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 post-sale owner for onboarding, adoption, retention, and long-term value realization of the Medicine Supply Map across pharmaceutical manufacturers, distributors, health systems, and government agencies.
• Build and maintain strong relationships with key stakeholders across commercial operations, sales, supply chain, and executive leadership teams.
• Lead strategic account planning, including defining success plans, aligning MSM capabilities to customer objectives, and identifying expansion opportunities.
• Drive adoption by operationalizing MSM within customer workflows and establishing best practices for data-driven decision making.
• Facilitate regular business reviews, delivering insights and recommendations that demonstrate measurable value and support ongoing alignment.
• Develop and track customer health metrics, proactively identifying risks to adoption, engagement, or renewal.
• Partner with customers to integrate MSM insights with existing internal data sources (e.g., demand and market data) to enhance supply chain and commercial decision making.
• Provide subject matter expertise on supply chain visibility, market intelligence, and pharmaceutical industry dynamics to guide customer strategy.
• Collaborate cross-functionally with Sales, Product, and Data Science teams to advocate for customer needs and support long-term growth opportunities.
• Capture and report the voice of the customer to Product Management and leadership teams to inform roadmap priorities and continuous improvement.
• Support renewal and expansion efforts through clear value articulation, stakeholder alignment, and mitigation of adoption risks.

Senior Customer Success Manager, Medicine Supply Map

• 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)

• Lead new customer onboarding, delivering engaging and effective training to ensure a smooth adoption experience.
• Maintain ongoing customer relationships through check-ins, guidance, and best practices to maximize platform value.
• Serve as the voice of the customer, relaying valuable insights and feedback to internal teams to inform product improvements.
• Foster long-term partnerships that drive customer satisfaction, loyalty, and account expansion.
• Serve as Tier 1 support for customers, resolving issues and escalating complex cases to internal teams for prompt resolution.

Associate Customer Success Manager

• 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

• 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.).

Enterprise Customer Success Manager

• Identify and build new business
• Reframe the client’s thinking and build consensus for Microchip’s solutions
• Utilize Microchip’s Client Engagement Process to drive design wins to revenue at select target clients
• Use insight and consultative selling techniques to teach customers about their industry
• Drive the company business relationship with the assigned clients
• Identify the key client stakeholders and coach those stakeholders to build consensus
• Contribute and participate within a global team environment
• Communicate effectively with Microchip product divisions providing quantifiable feedback and ROI

Principal Client Engagement Manager

• Respond to user inquiries via email, chat, and social media channels in a timely and professional manner
• Troubleshoot issues related to offers, account access, and platform navigation
• Escalate complex issues to the appropriate team with full context and documentation
• Maintain detailed records of user interactions in our support CRM
• Identify recurring issues and report patterns to the product team
• Contribute to the help center by writing and updating FAQ articles
• Deliver consistently high CSAT scores through genuine, solution-focused support

Customer Success Specialist

• Take hands-on ownership of customer implementations
• Serve as the functional liaison between product engineering teams and customer delivery teams
• Manage communications across multiple stakeholders
• Support customers in leveraging UiPath's agentic AI capabilities
• Partner closely with Technical Account Managers (TAMs)
• Define and drive the client's automation strategy

Customer Success Manager – DOD/DOW

• Serve as the dedicated CSM and primary point of contact for a single, high-complexity strategic partner organization spanning multiple providers and states, owning the full customer relationship across software and services.
• Manage relationships at every level of the customer organization, from executive sponsors and program leadership at the umbrella level to department leads, site administrators, and end user staff across each provider location.
• Lead and manage a complex, phased platform implementation spanning multiple provider organizations across multiple states, including:
• Multi-phase project planning, milestone tracking, and cross-functional coordination across internal teams (integrations, technical support, product) and customer stakeholders
• Site-by-site rollout planning and go-live sequencing across provider locations and states
• Platform configuration and customization across multiple sites and user groups
• Quality assurance (QA) and go-live readiness validation per site
• Training, onboarding, and adoption support for end users across all provider sites
• Go-live achievement and post-launch stabilization, ongoing optimization and support
• Own the commercial health of the account, including renewal, upsells, and expansion opportunities across the umbrella organization and its member providers.
• Lead executive engagement, including regular cadence calls, Executive Business Reviews (EBRs), data-driven success reporting, and product updates tailored to the umbrella organization and individual providers.
• Collaborate closely with product and integrations teams to advocate for the customer’s needs, surface feedback, and contribute to roadmap priorities informed by real-world use cases.
• Monitor and drive customer success outcomes including adoption, product utilization, customer health, satisfaction, and measurable ROI, using data to guide proactive interventions and strategic recommendations.
• Travel to customer sites across multiple states is required to support in-person training, go-live events, and executive relationship development. Frequency will vary based on implementation phase and customer needs. Estimated 25-40% during active implementation phases.
• Contribute to the scaled customer experience vision by sharing learnings from this strategic engagement to inform playbooks, processes, and best practices for the broader CX team.
• Document interactions, feature requests, and customer feedback to inform roadmap and product development.
• Represent Customer Success in executive-level engagements and strategic initiatives.

Customer Success Manager – Strategic Accounts

• Define and evolve the end-to-end retention strategy across partner schools
• Identify and prioritize the highest-impact drivers of retention
• Translate strategy into clear initiatives, roadmaps, and measurable outcomes
• Ensure alignment between retention strategy and broader business priorities
• Analyze retention, persistence, and attrition trends across partner schools, cohorts, and student segments
• Identify key drivers of retention and disengagement, including academic, operational, and engagement factors
• Develop dashboards and reporting to provide clear visibility into retention performance and leading indicators
• Establish early warning indicators to proactively identify at-risk students and schools
• Lead a structured test → learn → scale approach to retention
• Develop and test hypotheses on key retention drivers (e.g., onboarding, engagement, academic experience, communication)
• Partner with schools and cross-functional teams to design and implement pilots
• Evaluate impact and scale successful interventions across partner schools
• Drive alignment on where to invest to improve retention outcomes
• Influence cross-functional priorities across Enrollment, Academics, School Operations, Product, and School Success
• Balance trade-offs and ensure focus on the highest-value initiatives
• Act as a strategic advisor to leadership on retention performance and opportunities
• Establish clear retention targets, metrics, and success measures
• Build and lead an operating rhythm (e.g., reviews, dashboards, performance discussions)
• Ensure accountability for retention outcomes across teams and schools
• Provide visibility into performance, risks, and opportunities
• Enable partner schools with insights, tools, and actionable guidance to improve retention
• Identify patterns and replicate best practices across the network
• Balance standardization with flexibility to meet local school needs
• Leverage analytics to inform strategy and decision-making
• Ensure retention insights are translated into clear actions and priorities
• Partner with analytics teams to enhance visibility into retention drivers and leading indicators
• Measurable improvement in student retention and persistence across partner schools
• Clear, prioritized retention strategy aligned to business goals
• Increased effectiveness of retention initiatives through testing and scaling
• Strong cross-functional alignment and accountability for retention outcomes
• Improved visibility into retention performance and drivers

Customer Success, Retention

• Work with some of the largest and most prominent brands, ensuring we deliver a dynamic, results-driven program.
• Leverage cutting-edge tools and a global support network to provide daily value.
• Establish a smooth customer journey and supply both near-term solutions and long-range strategies.
• Secure our customers’ success and build lasting relationships.
• Primary point of contact for large Brand Protection, Anti-Fraud, and Enforcement customers.
• Responsible for day-to-day tactical coordination and support.
• Assist the Strategic Account Manager with service renewal.
• Monitor and review tools and process utilized and recommend changes as appropriate.

Brand Protection Success Manager

• Target, prospect and sell by building strong relationships, exploring needs and uncovering purchasing opportunities with customers and supplier partners in an assigned territory.
• Develop insights that provide opportunities to educate customers to achieve purchasing optimization, and the implementation of best practices and recommendations.
• Achieve established targets and goals; report business results.
• Create and manage a robust sales pipeline by leveraging internal reports, databases and tools.
• Following the company’s deployment of Salesforce, maximize Salesforce utilization.
• Demonstrate personal ownership of the customer relationship through consistent communications, account management, and business reviews.
• Connect assigned clients with key Avendra supplier partners to aid clients in their procurement needs.
• Facilitate client’s official connection with suppliers and resolve any client issues.
• Schedule and conduct meetings mostly via phone, video and email with assigned Avendra clients, colleagues and partners.
• Meet and exceed metrics and sales targets to grow revenue in an assigned territory by articulating the features and benefits of suppliers and programs.
• Conduct continuous research and possess an understanding of Avendra’s broad supply chain offering and your assigned territory and clients.
• Train customers on Avendra’s website, suppliers, programs, and reports.
• Share industry and market insights, and present insights and innovative ideas and approaches with leadership to continuously improve customer satisfaction and ensure successful retention of accounts.
• Utilize Avendra’s CRM systems (Salesforce) as well as other data tools to manage an opportunity pipeline.
• Perform other duties as assigned.

Customer Success Consultant

• Aid company growth by nourishing, building, and growing relationships across a portfolio of clients
• Establish clear goals, milestones and metrics that you and the Customer will be working towards; periodically re-assessing and reviewing these with the Customer
• Understand and align with your clients business goals, most importantly using the Energage platform to help them in achieving those goals
• Work collaboratively with a variety of other departments, such as Onboarding and Support, Consulting Solutions, Partnerships, and Contracts to ensure ongoing customer satisfaction and retention
• Contribute to revenue generation through renewals and account expansion by identifying upselling opportunities for consulting services and cross-selling new products
• Completing regular checkpoints via phone and email, sending relevant marketing content, etc.

Customer Success Manager – Standard

• 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

• Lead, coach, and develop a hybrid team of CSMs through 1:1s, call reviews, deal/renewal reviews, and career development plans.
• Set clear expectations for customer engagement quality, documentation, and follow-through; reinforce accountability through measurable goals.
• Build team operating rhythms (standups, pipeline/portfolio reviews, enablement sessions) that support consistency in a hybrid environment.
• Drive consistent execution of the hybrid success motion (onboarding milestones, mid-contract health checks, and renewal planning paired with trigger-based outreach).
• Ensure each CSM maintains current success plans for priority accounts, including goals, adoption strategy, KPIs, and mutual action plans.
• Own renewal readiness across the team’s book of business: forecast outcomes, surface risks early, and coordinate renewal plays with Sales/Account Management.
• Guide escalation management for at-risk customers, ensuring crisp problem statements, internal alignment, and timely customer communication.
• Monitor customer health using product usage, support signals, and engagement data; translate insights into prioritized actions for the team.
• Maintain accurate forecasting for renewals and risk in CRM/CS tooling; ensure data hygiene, notes, and next steps are captured consistently.
• Report on team performance and customer outcomes to leadership (trends, risks, wins, and recommendations).
• Partner with Sales/Account Executives on account strategy, renewals, and expansion identification; ensure clean handoffs and aligned customer messaging.
• Collaborate with Support and Product to resolve recurring issues, influence roadmap with customer feedback, and improve self-service resources.
• Coordinate with Implementation/Professional Services to ensure customers achieve time-to-value and that onboarding is measurable and repeatable.

Manager, Customer Success

• Proactive Customer Communication: Demonstrating value, sharing thought provoking topics, and threat intel.
• Strategic Thinking: Identifying areas for growth and long-term success.
• Relationship Management: Establish and nurture strong relationships with key stakeholders.
• Customer advocacy: Encourage satisfied customers to become advocates, participating in case studies, testimonials and referrals.
• Analysis: Identify trends and areas for improvement through analysis of customer data.
• Continuous learning: Stay informed on industry trends, competitors and new technologies, continuously improving knowledge to better serve our customers.

• Serve as the primary strategic owner of the State Contract, ensuring program success across participating providers and state partners.
• Manage relationships with stakeholders across multiple levels including State agency leadership, executive sponsors, program administrators, provider executives and clinical leaders.
• Own full-stack customer success support across software, hardware, and services for the enterprise program.
• Lead large-scale program deployments and implementations including:
• Program planning and coordination
• Cross-functional collaboration with Product, Engineering, and Operations
• Platform configuration and readiness
• Quality assurance (QA)
• Go-live execution and post-implementation optimization
• Drive enterprise adoption and outcomes across the provider network.
• Deliver executive-level communications including quarterly business reviews (QBRs), performance reporting, and program updates.
• Partner closely with Product and Engineering teams to represent enterprise customer needs, capture feedback, and influence product roadmap priorities.
• Ensure strong program performance across key success metrics including adoption, program health, satisfaction, and measurable ROI.
• Lead and manage a team of 1–3 In-State Customer Success Managers supporting providers across the state.
• Serve as the first point of escalation for customer issues and help resolve complex provider challenges.
• Partner with the CCO on recruiting and hiring activities, including job description development, interview planning, and candidate evaluation.
• Onboard and train new In-State Customer Success Managers, maintaining and improving onboarding guides and enablement materials.
• Support the growth and development of team members through:
• Regular 1:1 meetings
• Performance reviews
• Individual development plans
• Coaching and mentorship
• Contribute to building a scalable Customer Experience organization capable of supporting continued enterprise and government program growth.
• Act as the internal program leader for the state partnership, ensuring alignment between customer needs and Impruvon’s strategic goals.
• Identify and implement operational improvements that scale the customer experience as enterprise programs expand.
• Lead and support upsells and expansion opportunities within the enterprise program.
• Document customer insights, feature requests, and program feedback to inform product development and roadmap planning.
• Represent Customer Success in cross-functional initiatives and executive-level strategic discussions.

Enterprise Customer Success Manager – State Program Lead

• 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.

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