Customer Success Manager

• Own post-sale success for a portfolio of customers, serving as the primary point of contact.
• Build trusted relationships with customer stakeholders, understand their goals and timelines, and align Oura's capabilities to what success actually looks like for their team.
• Drive adoption, engagement, and retention by ensuring customers realize clear value from Oura’s products and services.
• Lead specialized onboarding for research teams, managing deployment logistics for study participants and ongoing lifecycle execution in partnership with Sales.
• Monitor account health, proactively identifying risks, renewal needs, and expansion opportunities.
• Collaborate cross-functionally with Sales, Enterprise Support, Product, and Operations to deliver a seamless customer experience.
• Apply an understanding of research environments — including data privacy considerations (GDPR/HIPAA) and stakeholder structures — to tailor your approach for each customer.
• Manage multiple customer initiatives with strong execution, clear communication, and sound project management.
• Capture and share customer insights to inform product and process improvements.
• Maintain accurate account records and engagement data in CRM and internal systems.
• Own post-sale relationships for a portfolio of customers and/or partners, serving as the primary point of contact for ongoing success.

Customer Success Manager, Research

• Act as the designated point of contact for customers, building strong, enduring relationships throughout customer lifecycle.
• Achieve and/or exceed established revenue targets by retaining and renewing Cengage customers.
• Develop and implement tailored success plans that align with customer goals and increase product usage.
• Provide proactive training and guidance aligned with customer objectives, standard methodologies, and usage data.
• Advocate for customers during the resolution of high-severity issues, ensuring timely and effective outcomes.
• Conduct regular health checks to assess value realization and identify opportunities for growth.
• Analyze customer data to uncover risks, renewal challenges, and upsell opportunities.

Customer Success Consultant

• 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.

Strategic Customer Success Manager

• Own executive-level relationships for strategic healthcare client accounts.
• Lead quarterly business reviews, renewal discussions, and ongoing executive engagement.
• Proactively monitor client health, adoption, satisfaction, and retention trends.
• Partner cross-functionally with Sales, Product, Operations, and Support teams to deliver seamless client experiences.
• Identify growth opportunities while mitigating client risks and driving long-term retention.
• Travel up to 25% as needed.

Director, Client Success

• Perform and support plan changes
• Perform ID card facilitation
• Complete necessary reporting (scheduled, ad-hoc)
• Conduct inbound phone calls
• Complete assigned invoices and group terminations
• Complete documentation requests
• Serve throughout the implementation process
• Facilitate and participate in external-facing meetings
• Oversee prior authorization and accessibility processes
• Conduct inbound phone calls for member support
• Oversee resolution of claims issues
• Perform manual eligibility adds and terminations
• Service warranties as assigned

Client Experience Manager

• Develop systems to track new implementations and customer health
• Define metrics, tooling, and reporting standards for measuring customer health
• Lead and coordinate complex onboarding projects
• Drive adoption by developing and conducting customer training
• Manage account-level risks and coordinate internal issue resolution
• Identify expansion opportunities during customer interactions
• Develop and deliver progress reports on customer health and project status
• Coordinate with internal/external stakeholders for product feedback and issue resolution

• Assist Services team in supporting K-12 district partners throughout the school year
• Help coordinate meetings, track customer goals, and maintain account documentation
• Respond to customer inquiries and ensure timely follow-up or escalation as needed
• Track tasks, timelines, and deliverables across customer success and benchmark services workflows
• Assist in the coordination of K-12 benchmark assessment cycles, including setup, scheduling, and readiness checks
• Support the customized assessment planning process by helping gather district checklists and assessment schedules
• Monitor assessment windows and help ensure districts are prepared for successful administration
• Assist with benchmark support and help troubleshoot basic benchmark issues
• Maintain internal systems, documentation, and trackers to ensure accurate and up-to-date information
• Support cross-functional coordination with Product, Content, and Services teams
• Identify and escalate risks or delays that could impact customer experience or assessment timelines
• Maintain documentation, templates, and standard operating procedures
• Assist in improving workflows and identifying opportunities for greater efficiency
• Provide general administrative and operational support to both Customer Success and Benchmark Services teams
• Assist in preparing summaries or materials for customer meetings and internal reviews
• Leverage collaboration tools (e.g., Google Workspace, Microsoft Office, Adobe, Slack, FreshDesk, proprietary software) to support workflows (e.g., customer communication, internal tracking, assessment management) and documentation

K-12 Customer Success Specialist

• Provide premium client support through account management, denied claim recovery, and complex claims investigations to assigned clients
• Build and manage ongoing professional relationships with clients and stakeholders
• Ensure we maintain relationships at multiple levels within the client
• Provide insights to help drive consistent account placements from assigned clients
• Identify cross-selling opportunities for other Aspirion service and coordinate efforts with assigned sales executive
• Organize training for clients by assessing their needs and communicating with both client and Aspirion departments
• Communicate with clients to resolve escalated processing/protocol issues
• Conduct monthly operational reviews and quarterly business reviews with clients, on site if client preference
• Handle client complaints, provide appropriate solutions and alternatives within appropriate time limits; follow up to ensure resolution
• Communicate with internal departments to assist in resolving client issues, tracking the interactions using the internal systems provided
• Provide regular updates to clients regarding Aspirion’s contribution to their revenue
• Analyze trends and report on key performance indicators
• Identify and assess client needs to exceed expectations
• Interact with staff at all levels, sometimes under pressure; remain flexible, proactive, resourceful, and efficient, with a high level of professionalism and confidentiality
• Maintain HIPAA certification and compliance
• Provides client with feedback of systemic account issues
• Draft and send client visit memo to client detailing issues discussed and resolved during visits
• Include Aspirion success stories in memo
• Ensures any account projects are being worked in a timely fashion (e.g., provider relations spreadsheets, billing projects, etc.)
• Creates process for obtaining information and resolving issues with clients
• Create Processes and Protocols document for Aspirion Team to follow and review
• Requests system access credentials and assist with system access issues
• All other duties as assigned to maintain company standards and client protocols
• Performs other related duties as assigned

Client Success Manager

• Manage a portfolio of customers across their full lifecycle—from onboarding and adoption through retention and growth.
• Help customers realize maximum value from their OneStream investment.
• Act as the primary advocate for your customers, understanding their unique business objectives.
• Build deep relationships with key stakeholders, proactively address their needs, and deliver tailored solutions to drive customer satisfaction and success.

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