Customer Success Manager

• **What you will do**
• - Own base revenue retention across your assigned portfolio, proactively managing renewals and long‑term account health
• - Build and maintain trusted relationships with stakeholders across operational, technical, and executive levels
• - Measure and monitor customer health, usage, and risk signals; create and execute success or recovery plans as needed
• - Lead high‑impact customer engagements, including executive business reviews, account planning, and renewal discussions
• - Identify and articulate new customer challenges and collaborate with Customer Growth and Sales teams to surface expansion opportunities (CSQLs)
• - Develop deep expertise in GBG’s solutions and clearly demonstrate how they support customer business outcomes
• - Guide customers through best‑practice product adoption aligned with their goals and regulatory requirements
• - Analyze usage trends, volumes, and performance data to identify anomalies, risks, or optimization opportunities
• - Partner closely with Support and Product teams to resolve issues, surface trends, and influence roadmap priorities
• - Operate cross‑functionally to advocate for customers and drive alignment across GBG
• - Continuously identify opportunities to improve efficiency, scalability, and the overall customer experience
• - Leverage emerging technologies, including AI and automation, to enhance engagement and value delivery
• Note: Strategic CSMs will spend more time in executive‑level engagement, complex escalations, and high‑volume operational oversight, while Enterprise CSMs will focus on portfolio‑level impact, scalability, and growth across a broader customer set.

• 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

• 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

• 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

• Ensure the client has the best understanding of our platform, technical capabilities, and know how to enable their success, while learning about their unique business needs and how they align with future product development at Breezeway.
• Accelerate new user adoption through functional and conceptual instruction and provide ongoing education on new features.
• Maintain continuous engagement with clients to increase value and build confidence in the product.
• Drive further adoption and identify upsell opportunities.
• Identify business churn risks early, and create action plans to circumvent them.
• Develop strategies for engagement, adoption, and success planning, by analyzing data and client feedback. Further drive value by identifying additional upsell and cross-sell opportunities.
• Represent the voice of the client internally, and provide feedback that enables continuous development and improvement of how we do business.
• Apply a solution-oriented approach to meeting client needs, and escalate client issues quickly.

Client Success Manager

• Own a portfolio of enterprise grocery retail accounts on Storefront Pro; build strong relationships with retailer stakeholders to drive adoption, expansion, and renewals across web, app, and omnichannel experiences.
• Serve as a trusted advisor to retail digital, marketing, and operations leaders — providing strategic guidance on e-commerce program growth, change management, and value realization across the full platform.
• Support end-to-end platform launches, success metrics, milestones, and risk mitigation plans.
• Maintain and refine playbooks, account health scoring, and QBR cadences; forecast account health and surface voice-of-customer insights that inform Storefront Pro's product roadmap and prioritization.
• Lead resolution of cross-functional escalations spanning platform, integrations, catalog, and fulfillment operations; contribute to post-mortems and implement preventative improvements.
• Quantify ROI (e.g., year-over-year online sales growth, basket size, conversion rate, retail media revenue) and present outcomes to retailer stakeholders; support multi-year commercial strategies and platform expansion conversations.
• Help retailers unlock the full value of the Storefront Pro ecosystem — including, loyalty and coupon integrations, AI-powered personalization, and merchandising tools.
• Travel up to 30% for onsite retailer visits, launch support, and partner meetings as needed.

Senior Customer Success Manager, Storefront Pro

• Ensure the client has the best understanding of our platform, technical capabilities, and know how to enable their success, while learning about their unique business needs and how they align with future product development at Breezeway.
• Accelerate new user adoption through functional and conceptual instruction and provide ongoing education on new features.
• Maintain continuous engagement with clients to
• Increase value and build confidence in the product by providing ongoing education on new features and products.
• Drive further adoption.
• Identify upsell opportunities.
• Identify business churn risks early, and create action plans to circumvent them.
• Develop strategies for engagement, adoption, and success planning, by analyzing data and client feedback. Further drive value by identifying additional upsell and cross sell opportunities.
• Represent the voice of the client internally, and provide feedback that enables continuous development and improvement of how we do business.
• Apply a solution-oriented approach to meeting client needs, and escalate client issues quickly.

Client Success Manager, Spanish

• Drive measurable customer outcomes through disciplined program management
• Ensure customers realize verified value from purchased solutions
• Mobilize internal resources for effective cross-functional leadership
• Identify risks early and build structured recovery plans

• 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

• Develop a trusted advisor relationship with partners, and proactively engage with them to identify needs, ensure successful delivery of appropriately customized solutions, and maintain high client satisfaction
• Lead new partner and program onboarding by leveraging an implementation team, composed of internal experts and other vendors contracted by the client
• Exceed revenue objectives by setting and meeting goals for student enrollment and persistence, and client renewals
• Measure, evaluate, and report on progress against leading indicators, and take ownership of challenges and opportunities by recommending strategy changes and implementing solutions
• Play a key role in removing barriers and friction for adult learners, and ensure the ongoing appeal and accessibility of partner programs by soliciting feedback from students and other stakeholders, and carefully monitoring the student experience, including performance and achievement
• Create business reports and reviews to clearly communicate progress, forecasts, and improvement opportunities
• Design and streamline processes and procedures to enable the scalability of ReUp’s account management approach and capabilities

Director of Partner Success

• Own a portfolio of enterprise retail accounts using Caper's in-store AI solutions; build strong relationships with retailer stakeholders to drive adoption, expansion, and renewals.
• Serve as a trusted advisor to retail managers, directors, and cross-functional counterparts, providing strategic guidance on store operations, change management, and value realization.
• Support end-to-end deployments—from pilot design through regional or nationwide scale—partnering with product, engineering, sales, and field operations; contribute to success metrics, milestones, and risk mitigation plans.
• Maintain and refine playbooks, health scoring, and QBR cadences; forecast account health and surface voice-of-customer insights that inform product roadmaps and prioritization.
• Lead resolution of cross-functional escalations spanning hardware, software, and store operations; contribute to post-mortems and implement preventative improvements.
• Quantify ROI (e.g., labor savings, throughput, basket size) and present outcomes to retailer stakeholders; support multi-year commercial strategies and expansion conversations.
• Travel up to 30% for onsite store visits, pilot support, and partner meetings as needed.

• Manage a high-revenue book of business, driving growth and long-term retention across your merchant portfolio.
• Collaborate with internal leadership and teams to continuously improve and innovate the merchant experience.
• Source and close expansion deals within your merchant book of business.
• Manage contractual negotiations & renewals to secure long-term partnerships with our top merchants.
• Partner cross-functionally with internal stakeholders to continuously improve the merchant experience.
• Analyze merchant supply chains to identify performance opportunities, operational efficiencies, and risk mitigation strategies.
• Conduct quarterly business reviews, in-person, when possible, to build trusted and lasting relationships at all levels of the merchant business.
• Apply data and analytics to inform decisions, identify trends, and recommend strategic actions.
• Additional duties and responsibilities as necessary.

Lead Merchant Success Manager

• 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

• Lead, manage and develop a high-performing team, fostering a culture of customer-centricity, accountability, and continuous improvement while remaining actively engaged in execution
• Own customer optimization including the implementation of new workflows, guiding teams through workflow discovery, solution design, and change management, and stepping in directly to ensure successful delivery and measurable impact at go-live
• Drive a strong focus on customer outcomes, product adoption, and overall experience, aligning team efforts to achieve departmental and organizational goals
• Partner with customers to prioritize, design, and optimize workflows, balancing strategic oversight with hands-on involvement to improve both new and existing processes
• Build and maintain trusted relationships with customer stakeholders, serving as a product subject matter expert internally and externally and ensuring long-term success and ROI
• Monitor product usage and performance data, proactively engaging customers and teams to deepen adoption, validate outcomes, and address gaps in real time
• Design, scale, and execute training and enablement programs for both customers and internal teams, ensuring consistent adoption of product features and evolving workflows
• Establish and continuously improve scalable implementation, training, and support processes, including documentation and collateral, to drive consistency and efficiency
• Ensure customer success excellence by enforcing best practices, clarifying complex issues, and coordinating cross-functional resources to accelerate resolution
• Own account program plans, driving prioritization, alignment, and accountability while actively removing barriers to keep initiatives on track
• Lead and deliver regular business reviews with customer champions and executive stakeholders, highlighting value, tracking progress against success metrics, and identifying opportunities to expand impact
• Act as a cross-functional leader by translating customer insights into action—partnering with Product to refine the iQueue for Inpatient Flow suite and collaborating with Marketing to build scalable case study programs
• Champion customer feedback loops and community engagement, helping to influence roadmap decisions, elevate best practices, and share customer success at scale

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