Customer Success Manager

• Define and execute Route's Customer Success strategy, ensuring merchants realize long-term value from their partnership with Route
• Lead, coach, and develop a high-performing team of Customer Success Managers, fostering a culture of accountability, growth, and customer obsession
• Own key business metrics, including net revenue retention, renewals, expansion opportunities, and overall portfolio health
• Build and scale customer success programs, playbooks, and engagement models that support merchants across a range of segments and needs
• Partner with Revenue Operations to establish the processes, tools, and reporting needed to drive efficient execution and informed decision-making
• Serve as the voice of the customer, translating merchant feedback into actionable insights for Product, Marketing, and Operations
• Collaborate closely with Sales, Onboarding, Product, and Revenue leaders to create a seamless customer experience and identify growth opportunities
• Represent Customer Success in strategic planning and leadership discussions, helping shape Route's broader revenue and retention strategy

Director of Customer Success

• 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)

• Engage with your customers through regular calls, business reviews and daily needs
• Monitor and manage adoption metrics to ensure customers are utilizing the full Axon platform
• Create success plans for your customers and document customer progress toward established goals and results
• Manage escalations closely, acting as the quarterback for all critical issues and ensuring multiple internal teams are aligned
• Communicating major milestones and updates to Sr. Leadership on a regular basis
• Work closely with Axon’s marketing and training teams to conduct regular training webinars and calls
• Develop a deep understanding of Axon’s product line and ensure proper implementation in every customer’s environment
• Learn and share industry best practices in order to solve customer needs

Senior Customer Success Manager

• Drive customer onboarding, product adoption, and ongoing engagement across your portfolio
• Align product value to customer business outcomes, ensuring customers realize measurable ROI
• Lead strategic business reviews and customer success planning sessions
• Deliver proactive recommendations and best practices that improve customer outcomes
• Monitor customer health, product usage, and engagement trends to identify churn risk early
• Execute mitigation strategies and success playbooks for at-risk accounts
• Partner with Account Management on save motions, retention plans, and renewal strategies
• Build trusted relationships with customer stakeholders at all levels of the organization
• Serve as the primary strategic advisor for product adoption and operational best practices
• Execute proactive engagement cadences and lifecycle strategies across your book of business
• Maintain accurate customer health data, account insights, and lifecycle tracking in Salesforce and CS platforms
• Execute customer success playbooks and engagement frameworks with consistency and discipline
• Leverage customer signals and usage data to prioritize action and drive outcomes at scale
• Contribute to scalable CS processes, programs, and operational improvements
• Identify customer growth opportunities through usage trends, business needs, and stakeholder conversations
• Partner with Account Management to surface and support expansion strategies
• Advocate for customer needs internally while balancing business objectives

• Leadership for a cross-site team of associates who are focused on providing a world-class client experience to our NPO customers, while balancing risk to the organization
• Day-to-day management of a team of front-line associates, including interviewing, onboarding, payroll, PTO Management, scheduling, performance management, risk mitigation, compensation
• Ensuring controls in place, documented, and executed flawlessly each day
• Develop and coach associates to effectively, accurately and efficiently meet our client's needs
• Drive culture and associate engagement through coaching, development and a highly customized and personalized approach to team leadership
• Success is measured thru various critical metrics including individual quality, productivity, client satisfaction

Client Experience Manager

• Takes ownership of deep learning about our software, its functions, and how it fulfills our customers' needs and how they use the product
• Support the CSMs in technical calls, upselling, and building new requirements
• Collaborate with the Solution Architects on larger solutions
• Collaborate with customers to gather and understand their technical requirements, business goals, and objectives in order to design and architect solutions that leverage our platform to meet those requirements
• Provide technical guidance and best practices to existing customers for integrating our platform with existing systems and workflows
• Create detailed technical documentation, including architecture diagrams, solution design specs, and integration guides
• Work closely with product and engineering teams to communicate customer feedback and drive continuous improvement of our platform
• Advocate for customer needs within the organization, ensuring that their feedback is considered in product development and enhancements
• Stay up-to-date with industry trends, emerging technologies, and best practices to continuously improve the solutions provided to customers
• Collaborate with internal teams to develop and refine processes, tools, and resources that enhance the customer experience
• An essential function of this role requires onsite work to collaborate with other team members
• Remote work can be conducted at managers discretion and in accordance with company hybrid policy, although the first 90 days are expected to be in office completely to accommodate in person training

Technical Success Manager

• Act as the primary point of contact for a portfolio of 10-20 enterprise-level clients, helping them maximize the impact of our cutting-edge generative AI search optimization software solution.
• Translate platform data into strategic recommendations tailored to each client’s business goals and industry dynamics to drive measurable improvements in visibility and optimization.
• Guide clients through onboarding, education, and adoption journeys—ensuring high engagement, retention, and satisfaction.
• Conduct quarterly business reviews and content strategy sessions focused on optimizing content visibility, organic growth, and AI-discovery performance (ChatGPT, Perplexity, etc.).

Enterprise Customer Success Manager

• Become a product expert, including the technical workings and practical business application.
• Manage new customers after the implementation process in order to ensure successful onboarding and adoption of our platform.
• Develop strategic success plans for your customer segment that outline critical success factors, metrics for success, timelines, and potential issues while providing recommendations to internal and external teams.
• Perform quarterly business reviews, product roadmap discussions, and on-site visits to ensure customer retention and successful renewal of services.
• Keep customers informed of process and procedural changes.
• Manage the resolution of escalated customer issues.
• Maintain a positive working relationship with Product Management and Engineering to resolve issues and to communicate customer needs for future product enhancements.
• Travel expectations – 10%

• Manage a portfolio of enterprise-level clients, ensuring high engagement and retention
• Develop strategic relationships with executive stakeholders at client organizations
• Lead in-depth business reviews to understand business challenges and align Suralink’s solutions with customer objectives
• Proactively identify risks and opportunities within customer accounts and develop mitigation strategies
• Generate upsell and cross sell opportunities with your assigned accounts
• Drive adoption across multiple departments within enterprise clients
• Act as a trusted advisor, providing industry insights and recommending tailored solutions
• Partner with sales to identify expansion opportunities and execute account growth plans
• Understand and advocate for customer needs and challenges with internal teams

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Senior Specialist, Customer Success

• As a Sr. Customer Success Manager, you will be a pivotal part of our Customer Success team, responsible for nurturing and maintaining strong relationships with our valued customers.
• Your primary objective will be to ensure the success and satisfaction of our customers throughout their journey with our company.
• By understanding their unique needs and objectives, you will proactively engage with key stakeholders, provide personalized support, and offer strategic guidance to drive the maximum value from our solutions.
• Your efforts will focus on retention, increasing revenue growth, and maximizing customer lifetime value.
• As a customer advocate and trusted advisor, you will play a crucial role in driving customer success and fostering lasting partnerships, contributing to our company's growth and success.
• Responsible for exemplifying excellent customer service and the company's core values, culture, policy, and procedures at all times.

• Act as the designated point of contact for customers, building strong, enduring relationships throughout customer lifecycle.
• Achieve and/or exceed established revenue targets by retaining and renewing Cengage customers.
• Develop and implement tailored success plans that align with customer goals and increase product usage.
• Provide proactive training and guidance aligned with customer objectives, standard methodologies, and usage data.
• Advocate for customers during the resolution of high-severity issues, ensuring timely and effective outcomes.
• Conduct regular health checks to assess value realization and identify opportunities for growth.
• Analyze customer data to uncover risks, renewal challenges, and upsell opportunities.

Customer Success Consultant

• Act as a primary point of contact for inbound support requests and respond promptly to support calls, chats, and emails
• Assess, categorize, and reassign support requests to appropriate internal team members as needed
• Troubleshoot and diagnose product, system, and service-related issues
• Advocate for customers by capturing feature requests and customer feedback
• Deliver customer support through phone, email, and chat interactions
• Manage customer escalations with professionalism and attention to resolution
• Track and document customer interactions, communications, and action items accurately
• Collaborate cross-functionally to support process improvements and operational efficiency
• Develop knowledge of InsCipher products, services, and surplus lines processes
• Required to perform other duties as requested, directed, or assigned

Customer Success Specialist

• 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

• 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.

Client Success Manager

• 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

• Partners with Sales to define and identify success outcomes and KPIs from an OEM/ISV customer point of view for their assigned projects or initiatives
• Develops a roadmap to deliver these success outcomes and target KPIs
• Assists OEMs/ISV customers with defining project/initiative strategy around CDK solutions: working with customers to ensure they understand CDK's products and how best to utilize them for their individual needs and goals
• Fields questions and directs clients to appropriate support resources
• Maintains pre-established relationships and assists in building/creating new relationships with OEM/ISV management
• Demonstrates expertise in CDK products, establishing a reputation for being a trusted advisor
• Assesses risk factors, identifies risk mitigation strategies to ensure continued success
• Works with Sales and Marketing to create prospecting opportunities
• Prepares client specific reports and presentations for the purposes of educating and driving growth in the client’s organization
• Contributes and presents content in Strategic Business Reviews
• Identifies trends to help create solutions for identified gaps using analytics
• Identifies opportunities, creating a plan for addressing training needs for OEM/ISV staff
• Makes recommendations and assists client with industry best practices and solutions
• Is seen as a key business partner with Sales, helping to grow the CDK business by proactively identifying opportunities to grow our business with the client
• Drives true value for customers
• Successfully identifies and implements strategies for retaining “at risk” projects/initiatives
• Develops a productive working relationship with Lead CSMs; leaning in and assisting where needed
• Mentors CSMs on best practices, teaching engagement as it pertains to solutions for client needs
• Seeks and listens to feedback
• Provides recognition to peers
• Mentors and trains junior staff on risk mitigation strategies, client recommendations and best practices
• Utilizes Totango to document value-added conversations & engagements with ISV/OEM partners

Senior Customer Success Manager – OEM

• Build and scale a Client Success function from the ground up
• Define the vision, operating model, and execution of Client Success across the organization
• Establish how Lumelight drives client value, retention, and expansion
• Personally manage a portfolio of key clients and lead strategic accounts

Practice Leader, Client Success

• Define and execute the strategy for Tithely’s customer community, including engagement goals, customer value, and long-term growth.
• Own and manage the community platform and related communication tools.
• Develop and implement programs that increase customer participation, engagement, and advocacy within the community.
• Lead customer-facing communications during critical incidents such as outages, bugs, maintenance windows, and other high-impact events.
• Create and manage lifecycle messaging strategies that keep customers informed without over-communicating.
• Establish consistent messaging standards, tone, and communication cadences across customer touchpoints.
• Own and scale Tithely’s Voice of Customer program, transforming customer feedback into actionable business insights.
• Aggregate and analyze feedback from support tickets, surveys, NPS responses, community discussions, and direct customer interactions.
• Build reporting frameworks that surface trends across customer segments, products, and lifecycle stages.
• Partner cross-functionally with Product, Sales, Support, and Leadership to distribute VOC insights and influence decision-making.
• Track and communicate how customer feedback is acted upon to reinforce customer trust and engagement.
• Map and optimize the end-to-end customer journey, identifying opportunities to reduce friction and improve the customer experience.
• Partner with cross-functional teams to ensure customer experiences align with intended processes and company standards.
• Identify key moments that drive customer satisfaction, retention, and long-term loyalty.

See all jobs on JobTailor

Director of Customer Success

Customer Success Manager

Senior Customer Success Manager

Senior Customer Success Manager

Client Experience Manager

Technical Success Manager

Enterprise Customer Success Manager

Enterprise Customer Success Manager

Senior Customer Success Manager

Enterprise Customer Success Manager

Senior Specialist, Customer Success

Senior Customer Success Manager

Customer Success Consultant

Customer Success Specialist

Strategic Customer Success Manager

Client Success Manager

Client Success Manager, Spanish

Senior Customer Success Manager – OEM

Practice Leader, Client Success

Customer Engagement Manager