Customer Success Manager

• Serve as the primary point of contact for customers, fostering strong relationships with government end users and commercial clients.
• Conduct regular Quarterly Business Reviews (QBRs) to communicate progress, gather feedback, and ensure alignment with customer goals.
• Responsible for renewals, upsells, and cross sells.
• Partner closely with engineering and product teams to ensure timely and successful delivery of technical solutions.
• Translate customer needs into actionable requirements, ensuring seamless integration and deployment of our PaaS solutions.
• Guide customers through the Authority to Operate (ATO) compliance process, ensuring they meet necessary security and regulatory standards.
• Stay up-to-date on compliance trends, government requirements, and cloud security best practices to support customer success.
• Serve as a trusted technical advisor, helping customers optimize their use of our platform.
• Advocate for customers by sharing feedback and insights to inform product development and enhancements.
• Monitor customer success metrics, including adoption rates, satisfaction scores, and retention, to identify opportunities for improvement.
• Develop and execute strategies to improve customer outcomes and increase platform utilization.

Mission Success Manager

• Acts as the product SME, assisting customers with their product questions and technical requirements, writing scripts, troubleshooting, training and other technical requests.
• Working together with product and engineering teams ensuring our customers and partners get the most out of our products.
• Ensure technical knowledge of the team is translated into articles and guides for our customers to consume allowing our customer coverage to scale.

Customer Success Architect

• Build, develop and manage relationships with a variety of clients ranging from senior C-levels to more junior client professions in IT, HR, Supply Chain, Marketing, Finance, Legal, and Sales practices ensuring they are successful in the utilization of their Gartner subscription, resulting in customer satisfaction, retention, and growth
• Introduce Gartner services and capabilities to new clients and communicate value to decision makers
• Facilitate client calls and engagements to surface client priorities, and recommend a program of action that drives high value and return of investment on their Gartner membership
• Collaborate with internal Gartner partners to overcome obstacles and maximize the value Gartner delivers to clients
• Conduct regular reviews of client book of business looking into performance and key client engagement metrics

Client Success Associate, Spanish Speaking

• Deliver timely execution of CRM campaigns aligned with US market strategies, taking full ownership of campaign quality and on-schedule deployment
• Own and manage customer journeys across key lifecycle stages including onboarding, retention, reactivation, and loyalty, ensuring each stage delivers measurable engagement outcomes
• Plan, set up, schedule, deploy and report on campaigns across Modals, In-App notifications, Push notifications, and Email
• Conduct A/B testing to measure campaign performance and contribute to optimisation efforts
• Analyse campaign performance data and deliver actionable recommendations that directly improve engagement and retention outcomes
• Brief and partner with copywriters and designers to deliver assets for customer communications, ensuring brand and quality standards are met
• Lead the end-to-end execution of generosity campaigns, from setup through to post-campaign analysis
• Work closely with the US Customer Engagement Manager and VP of Marketing to plan and execute customer engagement campaigns aligned to business priorities, collaborating with the broader US Marketing team on concepts and execution, and the global CRM team on best practices
• Proactively contribute performance insights and learnings to the global Customer Engagement team, driving improvements to efficiency and best practice across markets
• Identify and resolve inefficiencies or errors in campaign processes, recommending and implementing improvements to execution standards
• Leverage tools including Quick Suite, Amplitude, and Braze to identify trends, define segmentation and targeting strategies, and translate findings into concrete campaign improvements
• Ensure all CRM activities adhere to US gambling, data protection and privacy regulations.

Lifecycle Marketing Specialist, CRM Specialist

• Acting as a point of contact for any major customer incidents, being responsible for managing expectations and communications through resolution.
• Analyzing customer data such as support cases, survey responses, and renewal behaviors to identify technical trends and risks.
• Acting as the voice of the customer internally to advocate for their needs.
• Monitor and identify adoption and utilization trends, providing recommendations based on risk and customer needs.
• Providing proactive guidance on Ping's features based on the customer's interests and business objectives.
• Own the ultimate responsibility for the customer's onboarding, adoption, and advocacy across a portfolio of customers.
• Developing and delivering "success plans" that identify technical stakeholders, milestones, metrics, and risks for key customers.
• Leading technically complex customer issues from start to finish and identifying opportunities for new solutions.
• Collaborating with cross-functional teams (including Product and Engineering) to help resolve customer needs or projects.
• Driving business value for customers by partnering with them to define desired business outcomes, focusing on maximizing value realization across the Ping platform.
• Leveraging multiple Ping solutions to provide high-level technical advisement to customers.
• Discussing IAM best practices within on-premise, hybrid cloud, and on-premise infrastructures where deployment complexity is high.
• Engaging with technical and business owners at all levels on the customer side.
• Communicating and influencing effectively at all levels of the organization, including C-level.
• Occasionally traveling to customer sites and being available for some after-hours or weekend coverage as needed.
• Willingness to be a hands-on contributor.

Customer Success Executive

• Own the post-sale relationship for an assigned book of RCM customers, with accountability for satisfaction, retention, and growth
• Lead the sales-to-success handoff process and ensure continuity throughout the customer journey
• Conduct post-sales/pre-onboarding alignment with Sales to review what was promised, client pain points, timeline expectations, and any high-maintenance signals
• Introduce yourself to the customer during onboarding and maintain a consistent presence throughout
• Hold a post-onboarding/pre-testing check-in to confirm readiness
• Lead a post-testing/pre-billing go-live call to define communication cadence, escalation paths, mutual responsibilities, and expectations around early-stage claim delays or adjustments
• Execute a structured customer engagement cadence 30/60/90-day check-ins beginning after onboarding and first claim/bill
• Weekly post go-live check-ins, transitioning to an ongoing meeting cadence as the relationship matures
• Quarterly business reviews covering performance against KPIs, account health, and improvement planning
• Set clear expectations on responsibilities, escalation paths, and the early-stage billing experience, including normalizing initial claim adjustments and providing assurance that the account is being closely monitored
• Build customer confidence by proactively monitoring accounts, surfacing issues early, and coordinating timely resolution across internal teams
• Manage customer escalations related to billing, onboarding, or product experience, ensuring clear ownership, deadlines, and customer communication throughout
• Track and report on customer health metrics, including retention, satisfaction (CSAT), ticket volume, time to resolution, and leading indicators of churn
• Partner with Sales and Operations to identify expansion opportunities and support contract renewals
• Maintain accurate, up-to-date records of all customer interactions, action items, and account status in internal systems
• Translate recurring customer themes into actionable feedback for Operations, Product, and Sales leadership to reduce repeat friction.

RCM Customer Success Manager

• Own the success of an assigned portfolio of accounts
• Develop and maintain strong relationships with key stakeholders
• Build and execute Success Plans that align each customer’s unique goals
• Advocate for customer needs and feedback internally
• Monitor customer usage patterns to address potential churn

Customer Success Advisor

• Own a portfolio of strategic, high-revenue accounts with clear accountability for retention, upsell, and expansion.
• Build deep, trusted relationships with senior customer stakeholders, acting as a strategic advisor and primary point of contact.
• Develop and execute account plans that drive long-term growth, product adoption, and commercial expansion.
• Identify and close upsell and cross-sell opportunities across the Swap product suite, partnering closely with Sales where required.
• Lead complex escalations, coordinating internal teams to resolve issues quickly while maintaining customer confidence.
• Run structured, high-impact QBRs and strategic check-ins, tying product value to customer business outcomes.
• Collaborate cross-functionally with Product, Support, Onboarding, and Finance to deliver against customer goals.
• Maintain accurate forecasting, account health tracking, and CRM hygiene for your book of business.

• Lead prospect and/or client calls to understand client priorities and challenges and articulate the value of Gartner’s renowned products and services.
• Understand and communicate Gartner services and capabilities to prospective clients and demonstrate value to decision makers.
• Collaborate with our Sales teams on how to effectively demonstrate Gartner products and resources to prospects or clients to increase likelihood of engaging and purchasing a license.
• Communicate with internal Gartner partners to overcome obstacles and maximize the value Gartner delivers to prospects and clients.
• Research prospective and existing companies, C-Level executives, business trends, and competitive intelligence to prepare relevant and tailored Gartner resources to drive impact.

• Partner with clients ranging from senior C-levels to more junior client professions in IT, HR, Supply Chain, Marketing, Finance, Legal, and Sales practices
• Deliver value to decision makers and drive Gartner growth by working as part of a service team
• Identify client priorities and understand how to align Gartner's resources to provide best in class service
• Collaborate with internal Gartner stakeholders to drive service delivery & business results
• Leverage insights & metrics to drive continuous client engagement, satisfaction, retention and growth

Client Success Associate – New Graduates, Early Career

• As our Client Success Manager you’ll be at the heart of building and nurturing long-term, strategic relationships with enterprise clients.
• You’ll partner closely with clients to ensure they achieve their goals through our services, acting as the bridge between their needs and our internal teams.
• Drive client satisfaction, retention, product adoption, and advocacy, making a tangible impact on both their success and ours.
• Drive Strategic Growth: Translate complex client goals into long-term success strategies that align outcomes, mitigate risk, and accelerate adoption across global workforces.
• Lead High-Impact Conversations: Own executive-level relationships (CHROs, CFOs, VPs, Global Mobility leaders) and guide strategic business reviews, steering committees, and multi-stakeholder planning sessions.
• Unlock Expansion Opportunities: Partner with commercial teams to lead renewal strategies, strengthen forecasting accuracy, and proactively identify upsell and growth opportunities.
• Maximize Client Value: Develop a deep, holistic understanding of Safeguard Global’s services and educate clients on advanced capabilities, roadmap innovation, and best practices to increase adoption and ROI.
• Convert Strategy into Revenue: Support detailed scoping and solution design to ensure seamless transitions from opportunity to live revenue with a high probability of success.
• Ensure Delivery Excellence: Oversee end-to-end governance of complex client portfolios, maintaining compliance with contractual commitments and service standards.
• Identify & Mitigate Risk: Analyze patterns of risk across countries, service lines, and stakeholders, proactively addressing issues before they impact performance.
• Enable Data-Driven Decisions: Maintain accurate Salesforce CRM records, ensuring clear visibility of client KPIs, portfolio health, and growth indicators.

Client Success Manager

• Define and evolve enterprise-wide client management strategy, service standards, and operating models
• Align global implementation, support, and education functions with broader business growth objectives
• Establish governance frameworks, KPIs, and performance benchmarks to measure success and drive accountability
• Lead executive-level client engagement, including strategic relationships and escalation management
• Oversee budgeting, forecasting, and resource planning across client-facing functions
• Drive innovation in onboarding, service delivery, and renewal strategies to improve retention and expansion
• Partner with Product and Sales leadership to optimize customer lifecycle outcomes and ensure voice-of-customer alignment
• Represent client success priorities in executive forums and influence enterprise decision-making
• Enable consistent, scalable performance across global teams through strong operational leadership

Senior Director, Client Success

• Own and continuously optimize the full client lifecycle, from onboarding through long-term partnership, renewal, and expansion.
• Design and lead structured onboarding programs that drive rapid adoption, clear value realization, and high client satisfaction.
• Build and maintain trusted, executive-level relationships with law firm leadership and key stakeholders.
• Leverage client data and performance metrics to identify trends, risks, and opportunities to improve retention and outcomes.
• Establish clear success metrics, feedback loops, and reporting frameworks to continuously improve the client experience.
• Build, lead, and mentor a high-performing Client Success organization, including managers and specialists.
• Foster a culture of accountability, collaboration, and excellence aligned with company values.
• Recruit, train, and develop top-tier talent to support growth and scalability.
• Develop and implement scalable systems, processes, and policies that drive operational efficiency and consistency.
• Partner with executive leadership to define and execute the company’s client success strategy and long-term objectives.
• Analyze performance data to inform strategic decisions, continuous improvement, and growth initiatives.
• Manage budgets and resources responsibly, ensuring profitability and operational discipline.
• Partner closely with Sales to support renewals, expansion opportunities, and revenue growth.
• Ensure strong post-sale execution to support sales targets and client expectations.
• Collaborate with Product, Operations, and Leadership teams to align client needs with company strategy and roadmap.
• Lead and operate in full alignment with Stafi’s core values: be reliable, work hard, have fun, care deeply, be passionate, take initiative, collaborate, and demonstrate loyalty.

Client Success Manager, Law Firm Experience

• Leverages data and technology to support the sales organization, diagnose issues, and design solutions.
• Partners with Customer Success, Commercial, Sales, and CRO leadership to identify and prioritize high-impact customer lifecycle process improvements aligned to retention and growth objectives.
• Develops lightweight business cases and ROI assessments to inform prioritization decisions.
• Collaborates cross-functionally to translate strategic initiatives into clear process, policy, and system requirements.
• Leads design and documentation of global process standards across key customer lifecycle domains (e.g., onboarding, health management, customer engagement, renewal planning, expansion motions, advocacy, and churn management).
• Establishes governance structures and ensures consistent global adoption of standardized customer success processes.
• Measures impact of changes using defined success metrics and drives iterative refinement.
• Acts as a trusted advisor to Customer Success and CRO leaders on customer lifecycle effectiveness, retention, and growth opportunities.

Global Process Owner – Customer Success

• Build, develop and manage relationships with a variety of clients
• Ensure clients are successful in the utilization of their Gartner subscription
• Introduce Gartner services and capabilities to new clients
• Facilitate client calls and recommend programs of action
• Collaborate with internal Gartner partners to maximize client value
• Conduct regular reviews of client book of business

• The ClinicMind Enterprise Customer Success Lead serves as the primary strategic partner and advocate for our enterprise healthcare clients.
• This role is responsible for driving account retention, ensuring customer satisfaction, and fostering deep, trust-based relationships across a portfolio of large-scale healthcare organizations.
• Own the end-to-end retention strategy for a portfolio of enterprise healthcare accounts, proactively identifying at-risk clients and developing action plans to address churn risk.
• Build and maintain executive-level relationships with key stakeholders including customer C-suite, IT, and Revenue Cycle leaders.
• Identify expansion and upsell opportunities within existing accounts.
• Negotiate and support contract renewals in alignment with company objectives.
• Serve as the voice of the customer to ClinicMind.
• Monitor and analyze client health scores, product utilization metrics, and satisfaction indicators (NPS, CSAT) to drive continuous improvement.
• Execute customer success plans for each account that aligns with customer goals with platform capabilities and measurable KPIs.
• Conduct regular business reviews (QBRs) to assess progress against goals and demonstrate ROI.
• Serve as the first point of escalation for customer questions, concerns, and complaints, ensuring timely, professional, and empathetic resolution.
• Accurately log all customer-reported issues, incidents, and service disruptions in the company's CRM and project management software.
• Maintain detailed records of issue history, resolution timelines, and follow-up actions for each account.
• Ensure customers receive timely updates on open issues and that SLAs are consistently met or exceeded.
• Capture, document, and advocate for customer-requested system enhancements, new features, and workflow improvements through the company's product feedback process.
• Facilitate regularly scheduled cadence calls and meetings with assigned accounts, including weekly or bi-weekly operational check-ins and quarterly strategic reviews.
• Travel to customer sites as needed to strengthen relationships, conduct in-depth workflow assessments, support go-live activations, or address critical escalations.

Enterprise Customer Success Lead

• Participate in CMIS/CRM functional, operational, and system support discussions
• Analyze business processes and system functionality to support issue resolution
• Provide subject matter expertise on CMIS/CRM workflows, interfaces, and business rules
• Coordinate with business and technical teams to clarify requirements, system impacts, and operational needs
• Review defects, change requests, and system impacts
• Support testing, validation, and operational support activities
• Assist with documentation and knowledge transfer efforts

CMIS / CRM Consultant

• Own the overall program timeline end-to-end, coordinating with EPD and the Sprint Planner to keep delivery on track
• Gather and document partner requirements into clear deliverables that EPD can execute on; hand off solutioning when technical decisions arise
• Serve as the primary day-to-day partner contact during implementation; transition relationship continuity to the CSM at launch
• Track and communicate project health proactively — flag delays, blockers, and scope risks early and drive resolution
• Craft clear, well-written deliverables including meeting agendas, minutes, and business reviews for internal and external stakeholders
• Maintain a tight feedback loop with the assigned CSM and accurate records in Sure's CRM (Attio)

• Serve as a strategic partner to customers, guiding them through workflow redesign
• Design and own structured success and adoption plans aligned with the Specialized Customer Success framework
• Lead proactive, planned customer engagements that accelerate adoption
• Collaborate cross-functionally with Sales, Core Customer Success, Services, Product, and Operations
• Act as a trusted advisor to senior stakeholders across various departments

Specialized Customer Success Manager, CLM

• The Customer Success Manager (CSM) is a versatile expert responsible for ensuring high-value customers who purchase the Signature Success Plan achieve a significant return on their investment with our platform.
• This role functions as an extension of the customer’s workforce and a trusted advisor, providing guidance and advice to customer organizations.
• The CSM is responsible for identifying and addressing both technical and business concerns, aligning them strategically with customer priorities, projects, and problems.
• Serve as the single point of customer accountability responsible for the delivery of all Signature deliverables, the overall customer experience, and renewal and expansion.
• Coordinate all deliverables the customer is entitled to, overseeing the experience throughout the Signature lifecycle.
• Apply the correct processes to address customer needs and ensure value is delivered through the Signature offer.
• Successfully align with and manage both Business and Technical Stakeholders, focusing on aligning Business Value and Technical Goals to the Signature offer.
• Conduct enablement sessions on opportunity and case management, forecasting, pipeline hygiene, knowledge creation, and omni-channel routing.
• Drive adoption of Sales and Service Cloud features with reps, agents, managers, supervisors, and ops teams.
• Track usage metrics (opportunity updates, activity logging, forecast submissions, report usage, case resolution times, knowledge article usage, channel adoption, and CSAT scores).

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