Customer Success Manager

• Own post-sale success for a portfolio of customers, serving as the primary point of contact.
• Build trusted relationships with customer stakeholders, understand their goals and timelines, and align Oura's capabilities to what success actually looks like for their team.
• Drive adoption, engagement, and retention by ensuring customers realize clear value from Oura’s products and services.
• Lead specialized onboarding for research teams, managing deployment logistics for study participants and ongoing lifecycle execution in partnership with Sales.
• Monitor account health, proactively identifying risks, renewal needs, and expansion opportunities.
• Collaborate cross-functionally with Sales, Enterprise Support, Product, and Operations to deliver a seamless customer experience.
• Apply an understanding of research environments — including data privacy considerations (GDPR/HIPAA) and stakeholder structures — to tailor your approach for each customer.
• Manage multiple customer initiatives with strong execution, clear communication, and sound project management.
• Capture and share customer insights to inform product and process improvements.
• Maintain accurate account records and engagement data in CRM and internal systems.
• Own post-sale relationships for a portfolio of customers and/or partners, serving as the primary point of contact for ongoing success.

Customer Success Manager, Research

• Partner with the respective Territory Manager on sales strategies to maximize revenue with assigned and prospective accounts.
• Answer incoming calls from assigned accounts to take sales orders and/or handle customer service issues.
• Initiate proactive calls to established accounts in order to grow sales revenue and develop customer loyalty.
• Assist accounts in the research and purchase of items that are both stocked and non-stocked by Animal Health and manufacturer partners.
• Deliver excellent customer service by communicating with purchasers and utilizing reference materials, as needed, to follow through with accounts.
• Assist accounts with questions or concerns while maintaining a professional and friendly attitude.
• Assist accounts with the return of incorrect or damaged merchandise within established guidelines.
• Attend weekly sales meetings to keep informed on new products and changes within the industry.
• Process orders for assigned territory.
• Monitor backorder status for accounts.
• May gather information regarding assigned territory or accounts and share necessary information with TM partner.
• Contact accounts to gather information, offer appropriate specials and programs, and communicate industry information related to the account and the company.
• Support general queue sales calls.
• Minimal travel requirements.

Customer Engagement Representative

• 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

• Help to identify product improvement opportunities by capturing customer feedback to collaborate with different teams to drive potential change.
• Provide daily support to members who need assistance with their online subscription
• Gather the customer's information and determine the issue by evaluating and analyzing the issue.
• Stay current with system information, changes, and updates.
• Effectively share best practices and experiences with colleagues.
• Keep accurate records of subscribers’ service by utilizing software systems.
• Accurately input customer payments and other information such as vacation stops, change of address, digital and print subscription starts.
• Help subscribers maximize the benefits of their membership and demonstrate the value of the FCC sites by matching interests and requirements to content, tools, and features.
• Handle phone inquiries and address complaints from company stakeholders in a pleasant, polite, and efficient manner.
• Maintain confidentiality of members and adhere to PCI compliance practices.
• Assist members in troubleshooting access difficulties to our online platform.
• Daily computer processing and other duties as assigned.

Customer Success Representative

• Provide premium client support through account management, denied claim recovery, and complex claims investigations to assigned clients
• Build and manage ongoing professional relationships with clients and stakeholders
• Ensure we maintain relationships at multiple levels within the client
• Provide insights to help drive consistent account placements from assigned clients
• Identify cross-selling opportunities for other Aspirion service and coordinate efforts with assigned sales executive
• Organize training for clients by assessing their needs and communicating with both client and Aspirion departments
• Communicate with clients to resolve escalated processing/protocol issues
• Conduct monthly operational reviews and quarterly business reviews with clients, on site if client preference
• Handle client complaints, provide appropriate solutions and alternatives within appropriate time limits; follow up to ensure resolution
• Communicate with internal departments to assist in resolving client issues, tracking the interactions using the internal systems provided
• Provide regular updates to clients regarding Aspirion’s contribution to their revenue
• Analyze trends and report on key performance indicators
• Identify and assess client needs to exceed expectations
• Interact with staff at all levels, sometimes under pressure; remain flexible, proactive, resourceful, and efficient, with a high level of professionalism and confidentiality
• Maintain HIPAA certification and compliance
• Provides client with feedback of systemic account issues
• Draft and send client visit memo to client detailing issues discussed and resolved during visits
• Include Aspirion success stories in memo
• Ensures any account projects are being worked in a timely fashion (e.g., provider relations spreadsheets, billing projects, etc.)
• Creates process for obtaining information and resolving issues with clients
• Create Processes and Protocols document for Aspirion Team to follow and review
• Requests system access credentials and assist with system access issues
• All other duties as assigned to maintain company standards and client protocols
• Performs other related duties as assigned

Client Success Manager

• Serve as the dedicated customer success lead for a key client, building strong relationships and driving outcomes through regular onsite collaboration.
• 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.

Customer Success Executive

• Build and maintain strong relationships with our customers.
• Understand customers' business objectives and help leverage our solutions.
• Manage customer handoff from Onboarding team to Regional Operations team.
• Proactively monitor customer health and engage to ensure success.
• Develop and deliver Quarterly Business Reviews.
• Gather customer feedback for product development.
• Triage partner requests and work with relevant teams.
• Keep partners informed of issues in parking facilities.
• Respond to every customer inquiry in a timely manner.
• Help partners troubleshoot product-related bugs or concerns.
• Look for opportunities for expanding partnerships with customers.

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