Customer Success Manager

• 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

• 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

• 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.

• Support renewal execution across assigned contracts and customer accounts
• Coordinate with distributors to initiate and track renewal proposals
• Ensure renewal documentation is prepared, organized, and communicated effectively
• Track renewal status and provide visibility into renewal progress and outcomes
• Support low-touch and distributor-led contract motions
• Assist Strategic and Regional CSMs with renewal coordination and execution
• Maintain accurate renewal tracking in internal systems

Customer Success Manager – Renewals

• 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

• Drive Bancorp Sales for Product(s) within the Commercial Payments Product Line
• Increase Bancorp product sales and revenue growth year over year
• Support new client acquisition efforts
• Monitor client success metrics
• Collaborate with Pricing and Finance partners
• Analyze market trends, client needs, and competitive dynamics
• Develop commercialization strategy to meet revenue and market share goals
• Act as a point of escalation for high-priority or complex client issues

Senior Commercialization Success Manager – Payables

• 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

• 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

• Own primary pharma manufacturer client relationships, serving as the main point of contact for strategic alignment, communication, and long-term trust-building across all assigned programs
• Lead escalation management by triaging, owning, and resolving client issues; engage Product, Engineering, or Operations as needed and participate directly on client calls rather than relaying status
• Surface client needs to the Product Manager and attend client scoping sessions to ensure the prioritization process reflects client context; contribute to solution design in partnership with Product
• Align with clients on scope, strategic priorities, and program performance; set and manage client expectations across all active programs to ensure consistent delivery against commitments
• Lead and develop direct reports, including a Client Success Manager focused on account health and program monitoring and an Operations Manager focused on day-to-day program operations; team size scales with program volume
• Collaborate closely with the Project Manager on delivery coordination and cost transparency; partner with Engineering, Pharmacy Dispensing Operations, Patient Experience, and Data teams to ensure seamless program execution

Director of Client Success

• Maintains and expands relationships with strategically important large and regional customers in addition to multiple named customers
• Responsible for developing, growing and maintaining strategic accounts
• Represents the entire range of company services to assigned customers
• Leads customer account planning cycle and ensuring assigned customers’ needs and expectations are met by the company
• Achieves strategic customer objectives defined by company management
• Closely coordinates company executives’ involvement with customer management
• Establishes productive, professional relationships with key personnel in assigned customer accounts
• Proactively leads a joint company-strategic account planning process that develops mutual performance objectives, financial targets, and critical milestones on an annual basis
• Proactively assesses, clarifies, and validates customer needs on an ongoing basis
• Understands competitive landscape in strategic accounts
• Assists in the negotiations of Master Service Agreement with strategic accounts
• Meets assigned expectations for profitability within assigned accounts
• Creates and maintains account specific sales presentations
• Completes strategic customer account plans that meet company standards
• Helps others maintain customer satisfaction ratings that meet company standards
• Enlists the support of engineering and management resources as needed
• Coordinates the involvement of company personnel, including engineering and management resources, in order to meet account performance objectives and customers’ expectations
• Leads solution development efforts that best address customer needs, while coordinating the involvement of all necessary company personnel
• Maintains involvement in active projects to ensure company and account goals are being managed and attained
• Leads the identification, engagement and development of new strategic clients that meet the companies aligned goals
• Partners with company regional client managers to gain alignment and support the clients regional locations

Senior Client Success Manager

• Serve as a strategic partner and trusted advisor to state education agencies and internal stakeholders.
• Oversee statewide readiness and execution for the SAT Suite of Assessments.
• Lead design and facilitation of statewide data workshops.
• Ensure seamless delivery, comprehensive training, and actionable data use across states.
• Act as the liaison between key partner divisions serving state contract work.

Director, State Partner Success Manager

• Serve as a forward-deployed implementation and customer success lead, spending multiple days per week onsite at assigned client locations.
• Own post-sale delivery: workflow discovery, solution configuration, rollout, and adoption across nursing and clinical operations.
• Build and maintain strong relationships with healthcare staff, operational leaders, executives, and IT teams, acting as a trusted advisor and execution partner.
• Lead product implementations, focusing on aligning solutions with nursing workflows and operational processes.
• Train nursing teams and other healthcare staff on the effective use of Hippocratic AI solutions, ensuring ongoing adoption and measurable, sustained success.
• Identify opportunities to improve workflows and patient care outcomes using AI tools, particularly in bedside care and broader healthcare operations.
• Manage day-to-day client relationships, ensuring seamless communication and addressing operational concerns.
• Collaborate with internal teams such as product, sales, and engineering to relay client feedback, influence roadmap priorities, and improve user experiences.
• Establish and track metrics to measure success, including patient care outcomes, team adoption rates, and operational efficiencies—present results to client and internal stakeholders.
• Collaborate with client leadership teams to share best practices from AI implementation, including presenting at conferences/webinars on the impact of AI in Nursing and Health System Operations.
• This role requires a minimum of 25-50% travel, which may include overnight or out-of-state trips.

Customer Success Executive

• Build and maintain relationships with clients, understanding their needs and serving as primary point of contact for day-to-day operational items, whether they are due to product challenges, gaps or changes withing the industry or local market.
• Ensure client retention through delivery of exceptional service and support.
• Assist with challenging client requests or issue escalations as needed, working closely with appropriate teams to mitigate system issues and seek resolution.
• Uncover the true business needs, pain points, and challenges that clients are facing, and understand the client's organizational landscape.
• Ensure the timely and successful delivery of solutions according to customer needs and objectives, meeting and exceeding agreed-upon customer satisfaction goals.
• Partner cross-functionally with product to ensure the continued success of clients and provide insightful feedback from client interactions to leadership.
• Maintain weekly communication with assigned clients and document the health of clients in weekly status reporting and quarterly client reviews.
• Regularly travel to client sites, conferences, and industry events to represent the company, engage with stakeholders, and ensure the successful execution of projects and business objectives.
• Lead tailored product demonstrations to show the value of additional HHAeXchange solutions.
• Remain updated on industry knowledge, risks and opportunities and build expertise in HHAeXchange's products and offerings.
• Develop trusted advisor relationships with key accounts, customer stakeholders, offering on-site guidance as required.
• Collaborate with the sales team to identify and grow opportunities within the market.
• Address gaps in implementation, services, support and or/client needs.
• Manage a set of KPIs to drive increased customer satisfaction including support metrics, turnaround times, ticket backlog volumes, etc.

Customer Success Manager – Operations

• Lead, coach, and develop a high-performing team of customer success professionals supporting key and strategic law firm customers
• Own the regional customer success strategy, driving customer health, retention, usage growth, and long-term value
• Guide the team in building trusted advisor relationships and creating tailored success plans aligned to firm goals and workflows
• Partner with Client Managers, Sales, Product, Marketing, and Enablement on strategic account planning and business reviews
• Use customer health, engagement, and usage data to identify adoption barriers and guide change management efforts
• Drive deeper integration of LexisNexis solutions into customer workflows and business processes
• Represent the voice of the customer by sharing insights and feedback with internal stakeholders
• Support transformation initiatives that improve customer outcomes across the full lifecycle

Regional Manager, Customer Success – Key Accounts

• 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

• 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

• Work closely with clients to understand their business objectives and ensure the company’s product or service delivers measurable value aligned with their goals.
• Serve as the primary point of contact for key accounts, managing day-to-day communications and ensuring strong relationships with client stakeholders at all levels.
• Lead clients through the onboarding process and drive product/service adoption by providing training, best practices, and ongoing support tailored to their specific needs.
• Identify opportunities for account growth, including upselling additional services, cross-selling complementary products, and recommending new solutions that enhance client success and increase revenue.
• Proactively manage client renewals, minimizing churn through ongoing engagement and demonstrating continuous value.
• Regularly track and assess client health, using data and insights to identify risks and opportunities for deeper engagement and growth.
• Develop and execute client success plans that align with client goals and foster long-term partnerships, driving retention and growth within assigned accounts.
• Monitor key success metrics such as adoption rates, client satisfaction scores (NPS/CSAT), and revenue growth.
• Regularly report progress and outcomes to both clients and internal stakeholders.
• Act as a trusted advisor and advocate for the client, ensuring any issues or concerns are addressed swiftly and effectively, coordinating with internal teams as necessary.
• Work closely with Sales, Product, Marketing, and Support teams to ensure a seamless client experience and identify opportunities for improvement or innovation in the client journey.
• Collect and relay client feedback to internal teams, providing insights to improve product offerings, services, and overall client experience.

Client Success Executive

• Lead, coach, and develop a team of four Customer Success Consultants focused on trials, onboarding, and adoption of drafting and DMS-integrated solutions
• Establish a structured operating model that defines success milestones, engagement cadences, and adoption benchmarks
• Analyze product usage data in partnership with Data Science and internal analytics teams to identify adoption trends, expansion opportunities, and risk signals across the customer base
• Work closely with Sales to ensure smooth trial-to-post-sale transitions and aligned customer expectations
• Collaborate with Product and Development to prioritize enhancements based on structured customer feedback and real-world workflow friction
• Serve as a structured feedback channel to Product Management and Development teams
• Engage credibly with C-suite executives, Managing Partners, AI Innovation Attorneys, KM leaders, and law librarians to secure internal buy-in and drive organizational adoption
• Partner closely with Sales and Account Management to support renewals through demonstrated adoption and measurable value

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