritize, and communicate customer feedback to Product and Engineering teams.
• Represent customer requirements and mission needs in internal discussions and product planning activities.
• Partner with Account Executives and leadership to support contract renewals, option year exercises, and expansion opportunities.

Customer Success Manager – Federal

• 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

• Own and cultivate client relationships for assigned clients through regular communication
• Oversee multiple client projects at one time, proactively monitor staff performance
• Manage project costs, identify and pursue new business opportunities at existing clients
• Maintain proactive and positive relationships with assigned clients
• Manage all assigned employees including regular on-site check-ins
• Address and resolve customer and employee issues timely and professionally
• Drive employee engagement and cultivate strong culture across company contracts
• Assist in the review and processing of weekly timecards and invoices each month
• Manage contract deliverables by proactively managing project staff to achieve deliverables as outlined in the scope of work
• Assist the recruiting team with filling open positions
• Engage directly with clients to present qualified candidates for client review and approval
• Identify opportunities for contract growth and new business pursuits

Client Engagement Manager

• 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.
• Ensure your real estate license remains in good standing to perform authorized licensed tasks, including drafting contract addendums and amendments.
• 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.

Client Experience Specialist, Licensed

• Own and manage a portfolio of accounts with clear alignment at the project, program and leadership levels.
• Consultatively drive adoption by implementing success plans, building and expanding relationships, and delivering valuable performance insights.
• Help maintain customer documentation, success plan tracking, and account records.
• Track customer utilization and adoption metrics, highlighting trends or risks to the CSM team.
• Prepare dashboards, meeting summaries, and materials for QBRs/EBRs.
• Assist in gathering customer feedback and organizing it for internal teams.
• Convey value by demonstrating progress in the customer’s program outcomes.
• Hold Strategic /Executive Business Reviews to ensure value is realized at the leadership level.
• Identify and support expansion opportunities by working with Sales to increase customer adoption and business objectives.
• Collaborate with Product, Support, and Professional Services teams to ensure customers receive coordinated, consistent service.
• Document product issues or enhancement requests and monitor progress toward resolution.
• Support internal process improvements, including the use of AI tools to increase efficiency where appropriate.
• Identify and facilitate training sessions, webinars, and resources that guide customers to increased adoption and best practices.
• Maintain up‑to‑date knowledge of SimpliGov features to provide accurate guidance and direct customers to appropriate resources.

• Own the Customer Success operating cadence
• Lead the daily, weekly, monthly, and quarterly business rhythm for Customer Success in tune with Sales, Product, and Company-level cadences.
• Convene key operating reviews, develop analyses, surface insights, and drive actions against business metrics including card spend, marketplace utilization, and AI software adoption, retention, and expansion.
• Drive customer utilization, adoption, and retention
• Partner closely with Customer Success, Sales, and Product leadership to improve medium and long-term card and marketplace spend as well as AI product GDR and NDR.
• Constantly review and recommend changes to operating metrics, segmentation, and team structure
• Turn data into insights and execution
• Build analyses, dashboards, KPI frameworks, and forecasts to identify trends, root causes, and growth opportunities. Translate insights into pragmatic recommendations and measurable action.
• Build scalable systems and processes
• Design and improve workflows, segmentation, forecasting, reporting, and operational processes.
• Own and lead software adoption and/or AI tool development.
• Own quarterly and annual planning processes
• Work closely with leaders across Customer Success, Sales, Product, Finance, and Operations on planning, performance management, and strategic initiatives.
• Partner with finance, leadership to define the strategy, budgets, organizational priorities, and long-term investments needed to scale Customer Success and accelerate business growth.

Customer Success Strategy – Operations Lead

• Act as a CXC ambassador, delivering a world-class experience for guests through exceptional service and engagement.
• Lead CXC tours with technical subject matter experts, ensuring that our key messaging and unique value propositions are communicated effectively and professionally.
• Forge and maintain relationships with cross-functional teams to stay updated on audience profiles, historical customer interactions, and industry-specific trends and drivers.
• Apply innovation and creativity to create compelling presentations and demos tailored to various audience segments, aimed at maximizing engagement.
• Develop and execute content updates to reflect newly launched Honeywell products and services, ensuring that our presentations remain current and relevant.
• Proactively market the CXC, compiling quarterly and annual reports to demonstrate the center's operational effectiveness.
• Analyze markets and monitor competitor activities, leveraging customer insights to identify growth opportunities.
• Oversee daily operations and logistics, including scheduling customer visits and managing all aspects of tours and presentations at the CXC.
• Effectively manage project budgets, timelines, and resources, ensuring optimal outcomes.
• Ensure technical maintenance and upgrades of the center are conducted as needed to maintain a state-of-the-art experience.

Senior Customer Engagement Specialist

• Serve as the single point of customer accountability responsible for the delivery of all Signature deliverables, the overall customer experience, and renewal and expansion
• Coordinate all deliverables the customer is entitled to, overseeing the experience throughout the Signature lifecycle
• Apply the correct processes to address customer needs and ensure value is delivered through the Signature offer
• Drive adoption of Sales and Service Cloud features with reps, agents, managers, supervisors, and ops teams
• Develop and maintain strong relationships at key stakeholder levels
• Conduct quarterly reviews of feature usage to drive adoption of tools like Journey Builder or Commerce Promotions
• Serve as the primary interface for major incidents to protect peak revenue

Customer Success Manager – Core, Sales & Service Clouds – Public Sector

• 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

• Reports to the Director, Partner Success
• Responsible for supporting the Partner Success team to maintain on-going relationships with leading companies across all health care industry sectors
• Mix of data integrity maintenance and tactical program implementation
• Provides weekly, trusted, tracking and visibility for the partner success team to accurately track progress against milestones and deadlines
• Drives and owns weekly goals meetings with data that allows partner success leaders to effectively prioritize their time and focus
• Creates and maintains effective Salesforce dashboards and reports
• Makes sure Salesforce records are up to date and correct at all times
• Takes a proactive approach to supporting partner success strategy
• Identify and Track Opportunities for Upsell, Based on Client Needs
• Continually Refines Processes to Better Serve partner Needs
• Manages Clear Communication Pathways to Prevent Friction Around Sponsor Delivery Internally and Externally
• Manages day-to-day progress of all sponsorships including communications, proposals, problem-solving, project design and implementation
• Tracks milestones and objectives of each sponsor and manages relationships to create desired value
• Provides admin support to partner success team members for sponsor onboarding and planning calls

Coordinator, Partner Success

• Advocate For Customers: Act as the voice of the customer within the organization.
• Manage Customer Requirements: Serve as project manager for new feature development.
• Be a Legion Expert: Develop hands-on technical knowledge of Legion’s product.
• Lead Customer Onboarding: Train customers on how to use the platform.
• Demonstrate Value: Work with customers to understand what matters to them.
• Build High-Quality Relationships: Develop relationships with multiple levels of customer stakeholders.
• Ensure Renewals: Work closely with sales teams to minimize churn risks.
• Provide Feedback: Gather customer feedback to relay to the engineering team.
• Manage Issues: Collaborate with engineering to resolve customer issues.

• drives measurable customer outcomes through disciplined program management of Success Plan and Get Well Plan execution
• ensures customers realize verified value from the solutions they have purchased by orchestrating cross-functional resources
• proactively identifying risks, escalating when necessary, and maintaining accountability to defined outcome objectives
• serves as the central point of coordination, governance, and momentum to ensure customer success is intentional, measurable, and achieved

Federal Customer Success Manager

• You will onboard and manage UpGuard customers to ensure they understand how best to use UpGuard effectively to meet their goals.
• You will provide resources to your customers, including success plans, customer-specific training sessions and organize regular check in calls.
• You will engage your customers early and frequently, to help them get the most out of UpGuard from day one and continue to drive engagement.
• You will translate your customer’s requirements by understanding their risk management frameworks to offer a tailored solution on how best they can utilize UpGuard.
• You will monitor the health of your customers and intervene with proactive education when customers are not effectively using UpGuard to achieve the value they expected.
• Advocate for the customer; Provide updates to internal cross-functional partners (Product, Sales & Marketing) on customer perspectives, risks, strategic insights, issue resolution activities, expansion & cross-sell opportunities.

• 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.

• Be the main Inspiration day-to-day point of contact for assigned customers, owning customer health, retention, and daily account coordination
• Establish strong customer relationships by understanding needs, anticipating and solving problems, planning and executing with excellence, and building trust
• Develop and maintain in-depth knowledge of Inspiration Fleet and Energy products to provide customers with enhanced solutions that support their core business
• Understand the business model of assigned customers and how their corporate goals translate into fleet and energy priorities, ultimately helping each customer achieve them
• Collaborate with internal Subject Matter Experts as well as external client stakeholders to deliver a best-in-class fleet and energy program
• Project manage customer initiatives, driving agendas for weekly, monthly, and quarterly meetings, and partner with internal resources to deliver customer business reviews
• Lead exception oversight and cross‑functional communication between customer and internal teams, proactively managing activities such as vehicle ordering, transport logistics, service delivery needs and status updates
• Help to build, integrate, and constantly improve upon internal processes
• Serve as the “voice of the customer”, bringing valuable insights to internal teams that help guide product and services development as well as inform operational processes

• Serve as the single point of customer accountability responsible for the delivery of all Signature deliverables, the overall customer experience, and renewal and expansion
• Coordinate all deliverables the customer is entitled to, overseeing the experience throughout the Signature lifecycle
• Apply the correct processes to address customer needs and ensure value is delivered through the Signature offer
• Successfully align with and manage both Business and Technical Stakeholders, focusing on aligning Business Value and Technical Goals to the Signature offer
• Prioritize the most urgent work activities, organize tasks to avoid missing key steps, and create basic plans to focus time, taking responsibility for assigned tasks
• Use internal resources to increase effectiveness and rely on managers or mentors for guidance on priority problems
• Conduct enablement sessions on opportunity and case management, forecasting, pipeline hygiene, knowledge creation, and omni-channel routing
• Share best practices for sales and service process optimization, data quality, and customer experience
• Drive adoption of Sales and Service Cloud features with reps, agents, managers, supervisors, and ops teams
• Track usage metrics (opportunity updates, activity logging, forecast submissions, report usage, case resolution times, knowledge article usage, channel adoption, and CSAT scores)
• Develop and maintain strong relationships at key stakeholder levels, including cultivating executive-level relationships within customer IT and business leadership
• Act as a trusted advisor by gaining trust through mutual goals, understanding the customer’s business model, and applying proven solutions to their problems
• Solidify partnership commitments and drive innovation aligned with customers' business challenges
• Increase customer engagement with products and services and identify major political barriers to customer success
• Partner with more experienced team members to solve complex problems and develop strategic success plans when needed
• Conduct quarterly reviews of feature usage to drive adoption of tools like Journey Builder or Commerce Promotions, ensuring platform stability and performance
• Identify underutilization of contracted entitlements (e.g., messaging volume or GMV tiers) and align platform features with customer priorities to increase throughput
• Drive adoption of Tableau features with business users and analysts and track usage metrics (active users, workbook views, data source adoption)

Customer Success Manager – TS/SCI Clearance

• Partner with Sales to ensure a smooth transition from pre-sale to post-sale and align on client strategy from day one.
• Build trusted relationships with builder clients and serve as a consistent point of contact for day-to-day engagement.
• Lead recurring client conversations with your Seller, including education, performance reviews, and strategy discussions.
• Analyze account and campaign performance, translating data into clear insights and actionable recommendations.
• Proactively identify risks, opportunities, and optimizations that improve client outcomes and long-term engagement.
• Drive adoption and effective use of Zillow products by educating clients on platform functionality, best practices, and ways to maximize value.
• Troubleshoot and resolve billing, reporting, and product-related issues to deliver a seamless client experience.
• Collaborate with Sales, Support, Product, and Operations to advocate for client needs and share feedback that improves products and processes.

Client Experience Manager – New Construction

• Own a portfolio of enterprise retail accounts using Caper's in-store AI solutions; build strong relationships with retailer stakeholders to drive adoption, expansion, and renewals.
• Serve as a trusted advisor to retail managers, directors, and cross-functional counterparts, providing strategic guidance on store operations, change management, and value realization.
• Support end-to-end deployments—from pilot design through regional or nationwide scale—partnering with product, engineering, sales, and field operations; contribute to success metrics, milestones, and risk mitigation plans.
• Maintain and refine playbooks, health scoring, and QBR cadences; forecast account health and surface voice-of-customer insights that inform product roadmaps and prioritization.
• Lead resolution of cross-functional escalations spanning hardware, software, and store operations; contribute to post-mortems and implement preventative improvements.
• Quantify ROI (e.g., labor savings, throughput, basket size) and present outcomes to retailer stakeholders; support multi-year commercial strategies and expansion conversations.
• Travel up to 30% for onsite store visits, pilot support, and partner meetings as needed.

• Lead customer success and partner success teams with a clear focus on driving satisfaction, retention, expansion, and renewals with leading Global Public Sector government and industry
• Serve as the central connector between customers, partners, delivery teams, sales, engineering, and commercial teams
• Drive customer adoption and usage post-implementation - ensuring customers maximize value from Virtru solutions
• Manage the post-sale customer lifecycle: onboarding, adoption, expansion, renewal, and advocacy
• Identify issues proactively and connect the right people and resources for rapid problem resolution and mission success
• Close expansion deals and communicate critical updates, feedback, and insights to delivery and engineering teams to improve solutions and product
• Keep constant pulse on customer and partner health, satisfaction levels, and expansion opportunities
• Build and manage people, processes, and systems that enable scalable customer success across our growing customer base

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Senior Customer Success Manager

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