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

• Lead and grow a team of CSMs focused on adoption, retention, and expansion.
• Define success metrics, manage performance, and support career development.
• Drive NRR through proactive value realization and expansion strategies.
• Partner with Sales to co-develop account strategies and surface growth opportunities.
• Own team KPIs and lead regular inspection rhythms to track performance.
• Align closely with Product, Sales, and Support to represent the voice of the customer.
• Guide the team through complex issues, customer risks, and escalations.

Manager, Customer Success

• Partner with business teams to shape AI ideas before formal intake
• Ensure requests are clear, complete, and aligned to business priorities before submission
• Educate teams on approval requirements (AI Champion, Business Line Approver, etc.)
• Serve as the single front door to the AI CoE for assigned business lines
• Guide use cases through triage, early review, and decisioning stages
• Proactively identify and resolve stalls, gaps, or unclear ownership
• Build strong relationships with business line teams, AI Champions, and execution partners
• Re-engage with teams once solutions are live to confirm adoption, usability, and effectiveness
• Socialize reusable AI capabilities to reduce duplicate effort across teams

AI Customer Success Manager

• Own the post-launch lifecycle management of CFC CRM across global markets
• Be accountable for platform availability, reliability, performance, and scalability
• Manage current CFC CRM ecosystem roadmaps & coexistence with legacy CRM environments, ensuring continuity, direction and risk mitigation
• Make trade-off decisions where precedent may not exist with stakeholder input
• Drive measurable value realization from CRM investments (adoption, productivity, commercial impact)
• Establish level metrics and reporting for BAU health and value delivery within the CFC technology ecosystem
• Ensure CRM outcomes align to commercial strategy, not just technology success
• Define and mature the global CFC CRM operating model & governance, balancing innovation with stability
• Own technology BAU roadmap across support, enhancements, release readiness, and optimization
• Reduce market-by-market variance through harmonization and repeatable patterns
• Define and govern standards for content, workflows, configuration, data, and operations within the CFC CRM ecosystem
• Ensure CFC CRM is embedded into CFC day-to-day workflows
• Act as the single BAU orchestration point for CFC CRM across Commercial, Medical, CMO, Digital, Data, Compliance, and Markets
• Resolve cross-functional dependencies and risks impacting platform stability and value
• Partner with the CFC CRM Product Leader on a single, integrated roadmap
• Own operationalization, handover, and sustainment of roadmap items post-launch

Senior Director, CFC CRM Lifecycle, Value Lead

• Own and manage ongoing operational relationships with oncology practice partners.
• Collaborate cross-functionally to integrate and align operational workflows.
• Continuously evaluate and optimize workflows to improve efficiency and performance outcomes.
• Monitor and report on partnership performance metrics.

Director of Partner Success

• Be the primary account manager to Paradox clients around the globe, helping them achieve their strategic business goals with our AI-powered solutions and continuously wowing them with our delightfully simple, feels-like-magic software
• Collaborate closely with clients to understand their business goals and align our AI-powered solutions to help achieve those objectives
• Deliver exceptional service throughout the client journey, including training and onboarding, ongoing product support and troubleshooting, and strategic account management
• Provide troubleshooting and product support to quickly resolve any open issues identified
• Proactively monitor clients’ success and adoption and continuously seek new insights into their evolving goals, challenges, and pain points
• Provide deep product expertise and serve as the subject matter expert for platform use and support
• Work collaboratively with globally dispersed teams and clients to drive ongoing product innovations and deliver new solutions for clients
• Provide additional implementation support, as needed
• Develop and nurture relationships with clients and users within client organizations
• May lead working teams to support client onboarding, training, and ongoing support
• Develop relationships with clients and users within the organizations to seamlessly manage renewal and expansion opportunities
• May provide functional and technical mentorship to junior Client Success team members

• 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.

Client Experience Specialist

• Serve as the primary strategic partner and advocate for our enterprise healthcare clients
• Drive account retention, ensuring customer satisfaction, and fostering deep, trust-based relationships
• Own the end-to-end retention strategy for a portfolio of enterprise healthcare accounts
• Build and maintain executive-level relationships with key stakeholders
• Identify expansion and upsell opportunities within existing accounts
• Negotiate and support contract renewals
• Monitor and analyze client health scores, product utilization metrics, and satisfaction indicators
• Conduct regular business reviews
• Serve as the first point of escalation for customer questions, concerns, and complaints
• Accurately log all customer-reported issues, incidents, and service disruptions
• Capture, document, and advocate for customer-requested system enhancements

Enterprise Customer Success Lead

• 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)

• Ensure that customers who have completed an auto refinance or purchase loan had a positive experience.
• Maintain all overflow through TSG phone systems and is the resolution point for escalations within TSG and all its brands.
• Respond to all complaints and escalations from start to finish and only escalate further if appropriate.
• Maintain Legal and Compliance concerns through QA processes.
• Document all accounts, contact, and activity information into various systems.
• Answer calls from internal and external sources, while providing a world-class customer service experience.
• Manage inbound and outbound communication by email, phone and/or text to customers and Lenders or previous lien holders.
• Including de-escalation of phone calls without transferring to ASM’s.
• Consistently respond to auto finance inquiries in a timely, efficient, and professional manner.
• Outreach all funded loans within one business day via phone/email.
• Contact customers who have completed a funded loan and assess their experience.
• Quality Assurance – Listen to calls made by loan specialists at rate of 1 call per week per loan specialist and complete compliance checklists to ensure compliance guidelines are followed.
• Work inbound email boxes (Save/Sales).
• Follow up via phone call when necessary for escalated customers.
• Research and resolve Short Payoff Issues to ensure loans are fully paid off.
• Grade customer experience with tools provided – both on the customer’s experience and on the Loan Specialist who assisted them in completing the loan.
• Provide responses to customers who left reviews on their auto loan experience via Podium/Birdeye or other lead sources.

Customer Success Representative II

• The Customer Success Manager (CSM) is a versatile expert responsible for ensuring high-value customers who purchase the Signature Success Plan achieve a significant return on their investment with our platform.
• This role functions as an extension of the customer’s workforce and a trusted advisor, providing guidance and advice to customer organizations.
• The CSM is responsible for identifying and addressing both technical and business concerns, aligning them strategically with customer priorities, projects, and problems.
• 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.
• Conduct enablement sessions on opportunity and case management, forecasting, pipeline hygiene, knowledge creation, and omni-channel routing.
• 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).

Customer Success Manager – Core, Sales & Service Clouds, HLS

• Support, configure, and continuously improve our CRM environment.
• Responsible for day-to-day CRM administration, user support, data quality, training enablement, vendor coordination, and delivery of small to medium CRM enhancements.
• Hands-on in Dynamics 365 Sales, understanding CRM process design, work directly with sales, IT, and external partners to improve system usability and adoption.

Dynamics CRM Administrator

• Develop cross-functional knowledge that spans IT Security, IT Operations, Infrastructure, and Application Portfolio Management practices.
• Customer Adoption - inspect customer adoption issues and run specific plans to increase adoption health where required.
• Renewals - tie adoption health to renewal and ensure that value is being delivered.
• Expansion - partner with Sales to identify expansion opportunities.
• Establish “trusted advisor” relationships with the executive stakeholders and technical teams on the customer side.
• Build a strategic roadmap for every customer that defines how they should consume and adopt Illumio’s products.
• Monitor the Adoption Health across all accounts within your portfolio.
• Identify product or feature gaps, coordinate responses and timelines with the Illumio product team.

Senior Customer Success Advisor

• Own end-to-end customer relationships, acting as the primary post-sale contact and trusted advisor.
• Drive customer retention and reduce churn by proactively monitoring account health, identifying risks, and executing intervention strategies.
• Influence renewals and revenue growth by demonstrating ROI, identifying expansion opportunities, and partnering with Sales on account strategy.
• Lead onboarding and value realization, ensuring customers achieve intended business outcomes and time-to-value milestones.

• Lead the performance and operational execution of the Customer Success and Customer Support teams.
• Lead, coach, and develop Customer Success and Customer Support leaders and team members, creating a culture of accountability, professional growth, talent development, and succession planning.
• Execute customer retention and engagement strategies that drive renewal performance, long-term client partnerships and recurring revenue retention.
• Build and maintain trusted relationships with key clients, partners, and internal stakeholders, serving as a senior escalation point and ensuring alignment across customer, operational, and business objectives.
• Execute scalable operational processes, performance standards, and accountability measures across customer-facing functions.
• Establish and monitor customer health metrics, renewal forecasting processes, operational KPIs, and risk mitigation strategies.
• Partner cross-functionally with Product, Sales and Marketing to improve the customer lifecycle experience and drive organizational alignment.
• Identify operational challenges and improvement opportunities, develop recommendations, and partner with leadership to implement solutions that improve efficiency, scalability, and customer outcomes.
• Oversee customer onboarding, implementation, support, and account management to ensure a consistent and high-quality customer experience.
• Translate customer insights and feedback into actionable recommendations for product enhancements, process improvements, and service evolution.
• Contribute to product strategy discussions and business requirement development in partnership with Product leadership.
• Participate in strategic client meetings, partner discussions, and enterprise growth opportunities.

Vice President, Customer Success

• Lead day-to-day onboarding execution: securing customer access, coordinating with the development team on technical setup, building out onboarding templates, and keeping projects moving from access through delivery.
• Partner closely with the Head of Customer Experience as a through line for customers — joining sales calls, kickoff meetings, data practices conversations, strategy sessions, and training engagements.
• Run customer-facing meetings independently once strategy is defined, including ongoing monthly check-ins and relationship management for an assigned book of churches.
• Translate between customers and the dev team: bring solutions back from engineering, follow up with customers on what's complete and what remains, and reduce the number of times an engineer has to be pulled into customer calls.
• Support documenting processes as they are designed — onboarding playbooks, support workflows, training best practices, ministry-specific strategies — so the team can scale.
• Identify what can be automated or delegated (including to AI tools) versus what must stay human and pastoral, and help build that operational backbone.
• Travel periodically for in-person training and customer engagements alongside the Head of Customer Experience.

• 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

• lead the team responsible for our most valuable and complex customer relationships.
• manage and develop a team of Customer Success Managers focused on delivering a high-touch, strategic customer experience while driving retention, expansion, and measurable business outcomes for these accounts.
• collaborate closely with the SVP of Customer Success and cross functional partners to ensure our most strategic customers are successful and continue to grow with Owner.

Senior Manager, Customer Success – Enterprise

• Lead and manage a team of Enterprise Customer Success Managers, providing guidance, mentorship, and performance feedback. Foster a collaborative and customer-focused culture within the team.
• Collaborate with Customer Success Managers to optimize customer value and support their work with Drata's enterprise customers.
• Develop and maintain strong relationships with key stakeholders at enterprise-level customers.
• Understand the unique needs of each customer, ensuring their business objectives are met through our solutions.
• Identify opportunities for upsell and cross-sell based on customer needs and usage patterns.
• Collaborate with cross-functional teams’ stakeholders (Solution Architects, Implementation Managers, Account Management/Sales, Product, Engineering, Support) to develop and execute customer success strategies that align with the company's goals specifically in achieving customer satisfaction, retention and expansion.
• Continue to revamp and develop customer journeys relevant to Drata’s enterprise customer segment including a comprehensive customer success plan, high impact activities such as roadmap/business value realization, and metrics to measure outcomes.
• Serve as a CS management point of escalation for customer issues and concerns, ensuring swift resolution and customer satisfaction.
• Advocate for customer needs internally to drive overall product improvements and enhancements.
• Monitor and refine key performance metrics for the enterprise customer success team, including customer satisfaction, net promoter score, retention rates, and expansion revenue.

Senior Manager, Enterprise Customer Success

• Act as the primary point of contact for a portfolio of 10-20 enterprise-level clients, helping them maximize the impact of our cutting-edge generative AI search optimization software solution.
• Translate platform data into strategic recommendations tailored to each client’s business goals and industry dynamics to drive measurable improvements in visibility and optimization.
• Guide clients through onboarding, education, and adoption journeys—ensuring high engagement, retention, and satisfaction.
• Conduct quarterly business reviews and content strategy sessions focused on optimizing content visibility, organic growth, and AI-discovery performance (ChatGPT, Perplexity, etc.).

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