Customer Success Manager

• Serve as the primary point of contact for customers, fostering strong relationships with government end users and commercial clients.
• Conduct regular Quarterly Business Reviews (QBRs) to communicate progress, gather feedback, and ensure alignment with customer goals.
• Responsible for renewals, upsells, and cross sells.
• Partner closely with engineering and product teams to ensure timely and successful delivery of technical solutions.
• Translate customer needs into actionable requirements, ensuring seamless integration and deployment of our PaaS solutions.
• Guide customers through the Authority to Operate (ATO) compliance process, ensuring they meet necessary security and regulatory standards.
• Stay up-to-date on compliance trends, government requirements, and cloud security best practices to support customer success.
• Serve as a trusted technical advisor, helping customers optimize their use of our platform.
• Advocate for customers by sharing feedback and insights to inform product development and enhancements.
• Monitor customer success metrics, including adoption rates, satisfaction scores, and retention, to identify opportunities for improvement.
• Develop and execute strategies to improve customer outcomes and increase platform utilization.

Mission Success Manager

• Deliver timely execution of CRM campaigns aligned with US market strategies, taking full ownership of campaign quality and on-schedule deployment
• Own and manage customer journeys across key lifecycle stages including onboarding, retention, reactivation, and loyalty, ensuring each stage delivers measurable engagement outcomes
• Plan, set up, schedule, deploy and report on campaigns across Modals, In-App notifications, Push notifications, and Email
• Conduct A/B testing to measure campaign performance and contribute to optimisation efforts
• Analyse campaign performance data and deliver actionable recommendations that directly improve engagement and retention outcomes
• Brief and partner with copywriters and designers to deliver assets for customer communications, ensuring brand and quality standards are met
• Lead the end-to-end execution of generosity campaigns, from setup through to post-campaign analysis
• Work closely with the US Customer Engagement Manager and VP of Marketing to plan and execute customer engagement campaigns aligned to business priorities, collaborating with the broader US Marketing team on concepts and execution, and the global CRM team on best practices
• Proactively contribute performance insights and learnings to the global Customer Engagement team, driving improvements to efficiency and best practice across markets
• Identify and resolve inefficiencies or errors in campaign processes, recommending and implementing improvements to execution standards
• Leverage tools including Quick Suite, Amplitude, and Braze to identify trends, define segmentation and targeting strategies, and translate findings into concrete campaign improvements
• Ensure all CRM activities adhere to US gambling, data protection and privacy regulations.

Lifecycle Marketing Specialist, CRM Specialist

• Proactively map the Microsoft organization to identify untapped business units
• Develop and execute targeted outreach and pipeline development strategies
• Convert exploratory conversations into scoped pilots and prototype engagements
• Serve as the single-threaded commercial owner of the Microsoft account
• Build and maintain trusted relationships with AI, data science, product, and operations leaders
• Maintain rigorous pipeline hygiene, forecast accuracy, and account health reporting

Director, Client Success

• 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

• Leading a worldwide team of customer success managers and engineers focused on AWS Cloud business
• Manage a team to drive adoption and consumption motions for AWS and NetApp Cloud customers
• Develop long-term strategies and shorter-term tactics to meet expansion and revenue goals
• Lead a team focused on maintaining and growing customer retention and investment
• Ensure customers maximize value and satisfaction from their cloud investments

Director – AWS Cloud Customer Success

• 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.

• Serve as the primary post-implementation relationship owner for a portfolio of clients using Sage Intacct
• Drive client satisfaction, software adoption, subscription renewals, and revenue expansion
• Own the full renewal cycle for an assigned book of business
• Identify and pursue upsell and cross-sell opportunities
• Conduct regular Business Reviews (QBRs/EBRs) with client stakeholders
• Proactively educate clients on new Sage Intacct features
• Develop and deliver tailored adoption plans for clients
• Maintain accurate opportunity and renewal data in CRM
• Build multi-threaded relationships across client organizations
• Capture client feedback and advocate for product enhancements

Client Success Manager – Sage Intacct

• Be the primary point of contact for a portfolio of enterprise accounting and tax partners.
• Shape how firms adopt and embed Xero into their practice.
• Convert opportunities within your allocated accounts, building out business plans with partners.
• Collaborate closely with Enterprise Account owners to ensure a joined-up approach.
• Attend events and run workshops to keep your pipeline healthy and your accounts progressing.

Associate Partner Success Manager

• 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

• The Premier Success Manager (PSM) is the key customer advocate and the Leader providing high touch engagement for Extreme’s most valued and strategic customers.
• The PSM plays a pivotal role throughout the customer lifecycle - from onboarding and adoption to expansion and renewal - ensuring each phase is aligned with the customer’s success goals and supported by proactive engagement.
• Every Premier customer is assigned a designated PSM to guide their experience with Extreme through all their pre- and post-sales support needs to ensure their Customer Success Experience is world class!
• Success in this role is measured through key performance indicators such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and customer renewal rates, reflecting the PSM’s impact on long-term customer value.
• The PSM is an experienced and technical, service and support professional who works in partnership with customers, the Extreme Global Technical Assistance Center (GTAC) and so many other groups to deliver enhanced support.
• They maintain knowledge of case escalations as cases are assigned and routed through the product support teams.
• For critical situations, they will facilitate activities to achieve quicker resolutions, providing communication updates to all involved parties.
• The PSM will facilitate and/or participate in periodic review sessions, and on an exception/pre-arranged basis, customer visits and off-hours stand-by for special projects.
• The PSM is responsible for establishing a close working relationship with the customer’s operations teams to gain an in-depth knowledge of the accounts’ products and network that further enhances the Extreme customer relationship.

Premier Success Manager

• Oversee a school book of business, driving engagement, retention, and growth
• Manage partner schools from onboarding to renewal
• Identify upsell opportunities
• Provide exceptional support through a deep understanding of BrainPOP’s products and customer needs
• Travel occasionally for on-site customer engagements and/or conferences
• Act as the relationship manager and oversee all aspects of partners' onboarding and implementation process

• Provide FCRM research, evaluation, operational, reporting and/or analytical support to business (FCRM) partners
• Co-ordinate requests to and from, business (FCRM) partners
• Assist in the preparation of summaries, communications, reports and presentations for management, regulators, and other internal and external stakeholders
• Recommend responses to enterprise FCRM Program questions and escalate any sensitive issues according to departmental procedures
• Analyze data and draw conclusions to meet program health reporting requirements
• Proactively identify matters requiring additional review and escalation

FCRM High Risk Reviews Analyst

• Manage a portfolio of enterprise customers as their primary business point of contact, providing high-touch engagement throughout their CX journey.
• Develop and execute Customer Success Plans that serve as actionable blueprints for achieving mutual success.
• Establish and maintain regular cadence of Executive Business Reviews (EBRs) to track progress towards stated business objectives.
• Understand and align with customers' business value drivers, success criteria, and KPIs.
• Drive customer reference ability and continuously improve customer advocacy measures (e.g., Net Promoter Score).
• Track and monitor adoption metrics, facilitating successful renewals within assigned accounts.
• Develop and implement strategic plans to prevent downsells and ensure customer retention.
• Proactively identify potential business leads for expansion opportunities.
• Prepare and deliver territory plans to define account strategies and align resources.
• Prescribe appropriate product features, functionality, and services to achieve key customer business outcomes.
• Team with and establish shared accountability with adjacent functions including: Onboarding Specialists to ensure systematic customer introduction and rapid value realization, Professional Services to drive smooth implementation through go live, Renewal Managers to maintain strong forecasting and high retention rates, Sales teams to identify and execute cross-sell/up-sell opportunities for incremental bookings.

Customer Success Director

• Serve as the cultural ambassador for service excellence within the pod
• Provide leadership and guidance to pod members through routines and coaching
• Maintain and evolve pod-level routines, ensuring consistency and efficiency
• Identify opportunities to enhance client experience through innovative solutions
• Act as the primary point of contact for complex cases and escalations
• Utilize and maintain a client-level performance dashboard
• Coordinate and host regular meetings with individual offices
• Partner with other Client Experience Managers for consistency
• Solicit feedback from clients and internal partners

AVP, Client Experience Manager

• Become a product expert, including the technical workings and practical business application.
• Manage new customers after the implementation process in order to ensure successful onboarding and adoption of our platform.
• Develop strategic success plans for your customer segment that outline critical success factors, metrics for success, timelines, and potential issues while providing recommendations to internal and external teams.
• Perform quarterly business reviews, product roadmap discussions, and on-site visits to ensure customer retention and successful renewal of services.
• Keep customers informed of process and procedural changes.
• Manage the resolution of escalated customer issues.
• Maintain a positive working relationship with Product Management and Engineering to resolve issues and to communicate customer needs for future product enhancements.
• Travel expectations – 10%

• 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

• Collaborate with internal stakeholders, including Renewal Managers and Account Managers, to align customer needs effectively.
• Provide strategic guidance and support to ensure comprehensive adoption of Meltwater solutions, maximizing value for customers.
• Empower clients with tools and resources to cultivate strong advocacy, enhancing billing relationships.
• Foster a deep understanding of customers' organizational context and objectives through close collaboration, tailoring solutions to their unique needs.
• Seamlessly partner with the Account Manager team to identify upselling and cross-selling opportunities, driving overall customer account growth.
• Proactively engage with accounts ahead of renewal dates to support renewals, mitigate risks, and address 'at-risk' accounts.
• Take ownership of customer account gross retention, prioritizing high levels of satisfaction and loyalty.
• Drive client engagement and product adoption to ensure ongoing value delivery.
• Conduct thorough onboarding and training sessions for new customers, facilitating seamless integration with Meltwater solutions.
• Gather customer feedback through executive business reviews, fostering continuous improvement and addressing evolving needs.
• Identify expansion opportunities and communicate them to Account Managers, contributing to the growth and success of customer accounts.

• Lead and scale multiple agile engineering teams delivering high-impact CRM integration capabilities across the Genesys Cloud platform
• Own end-to-end delivery across integration domains, ensuring alignment on priorities, dependencies, and execution outcomes across teams
• Drive technical strategy for CRM integrations, enabling scalable, reliable, and secure solutions across Salesforce, ServiceNow, Zendesk, and partner ecosystems
• Influence architectural decisions across teams, balancing short-term delivery with long-term platform evolution and performance
• Partner with Product Management and senior stakeholders to translate business priorities into execution plans that deliver measurable customer and platform impact
• Build and evolve modern integration architectures using REST APIs, cloud-native services, and web-based UI frameworks
• Strengthen engineering excellence by driving best practices in code quality, testing, CI/CD, and operational reliability
• Develop and mentor managers and engineers, fostering accountability, growth, and a culture of collaboration and continuous improvement
• Identify and resolve delivery risks early, ensuring predictable execution across complex, multi-team initiatives
• Collaborate with internal architects and external partners to design and deliver strategic integrations that expand platform capabilities and ecosystem value

Senior Manager, Development – CRM

• Provide excellent Client support and be the Voice of the Customer to internal stakeholders.
• Support all client relationships with RAM and participate regularly in client meetings.
• Manage and instill confidence in key client partnerships through effective communication and issue resolution.
• Support collection of required documentation with clients for onboarding, legal and recruitment efforts of new and current clients.
• Show excellent proficiency in the both ATS for reporting and analytics using Excel.
• Continuous updating of ATS system and resources.
• Generating monthly client reports developed/ sent per regular cadence.
• Create new reporting that drives Client Success and Regional Growth.
• Troubleshoot client issues, analyze data, and provide quick resolution.
• Assist with quality assurance, audit of ATS/client reports, identify project improvement ideas, and lead projects that deliver value internally or externally.
• Be the primary face of the WWHS team to the Client and that owns the relationship from onboarding, recruitment, immigration, to arrival for small to medium Clients.

Client Success Manager

• 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.

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Mission Success Manager

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Customer Success Manager

Client Success Manager – Sage Intacct

Associate Partner Success Manager

Senior Customer Success Manager

Premier Success Manager

Customer Success Manager

FCRM High Risk Reviews Analyst

Customer Success Director

AVP, Client Experience Manager

Senior Customer Success Manager

Customer Success Specialist

Customer Success Manager

Senior Manager, Development – CRM

Client Success Manager

Customer Success Manager – Standard