Customer Success Manager

• Manage and own the relationship with the client senior leadership team for Experity’s largest and most complicated clients.
• Meet with client management on a regular basis and build relationships at multiple levels.
• Communication cadence to include, at minimum, monthly business reviews and annual on-site leadership meetings.
• Responsible for ensuring service level commitments are met for each client.
• Coordinate and hold accountable internal service teams as necessary to ensure successful delivery of our products and services.
• Support client adherence to prescriptive best practice setup and configuration of our products.
• Monitor performance metrics and aid in identification of opportunities for improvement.
• Maintain an understanding of the urgent care business model, client workflows and common market problems.
• Provide system and industry expertise with consultative approach focused on ensuring optimal utilization and realized value of Experity solutions.
• Increase customer satisfaction by understanding business needs and supporting expanded utilization of Experity solutions.
• Elevate client relationships from vendor/partner to trusted business advisor.
• Provide revenue cycle management expertise toward ongoing process improvement and compliance initiatives.
• Responsible for working with clients to reduce recurring errors and reduce claim exceptions.
• RCM success management to include: Interpret and provide analysis of clinic financial data through key reports and revenue cycle drivers.
• Lead a monthly meeting to review accounts receivable status, KPI and accounting reports with client’s financial team.
• Support the development and ongoing management of prescriptive best practice PM system setup, EDI processes, and revenue cycle workflows.
• Collaborate with the RCM Operations and RCM Management teams to ensure client/company alliance on prioritization and approach to service delivery.
• Manage and communicate findings effectively with assigned clinics and their management staff to achieve optimum performance.
• Identify trends and carrier issues relating to billing and reimbursements.
• Act as liaison for internal and external communications with assigned clients.
• Manage ongoing conference calls and ensure a positive relationship with assigned accounts.
• Provide regular status reports and manage task lists on assigned accounts progress for all project areas.
• Support sales process with potential clients.
• Identify opportunities for selling additional solutions into client base.
• Support Sales when subject matter expertise is needed.
• Proactively nurture opportunities for references, referrals, and case studies.
• Work with Experity Finance to support client invoice questions and support collection efforts on aged accounts receivable balances.

Senior Enterprise Client Success Manager

• Coordinate closely with internal teams and customer contacts to maintain accurate, up-to-date delivery schedules, targeting 100% on-time delivery.
• Lead weekly touchpoints with site general contractors, customer sourcing teams, and internal demand planning to ensure alignment.
• Achieve 100% annual ship forecast accuracy by managing customer pull-in/push-out requests and collaborating with internal planning teams.
• Ensure all customer orders are entered into the system and confirmed within 24 hours of receipt.
• Gather and evaluate supply performance feedback from both the customer and internal site teams.
• Develop and implement improvement plans to ensure consistently positive performance ratings, including “pass” results on all supplier performance assessments.
• Partner with internal logistics and field support teams to coordinate delivery, commissioning, and hand-off activities, ensuring 100% on-time commissioning and customer readiness.
• Prepare and deliver weekly account supply updates, including demand schedule changes, new order activity, and field delivery status.
• Play a key role in quarterly business reviews with the customer, including presentation development, in-person delivery, and supporting the account coordinator with preparation and insights.

• Provide leadership, management, and oversight in the Client Success Organization.
• Lead front line teams and/or managers who are critical to providing strong service to customers, brokers, and partner areas.
• Develop strategic service solutions that meet diverse marketplace needs.
• Direct the day-to-day support for field services and direct support to Unum and Colonial Life sales teams, field agents, brokers and others across products, services, & segments.
• Manage internal and external customer expectations through project planning and partnering efforts throughout the corporation.
• Collaborate with internal and field partners to drive persistency objectives, facilitate a feedback/adjustment model, develop, and implement strategic initiatives that improve CSAT, operational effectiveness and service quality.
• Analyze, drive, and implement process improvements centered-around ease of doing business, service excellence, training, and knowledge management.
• Collaborate with inter-department key operations to ensure achievement of scorecard metrics, business continuity and forecasted/real-time adjustments to service model requirements.
• Communicate trends and root cause; create solutions to prevent future occurrences.
• Act as an advocate for the field offices by surfacing trends/sales barriers/service model breakdowns to appropriate partners.
• Recruit, lead, mentor, and provide development for assigned personnel to foster and create a strong work environment for an organization of customer facing employees and ensure strong leadership succession planning.
• Provide project support and resources for key strategic initiatives as both SME and decision maker.
• Implement and effectively manage organizational change. Communicate and build support for corporate mission and objectives.
• Identify and manage risks, resolve conflicts and remove barriers that impede the area’s ability to achieve goals and performance expectations.
• Provide direction and decisions to expedite resolution of field issues and support in policy decisions.
• Interface across levels and departments to mobilize commitment and ensure timely and appropriate assistance to mediate customer’s needs as well as ensure customer and client satisfaction and alignment with policies, procedures, goals, and objectives.
• Review, investigate, resolve, respond, and serve as the subject matter expert in resolution of service questions and issues from the field, as well as internal departments and external clients.
• Provide block management for over 75,000 customers of varying complexity, working with the field offices/management, Implementation, Underwriting, ICS and other Home Office areas to resolve problems and/or strengthen customer relations

Director, Client Success

• Lead day-to-day onboarding execution: securing customer access, coordinating with the development team on technical setup, building out onboarding templates, and keeping projects moving from access through delivery.
• Partner closely with the Head of Customer Experience as a through line for customers — joining sales calls, kickoff meetings, data practices conversations, strategy sessions, and training engagements.
• Run customer-facing meetings independently once strategy is defined, including ongoing monthly check-ins and relationship management for an assigned book of churches.
• Translate between customers and the dev team: bring solutions back from engineering, follow up with customers on what's complete and what remains, and reduce the number of times an engineer has to be pulled into customer calls.
• Support documenting processes as they are designed — onboarding playbooks, support workflows, training best practices, ministry-specific strategies — so the team can scale.
• Identify what can be automated or delegated (including to AI tools) versus what must stay human and pastoral, and help build that operational backbone.
• Travel periodically for in-person training and customer engagements alongside the Head of Customer Experience.

• Lead the buildout, optimization, and automation of Technolutions Slate Deliver campaigns, including email templates, audiences, populations, rules, and scheduled communications.
• Design and implement Technolutions Slate Events and Scheduler, including templates, forms, check-in processes, and communications.
• Provide training, documentation, and ongoing user support that promotes user confidence and independence.
• Conduct testing and monitoring to ensure functionality and data accuracy.
• Collaborate with the Director of Enrollment Operations and Systems to develop Objectives and Key Results (OKRs) related to enrollment operational efficiency across all programs, analyzing data to measure effectiveness and inform continuous improvement strategies.
• Identify inefficiencies, recommend process improvements, and implement workflow enhancements.
• Other duties as assigned

CRM Analyst

• Lead end-to-end implementation of GPO services for new and transitioning healthcare clients.
• Develop and manage detailed project plans, timelines, and deliverables.
• Coordinate cross-functional teams (Supply Chain, Pharmacy, Finance, IT, Vendors).
• Oversee item master and formulary conversion to align with GPO contracts.
• Ensure accurate and timely setup of contract pricing, tiers, and distribution agreements.
• Validate savings opportunities through benchmarking and cost analysis.
• Conduct financial analysis as necessary for contract tier optimization.
• Act as the primary point of contact for clients during implementation.
• Conduct regular status meetings, provide progress reports, and manage issue resolution.
• Support client education on GPO model, compliance, and reporting tools.
• Guide hospital leadership and supply chain teams through transition from prior GPO.
• Facilitate adoption of new processes, policies, and compliance requirements.
• Address barriers to implementation and escalate risks as needed.
• Track realized savings against pro forma projections.
• Provide reporting on compliance, contract utilization, and cost reduction.
• Transition client to ongoing account management team post-implementation.

Client Success Manager

• Lead designated territory and provide end-to-end renewal execution support to ensure customer retention and annual revenue and growth targets.
• Spearhead renewal negotiations and drive incremental revenue.
• Connect with customers regularly both virtually and in-person to become a trusted advisor.
• Establish strong relationships based on knowledge of customer requirements and commitment to value.
• Encourage all accounts to become Neumo references.
• Develop effective and specific account plans to ensure revenue target delivery and sustainable growth by driving Demand Generation, Pipeline and Opportunity Management strategies.
• Leverage internal Neumo resources to navigate contract creation, pricing, closing and bookings.
• Ensure effective Pipeline planning - Follow a disciplined approach to maintaining a rolling pipeline.

• Aid company growth by nourishing, building, and growing relationships across a portfolio of clients
• Establish clear goals, milestones and metrics that you and the Customer will be working towards; periodically re-assessing and reviewing these with the Customer
• Understand and align with your clients business goals, most importantly using the Energage platform to help them in achieving those goals
• Work collaboratively with a variety of other departments, such as Onboarding and Support, Consulting Solutions, Partnerships, and Contracts to ensure ongoing customer satisfaction and retention
• Contribute to revenue generation through renewals and account expansion by identifying upselling opportunities for consulting services and cross-selling new products
• Completing regular checkpoints via phone and email, sending relevant marketing content, etc.

Customer Success Manager – Standard

• Acts as the key point of contact for assigned health plans.
• Facilitates Health Plan meetings to address escalated issues.
• Tracks client issues that require research/investigation & coordination to reach resolutions.
• Collaborates with internal resources to resolve client issues.
• Uses data and facts to identify and solve a range of problems for assigned health plans.
• Delivers effective and time sensitive verbal and written communications to internal and external audiences.
• Assesses the needs of health plan partners and helps define and implement necessary changes to services/management processes.
• Partners with internal groups to ensure effective and efficient end-to-end problem-solving.
• Collaborates with matrix partners and other internal resources to resolve escalated, complex, and sensitive provider issues.
• Delivers effective verbal and written communications appropriate to internal and external audiences.
• Plan, coordinate, and host client and internal meetings.
• Regular cadence data and reporting responsibilities.

Client Experience Manager

• Own a portfolio of customer renewals within a rolling 90-day window.
• Maintain clear visibility into renewal status, customer sentiment, risk, and next steps.
• Conduct proactive renewal readiness reviews to identify potential blockers or concerns ahead of renewal.
• Serve as the primary point of contact for assigned accounts.
• Build strong working relationships with customer stakeholders across hospitality organizations.
• Coordinate internal response efforts related to customer escalations and high-priority concerns.

Customer Success Manager – Hospitality

• Lead, coach, and develop a team of Customer Success Managers and Senior Customer Success Managers, building individual capability and a high-performing team culture within your tier.
• Help recruit, hire, and retain top CS talent as the organization scales.
• Own team-level performance against key metrics including gross revenue retention, product adoption, customer health scores, and engagement quality within your tier.
• Serve as an executive sponsor and escalation point on at-risk or high-complexity accounts, partnering directly with CSMs to stabilize and recover customer relationships.
• Develop and continuously improve tier-specific operating processes including account planning frameworks, QBR and EBR structure, health scoring criteria, escalation protocols, and onboarding handoffs from Professional Services.
• Partner with Account Management to ensure clean alignment between the success motion and the commercial motion, with clearly defined roles, shared visibility, and effective renewal handoffs.
• Collaborate with the Director of Core CS and the VP of Customer Success to align practices across the broader CS organization and maintain a consistent customer experience.
• Partner cross-functionally with Product, Professional Services, and Support to represent the voice of your customer segment and drive systemic improvements to the customer experience.
• Provide accurate visibility into team activity, account health, and retention risk through Salesforce and reporting tools.
• Participate in QBRs and EBRs with strategic and enterprise customers as a senior sponsor, particularly on high-value or at-risk relationships.

Director of Customer Success – Strategic Accounts

• Respond to client inquiries promptly via email, phone, or in-person meetings.
• Schedule and conduct regular check-ins to discuss client needs and gather feedback.
• Ensure timely resolution of client issues; escalate concerns as necessary.
• Build and maintain strong, long-lasting relationships with clients.
• Develop an understanding of client business goals to provide tailored solutions.
• Monitor client satisfaction and address concerns to maintain high service levels.
• Identify and pursue new business opportunities within existing accounts.
• Prepare and present proposals or statements of work for additional services or products.
• Negotiate contracts and close sales, meeting or exceeding set targets.
• Work closely with sales, marketing, product, and support teams to meet client needs.
• Share client feedback to drive product and service enhancements.
• Maintain accurate records of client interactions and sales activities in CRM systems.
• Generate regular reports on account status and key performance metrics.
• Analyze client data to identify trends, risks, and opportunities for upselling or cross-selling.
• Develop account plans aligned with client and company objectives.
• Participate in strategic meetings to support client growth and retention.
• Stay informed about industry trends and competitor activities to provide strategic advice.
• Proactively invite clients to webinars and company events.

Client Engagement Manager

• 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

• Guide customers through each phase of their Proofpoint journey, serving as a trusted advisor through specific activities aimed at providing realized value from their partnership with us.
• Create and maintain Customer Success Plans (CSP) for each of your customers that align with their strategic goals and leverages language meaningful to them
• Secure approval from your customers’ decision makers on the CSP’s content and timeline
• Meet regularly with customers for health checks to review product adoption and provide them with specific, actionable guidance on how they can get more value from what they already own
• Be a relentless advocate for customers to help ensure that Proofpoint deployments are successful
• Consistently gather feedback to identify trends and acting as the voice of the customer, provide that structured feedback to product management
• Identify At Risk customers that are not achieving their desired outcome and as needed, lead cross-functional efforts to get those customers back on track
• Engage appropriate team members from cross functional groups such as Sales, Marketing, Engineering, Support, and Professional Services to help address underlying causes of churn and dissatisfaction
• Learn and document your customers’ environment to ensure their success with the current tech stack and identify opportunities for new solutions to address their pain points or help them exploit new markets.

Customer Success Manager – High Touch

• 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.

• Use disciplined account planning to maintain client relationships, enhance customer satisfaction, and increase account penetration.
• Responsible for handling customer complaints by investigating problems and providing solutions.
• Develop a comprehensive understanding of our solutions and how they overcome customer challenges.
• Work with cross-functional teams to develop strategies and materials to increase the quality and efficiency of support to customers.
• Drive strategic add-on and renewal business to Enterprise customers.
• Develop a long-lasting, trusted advisor relationship with assigned accounts.

Enterprise Customer Success Manager

• Own executive-level relationships for strategic healthcare client accounts.
• Lead quarterly business reviews, renewal discussions, and ongoing executive engagement.
• Proactively monitor client health, adoption, satisfaction, and retention trends.
• Partner cross-functionally with Sales, Product, Operations, and Support teams to deliver seamless client experiences.
• Identify growth opportunities while mitigating client risks and driving long-term retention.
• Travel up to 25% as needed.

• 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

• Own a portfolio of customer renewals within a rolling 90-day window.
• Serve as the primary point of contact for assigned accounts.
• Establish and maintain a regular cadence of customer calls (monthly or quarterly depending on account tier).
• Build relationships with key stakeholders across senior living organizations.
• Facilitate structured customer discussions around product roadmap direction and future platform capabilities.
• Coordinate with Professional Services and Sales to align customers to the appropriate migration path and timing.

• Lead customer onboarding, acting as the primary point of contact to ensure a smooth and value-driven implementation process.
• Develop strong, trusted relationships with key stakeholders at all levels, understanding their strategic goals and aligning DexoryView’s capabilities accordingly.
• Deliver customer training and workshops onsite and virtually, ensuring teams are confident using the platform and fully understand its benefits.
• Create and manage Success Plans for customers, mapping business goals to platform usage, with clear KPIs and milestones.
• Monitor account health through usage data, feedback, and engagement signals to proactively address risks and drive retention.
• Own customer renewals and upsell opportunities, identifying ways to expand usage and advocate for new features that meet evolving needs.
• Collaborate with Sales, Product, and Engineering teams to ensure the customer voice is represented and customer outcomes are delivered.
• Gather and report customer feedback, using insights to shape ongoing product development and customer enablement strategies.

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