Customer Success Manager

• Establish and maintain a governance model for multiple client accounts within the assigned portfolio.
• Lead the team by allocating resources, assigning responsibilities, coordinating, communicating, and participating in activities necessary to achieve company and client goals.
• Oversee staffing, production and process improvement efforts, and program financials to ensure key objectives are met.
• Ensure Peak Support’s policies, and procedures, as well as the clients, are followed.
• Work alongside multiple individuals in preparing weekly, monthly, and quarterly business reviews and presenting the data to the client.
• Conduct business reviews with Clients and Peak Support Executives (Weekly, Monthly, Quarterly) to evaluate historical trends and ensures that action plans are integrated into the process improvement initiatives.
• Evaluate the performance of each client and partners with support members and the Cabinet (WFM Training, Quality Assurance, and Business Analytics) to implement glidepaths or cure plans for any underperforming metric or task.
• Create strategic plans for process improvements, headcount planning, and other account-specific requirements.
• Partner with the Client Success Executive to identify opportunities for new business with existing clients and account growth.
• Remain engaged with the IT and Technology team to ensure that all tools are running efficiently (internal and client-side) and that security and compliance measures are being followed.
• Help in promoting team engagement through planning, coordinating, communicating, and participating in engagement, rewards and recognition activities.
• Responsible for the performance, growth, and development of all direct reports (Team Leads, Training, and Quality and other roles required to promote overall account performance).

Client Success Manager

• Maintain current clients and grow customer base
• Keep accurate correspondence records and update client details
• Provide process improvement recommendations
• Establish and maintain a governance model for client accounts
• Oversee staffing, production, and process improvement efforts
• Conduct business reviews and present data to clients
• Evaluate client performance and implement plans for improvement
• Partner with Client Success Executive for account growth

• Guide new clients through onboarding and ensure confidence in systems.
• Proactively monitor client projects and address roadblocks.
• Build relationships with clients to encourage repeat business.
• Maintain clear communication with clients and internal teams.
• Ensure quality standards and security in client data handling.

Client Success Specialist – US Client-Facing

• Manage service booking enquiries across multiple platforms
• Schedule and process service bookings in the CRM system
• Maintain and update customer profiles and records accurately
• Respond to customer enquiries in a professional and timely manner
• Conduct post-service follow-ups to measure customer satisfaction and experience
• Perform general administrative duties to support the service department
• Provide reception coverage when required
• Assist with ad hoc administrative tasks and projects as directed

CRM Administrator

• Guide clients and partners through the subscription lifecycle from purchase to renewal
• Handle sales support, quote management, and order management to drive revenue growth and client retention
• Manage a portfolio of renewal opportunities and prepare sales-ready opportunities prior to subscription expiry
• Implement and manage the automatic renewal process
• Respond to inbound client calls and emails, following up in a timely manner
• Ensure all orders are processed and fulfilled efficiently
• Ensure quotes are sent in a timely fashion with well-communicated upgrade and cross-sell options
• Use extensive product knowledge to provide clients with information, and to identify and close cross-sell and upsell opportunities
• Manage all account data, accurately document all client interactions, and ensure records remain up-to-date in Salesforce

Customer Success Associate

• Act as a primary point of contact for member inquiries related to healthcare plans, benefits, care availments, claims, and platform usage through calls and digital support channels
• Provide clear, accurate, and empathetic assistance while maintaining a patient-centric approach
• Take ownership of member concerns by managing cases through to resolution and ensuring timely follow-ups
• Accurately document interactions, actions taken, and outcomes in internal systems
• Collaborate with internal teams such as MedOps, Product, Finance, and Partnerships to resolve member issues and facilitate next steps
• Endorse tasks, follow-ups, or escalations to relevant teams while ensuring continuity of member experience
• Support a shifting work schedule to ensure adequate coverage for a 24/7 in-house support operation
• Uphold company standards for service quality, professionalism, and data privacy at all times
• Ensure compliance with internal policies, healthcare regulations, and confidentiality requirements
• Participate in training, knowledge-sharing sessions, and process updates to stay current on services, policies, and platform enhancements
• Contribute ideas and feedback that help improve member experience and operational efficiency

Customer Success Representative

• Take ownership of the end-to-end renewal process for assigned high-volume accounts, guaranteeing timely contract execution and sustaining a high Gross Revenue Retention (GRR).
• Administer the customer relationship, including processing amendments, addressing billing inquiries, and ensuring CRM data accuracy.
• Evaluate, process, and accurately execute customer downgrade requests in accordance with company policy, ensuring retention risks are identified, documented, and managed through internal escalation or value-based discussions.
• Contribute to special projects and customer-centric initiatives, such as targeted campaigns, process pilots, and operational programs aimed at boosting retention and efficiency.
• Lead customer calls and virtual meetings to facilitate commercial execution and address customer requirements throughout the renewal and retention lifecycle.
• Collaborate daily with a team of Customer Success Managers (CSMs) to deliver a seamless, unified customer experience.
• Serve as the primary point of contact for commercial escalations within your squad, partnering with Finance and Legal departments to overcome renewal obstacles.
• Maintain impeccable CRM hygiene by updating renewal dates, contact information, and commercial notes in real-time to enable accurate executive forecasting.
• Proactively identify bottlenecks within the high-volume renewal workflow and recommend automation or process enhancements to elevate squad efficiency.
• Drive relentless execution to meet and exceed team-based KPIs, including Net Revenue Retention (NRR), On-Time Renewal Rate, and Task Completion Speed.

Customer Success Specialist

• Oversee CS operations to ensure timely, accurate, and high-quality member support
• Manage and develop CS representatives through effective feedback loops, coaching sessions, and workshops to achieve performance, quality, and productivity targets
• Resolve escalated member concerns and coordinate with internal teams on high priority issues
• Implement and maintain CS processes, scripts, and knowledge base content for consistency and compliance
• Analyze service data, track CSAT and key CS metrics, and identify trends, recurring issues and proactive engagement opportunities
• Support and coordinate closely with other functions to deliver an extraordinary user experience

Customer Success Team Lead

• Coach and mentor Customer Success Managers (CSMs) to improve customer satisfaction, retention, and relationship management
• Conduct quality reviews on customer interactions (calls, emails, task updates) and provide detailed feedback
• Develop and deliver coaching plans tailored to individual performance metrics and team goals
• Collaborate with leadership on team skill development, training needs, and continuous improvement
• Lead training sessions and skill refreshers to reinforce best practices and performance standards
• Maintain standardized coaching documentation and feedback tools
• Track, report, and analyze coaching effectiveness and performance trends

• Serve as one of the primary points of contact for assigned clients
• Conduct regular client check-ins to gather feedback and assess engagement health
• Monitor client satisfaction and identify areas for improvement proactively
• Coordinate with recruitment, operations, and leadership teams regarding client concerns or staffing updates
• Track employee performance feedback and escalate concerns when needed
• Help ensure timely resolution of operational or service-related issues
• Maintain client records, meeting notes, and engagement updates in internal trackers or CRM systems
• Prepare simple reports on client feedback, retention risks, and engagement status
• Support onboarding coordination for new clients and newly hired team members
• Assist leadership in improving internal processes and customer experience initiatives
• Follow up on pending action items and ensure commitments to clients are completed on time
• Monitor overall engagement health including communication responsiveness, staffing stability, and client sentiment

Senior Customer Success Manager

• Be a trusted advisor to our customers, helping them achieve their goals and maximise their revenue
• Quickly develop rapport with customers over the phone and guide them to adopt our products
• Develop deep product knowledge and the ability to demonstrate how to optimise our products for the customer’s needs
• Meet KPIs related to revenue expansion and customer adoption scores
• Manage your pipeline and performance to SLAs and KPIs

• Serve as the primary point of contact and trusted advisor for clients
• Ensure client satisfaction, engagement, and long-term success with company products and services
• Build strategic relationships and drive product adoption
• Identify growth opportunities and act as a liaison between clients and internal teams
• Shape client retention, satisfaction, and revenue growth
• Provide strategic guidance and monitor usage patterns for product improvements
• Assist new clients during onboarding and provide education on product features
• Monitor and analyze client usage data to identify trends and opportunities
• Present business reviews showcasing ROI and recommendations for account expansion
• Maintain up-to-date client interaction records and gather feedback to improve services

• Establish tailored onboarding and training plans for new enterprise clients in APAC to ensure they learn, adopt, and are successful at the onset with the Traackr product. This includes specific coaching and use case analysis.
• Determine critical measures for success for clients’ influencer programs to ensure there are quantitative and qualitative ways to measure progress.
• Leverage knowledge of current important program gaps to elevate and highlight the Traackr product in addition to strategic program goals.
• Monitor and address adoption and usage for clients in APAC region.
• Partner with Client Partners and fellow Customer Success Managers to establish strategic account management efforts by identifying and escalating signals of risk accounts and areas for further account growth

• Managing vendor contract compliance
• Participating in new vendor implementation
• Ensuring that Arise achieves and exceeds all client metrics
• Program analysis and reporting through strong analytical reports to illustrate results and achievement of program metrics
• Overseeing goal setting, monitoring of program trends
• Participating in client meeting and calibration sessions on a daily/weekly basis
• Developing and implementing improvement action plans that can be offered to vendors
• Initial point of escalation on the program. Responsible for escalation tracking and resolution
• Budget management
• Coordinate with the Director, Customer Success to achieve client metrics
• Related duties as required
• Special projects as assigned by Senior Manager, Customer Success or Director, Customer Success
• Works independently to drive client program metrics

Manager, Customer Success

• Manage a portfolio of enterprise accounts post-sale
• Lead onboarding and early-stage engagement
• Own the customer relationship throughout the lifecycle
• Contribute to customer success planning by helping define customer goals
• Monitor account health qualitatively
• Work closely with Service Level Management (SLM), Support, Product, and Engineering
• Remain close to customer issues and communication during incidents
• Track customer activity, actions, risks, and next steps across multiple accounts
• Identify recurring customer challenges and contribute to improving onboarding, engagement, and customer experience practices

Customer Success Manager – Enterprise Accounts

• Act as the first line of support for incoming broker and customer queries via phone, chat, or email.
• Deliver exceptional service, ensuring timely and accurate responses.
• Proactively follow up on open queries until resolution.
• Educate brokers and customers on the Bridgit loan process, documentation, and next steps.
• Identify the nature of each enquiry and escalate appropriately to the relevant internal stakeholder.
• Track and manage all escalations to ensure accountability and timely closure.
• Keep brokers and customers regularly informed of progress until resolution.
• Maintain detailed records of customer and broker interactions in our systems.
• Identify recurring issues or process gaps and collaborate with Sales Operations to improve workflows.
• Provide feedback and insights to leadership on common customer pain points or service trends.
• Contribute to retention initiatives by spotting opportunities to improve customer experience and broker satisfaction.

• Hire, lead, coach, and develop a high-performing team of CSMs to exceed retention, renewal-readiness, and expansion goals.
• Drive accountability through effective one-on-ones, performance management, and results-focused coaching.
• Analyze team success metrics to inform onboarding, training, and mentoring strategies.
• Foster a growth mindset, strong collaboration, and customer-first culture across the team.
• Execute and evolve Customer Success strategies that increase product adoption, utilization, and customer value.
• Ensure CSMs effectively guide customers through key lifecycle moments: onboarding, adoption milestones, value realization, and renewal readiness.
• Analyze customer health, engagement, and success metrics to continuously improve playbooks and engagement approaches.
• Partner closely with Renewals Managers and Account Managers as part of a coordinated account team to ensure alignment across value delivery, renewal execution, and expansion.
• Assist on customer calls, providing real-time coaching and distilling themes for CS, Sales, Marketing, and Product leadership.
• Use data and insights (e.g., Salesforce, Gainsight) to track performance, identify trends, and drive continuous improvement.

• Handle and process cancellation requests, discount requests, and training requests, focusing on retaining customers and preventing churn.
• Improve usage and adoption through proactive and content-driven communications.
• Diagnose potential barriers to renewal and work with customers to overcome these barriers.
• Demonstrate commitment to our customer base through the highest level of responsiveness.
• Identify ways we can consistently delight our customers.
• Proactively communicate with customers to provide helpful information, invite them to events, and assist with outreach campaigns.

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