Customer Success Manager

• Drive customer value across French and Benelux region
• Manage strategic relationships with diverse accounts
• Proactively assess customer challenges and develop mitigation plans
• Collaborate with teams to enhance customer experience

Senior Customer Success Manager, French Speaker

• Build strong customer relationships through regular check‑ins, strategic reviews, and proactive engagement.
• Develop Customer Success Plans that drive adoption, measurable value, and regulatory‑aligned outcomes.
• Monitor customer health, usage trends, and risks while maintaining accurate CRM records and renewal forecasts.
• Lead the full renewal cycle, presenting ROI and identifying upsell or expansion opportunities.
• Act as the customer advocate by gathering feedback, influencing product improvements, and coordinating cross‑functional support.
• Manage inquiries, escalations, and onboarding to ensure smooth adoption and high customer satisfaction.

Customer Success Rep II – Life Sciences

• Build and maintain strong, trusted relationships with existing clients.
• Proactively engage with clients to understand their needs and deliver exceptional service.
• Lead retention conversations with at-risk clients and present tailored solutions to support long-term partnerships.
• Manage certification changes, including scope extensions and amendments.
• Identify and convert upselling and cross-selling opportunities across BSI's portfolio of products and services.
• Guide clients through change processes, ensuring a seamless and positive experience.
• Manage and maintain a pipeline of opportunities within Salesforce.
• Accurately record client interactions, opportunities, and outcomes.
• Collaborate with internal stakeholders to ensure timely delivery of client requirements.
• Provide client insights and market intelligence to support continuous improvement initiatives.

Client Success Executive

• Provide first-class service to Vuelio’s highest value clients
• Onboard clients onto the Vuelio platform and provide a seamless setup
• Manage, investigate and take ownership of issues, seeing them through to resolution
• Operate with integrity, openness and honesty and represent the business in the utmost professional manner at all times
• Proactive outreach with CS clients along with other key internal and external stakeholders
• Attend quarterly calls with account managers to check in with clients
• Complete six-monthly ‘MOT’ reviews of platinum accounts to ensure clients’ platforms are optimised to their needs
• Regular use of ClientSuccess to ensure key client tasks are completed and ‘at risk’ clients are identified well ahead of renewal
• Continuous collaboration with other departments in order to improve the customers’ experience at every touch-point in the Company
• Raise the profile and understanding of the Support role within the Company
• Champion the success of the Help Centre through content enrichment and driving adoption
• Proactively identify and address any inter-departmental blockers to reinforce positive change
• Undertake data driven analysis for effective reporting and decision-making
• Identify new product opportunities, defects and workarounds to feed back into the product development lifecycle
• Ensure exceptional quality in all customer documentation (SOW/Project Plan/Proposals)

Customer Success Executive

• Define and own the end-to-end technical architecture for Revenue Cloud implementation
• Design scalable data models, integration patterns, and system interfaces
• Provide technical guidance and mentorship to the development team
• Lead technical design sessions and architecture reviews
• Design integration architecture between Revenue Cloud and enterprise systems (NetSuite, MDM, Workflow Ingestion)
• Define technical roadmap aligned with business requirements

CRM Architect

• Drive high customer retention and renewal rates by closely managing your renewal pipeline and ensuring customers see ongoing value.
• Work closely with account teams to identify upsell and cross-sell opportunities.
• Work with the Marketing team to identify effective messaging for smaller accounts in your book with an eye on growing them.
• Lead efforts in contract renewals and negotiations.
• Build and nurture strong relationships with key stakeholders, including marketing operations teams & marketing leaders.
• Act as the voice of the customer within Semrush, advocating for any improvements or enhancements based on customer needs and feedback.
• Develop detailed, customized success plans tailored to the customer’s specific needs and business objectives.
• Collaborate closely with different customer stakeholders to understand and link key workflows within their marketing operations to the business value Semrush drives.

Customer Success Manager, Enterprise – French

• Accompanying our customers as they transition from sales prospects to active users of our products.
• Focusing on customer loyalty and building close long-term relationships.
• Proactively looking out for our customers’ business, suggesting new and innovative ways to keep them succeeding with our products.
• Keeping up to date with our range of products and our customers’ business needs to make relevant suggestions and recommendations.
• Monitoring and ensuring our customers consistently use our products and services to get the most value out of them.
• Coordinating with internal teams to connect our customers’ needs with our products and services development strategy.

Client Success Manager

• Ensure client satisfaction and foster strong relationships to drive retention and growth
• Collaborate with Account Managers, Sales, and Project Managers on account plans
• Monitor and report on client campaign performance
• Work closely with Product Management, Marketing, and Sales teams
• Assist clients with changes related to adopting Storyteq's solutions

Senior Customer Success Manager – 12-Month Mat Cover

• Oversee strategic client relationships and drive exceptional customer engagement across SaaS business
• Act as a senior relationship owner for key customers
• Ensure strong communication and successful delivery coordination
• Drive customer satisfaction, retention, and long-term engagement
• Support renewal conversations and expansion opportunities
• Contribute to the development of scalable customer engagement processes
• Build trust through proactive communication and consultative support
• Collaborate with leadership teams to improve customer engagement

Client Engagement Manager

• Manage multiple projects in parallel for clients across all segments (SMB, Mid-Market, Enterprise), and every phase of the post-sales customer lifecycle.
• Understand customer requirements necessary to scope projects effectively, implement our solutions successfully, and achieve KPIs to ensure customer referenceability, satisfaction, and retention.
• Responsible for product performance reporting, business-value analyses, and ongoing project planning for your portfolio of customers.
• Stay current on best practices, industry trends, and customer pain-points to maintain and strengthen our product’s competitive advantages.
• Work with clients to create mutually agreed upon implementation plans, project timelines, and delivery milestones.
• Work with Solution Engineers to ensure timely delivery and continuous improvement of implemented solutions.
• Effectively communicate project requirements, status, and results to clients in a high-touch customer success model.
• Field customer support inquiries and manage escalations throughout the customer lifecycle.
• Responsible for generating case studies, securing renewals, and driving the growth of your client portfolio

• Act as a strategic consultant to executive stakeholders
• Lead executive-level engagements with CIOs, CMOs, COOs, and clinical directors. Shape the customer’s thinking on deployment strategy, change approach, and long-term value — not just report on progress.
• Build the internal organisational case for adoption by helping executives understand what good looks like, what is blocking it, and what decisions are theirs to make.
• Adapt your advisory style fluently across frontline clinicians, operational managers, IT leads, and board-level executives.
• Orchestrate the internal delivery team
• Serve as the accountable lead for the cross-functional pod assigned to your accounts: Implementation Specialists, Clinical Associates, Account Executives, and Forward Deployed Engineers.
• Translate executive commitments into clear delivery briefs. Hold the team accountable to outcomes without line authority.
• Surface risk early, resolve internal ambiguity, and keep Product, Engineering, and Support properly informed so they can act when needed.
• Lead multi-site NHS rollouts
• Drive sophisticated, multi-wave implementations with formal governance structures, clinical change management, and cross-site coordination.
• Design and oversee structured adoption programmes: training waves, competency assessments, workflow reinforcement, and coaching delivered in partnership with Clinical Associates on the ground.
• Build success plans grounded in clinical and operational KPIs that are meaningful to NHS commissioners and trust leadership.
• Own commercial outcomes
• Lead renewal conversations with strong, evidence-based value narratives tied to clinical outcomes and usage data.
• Identify and execute expansion opportunities across sites, departments, and specialties. Partner with Account Executives to close.
• Contribute to NRR and portfolio growth across your account set.
• Engage in pre-sales and pilots
• Work alongside Account Executives to scope NHS pilots for success, shape deployment strategy, and run customer-facing sessions when needed.
• Design evaluation frameworks for pilots that are grounded in clinical and operational KPIs and translatable into multi-year value narratives.
• Shape how we work
• Contribute to the frameworks, tools, and playbooks that turn complex NHS programmes into scalable, repeatable rollouts for the wider team.

Customer Success Manager, Enterprise

• Own your commercial pipeline.
• Carry and forecast a renewal and expansion pipeline across your full portfolio. Hit your number.
• Build and maintain expansion hypotheses for every account - backed by usage depth, adoption maturity, and stakeholder readiness - and convert them into revenue.
• Position the full Heidi product suite proactively to existing accounts, identifying the right SKU fit and sequencing multi-product conversations with confidence.
• Partner closely with your aligned Account Executives on upsell and cross-sell: bring the account context, co-develop the commercial approach, and close together.
• Manage renewal processes end to end - from early risk identification through negotiation and signature - without defaulting to your AE for the hard conversations.
• Own approximately 50 accounts simultaneously.
• Maintain accurate account health data, forecasts, and pipeline in HubSpot.
• Build and execute account-specific success plans that map customer goals to measurable outcomes, reviewed at predictable cadences.
• Run high-quality QBRs that quantify value delivered, surface the next commercial opportunity, and create exec-level alignment.
• Take accounts from pilot through full deployment, leading implementation coordination, training waves, and clinical workflow integration.
• Use usage data and adoption signals to intervene early - before a customer knows they have a problem. Translate data into clear, customer-ready narratives.
• Apply structured change management: training cadences, competency checks, and workflow reinforcement - to move clinicians from activation to habit.
• Work with Customer Success Associates where available, providing clear direction and maintaining full accountability for outcomes.
• Identify churn risk from leading indicators.
• Surface risk early internally with a clear diagnosis and a plan, not just a flag.
• Own recovery plans for at-risk accounts and execute them without waiting for escalation.
• Maintain a tight, professional working relationship with your AE counterpart. Align on account strategy, share intelligence, and move in the same direction commercially.
• Advocate for customer needs internally with clarity, evidence, and prioritisation.

Customer Success Manager, Mid-Market

• Act as the architect and administrator of the CS tech stack and manage customer health scoring.
• Build the reporting backbone alongside Bitrise's Data team.
• Partner with the Support team to scale through automation and AI.
• Design and roll out cross-functional processes and earn adoption, not mandate it.

Customer Success Operations Manager

• Take the lead on the Customer Success approach to deliver world-class support and account management.
• Foster a customer-first culture focused on proactive engagement, satisfaction, and long-term retention.
• Act as an escalation point for complex client issues, ensuring swift and effective resolution.
• Maintain oversight of all customer success activities to guarantee service quality and consistency.
• Implement structured feedback loops between customers, product, sales, and operational teams to improve the customer journey.
• Identify expansion and cross-sell opportunities within existing accounts, supporting commercial growth.
• Drive initiatives that increase adoption, usage, and advocacy of JET’s software products.
• Ensure CRM data integrity, with accurate account and contact management for all customers.

• Own and proactively manage a portfolio of Mid Touch customer accounts, creating tailored success plans and customer journeys that support retention, adoption and active user growth.
• Lead proactive onboarding within agreed timelines, adapting delivery to each customer’s workflow, priorities and business objectives.
• Build, strengthen and maintain strategic relationships with key users, decision-makers and commercial stakeholders across customer organisations.
• Analyse customer health across usage, engagement, sentiment and commercial indicators to identify risks, opportunities and clear calls to action.
• Design and deliver tailored engagement initiatives aligned to each customer’s goals, strategy, buying cycle and stage in the customer journey.
• Conduct high-quality business reviews to measure progress against agreed success outcomes and recommend next steps.
• Partner with Sales on commercial discussions, including renewal support, solution recommendations and identification of growth opportunities such as cross-sell, upsell and CSQLs.
• Act as the voice of the customer by sharing feedback, trends and customer intelligence with Product, Content, Support and other relevant teams.
• Maintain excellent documentation and process discipline within the Customer Success platform, ensuring records are accurate, useful and action-oriented.
• Support knowledge sharing across the team, contribute to continuous improvement initiatives and act as a role model through high standards, empathy, maturity and accountability.

• The Senior Client Success Manager (sCSM) is responsible for driving measurable value, retention, and growth across a portfolio of strategic clients.
• This role partners closely with Account Managers and cross-functional teams to shape account strategy, influence senior stakeholders, and ensure clients achieve clear business outcomes.
• The sCSM operates as a trusted advisor, using insight and strong judgement to anticipate risk, unlock opportunity, and lead structured, executive-level engagements.

Senior Client Success Manager

• Build and scale multi-channel lifecycle programmes
• Design behavioural trigger-based upsell systems
• Run rigorous experiments
• Own retention economics
• Scale what works across markets

Senior CRM Manager

• Own and evolve our CRM and retention strategy end-to-end, with clear accountability for LTV, repeat rate, and churn reduction.
• Build out our retention channel strategy, taking ownership of existing channels (Klaviyo, PaperRun) whilst evaluating new channels.
• Lead a rigorous testing and experimentation roadmap, continuously improving performance through data-driven iteration.
• Take ownership of the performance of campaigns, implementing learnings to drive incremental improvement to our touch points.
• Work cross-functionally with brand, growth, and CX to deliver a seamless, personalised customer experience at every touchpoint

CRM Manager

• Act as the senior day-to-day relationship lead for allocated university client accounts
• Build trusted, long-term relationships with client stakeholders across both operational and executive levels
• Align OES services with client priorities, institutional objectives, and evolving organisational needs
• Lead structured account planning and quarterly business reviews, with agreed objectives, clear actions, and measurable outcomes
• Monitor client health across delivery performance, risk, and stakeholder satisfaction, responding proactively to issues as they arise
• Work collaboratively with Delivery and Service Leads to resolve challenges and maintain client confidence
• Support successful contract renewals and ensure continuity of partnership relationships
• Develop a strong working knowledge of OES's full service portfolio, including Learning Design, Academic Services, Marketing and Recruitment, Technology, Analytics, and other strategic offerings
• Identify where additional OES services can support client priorities, institutional transformation, or operational improvement
• Work collaboratively with the Partnerships Director and specialist teams to introduce, shape, and progress new service opportunities within existing accounts
• Support clients in understanding the value and practical application of new and emerging OES capabilities
• Partner closely with Growth Support and Delivery teams to ensure smooth transitions from new business through to delivery
• Ensure clients experience a coordinated, consistent, and commercially coherent engagement with OES throughout the partnership lifecycle
• Provide client insight and feedback to Product, Marketing, and Delivery teams to support continuous improvement
• Represent OES professionally in client meetings, reviews, and selected sector events
• Develop and maintain a strong understanding of UK higher education priorities, trends, and market pressures
• Strengthen client advocacy through testimonials, references, repeat business, and long-term partnership development

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