Customer Success Manager

• 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)

• 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 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

• Partners with Sales to define and identify success outcomes and KPIs from an OEM/ISV customer point of view for their assigned projects or initiatives
• Develops a roadmap to deliver these success outcomes and target KPIs
• Assists OEMs/ISV customers with defining project/initiative strategy around CDK solutions: working with customers to ensure they understand CDK's products and how best to utilize them for their individual needs and goals
• Fields questions and directs clients to appropriate support resources
• Maintains pre-established relationships and assists in building/creating new relationships with OEM/ISV management
• Demonstrates expertise in CDK products, establishing a reputation for being a trusted advisor
• Assesses risk factors, identifies risk mitigation strategies to ensure continued success
• Works with Sales and Marketing to create prospecting opportunities
• Prepares client specific reports and presentations for the purposes of educating and driving growth in the client’s organization
• Contributes and presents content in Strategic Business Reviews
• Identifies trends to help create solutions for identified gaps using analytics
• Identifies opportunities, creating a plan for addressing training needs for OEM/ISV staff
• Makes recommendations and assists client with industry best practices and solutions
• Is seen as a key business partner with Sales, helping to grow the CDK business by proactively identifying opportunities to grow our business with the client
• Drives true value for customers
• Successfully identifies and implements strategies for retaining “at risk” projects/initiatives
• Develops a productive working relationship with Lead CSMs; leaning in and assisting where needed
• Mentors CSMs on best practices, teaching engagement as it pertains to solutions for client needs
• Seeks and listens to feedback
• Provides recognition to peers
• Mentors and trains junior staff on risk mitigation strategies, client recommendations and best practices
• Utilizes Totango to document value-added conversations & engagements with ISV/OEM partners

Senior Customer Success Manager – OEM

• Build and scale a Client Success function from the ground up
• Define the vision, operating model, and execution of Client Success across the organization
• Establish how Lumelight drives client value, retention, and expansion
• Personally manage a portfolio of key clients and lead strategic accounts

Practice Leader, Client Success

• Direct Ownership of Growth: Own the commercial roadmap and revenue growth targets for a dedicated pod of high-priority Brand accounts.
• Pipeline Hygiene: Lead pod syncs (Weekly Opp Stand-Ups) to dive into open opportunities and ensure the accuracy of the weighted pipeline.
• White-Space Identification: Partner with Sales/Solutions Engineers to identify upsell triggers for new AdTech/MarTech products and advanced service offerings.
• Sales Narrative Curation: Create and deliver business reviews and pitch decks that move beyond metrics to demonstrate ROI.
• C-Suite Stewardship: Build and map resilient relationships with VP and C-Level stakeholders for key customers, positioning Adswerve as a primary partner in the client’s digital maturity journey.
• Executive Sponsorship: Serve as the Executive Sponsor on at-risk accounts and engage directly with senior stakeholders to rebuild confidence and articulate value.
• Narrative Excellence: Elevate the Adswerve Story by coaching your team to move beyond tactical metrics toward financial outcomes and ROI-driven narratives.
• High-Stakes Negotiation: Personally lead complex, multi-year, or significant uplift contract renewals and pricing negotiations to ensure profitability and mutual value.
• Integrated Solutions Consulting: Guide the team in moving fluidly between Programmatic, Paid Search, and Cloud/Analytics conversations to maximize "share of wallet".
• Market Intelligence: Bring an "Outside-In" perspective by sharing industry trends and competitor intelligence to show clients how peers are leveraging new tech and AI.
• Coach by Doing: Join high-stakes pitches, Business Reviews, and client presentations to model elite sales behaviors and upskill pod members through direct observation and guided autonomy.
• Voice to Leadership: Aggregate front-line Intelligence on service gaps or product needs and communicate them to Executive Leadership to influence the Adswerve roadmap.
• Process Architecture: Improve client engagement models and internal processes to streamline delivery and increase the quality of work across departments.

Client Success Director, Growth Lead

• Manage large amounts of incoming phone calls
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customers through open and interactive communication
• Provide accurate, valid, and complete information by using the right methods/tools
• Meet personal/team sales targets and call handling quotas
• Keep accurate records of customer interactions and account related information

Customer Engagement Specialist, Inbound

• Build and maintain executive relationships with superintendents, chief academic officers, HR directors, and other district leaders
• Develop account plans that align KickUp's capabilities with district strategic priorities and outcomes
• Lead quarterly engagement opportunities that demonstrate ROI, surface insights from data, and co-create action plans for continuous improvement
• Serve as a trusted advisor on professional growth strategy, helping leaders leverage KickUp data to inform district-wide decisions
• Conduct regular on-site visits with district partners to strengthen executive relationships, support strategic initiatives, and drive successful outcomes
• Own renewal and expansion revenue targets for your portfolio
• Proactively monitor account health, identify risk signals, and implement mitigation strategies
• Identify and develop expansion opportunities across modules, use cases, and user populations
• Partner with Account Executives to navigate complex procurement processes and close expansion deals
• Develop and execute multi-year growth strategies with strategic accounts
• Design and execute success plans tailored to each district's goals, timeline, and stakeholders
• Coordinate with Data Integration, Training & Enablement, and Support specialists to ensure seamless client experience
• Establish communication cadence and engagement strategy with key stakeholders
• Lead onboarding kickoffs and ensure smooth handoffs between implementation and ongoing success phases
• Synthesize customer feedback and insights to inform product roadmap priorities
• Collaborate with Product and Engineering teams to advocate for customer needs and validate solutions
• Partner with Marketing to develop case studies, testimonials, and reference opportunities
• Share best practices and strategic insights across the CS team to elevate collective customer knowledge
• Maintain accurate forecasting for renewals and expansion
• Track and report on customer health metrics, engagement trends, and portfolio performance
• Conduct win/loss analysis to continuously improve retention and expansion strategies
• Meet or exceed quarterly and annual revenue targets

Client Success Manager

• Drive customer success as the first point of contact for customers in named accounts
• Monitor overall client utilization and success
• Provides ongoing service and support while managing the customers’ expectations and implementing action plans where needed; takes ownership of customer issues and partners with the appropriate teams to drive progress towards resolution
• Track and improve on churn rate and satisfaction scores in assigned accounts
• Develop, conduct, and plan regular communication, risk assessments and lessons learned sessions; develop and oversee mitigation measures to turn risks into opportunities
• Build relationships with key influencers within each assigned partner to increase overall satisfaction as measured on a routine basis
• Educates client base on solutions available as well as upgrades that align with their current and future goals and priorities
• Maintains in-depth knowledge of our products and stays up to date with ongoing product releases
• Protect business with current partners to ensure they won’t be tempted to use a competitor
• Other relevant projects as needed

• Build and maintain strong relationships with our customers.
• Understand customers' business objectives and help leverage our solutions.
• Manage customer handoff from Onboarding team to Regional Operations team.
• Proactively monitor customer health and engage to ensure success.
• Develop and deliver Quarterly Business Reviews.
• Gather customer feedback for product development.
• Triage partner requests and work with relevant teams.
• Keep partners informed of issues in parking facilities.
• Respond to every customer inquiry in a timely manner.
• Help partners troubleshoot product-related bugs or concerns.
• Look for opportunities for expanding partnerships with customers.

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