Customer Success Manager

• Own a portfolio of customer accounts and serve as the primary strategic relationship manager
• Develop trusted relationships with athletic directors, administrators, and key stakeholders
• Lead onboarding transitions and ongoing customer engagement throughout the customer lifecycle
• Conduct seasonal planning meetings, business reviews, and end-of-year reviews with customers
• Drive product adoption and promote best practices across Hometown solutions.
• Monitor customer health, identify risks early, and execute retention strategies
• Own renewal conversations and partner with Sales on expansion and cross-sell opportunities
• Maintain accurate customer records, success plans, and activity in Salesforce
• Analyze customer data to identify trends, risks, and opportunities
• Partner with Product, Support, Professional Services, and Sales to resolve customer needs
• Represent Hometown at customer events, conferences, and on-site meetings as needed
• Consistently deliver an exceptional customer experience aligned with Hometown's HERO values

• Act as the main point of contact for assigned customers, developing strategic relationships and guiding platform adoption and success planning
• Deliver regular business reviews (QBRs/EBRs), clearly communicating ROI and aligning on success metrics to support retention and expansion
• Understand customers’ industries, goals, and challenges to provide tailored recommendations and align internal and external stakeholders on success objectives
• Promote awareness and usage of key platform features, provide ongoing education, and identify opportunities for expanded adoption
• Proactively monitor customer health, manage escalations, and collaborate with Product, Engineering, Support, and Sales teams to resolve issues and share actionable insights
• Maintain expert knowledge of the product roadmap and communicate relevant updates and enhancements to customers
• Coordinate with internal teams to develop and execute customer success plans, addressing risks before they impact engagement or satisfaction

MidMarket Customer Success Manager

• Execute overall company and Customer Success strategy to deliver adoption, expansion, and retention.
• Drive adoption and retention efforts across your region, leveraging data-driven insights to optimize customer outcomes.
• Lead and coach a team of Customer Success professionals in achieving business goals including maintaining a high GRR, increasing NRR, and driving key KPIs.
• Serve as a customer-facing leader and foster senior and executive-level strategic relationships across your book of business.
• Measure and monitor your book of business progress against key performance indicators, reporting internally and to customer stakeholders.
• Build and execute Customer Success Plans to establish strategic goals and help customers achieve their business objectives.
• Collaborate with internal teams (Account Management, Professional Services, Education, SME) to identify opportunities for further adoption of our solutions.
• Advocate for customer needs across departments and manage resolutions for escalated concerns.
• Demonstrate a commercial mindset to drive strategic alignment and tactical execution.

Manager, Customer Success – Central Region

• Serve as the primary technical owner of Root's Braze platform, including architecture, configuration, governance, administration, and optimization.
• Lead the strategic migration and consolidation of customer communications from multiple internal systems and ownership groups into Root's centralized CRM ecosystem.
• Translate complex operational, servicing, product, and lifecycle communications into scalable, brand-aligned journeys within Braze and related marketing technologies.
• Design, build, launch, monitor, and optimize customer engagement programs across email, SMS, push, in-app messaging, and emerging channels.
• Design and execute customer journeys that support acquisition, remarketing, retention, servicing, and re-engagement initiatives.
• Develop audience segmentation strategies and activation frameworks to improve targeting, engagement, conversion, and customer experience outcomes.
• Lead experimentation efforts across messaging, creative, audience selection, timing, channel mix, personalization, and customer journey design.
• Collaborate with Analytics and Data Science teams to measure campaign effectiveness, evaluate incrementality, and identify optimization opportunities.
• Own Root's email deliverability strategy, including IP reputation management, domain health, authentication protocols, sender reputation monitoring, warming strategies, and inbox placement optimization and suppression frameworks.
• Partner with Marketing, Product, Operations, Engineering, Brand, and Creative teams to operationalize customer communications while ensuring Root's evolving brand identity is consistently and effectively represented across all customer communication channels.
• Partner with Engineering teams to implement and maintain customer events, integrations, data feeds, automated workflows, and technical requirements that support CRM programs and customer journey orchestration.
• Monitor, report to the Executive Leadership Team, and optimize email, SMS, and customer engagement performance metrics; develop reporting frameworks and executive-level dashboards that provide visibility into communication health and business impact.
• Troubleshoot platform, campaign, and deliverability issues to ensure reliable execution and performance.
• Stay current on emerging trends, technologies, and best practices in email, SMS, lifecycle marketing, deliverability, accessibility, customer engagement, AI-enabled capabilities, and marketing technology, translating those insights into measurable improvements.

Marketing CRM Lead

• The Senior Customer Success Manager is the CEO of your book of business.
• A high performer who is SaaS revenue focused, responsible for managing and developing multiple medium/large Duck Creek OnDemand and OnPrem accounts.
• Act as the primary contact and trusted advisor for your customers and provide an interface between the Customer/System Integration (SI) partner(s), and internal Duck Creek teams.
• Manage 4+ medium/large OnDemand or OnPrem accounts.
• Develop and foster a trusted relationship with the Customer and SI partners.
• Meet with Customer leadership teams to understand their business goals and strategic priorities, including the preparation of customer success plans with an eye toward future sales opportunities and product expansion at time of renewal.
• Stay up to date with the latest features and updates of Duck Creek’s suite of products and services, conduct review sessions, and identify opportunities for upselling and cross-selling, including active management of NRR and GRR.
• Track renewals through their lifecycle, highlighting potential risks, and building strategic account plans to ensure success.
• Facilitate weekly, monthly, and quarterly customer governance meetings, including preparation of reports, governance decks and working with all parties to schedule customer sessions.
• Mentors junior Customer Success Managers.
• Gather customer feedback by playing an active role in the NPS customer survey activities by encouraging customer feedback, assessing results, and developing measurable closed loop action plans.

Senior Customer Success Manager

• Provide clinical and industry expertise to Client Success Team and their clients on a day-to-day basis
• Compile, develop, and deliver clinical and analytical content for virtual and on-site client presentations
• Collaborate with Client Success Managers to continuously develop clinical strategies and opportunities
• Support marketing clinical content generation such as webinars and blog posts
• Provide clinical support for quality control to other business units
• Act as a voting member for the P&T Committee

Clinical Pharmacist – Client Success

• Builds and maintains effective long-term relationship and a high level of satisfaction with assigned client accounts.
• Interacts with clients and other departments to constantly improve operational standards and support client needs.
• Contributes to strategic plans and reviews; implementing production, productivity, quality, and customer service performance standards.
• Continually evaluates processes and procedures; making recommendations for process improvement and communicating to the client as appropriate.
• Provides training to clients as needed.
• Exercise judgment and make decisions that have positive operational impacts on the business line.

Customer Success Manager, Online Banking – Money Movement

• Provide clinical and industry expertise to Client Success Team (Employer, Consultant/Broker, Public Sector, Health Plan) and their clients on a day-to-day basis
• Compile, develop, and deliver clinical and analytical content for virtual and on-site client presentations
• Collaborate with Client Success Managers to continuously develop clinical strategies and drive value with current clients
• Support marketing clinical content generation such as webinars, blog posts, clinical content updates
• Provide clinical support for quality control to other business units
• Act as a voting member for the P&T Committee

• Build and maintain relationships with prequalified borrowers and past customers through proactive outreach to generate referrals, new applications, and future purchase or refinance opportunities.
• Support pipeline development by engaging prospects, conducting consistent follow-up, identifying borrower needs, and coordinating consultations with Licensed Loan Officers.
• Assist borrowers throughout the loan process by answering general questions, encouraging application completion, gathering required documentation, and providing status updates from pre-approval through closing.
• Operate strictly within the scope of a non-licensed role by referring borrowers to Licensed Loan Officers for rate quotes, loan structuring, application completion, and other licensed mortgage activities.
• Utilize Encompass loan origination system, Customer Relationship Management (CRM) platform, Microsoft Copilot, and other technology platforms to manage communications, maintain accurate loan records, document borrower interactions, and monitor pipeline activity.
• Maintain ongoing contact with customers to strengthen relationships, solicit feedback, generate referrals, and identify opportunities to enhance the customer experience.
• Track outreach efforts, pipeline activity, and performance metrics, providing accurate reporting and progress updates to management as requested.
• Resolve customer concerns promptly while delivering exceptional service and supporting the Company's "Raving Fan Service" culture.
• Achieve established outreach, engagement, and production goals while effectively managing borrower and internal stakeholder expectations.
• Acquire and maintain knowledge of mortgage products, loan processes, underwriting guidelines, company procedures, and regulatory requirements through ongoing training and professional development.
• Comply with all federal and state regulations, company policies, licensing and continuing education requirements, attend required meetings, and perform other duties as assigned.

Customer Engagement Specialist – Mortgage Origination

• Build and maintain relationships with prequalified borrowers and past customers through outreach
• Assist borrowers throughout the loan process by answering questions and encouraging application completion
• Support pipeline development by engaging prospects and conducting follow-up
• Utilize various technology platforms to manage communications and maintain accurate loan records
• Resolve customer concerns while delivering exceptional service
• Comply with all federal and state regulations and company policies

• build and maintain relationships with prequalified borrowers and past customers through proactive outreach to generate referrals, new applications, and future purchase or refinance opportunities
• support pipeline development by engaging prospects, conducting consistent follow-up, identifying borrower needs, and coordinating consultations with Licensed Loan Officers
• assist borrowers throughout the loan process by answering general questions, encouraging application completion, gathering required documentation, and providing status updates from pre-approval through closing
• operate strictly within the scope of a non-licensed role by referring borrowers to Licensed Loan Officers for rate quotes, loan structuring, application completion, and other licensed mortgage activities
• utilize Encompass loan origination system, Customer Relationship Management (CRM) platform, Microsoft Copilot, and other technology platforms to manage communications, maintain accurate loan records, document borrower interactions, and monitor pipeline activity
• maintain ongoing contact with customers to strengthen relationships, solicit feedback, generate referrals, and identify opportunities to enhance the customer experience
• track outreach efforts, pipeline activity, and performance metrics, providing accurate reporting and progress updates to management as requested
• resolve customer concerns promptly while delivering exceptional service and supporting the Company's "Raving Fan Service" culture
• achieve established outreach, engagement, and production goals while effectively managing borrower and internal stakeholder expectations
• acquire and maintain knowledge of mortgage products, loan processes, underwriting guidelines, company procedures, and regulatory requirements through ongoing training and professional development
• comply with all federal and state regulations, company policies, licensing and continuing education requirements, attend required meetings, and perform other duties as assigned

• Guide customers through onboarding and initial product adoption
• Support customer trials and ensure a positive first-use experience
• Deliver engaging product training sessions tailored to user needs
• Build strong relationships with customers including paralegals, IT professionals, and litigators
• Respond to and incorporate customer feedback to enhance the user experience
• Identify customer needs and potential opportunities for expanded product usage
• Contribute to the development of training materials and resources
• Collaborate cross-functionally to improve customer success and retention

Customer Success Consultant – CaseMap

• Serve as the face and voice of Highspot to customers in your portfolio and as “the buck stops with you” owner of those customer relationships internally at Highspot
• Deeply understand your customer’s needs, thoughtfully helping business leaders to find opportunities to expand value, our footprint and depth of engagement
• Manage relationships with solution owners (Enablement, Marketing, Ops, etc.) to drive product usage and engagement
• Multi-thread to any stakeholder you need to engage across Enablement, Sales, Marketing, Operations, Finance, IT, and others at all levels (ATL, OTL, and BTL) to accomplish your goals; in the event of key customer stakeholder turnover, you seek and build replacement relationships
• Collaborate with customers to develop a mutual value plan
• Analyze your portfolio, identify risks and opportunities, and prioritize for impact
• Collaborate with your Account Management partners in the event of renewal risk; project manage the plan to “get to green churn risk”
• You will be responsible for identifying expansion opportunities, which you will pass on to the Account Management team
• Partner internally with Deployment Consultants, Technical Account Managers, Support, and Professional Services to optimize customer implementations and resolve technical challenges
• Help customers realize the full value of the Highspot platform; the CSM should allow the Solution Owner and ATL to believe their company has achieved ROI from Highspot that they can quantify and explain
• Drive product adoption and ongoing usage of Highspot with a focus on making Highspot an essential platform for the customer while promoting customer satisfaction and advocacy
• Identify opportunities to sell add-on services in support of achieving customer goals
• Ensure execution of customer maturity and technical discussions via coordinating solutions internally across engineering, marketing, product, and support teams

• Drive Customer Value & Growth
• Ensure every customer experiences consistent, high-quality engagement throughout their lifecycle.
• Partner with Sales, Renewals, and Services leadership to drive adoption, retention, and expansion across the customer base.
• Model and coach a cohesive account team approach — ensuring CSMs, TAMs, Account Executives, and Renewal Managers operate as a unified team aligned on customer outcomes.
• Provide executive sponsorship for strategic accounts and serve as a trusted advisor to C-level customer stakeholders.
• Cultivate Deep Product Expertise
• Uphold one of the hallmarks of Highspot’s Customer Success team by developing and maintaining deep knowledge of our platform and its integrations within customer environments.
• Ensure the CSM organization is equipped to provide best practices, training, and guidance that maximize customer value and adoption.
• Champion product expertise as a differentiator, reinforcing credibility and trust with customers at every level.
• Foster a High-Performance Culture
• Lead with a people-first mindset — genuinely investing in the development, wellbeing, and career growth of every member of your team.
• Hire, coach, and develop top talent at every level of the CSM org, leading with high emotional intelligence and self-awareness.
• Set and uphold high performance and engagement standards, balancing accountability with empathy.
• Cultivate a culture that embodies Highspot’s guiding principles, especially “Enjoy the Ride.”
• Drive Commercial Impact & Retention
• Lead a team in owning and exceeding a dedicated customer retention target for your assigned strategic portfolio.
• Drive adoption of MEDDPICC sales methodology.
• Ensure your CSMs run proactive renewal validation — confirming stakeholder alignment, surfacing risk, and documenting customer value — in close partnership with their Renewal Managers.
• Maintain forecasting accuracy for renewals and expansion, providing reliable, data-driven insights to leadership.
• Drive your CSMs to surface and qualify expansion opportunities in partnership with Account Executives who own the commercial relationship, stepping in to support key deals as needed.
• Collaborate Cross-Functionally
• Partner with Product leadership to channel customer insights into product strategy and innovation.
• Work with Marketing and Sales to align on customer advocacy, referenceability, and expansion opportunities.
• Collaborate with Operations and Analytics to ensure data-driven decision-making across the CSM function.
• Lead & Scale the Organization
• Build and inspire a segment-focused Customer Success team that sets the standard for excellence across Enterprise and Strategic accounts.
• Implement scalable processes, tools, and metrics that drive efficiency, consistency, and predictable outcomes.
• Develop the leadership bench within the CSM org, ensuring succession planning and long-term organizational strength.

Director, Customer Success Management

• Serve as a key client success leader in the Amazon client account
• Build and maintain trusted relationships with Amazon's AI, data science, product, and operations leaders
• Lead executive business reviews and strategic planning sessions
• Map the full Amazon organization to identify opportunities
• Act as Amazon's internal advocate, surfacing insights
• Develop deep expertise across TELUS Digital's Data capabilities
• Guide Amazon stakeholders in designing scalable data programs
• Partner with Solutions Architecture and Delivery teams

Client Success Director

• Ensure high satisfaction and successful engagement with Trimble’s products
• Drive retention and growth while building strong, long-term partnerships
• Act as a strategic consultant for Executive and C-Level teams
• Establish proactive relationships with key stakeholders
• Deliver high-impact communication strategies
• Monitor engagement metrics and lead internal cross-functional teams
• Collaborate across the organization for client operational goals

• Drive an exceptional operational experience for clients
• Identify learner escalation trends and surface feedback
• Collaborate cross-functionally with internal teams
• Provide learner escalation support for clinical programming
• Analyze client and learner feedback for trends

Senior Client Success Specialist

• Assist in developing success plans and strategies for customers, with a focus on supporting long-term relationships and reducing customer churn.
• Perform follow-up tasks as part of marketing campaigns, helping to ensure customer engagement and satisfaction.
• Aim for high customer satisfaction scores, making sure customers are referenceable and receive annual NPS scores of >8.
• Monitor customer agreements and help manage change requests and approvals as needed.
• Maintain customer information and activity in CRM tools like Salesforce, ensuring accurate record-keeping and adherence to defined procedures.
• Identify opportunities to expand product and service usage with existing customers and provide support in managing these opportunities.
• Ensure customer contact information is updated and kept current in Salesforce and ConnectWise.
• Organize monthly check-ins with regional service teams to align client needs and gather valuable feedback.
• Collaborate with Marketing to develop customer appreciation initiatives and engagement activities.
• Act as a customer advocate by collaborating with cross-functional teams such as Marketing, Sales, Product, Service, Finance, and Engineering to enhance processes and improve customer satisfaction and retention.

• Monitor account health post Go-live and create and execute action plans to increase adoption, maximize platform utilization and prevent churn.
• Collaborate in the implementation of a scalable customer engagement strategy.
• Interactive and engaging relationship management of the live customer base, driving customer satisfaction and product adoption, retention, renewal and expansion.
• Analyze, present and discuss data insights with clinicians and administrators, with an ability to understand their operational and clinical goals.
• Influence and collaborate with the wide Medtronic sales team to increase confidence with Touch Surgery Ecosystem technology and drive commercial results.
• Lead customer business reviews - engage with clinical and administrative stakeholders and ensure polished communication and collaboration with Surgeons, Nurses, Administrators, OR Managers, Residents and Hospital IT.
• Develop and maintain a deep understanding of the Touch Surgery Ecosystem and build working relationships with internal product and engineering teams to ensure real-world client feedback is incorporated into product development.
• Identify and discuss with hospital stakeholders (clinical and managerial) new use cases for our products in line with customer needs, and new product feature developments.
• Develop and maintain a deep understanding of the Touch Surgery Ecosystem and how to integrate it with clinical workflows.
• Reinforce product training and introduce new features/upgrades to the clinical teams.
• Product operation and troubleshooting, supported by our expert technical teams.
• Augment implementation capacity and assist in the Go-Live of our technologies for selected projects, in support of the Implementation team.

Principal Customer Engagement Specialist

• Handle the assigned accounts to consistently perform at or above quota.
• Build relationships with new customers, including management and executive collaborators, and understand their objectives.
• Develop a strategy and plan for achieving customer objectives from a consultative approach.
• Coordinate with technical support for technically complex questions.
• Monitor customer usage, adoption, and customer health metrics.
• Consistently collaborate with clients to ensure continuous successful integration of Infosec’s products and enhance added benefits over the duration of the subscription.
• Undertake scheduled business appraisals with customers to verify delight, address technical obstacles, and boost product uptake.
• Maintain outstanding administration of your accounts.
• Stay current on company and industry product knowledge.
• Responsible for client renewals and incremental growth goals through cross-sell, add-on, and upgrade sales to existing customers.
• Manage pipeline to deliver results against monthly, quarterly, and yearly forecast objectives and track sales activities in Salesforce.com and Gainsight.
• Embody the Cengage Credo by demonstrating our ethos.
• Perform other duties as needed to achieve Infosec goals.

Customer Success Manager jobs in Ohio

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Customer Success Manager

MidMarket Customer Success Manager

Manager, Customer Success – Central Region

Marketing CRM Lead

Senior Customer Success Manager

Clinical Pharmacist – Client Success

Customer Success Manager, Online Banking – Money Movement

Clinical Pharmacist – Client Success

Customer Engagement Specialist – Mortgage Origination

Customer Engagement Specialist – Mortgage Origination

Customer Engagement Specialist – Mortgage Origination

Customer Success Consultant – CaseMap

Senior Customer Success Manager

Director, Customer Success Management

Client Success Director

Customer Success Manager

Senior Client Success Specialist

Customer Success Manager

Principal Customer Engagement Specialist

Client Success Manager