Customer Success Manager

• 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

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Manager, Enablement & Operations – Customer Success

• Partner with the respective Territory Manager on sales strategies to maximize revenue with assigned and prospective accounts.
• Answer incoming calls from assigned accounts to take sales orders and/or handle customer service issues.
• Initiate proactive calls to established accounts in order to grow sales revenue and develop customer loyalty.
• Assist accounts in the research and purchase of items that are both stocked and non-stocked by Animal Health and manufacturer partners.
• Deliver excellent customer service by communicating with purchasers and utilizing reference materials, as needed, to follow through with accounts.
• Assist accounts with questions or concerns while maintaining a professional and friendly attitude.
• Assist accounts with the return of incorrect or damaged merchandise within established guidelines.
• Attend weekly sales meetings to keep informed on new products and changes within the industry.
• Process orders for assigned territory.
• Monitor backorder status for accounts.
• May gather information regarding assigned territory or accounts and share necessary information with TM partner.
• Contact accounts to gather information, offer appropriate specials and programs, and communicate industry information related to the account and the company.
• Support general queue sales calls.
• Minimal travel requirements.

Customer Engagement Representative

• Engage with your customers through regular calls, business reviews and daily needs
• Monitor and manage adoption metrics to ensure customers are utilizing the full Axon platform
• Create success plans for your customers and document customer progress toward established goals and results
• Manage escalations closely, acting as the quarterback for all critical issues and ensuring multiple internal teams are aligned
• Communicating major milestones and updates to Sr. Leadership on a regular basis
• Work closely with Axon’s marketing and training teams to conduct regular training webinars and calls
• Develop a deep understanding of Axon’s product line and ensure proper implementation in every customer’s environment
• Learn and share industry best practices in order to solve customer needs

Senior Customer Success Manager

• Build strong relationships with customers, understanding their goals and ensuring they are met through the platform
• Conduct regular check-ins to monitor usage and overall satisfaction
• Act as the primary point of contact for a portfolio of customers
• Respond to support requests in a timely and professional manner
• Troubleshoot issues and coordinate with the product team when necessary
• Maintain records of customer interactions and feedback
• Monitor usage and identify churn risks early, addressing them with tailored support
• Identify upsell and renewal opportunities and collaborate with the sales team to execute them
• Provide customer insights to product and engineering teams to help shape product direction
• Share trends, wins, and blockers with the broader customer success and sales teams

• 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

• Collaborate with the sales and implementation team on account strategy for assigned customers.
• Provide exceptional customer engagement to ensure customers maximize the value of our digital product.
• Learn and discover the needs/goals of administrators, faculty, and students of partnership accounts.
• Translate the needs/goals of key stakeholders into a Customer Success plan.
• Organize, document, and refine customer data throughout the partnership.
• Manage and take point on issues as the customer advocate.
• Conduct training focused on elevated customer product value driven conversations.
• Develop innovative solutions to meet customers' business needs.

Enterprise Customer Success Manager – Nursing Health Education

• Working closely with administrators, faculty, and students of our partnership accounts to learn and discover their needs/goals
• Translating the needs/goals of key stakeholders into a Customer Success plan
• Organizing, documenting, and refining customer data throughout the partnership
• Managing and taking point on issues, as the customer advocate
• Using teaching skills that support customer onboarding plans
• Conducting training with elevated customer product value driven conversations
• Providing customer with high-level service and develops innovative solutions to meet customers' business needs

Enterprise Customer Success Manager, Nursing Health Education

• 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

• 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

• Build long term relationships with customers
• Ensure timely renewals, participate in legal negotiations.
• Serve as customers’ trusted advisor and partner with sales, professional services, legal, finance, engineering, and other teams to advocate solutions.
• Develop and own customer success strategies, account plans, and best practices.
• Become proficient in our product and be able to perform setup tasks for customers.
• With a focus on growth and expansion, own the renewal process of key enterprise accounts.
• Primary point of contact for customer support.
• Run and provide performance reports to key clients on a quarterly and annual basis.
• Coordinate and manage customer escalations.
• Keep customer executives and business appraised of progress; make sure of timely progress towards resolution; report and escalate issues internally.
• Be the customer's advocate and represent customers' needs and perspective internally to ensure continued product utilization and expansion.

• Establish yourself as a trusted, strategic advisor to clients
• Manage and nurture a portfolio of clients, guiding them through the full customer journey
• Proactively monitor and improve client health using tools like Gainsight
• Design, deliver, and support scalable client engagement and education
• Serve as the voice of the customer internally, collaborating with various departments
• Support client growth and continuity, building relationships with new administrators
• Drive cross-functional collaboration coordinating with internal teams
• Maintain deep expertise in Foundant products and best practices

Client Success Consultant – Grants and Scholarships

• Serve as the primary point of contact for assigned clients and promptly respond to all client inquiries
• Engage in regular client interaction via e-mail, conference calls, and in-person visits
• Interface with assigned client service staff to ensure appropriate preparation and presentation of client deliverables
• Proactively identify potential problems with client performance
• Ensure all appropriate resources are available and utilized effectively
• Monitor, evaluate, and report on billing effectiveness/cash flow

Client Success Manager

• Acts as the key point of contact for assigned health plans.
• Facilitates Health Plan meetings to address escalated issues.
• Tracks client issues that require research/investigation & coordination to reach resolutions.
• Collaborates with internal resources to resolve client issues.
• Uses data and facts to identify and solve a range of problems for assigned health plans.
• Delivers effective and time sensitive verbal and written communications to internal and external audiences.
• Assesses the needs of health plan partners and helps define and implement necessary changes to services/management processes.
• Partners with internal groups to ensure effective and efficient end-to-end problem-solving.
• Collaborates with matrix partners and other internal resources to resolve escalated, complex, and sensitive provider issues.
• Delivers effective verbal and written communications appropriate to internal and external audiences.
• Plan, coordinate, and host client and internal meetings.
• Regular cadence data and reporting responsibilities.

Client Experience Manager

• Responsible for growing revenue for a book of business that includes multiple strategic accounts and/or
• Demonstrates consistent growth/predictability in assigned book of business
• Drive success for ACI customers with fast, simple, and secure payments, from around the world.
• Consult customers on their journey to optimize their payments program through
• adoption/renewal/expansion of ACI solutions.
• Communicate/negotiate commercial and high-level technical interactions to deliver positive outcomes.
• Understand customers' business challenges and industry trends to consult on how ACI can support their
• objectives and influence their roadmap.
• Serve as a trusted advisor to customers establishing, maturing, and executing their payment strategies.
• Function as a customer's single point of contact with ACI, while coordinating/collaborating within ACI
• teams to deliver on customer commitments and experience.

• Support the Sales organization with a variety of Sales Operations and CRM-related tasks, including reviewing, analyzing, and fulfilling business support requests
• Collaborate with cross-functional stakeholders to gather requirements, recommend solutions, and implement Salesforce enhancements aligned to business needs
• Design, build, and maintain Salesforce automations and process improvements, including flows, validation rules, approval processes, and other declarative tools
• Configure Salesforce to support business processes, including custom objects, fields, page layouts, record types, and security settings
• Assist with Salesforce administration activities, including user access support, territory alignment, account setup, and sales crediting requests
• Develop, maintain, and deliver standard and ad hoc reports, dashboards, and analytical insights to support decision-making and identify trends, risks, and opportunities
• Ensure data quality, accuracy, and integrity across Salesforce through monitoring, validation, and data management activities
• Support and troubleshoot day-to-day Salesforce issues, working with users to resolve problems efficiently and effectively
• Monitor system performance and existing processes to identify opportunities for optimization, scalability, and continuous improvement
• Stay current with Salesforce releases, features, and best practices; proactively recommend enhancements that improve business outcomes
• Create and maintain system, process, and technical documentation to support knowledge transfer, audit readiness, and long-term platform sustainability
• Participate in Jira-based work management using Copado, including UAT testing and, when assigned, implementing changes and promoting them through Salesforce environments

CRM Analyst

Senior Specialist, Customer Success

• The Customer Success Engagement Manager plays a high-impact role in managing strategy and product utilization across the CE product portfolio.
• They serve as a trusted advisor for our largest and most strategic accounts and are responsible for optimizing customer outcomes to ensure alignment with the client’s clinical, operational, and strategic goals.
• They ensure strategic customer relationships are established and strengthened, drive product adoption and ensure utilization goals are achieved to maximize value realization.
• They work directly with Sales Account Managers to ensure that customer needs are identified and satisfied, that expectations are met and exceeded and that renewals are achieved.

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