Customer Success Manager

• Serve as the primary relationship owner for AI Studio’s credit union clients - building trusted, long-term partnerships with credit union executives and leadership teams.
• Act as the day-to-day point of contact for client inquiries, engagement updates, program participation, and issue resolution.
• Onboard new credit union clients, ensuring a smooth, professional, and value-forward experience from initial engagement through active participation.
• Develop and execute a Client Engagement Plan - tracking participation across AI Studio’s service offering, proactively identifying opportunities to deepen client value.
• Ensure that all client information, interactions, engagement history, etc is kept current.
• Collect and synthesize client feedback, surfacing insights that inform AI Studio’s evolving service priorities and strategic direction.
• Lead project management (advisory or technical engagements) - maintaining and executing project plans, timelines, milestones, deliverable tracking, and stakeholder communications.
• Coordinate cross-functional teams (internal staff, fractional experts, and external partners) to ensure on-time, high-quality delivery.
• Develop and maintain standardized engagement frameworks, templates, and tools to support consistent and scalable service delivery.
• Monitor engagement progress and proactively identify and resolve risks, blockers, or scope changes in coordination.
• Track and report on engagement performance metrics, client satisfaction, and delivery quality.
• Manage the full lifecycle of engagements from scope finalization and contracting through delivery and close-out.
• Provide project management support for internal initiatives, where applicable.
• Manage and maintain Statements of Work (SOWs) and Master Service Agreements (MSAs) in alignment with AI Studio’s service offerings.
• Oversee AI Studio’s billing and invoicing operations, ensuring timely, accurate invoices. Involves coordination with financial operations partners for processing and financial reporting.
• Develop, document, and continuously improve AI Studio’s operational policies, procedures, and administrative workflows.
• Identify and help implement AI-first tools and systems for improved organization efficiency and scalability.
• Maintain accurate and organized documentation across all operational and risk/compliance functions, including contracts, templates, records, policies, procedures, etc.
• Ensure compliance with applicable regulatory and business requirements across contracts, policies, and operational processes.

Client Success & Operations Manager

• Build, develop and manage relationships with a variety of clients ranging from senior C-levels to more junior client professions in IT, HR, Supply Chain, Marketing, Finance, Legal, and Sales practices ensuring they are successful in the utilization of their Gartner subscription, resulting in customer satisfaction, retention, and growth
• Introduce Gartner services and capabilities to new clients and communicate value to decision makers
• Facilitate client calls and engagements to surface client priorities, and recommend a program of action that drives high value and return of investment on their Gartner membership
• Collaborate with internal Gartner partners to overcome obstacles and maximize the value Gartner delivers to clients
• Conduct regular reviews of client book of business looking into performance and key client engagement metrics

Client Success Associate, Spanish Speaking

• 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

• Execute day-to-day CRM campaign setup including audience builds, send QA, and deployment checklists across email, push, and SMS channels.
• Coordinate pre-planned and real-time messaging to align with player needs and business objectives, escalating blockers quickly.
• Review and validate all copy and creative materials for accuracy, quality, and compliance before deployment.
• Ensure all CRM communications are deployed accurately and on time to meet established deadlines.
• Build and configure player bonuses, offers, and onsite banners with guidance, working with cross-functional teams to deliver a seamless player experience.
• Track daily and weekly promotional pacing against targets, flagging anomalies to your manager.
• Maintain organized documentation of completed work, ensuring all campaign records are accurate and up to date.

Coordinator, CRM

• Own the end-to-end execution of CRM campaigns across email, push, inapp pops
• Lead the campaign QA process
• Coordinate pre-planned and real-time messaging across channels
• Review and validate all copy and creative materials for accuracy
• Own weekly promotional pacing updates
• Build and configure player bonuses, offers, and onsite banners
• Identify gaps in existing processes and propose improvements
• Ensure all promotional materials are deployed accurately and on time
• Own day-to-day relationships with Creative and Customer Support teams
• Build deep expertise in marketing technology stack and leverage its capabilities
• Partner with the broader team on A/B tests and personalization initiatives
• Communicate proactively to your manager

Senior Coordinator – CRM

• Own the CRM innovation roadmap, identifying opportunities to improve customer engagement, personalization, retention, and operational efficiency
• Research, evaluate, and pilot new CRM, AI, automation, and customer engagement technologies that can drive measurable business impact
• Build and validate proof-of-concepts before committing engineering resources to full-scale development
• Partner with CRM, Data Science, Product, Engineering, and Analytics teams to operationalize predictive models, personalization capabilities, and advanced segmentation strategies
• Lead experimentation efforts to test new CRM strategies, customer experiences, and technology solutions
• Help evolve the CRM technology ecosystem, including platforms such as Braze, Segment, Snowflake, Amplitude, dbt, Movable Ink, and other supporting technologies
• Identify opportunities to automate workflows, improve campaign execution, and increase the effectiveness of CRM programs
• Translate innovative concepts into clear business cases, implementation plans, and measurable success criteria
• Stay ahead of industry trends in CRM, MarTech, AI, and personalization, bringing new ideas and capabilities to the organization

Manager – CRM Innovation

• Own the success of an assigned portfolio of accounts
• Develop and maintain strong relationships with key stakeholders
• Build and execute Success Plans that align each customer’s unique goals
• Advocate for customer needs and feedback internally
• Monitor customer usage patterns to address potential churn

Customer Success Advisor

• Lead prospect and/or client calls to understand client priorities and challenges and articulate the value of Gartner’s renowned products and services.
• Understand and communicate Gartner services and capabilities to prospective clients and demonstrate value to decision makers.
• Collaborate with our Sales teams on how to effectively demonstrate Gartner products and resources to prospects or clients to increase likelihood of engaging and purchasing a license.
• Communicate with internal Gartner partners to overcome obstacles and maximize the value Gartner delivers to prospects and clients.
• Research prospective and existing companies, C-Level executives, business trends, and competitive intelligence to prepare relevant and tailored Gartner resources to drive impact.

• Partner with clients ranging from senior C-levels to more junior client professions in IT, HR, Supply Chain, Marketing, Finance, Legal, and Sales practices
• Deliver value to decision makers and drive Gartner growth by working as part of a service team
• Identify client priorities and understand how to align Gartner's resources to provide best in class service
• Collaborate with internal Gartner stakeholders to drive service delivery & business results
• Leverage insights & metrics to drive continuous client engagement, satisfaction, retention and growth

Client Success Associate – New Graduates, Early Career

• Acts as the product SME, assisting customers with their product questions
• Collaborate with product and engineering teams
• Ensure technical knowledge of the team is translated into articles and guides

Customer Success Architect

• Ensure the operational health and optimized performance of our Payments business
• Report to the GM of Payments to support the execution and measurement of the business strategy
• Create, maintain, and communicate actionable insights from our data to the Payments leadership team
• Establish Key Performance Indicators (KPIs): Partner closely with the GM of Payments and leadership to define, measure, and monitor key operational health metrics and early business optimization indicators
• Design, build, and maintain comprehensive, user-friendly dashboards (daily/weekly) for business performance and product adoption
• Go beyond report generation to interpret data, identify patterns, anomalies, and trends, and articulate insights and recommendations
• Understand the payments data model and underlying architecture, proactively identify data gaps
• Monitor and ensure that critical business data is replicating and refreshing accurately and timely
• Design, implement, and maintain an alerting framework for data exceptions, failures, or significant deviations in critical business metrics
• Conduct complex ad-hoc analyses, such as client profitability assessments
• Develop, maintain, and ensure the accuracy of internal operational tools
• Respond to and fulfill operational data requests from various cross-functional teams
• Create and maintain technical and business documentation for reports, databases, systems, and standard operating procedures

Payment Operations Analyst, Customer Success

• Provides specialized business application management guidance and support for a functional area
• Responsible for requirements gathering through the application lifecycle
• Conducts business testing and supports business process documentation and user support of the application
• Provides approval and prioritization of technology changes deployments
• Develops and leads business application strategy roadmap
• Coordinates with key leaders to determine required capabilities
• Ensures appropriate risk controls are in place and adhered to guidelines and regulatory requirements
• Accountable for overall mapping of processes for application functions/features to support business objectives
• Responsible for risk and audit management and assessments
• Reviews requirements specifications and technical design documents to provide timely and meaningful feedback

FCRM Risk Business Application Analyst III

• Ensure a seamless transition and setup for services or products related to Managed WiFi, Distributed Antenna Systems (DAS), and/or Fiber deployment.
• Coordinate onboarding activities with property owner, SBA construction teams, and Internet Service Provider (ISP) partners.
• Develop and maintain onboarding documentation, timelines, and status reports to ensure clarity and accountability.
• Build and sustain strong relationships with key stakeholders, partners, and customers to drive continued collaboration and satisfaction.
• Serve as the primary point of contact and escalation for assigned customer accounts.
• Advocate for customers internally by escalating tickets and providing oversight of ISP partner performance.
• Conduct regular business reviews and proactive check-ins to assess satisfaction and identify growth opportunities.
• Oversee customer agreements to ensure ongoing compliance with contractual terms and conditions.
• Process customer-requested change orders accurately and in a timely manner.
• Assist with Accounts Receivable (AR) collection escalation as needed to support finance operations.
• Facilitate internal and external meetings to ensure customers are consistently updated on deployment progress.
• Maintain project trackers and status reports to monitor milestones, timelines, and deliverables.
• Identify and communicate risks or delays proactively to all relevant stakeholders.
• Assist in both direct and indirect sales efforts by leveraging strategic partnerships and aligning them with business objectives.
• Ensure customer information is accurate, current, and complete within the CRM platform.
• Support the sales team in identifying upsell and cross-sell opportunities within existing accounts.

Customer Success Representative

• Own and continuously optimize the full client lifecycle, from onboarding through long-term partnership, renewal, and expansion.
• Design and lead structured onboarding programs that drive rapid adoption, clear value realization, and high client satisfaction.
• Build and maintain trusted, executive-level relationships with law firm leadership and key stakeholders.
• Leverage client data and performance metrics to identify trends, risks, and opportunities to improve retention and outcomes.
• Establish clear success metrics, feedback loops, and reporting frameworks to continuously improve the client experience.
• Build, lead, and mentor a high-performing Client Success organization, including managers and specialists.
• Foster a culture of accountability, collaboration, and excellence aligned with company values.
• Recruit, train, and develop top-tier talent to support growth and scalability.
• Develop and implement scalable systems, processes, and policies that drive operational efficiency and consistency.
• Partner with executive leadership to define and execute the company’s client success strategy and long-term objectives.
• Analyze performance data to inform strategic decisions, continuous improvement, and growth initiatives.
• Manage budgets and resources responsibly, ensuring profitability and operational discipline.
• Partner closely with Sales to support renewals, expansion opportunities, and revenue growth.
• Ensure strong post-sale execution to support sales targets and client expectations.
• Collaborate with Product, Operations, and Leadership teams to align client needs with company strategy and roadmap.
• Lead and operate in full alignment with Stafi’s core values: be reliable, work hard, have fun, care deeply, be passionate, take initiative, collaborate, and demonstrate loyalty.

Client Success Manager, Law Firm Experience

• 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.

• Leverages data and technology to support the sales organization, diagnose issues, and design solutions.
• Partners with Customer Success, Commercial, Sales, and CRO leadership to identify and prioritize high-impact customer lifecycle process improvements aligned to retention and growth objectives.
• Develops lightweight business cases and ROI assessments to inform prioritization decisions.
• Collaborates cross-functionally to translate strategic initiatives into clear process, policy, and system requirements.
• Leads design and documentation of global process standards across key customer lifecycle domains (e.g., onboarding, health management, customer engagement, renewal planning, expansion motions, advocacy, and churn management).
• Establishes governance structures and ensures consistent global adoption of standardized customer success processes.
• Measures impact of changes using defined success metrics and drives iterative refinement.
• Acts as a trusted advisor to Customer Success and CRO leaders on customer lifecycle effectiveness, retention, and growth opportunities.

Global Process Owner – Customer Success

• Build, develop and manage relationships with a variety of clients
• Ensure clients are successful in the utilization of their Gartner subscription
• Introduce Gartner services and capabilities to new clients
• Facilitate client calls and recommend programs of action
• Collaborate with internal Gartner partners to maximize client value
• Conduct regular reviews of client book of business

Client Success Manager

• Build and maintain strong, long-term relationships as the primary point of contact for your assigned clients.
• Lead regular check-ins, business reviews, and strategic client meetings to ensure satisfaction and alignment with their goals.
• Own the renewal process end-to-end, securing timely contract extensions and minimizing churn.
• Proactively identify and mitigate risks to retention before they become problems.
• Consistently meet or exceed renewal and retention targets.
• Help clients achieve measurable outcomes by sharing best practices, insights, and guidance that maximize ROI.
• Monitor client usage, adoption, and performance data to spot gaps or opportunities early.
• Identify and pursue expansion opportunities within existing accounts to drive revenue growth.
• Partner with sales, operations, product, and support teams to deliver a seamless client experience.
• Maintain accurate account information, renewal forecasts, and expansion pipeline in CRM.
• Report regularly on client health, retention metrics, and growth opportunities.

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

• Provides support to the Sales, Marketing, and Support team(s), with a high attention to detail.
• Researches, analyzes, and documents findings.
• May coach, review, and/or delegate work to other team members.
• Ensures that partners receive maximum value from their investments in the ConnectWise platform, utilizing all of their licenses, identifying new opportunities, and collaborating with other ConnectWise stakeholders to ensure adoption and a successful renewal.
• Proposes solutions to partner problems based on the ConnectWise platform and deep understanding of the partners business.
• Develops an understanding of typical business challenges faced by partners and common objectives to appropriately map ConnectWise platform features and associated business benefits to address their needs.
• Acts as an escalation point to drive resolution in a timely, proactive manner
• Travels to partner locations and IT Nation events.
• Helps create scalable playbooks and process around partner interactions and profiles that can be used across the entire PSM team.
• Identifies processes to facilitate cross-functional communication, prioritization, and visibility for requests and escalations.

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