Customer Success Manager

• Provides specialized business application management guidance and support for a functional area
• Responsible for requirements gathering through the application lifecycle
• Conducts business testing and supports business process documentation and user support of the application
• Provides approval and prioritization of technology changes deployments
• Develops and leads business application strategy roadmap
• Coordinates with key leaders to determine required capabilities
• Ensures appropriate risk controls are in place and adhered to guidelines and regulatory requirements
• Accountable for overall mapping of processes for application functions/features to support business objectives
• Responsible for risk and audit management and assessments
• Reviews requirements specifications and technical design documents to provide timely and meaningful feedback

FCRM Risk Business Application Analyst III

• Serve as the primary strategic partner for a dedicated book of 750 small to enterprise accounts
• Develop and maintain relationships at multiple levels within each account, including executive sponsors
• Leverage engagement data and account intelligence to anticipate customer needs
• Lead structured save efforts for at-risk accounts
• Own the full renewal cycle for your book of business
• Identify, document, and own expansion forecasts
• Develop and execute tailored adoption plans
• Align customer goals to PreVeil capabilities
• Cultivate customer advocates and reference accounts
• Leverage internal systems and AI tools to manage customer engagement

Senior Customer Success Manager

• Drives customer satisfaction, retention, and expansion with our current enterprise customers.
• Serves as a strategic advisor, ensuring they’re seeing measurable value, adopting new content and features, and growing with the platform.
• Partner cross-functionally to ensure the voice of the customer is heard across the company.
• Guiding new customers through their customer journey process efficiently.
• Communicating the benefits a customer gains from utilizing HTB and how HTB addresses a business challenge.
• Scheduling and conducting regular check-in meetings with customers.
• Maintaining accurate and up to date notes on customer health in internal tools (e.g. Hubspot, ChurnZero, etc).
• Examining usage data to pinpoint trends, opportunities and possible concerns, frequently employing analytics tools such as Tableau or Looker.
• Building and nurturing relationships of trust with Exec / senior stakeholders (e.g. buyer) and HTB power users / admins.
• Timely addressing of customer inquiries.
• Coordinating with internal teams to resolve customer issues effectively and ensure seamless customer experiences.
• Proactively identifying and addressing risks to customer satisfaction.
• Gathering actionable feedback from customers for product improvement.
• Identifying and capitalizing on opportunities for upselling and cross-selling.

• 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)

• Provide technical, educational, operational and sales support to assist the district in meeting Cardiac Rhythm Management (CRM) sales and customer service objectives
• Successfully completes CRM Field Technical Training – including online and field-based training
• Performs checks/interrogations of all CRM medical device systems post sign-off
• Supports implants of all CRM products post sign-off
• Provides on-call support as needed on evenings and weekends post sign-off
• Provide troubleshooting support as requested
• Assures completion of patient registration and any other required hospital documentation
• Helps manage consignment inventory and trunk inventory once obtained
• Provides additional inventory support to meet customer needs
• Maintains software on programmers throughout the district as directed
• Educates and trains physicians, hospital personnel and office staff on products or solutions for which training has been completed
• Assists with educating and training new Clinical Specialists and Sales Representatives post sign-off
• Partners with DSM, Sales Reps and DM to learn market dynamics and local customer motivations and needs; has a basic understanding of how Medtronic CRM products and solutions offer value to the customer
• Assists with obtaining customer POs throughout the quarter
• Stays up to date on new products, solutions and patient management offerings
• Completes all assigned training in a timely manner
• Performs other related duties as assigned

Clinical Specialist, Cardiac Rhythm Management, Philadelphia PA / Cherry Hill, NJ

• Executes independent testing of FCRM controls / systems for assigned businesses
• Develops testing documentation and results reporting
• Understands financial crimes risk and evaluates control effectiveness
• Completes various projects and initiatives within testing function

Senior FCRM Testing Analyst

• Own operational performance management for Direct Express cardholder servicing, including trend analysis, action planning, and follow-through to improve service levels and client outcomes.
• Lead vendor management activities (performance reviews, issue resolution, corrective actions) in partnership with internal stakeholders.
• Drive incident and problem management for operational events, including coordination of response, communication updates, post-incident reviews, and remediation tracking.
• Lead development and maintenance of operational documentation (runbooks, procedures, knowledge base) and ensure servicing teams are trained and prepared for changes.
• Build and deliver client-ready reporting and insights; support business reviews and governance routines with clear narratives and recommendations.
• Partner with product, technology, and risk/compliance stakeholders to evaluate operational impacts, escalate risks, and implement mitigations.
• Manage and track internal SLAs, ensuring adherence to service commitments, identification of performance gaps, and execution of corrective actions.
• Oversee settlement-related operational processes, ensuring accuracy, timeliness, reconciliation, and alignment with financial and regulatory controls.
• Monitor and manage operational file processes, including file intake, processing, validation, and issue resolution across systems and partners.

Client Experience Specialist

• 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

• Own the post-sale customer relationship, acting as the primary point of contact and strategic advisor.
• Lead onboarding, ensuring customers achieve early and sustained value.
• Develop and execute success plans, defining customer goals, value milestones, and measurable outcomes.
• Monitor customer health (usage, adoption, engagement, NPS), proactively addressing risks and driving retention.
• Deliver regular business reviews aligned to customer priorities, performance, and value delivery.
• Champion customer feedback, advocating for user needs and influencing product and service improvements.
• Partner with Account Managers to ensure seamless handovers, coordinated account strategy, and renewal alignment.
• Work with Product, Marketing, and other cross-functional teams to deliver an integrated customer experience.
• Surface and progress growth opportunities with Account Managers by identifying unmet needs and growth potential.
• Provide account insights, risk assessments, and strategic recommendations to the Regional Manager, Customer Success (RMCS).
• Contribute to customer advocacy initiatives including case studies, references, and user engagement programs.
• Maintain accurate customer documentation and activities in CRM and CS systems (e.g., Salesforce).
• Track and report metrics including adoption trends, renewal likelihood, and growth signals across the portfolio.
• Execute standardized customer success playbooks and contribute to the ongoing enhancement of CS processes.
• Identify workflow improvements to strengthen team efficiency and elevate the overall customer experience.

• Serve as the primary relationship owner for a portfolio of enterprise-level clients and develop trusted partnerships to understand investment objectives, operational priorities, and value creation strategies
• Anticipate evolving needs and identify opportunities for revenue expansion through product and/or service add-ons
• Track and monitor client health indicators to ensure high quality experience and long-term retention
• Work cross-functionally to identify opportunities to standardize technology, reporting frameworks, and best practices across multiple portfolio companies
• Maintain visibility into portfolio activity and proactively engage client base through strategic business reviews
• Prepare and deliver regular business reviews with executive stakeholders and portfolio company leadership
• Provide strategic recommendations aligned with portfolio growth, operational maturity, and investment timelines
• Ensure a seamless transition from implementation to post-live team structure and ensure adoption and retention protocols are in place
• Conduct regular cadence check-ins with stakeholders across a portfolio of clients and portfolio companies
• Identify opportunities and upsell across an enterprise client book of business ensuring alignment on client business goals and technology
• Partner closely with Implementation, Sales, Marketing, and Product teams to ensure alignment of client priorities

Enterprise Client 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

• Own the full post-sale journey for your portfolio - from onboarding and adoption through to renewal and expansion
• Drive platform adoption by engaging customers on the features and workflows that matter most to their business outcomes
• Lead regular business reviews and build tailored success plans that align customer goals with Coherent's capabilities
• Own renewals end-to-end, starting conversations 6+ months ahead of contract end to protect and grow ARR
• Identify expansion opportunities and partner with Sales to qualify and close them
• Act as the primary escalation point for critical issues, coordinating with Support and advocating internally on customers' behalf
• Build strong relationships with executive stakeholders and develop customer advocates for case studies and referrals
• Use health scores, usage data, and commercial signals to prioritise your time across the portfolio.

• Partner Relationship Management: Build and maintain trusted relationships with partner stakeholders. Learn their organizational priorities, communication styles, and objectives to ensure every interaction progresses the partnership.
• Strategic Discovery & Planning: Conduct structured discovery to understand each partner’s goals, challenges, and desired outcomes. Develop and execute actionable success plans aligned with both partner and Instructure objectives.
• Pipeline Growth & Expansion: Proactively identify growth opportunities. Collaborate with Sales to support pipeline generation and advance non-renewal booking opportunities.
• Renewal & Risk Management: Own the renewal forecast for your book of business. Track account health, flag risks early, build mitigation plans, and keep forecasts up to date based on data, usage, and partner sentiment.
• Product Adoption & Optimization: Work with internal teams to ensure best practices and sustained engagement with Instructure solutions.
• Cross-Functional Collaboration: Collaborate across Sales, Product, Support, and Marketing to deliver a seamless partner experience. Communicate partner context and needs clearly to key stakeholders.
• Reporting & Governance: Maintain accurate documentation, meeting notes, and system updates. Keep forecasts, partner records, and governance processes current.

Partner Success Manager

• Provide technical, educational, operational and sales support to assist the district in meeting Cardiac Rhythm Management (CRM) sales and customer service objectives
• Successfully completes CRM Field Technical Training – including online and field-based training
• Performs checks/interrogations of all CRM medical device systems post sign-off
• Supports implants of all CRM products post sign-off
• Provides on-call support as needed on evenings and weekends post sign-off
• Assures completion of patient registration and any other required hospital documentation
• Helps manage consignment inventory and trunk inventory once obtained
• Provides additional inventory support to meet customer needs
• Maintains software on programmers throughout the district as directed
• Assists with managing daily coverage logistics as needed
• Educates and trains physicians, hospital personnel and office staff on products or solutions for which training has been completed
• Assists with educating and training new Clinical Specialists and Sales Representatives post sign-off
• Partners with DSM, Sales Reps and DM to learn market dynamics and local customer motivations and needs; has a basic understanding of how Medtronic CRM products and solutions offer value to the customer
• Assists with obtaining customer POs throughout the quarter
• Independently identifies customer needs and opportunities and provides feedback to Sales Rep(s) to support sales objectives
• Stays up to date on new products, solutions and patient management offerings
• Completes all assigned training in a timely manner
• Performs other related duties as assigned

Clinical Specialist, Cardiac Rhythm Management

• 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

• Build strong relationships with key stakeholders at educational institutions, understanding their goals and aligning our solutions to meet their needs.
• Collaborate with the Implementation team to guide new customers through the onboarding process, ensuring they have the resources and support for a smooth start.
• Monitor customer health metrics and usage data to proactively address challenges, identify growth opportunities, and ensure high levels of satisfaction.
• Conduct regular strategic implementation cadence calls, business reviews, and training sessions with customers to foster engagement and address their evolving needs.
• Collaborate with Sales, Implementation, Support, Marketing and Product teams to resolve issues, implement feedback, surface testimonials and case studies, and continually enhance the customer experience.
• Create and share best practices, resources, and playbooks to improve product usage and empower educators and administrators.
• Drive retention and renewals by demonstrating the ongoing value of our solutions, identifying upsell opportunities, and mitigating any potential churn risks.
• Act as a voice of the customer by relaying insights and suggestions to internal teams to influence product development and strategic planning.
• Identify and communicate potential expansion and upsell opportunities to the Sales team by understanding customer needs and highlighting relevant products or services that add value.
• Support customer events, webinars, and workshops to enhance the client community and enable peer-to-peer learning.
• Document customer interactions, feedback, and key account information in our Customer Success platform for accurate tracking and reporting.

• 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

• Participate in discovery, scoping, and design sessions to ensure alignment with client goals and success metrics.
• Coordinate AI Whisperer assignments for testing and simulation labs.
• Partner with product managers and service delivery teams to define reporting requirements and data markers.
• Contribute to branding guide development and persona design.
• Collaborate with product managers and AI whisperers to build and execute simulation scenarios.
• Support internal UAT and monitor live interactions during hypercare to ensure a smooth launch.
• Serve as the primary client-facing contact during go-live, stabilization and going forward.
• Ensure real-time updates to AI responses and promptly flag post-launch issues.
• Manage the workload and performance of assigned AI Whisperer team members.
• Track KPIs and digital agent performance metrics in collaboration with Service Delivery.
• Ensure KPIs are met; when gaps occur, partner with engineers to improve digital agent performance and customer experience.
• Maintain deep program knowledge and process expertise for assigned clients.
• Conduct regular client business reviews (weekly, monthly, quarterly) to assess performance and identify opportunities.
• Lead transcript audits and AI behavior reviews to inform tuning and roadmap updates.
• Collaborate with the product manager to align future development with client needs, ensuring the solution remains dynamic, scalable, and enriched with new use cases that deliver ongoing value.
• Manage client expectations and gather feedback to ensure outcomes align with KPIs.
• Facilitate feedback loops with AI product manager and AI engineers to drive continuous improvement.
• Ensure compliance with accessibility standards, data privacy regulations, and ethical AI practices.
• Stay current on AI trends, tools, and best practices to continuously improve performance.
• Set and uphold exceptionally high standards, demonstrating precision in every task and a passion for exceeding expectations.
• Demonstrate curiosity and a willingness to explore emerging tools and technologies.
• Adapt seamlessly to ambiguity, iterative development, and changing client or platform requirements.
• Take ownership and communicate proactively while collaborating effectively across technical and non-technical teams.

AI Customer Success Manager

• Provide technical leadership across the overall Analytics function
• Explain complex data analysis related material to clients
• Develop, maintain/enhance, and govern the Enterprise Anti-Money Laundering/Counter-Terrorist Financing (AML/CTF) models/AI solutions
• Liaise among model owners, developers, users, and other external stakeholders to promote best practice of model governance
• Ensure compliance with internal policies and external regulations
• Interpret policies and provide guidance to FCRM stakeholders on model/AI related policy, procedure, and process
• Develop processes/tools to manage inventories, issues, and action items for the FCRM models
• Independently manage activities related to analysis, design, and support of technical data management solutions on various projects

See all jobs on JobTailor

FCRM Risk Business Application Analyst III

Senior Customer Success Manager

Customer Success Manager

Customer Success Manager

Clinical Specialist, Cardiac Rhythm Management, Philadelphia PA / Cherry Hill, NJ

Senior FCRM Testing Analyst

Client Experience Specialist

Senior Customer Success Manager

Customer Success Manager

Enterprise Client Success Manager

Enterprise Customer Success Manager

Customer Success Manager

Customer Success Manager

Partner Success Manager

Clinical Specialist, Cardiac Rhythm Management

Customer Success Manager – Standard

Customer Success Manager

Client Experience Manager

AI Customer Success Manager

FCRM Model Risk Governance Strategy