Customer Success Manager

• Monitor and action client requests pertaining to the maintenance and optimization of their study-specific SC platforms and overall SC experience
• Work to resolve all client requests in a timely manner, continually keeping the client informed throughout the resolution process
• Be an expert in how to manage and resolve different query types
• Be an expert in using the essential Live Study toolset – Zendesk, JIRA, Salesforce, Business Intelligence Analytics (Tableau), Pendo reports
• Collaborate with team mates to best resolve new or complex client requests, updating the Live Study knowledgebase as appropriate
• Work with team mates to continually improve our ability to optimize the client experience e.g. maintaining knowledge articles, improving response process, improving the Live Study toolset
• Be an expert in the features and functionality of the SC platform from the perspectives of the three core stakeholder groups – study teams, site staff, and patients
• Communicate with clients promptly, professionally, and cordially.
• Encourage an environment where clients “get to know” the team
• Strive to achieve and exceed Live Study SLAs
• Prepare and distribute monthly Study Review reports and quarterly Account Review reports
• Present to clients at handover calls, from Implementation to Live Study
• Host ad-hoc client meetings to assist clients with troubleshooting, inquiries, and issue resolution

Client Success Associate

• Monitor and action client requests pertaining to the maintenance and optimization of their study-specific SC platforms and overall SC experience
• Work to resolve all client requests in a timely manner, continually keeping the client informed throughout the resolution process
• Be an expert in how to manage and resolve different query types
• Be an expert in using the essential Live Study toolset – Zendesk, JIRA, Salesforce, Business Intelligence Analytics (Tableau), Pendo reports
• Collaborate with team mates to best resolve new or complex client requests, updating the Live Study knowledgebase as appropriate
• Work with team mates to continually improve our ability to optimize the client experience e.g. maintaining knowledge articles, improving response process, improving the Live Study toolset
• Be an expert in the features and functionality of the SC platform from the perspectives of the three core stakeholder groups – study teams, site staff, and patients
• Communicate with clients promptly, professionally, and cordially. Encourage an environment where clients “get to know” the team
• Strive to achieve and exceed Live Study SLAs
• Prepare and distribute monthly Study Review reports and quarterly Account Review reports
• Present to clients at handover calls, from Implementation to Live Study
• Host ad-hoc client meetings to assist clients with troubleshooting, inquiries, and issue resolution

• Manage a team to create and execute CRM communications in the UK, & Ireland.
• Working closely with the CRM Planning team on the development of new ideas and the art of the possible.
• Lead workload planning process, delivering all scheduled work to agreed SLAs.
• Proactively monitor the quality and reliability of content post build.
• Establish a strong relationship with the CRM team, Planning team and Creative Studio.
• Lead a team of CRM Executives developing work plans which align to the team goals, helping them devise personal development plans and providing ongoing guidance and support.
• Deliver case studies and presentations to share knowledge and raise the profile of the team across the marketing department and wider business.
• Regularly sharing plans and learnings with the Betfair and Sky Betting & Gaming teams to see what can be reapplied across brands.
• Champion culture of continuous improvement, role modelling the use of all available marketing technology to drive continuous improvement.
• Work with the Head of Paddy Power CRM to pilot the use of new technology and approaches e.g. on Moveable Ink to optimise campaigns and roll out across teams as appropriate.
• Seek opportunities for automation and scale, co-ordinating a breadth of teams to implement.

CRM Creation & Innovation Manager

• Serve as the primary post-sales point-of-contact for Nitro’s portfolio of Enterprise business customers
• Drive engagement & adoption to cultivate customer partnerships
• Own customer satisfaction and retention among a portfolio of business accounts
• Proactively identify customer health risks, and effectively leverage internal teams to mitigate non-renewal (churn) risk
• Partner with sales to identify expansion and up-sell opportunities in the post-sales cycle

Enterprise Customer Success Manager

• Own the end-to-end lifecycle for your book of business, driving successful renewals through proactive planning, forecasting, and negotiation
• Build and execute renewal strategies 90–120 days in advance, identifying risks early and partnering cross-functionally to ensure seamless execution
• Develop strong relationships with key stakeholders, aligning on measurable success metrics and desired business outcomes
• Monitor product usage and engagement, proactively addressing adoption gaps to ensure customers realize clear ROI
• Lead business reviews and strategic check-ins to reinforce value, strengthen alignment, and surface growth opportunities
• Identify and mitigate churn risk using data-driven insights, executing mitigation plans and escalating when necessary
• Maintain clear documentation of account health, risks, and blockers while advocating for customer needs and sharing feedback internally

• By building strong customer relationships and act as the Wrike advocate to our customers throughout their Wrike journey
• By partnering with customers to establish clear business goals, timelines, priorities and metrics of success. (executing success plans & EBRs)
• By creating, executing and managing comprehensive engagement and communication strategies that proactively ensure customer ROI and NET MRR growth.
• By serving as the Wrike subject matter expert (SME) in providing guidance and addressing challenges on work management to customers
• By being a Team Player. You’ll be collaborating with multiple teams on a regular basis (Sales, Professional Services, Support, Product, etc) and will help to build the CS “brand” across our entire organization
• By monitoring your entire book of business and work towards targets, leveraging key account metrics to identify areas of opportunity as well as managing churn avoidance.
• By maintaining and leveraging our Customer Success Management platform to maintain detailed customer centric actions and communication plans
• By leading end-to-end Success Plan execution, connecting customer objectives to measurable outcomes, and holding accountability for delivering and evidencing value over time.

CSM Manager, German – Maternity Cover

• Develop and implement strategies for the EMEA Customer Success organization.
• Lead and develop a team of CSMs across the EMEA region.
• Partner with Sales, Solutions Engineering, and Professional Services for customer onboarding.
• Drive executive relationships with key customers, gathering feedback for product improvements.
• Build and refine a KPI/OKR system for data-driven decisions; monitor customer health metrics.
• Drive retention and expansion across a multi-million dollar book of business.
• Use customer success management platforms to streamline processes.

Head of Customer Success

• Maintain a deep understanding of the company's products and underlying technology (salesforce.com platform) to effectively advise and educate customers on how to best leverage the features of the platform.
• Develop and maintain strong relationships with the assigned customers, serving as the main point of contact for any questions, issues, or requests.
• Continuously monitor customer usage and engagement to identify potential issues or opportunities for upselling and expansion of services.
• Provide training and guidance to ensure a smooth and successful onboarding experience.
• Address and resolve customer concerns or problems in a timely and effective manner, working closely with cross-functional teams when necessary.
• Gather feedback from customers and relay it to relevant departments within the company to drive product enhancements.
• Provide regular reports and updates on customer health, satisfaction, and progress towards their goals to internal stakeholders.

• Onboard new customers across EU markets, guiding them through setup and training
• Support customers via email, chat, video and in person—especially where language or local context matters
• Build long-term relationships by proactively engaging with your assigned accounts
• Monitor account health, usage, and risks
• Help operators get more value from Stora, surfacing opportunities and promoting key features
• Use tools like HubSpot, Notion, and Stripe to track progress and inform decisions
• Partner with Product, Sales, and Support to improve customer experience and drive roadmap priorities

See all jobs on JobTailor

Client Success Associate

Client Success Associate

CRM Creation & Innovation Manager

Enterprise Customer Success Manager

Customer Success Manager

CSM Manager, German – Maternity Cover

Head of Customer Success

Customer Success Manager

Customer Success Manager, Multilingual – EU Markets