Customer Success Manager

• Responsible for advising and leading the implementation of CRM strategies, optimizing CRM systems, and ensuring they align with business objectives to enhance customer relationships and drive business growth.
• Develop and implement CRM strategies that align with business goals and drive customer engagement.
• Oversee complex CRM projects, ensuring completion on time and within budget.
• Work closely with senior management and other stakeholders to ensure CRM solutions meet business needs.
• Continuously refine and optimize CRM systems based on evolving business requirements and feedback.
• Lead consulting projects focused on enhancing capabilities for clients in the CRM Domain.
• Take responsibility for significant project components and contribute to larger initiatives.
• Advise clients on their digital roadmap and identifying value generation opportunities.
• Act as a mentor for junior consultants and analysts.
• Develop recognized expertise in multiple relevant technologies or topics.
• Manage business backlog items and drive prioritization through value generation.
• Act as a subject matter expert in client pitches and business development activities.
• Conduct requirements engineering and create functional specifications for solutions based on platforms like Adobe, Salesforce, Microsoft Dynamics & Sitecore.
• Document and manage functional/non-functional requirements through various techniques.
• Define and enhance industry-specific business processes.
• Support and consult customers throughout their digital projects, ensuring the best possible customer experience.
• Build the business bridge between internal stakeholders and client stakeholders.
• Collaborate closely with development, UX/Design, and content teams.
• Prepare and facilitate client workshops for idea creation and requirements engineering.
• Stay updated on digital trends and understanding their impact on clients’ businesses.

Senior CRM Consultant advising on implementation and optimization of CRM strategies.

Senior / Lead CRM & Loyalty Consultant

Senior CRM Consultant leading CRM strategy implementation to enhance customer relationships and drive business growth. Collaborating with clients for digital transformation across multiple industries.

• Drive Reg→Purchase conversion through triggered post-quiz, paywall-abandonment, and onboarding sequences across email, SMS, and web push.
• Own first-purchase activation across the first 7 days.
• Differentiate renewal sequences by plan tier (1 / 3 / 6 month).
• Build pre-cancel intervention flows — pause offer, plan-switch, value reminder — using captured cancel reason.
• Move the dial on month-1 rebill rate, the single most leveraged metric in our subscription economics.
• Build the reactivation engine for the cancelled cohort — across email and SMS, personalized by cancel reason and tenure.
• Recover revenue from a base that is currently dormant due to deliverability issues.
• Own the CRM-driven path to add-on products (Resume Review, Resume Builder): timing, segmentation, copy, channel.
• Lead the migration off our current ESP onto our chosen omnichannel platform (Maestra is the current candidate; Customer.io is the alternative).
• Recover and maintain email domain reputation.
• Stand up SMS as a first-class channel — including US compliance (TCPA, A2P 10DLC).
• Stand up web push and orchestrate cross-channel flows (email → SMS → push cascades).
• Implement incremental measurement with holdouts on every flow.

Lead CVM lifecycle marketing for US b2c subscription at JobHire.AI

CRM, CVM, Lifecycle, Retention Marketing Lead

Lead CVM and lifecycle marketing initiatives for US b2c subscription service JobHire.AI. Transform customer value management through strategic email, SMS, and web push marketing.

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Senior / Lead CRM & Loyalty Consultant

CRM, CVM, Lifecycle, Retention Marketing Lead