Customer Success Manager

• Act as the main point of contact for a portfolio of strategic agency partners, including Holding Companies, GSIs, consulting firms, and global indie agencies, delivering an exceptional customer experience and fostering executive-level, long-term strategic partnerships.
• Navigate complex, matrixed organizational structures, building relationships across multiple stakeholders, practice areas, and regional teams within each partner.
• Work closely with the Director of Strategic Partnerships to deepen and strengthen relationships with our biggest agency partners, enabling them through lunch and learns, onsite enablement sessions, and other training initiatives that drive adoption at scale.
• Translate platform data into strategic recommendations tailored to each partner's business goals, industry dynamics, and global footprint to drive measurable improvements in AI Search visibility.
• Guide partners through education and adoption journeys across multiple markets and business units, ensuring high engagement, retention, and satisfaction at scale.
• Conduct quarterly business reviews and content strategy sessions, including with senior and C-suite stakeholders, focused on optimizing content visibility, organic growth, and AI-discovery performance (ChatGPT, Perplexity, Gemini, AI Overviews, and more).
• Help strategic partners position and sell Scrunch to their own clients and across their internal network, equipping them with the language, data, and talking points that resonate with how large agency organizations pitch and retain business.
• Apply strategic playbooks and scalable processes, while also building custom account strategies suited to the scale and complexity of Hold Co and global partnerships.

Customer Success Manager – Strategic Agency

• Act as the main point of contact for agency partners to deliver an exceptional customer experience, foster long-term strategic partnerships, and help 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 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.).
• Help agency partners position and sell Scrunch to their own clients, equipping them with the language, data, and talking points that resonate with how agencies pitch and retain business.
• Apply strategic playbooks and scalable processes to manage account volume without sacrificing quality of client relationships.

Customer Success Manager, Agency

• Lead, coach, and develop the People Services team, setting clear priorities, expectations, and accountability.
• Serve as a trusted advisor to managers and leaders on employee relations, driving consistent, thoughtful, and compliant outcomes.
• Own and support HR operations, including policies, processes, and day-to-day employee lifecycle activities.
• Play a key role in HRIS implementation and optimization (including Workday or similar), ensuring data accuracy, training, and adoption.
• Evaluate and improve People processes to increase scalability, efficiency, and employee experience.
• Support compensation-related work, including job structure, data organization, and future compensation cycles.
• Partner cross-functionally with Payroll, Finance, Legal, IT, and business leaders to ensure alignment and compliance across U.S. and Canadian operations.
• Leverage data, reporting, and technology (including AI tools) to inform decisions and improve service delivery.
• Oversee the People Success ticketing system, ensuring timely resolution, workload balance, and continuous improvement.

People Success Operations Manager

• Own the full customer lifecycle for a focused portfolio of global, strategic accounts
• Embed as a trusted advisor across decentralized buying centers
• Act as the “quarterback” for a global virtual account team
• Design and scale AI-powered customer programs
• Drive adoption and consumption growth
• Own expansion and upsell motions directly on retention-focused accounts
• Lead strategic success planning, QBRs, and EBRs
• Guide high-stakes consolidation and “build vs. buy” evaluations
• Navigate complex commercial and governance realities
• Build compelling demonstrations, executive presentations, and business value documents
• Serve as the vital link between customers and Branch

Strategic Customer Success Manager – MarTech / AdTech

• Serve as key support contact for providers, responding to inquiries and resolving issues in a timely and professional manner.
• Build and maintain positive relationships with Marketplace providers to promote engagement and satisfaction.
• Actively manage procedure additions and deletions, and create new bundles as needed.
• Manage customer requests and follow established processes for issue resolution.
• Monitor customer activity and proactively identify opportunities to improve the customer experience, including mitigating partner attrition.
• Provide guidance on Marketplace tools, features, and best practices.

Customer Success Associate

• Serve as the primary operational partner and strategist for the Customer Success and Solutions (CS) organization
• Take ownership of key initiatives from analysis, scoping, execution, optimization, monitoring, and beyond
• Collaborate with CS leadership and frontline managers to build trust in operational processes
• Build dashboards on key CS metrics (customer health, churn, expansions)
• Own CS operational initiatives end-to-end, turning strategy into executable plans
• Act as the primary liaison between CS and Business Systems, translating technical requirements into practical solutions

Customer Success Operations Lead

• Own and manage a portfolio of 25-40 enterprise customers, ensuring adoption, retention, and expansion
• Serve as the customer’s strategic advisor, helping them achieve business objectives through effective use of our platform
• Build and maintain strong, multi-threaded relationships with global stakeholders, providing strategic guidance to foster engagement, trust, and long-term value
• Partner with the Implementation team to ensure smooth onboarding, adoption, and knowledge transfer
• Develop and execute success plans to drive adoption and value realization, proactively addressing customer challenges across global markets
• Plan and deliver Executive Business Reviews (EBRs) to executive and operational leaders, highlighting results, insights, and growth opportunities
• Drive Gross and Net Revenue Retention (GRR/NRR) through proactive renewal management and identification of expansion opportunities
• Act as the voice of the customer internally, providing structured feedback to Product and Engineering
• Monitor customer health metrics: post-onboarding adoption, satisfaction, contract status, NPS, and usage.
• Prepare reports to identify risks, opportunities, and progress toward success metrics.
• Partner cross-functionally with Sales, Marketing, Product, and Support to ensure customer needs are met efficiently.
• Represent the company at customer meetings, workshops, and industry events as required.

• Serve as the face and voice of Highspot to customers in your portfolio and as “the buck stops with you” owner of those customer relationships internally at Highspot
• Deeply understand your customer’s needs, thoughtfully helping business leaders to find opportunities to expand value, our footprint and depth of engagement
• Manage relationships with solution owners (Enablement, Marketing, Ops, etc.) to drive product usage and engagement
• Multi-thread to any stakeholder you need to engage across Enablement, Sales, Marketing, Operations, Finance, IT, and others at all levels (ATL, OTL, and BTL) to accomplish your goals; in the event of key customer stakeholder turnover, you seek and build replacement relationships
• Collaborate with customers to develop a mutual value plan
• Analyze your portfolio, identify risks and opportunities, and prioritize for impact
• Collaborate with your Account Management partners in the event of renewal risk; project manage the plan to “get to green churn risk”
• You will be responsible for identifying expansion opportunities, which you will pass on to the Account Management team
• Partner internally with Deployment Consultants, Technical Account Managers, Support, and Professional Services to optimize customer implementations and resolve technical challenges
• Help customers realize the full value of the Highspot platform; the CSM should allow the Solution Owner and ATL to believe their company has achieved ROI from Highspot that they can quantify and explain
• Drive product adoption and ongoing usage of Highspot with a focus on making Highspot an essential platform for the customer while promoting customer satisfaction and advocacy
• Identify opportunities to sell add-on services in support of achieving customer goals
• Ensure execution of customer maturity and technical discussions via coordinating solutions internally across engineering, marketing, product, and support teams

Senior Customer Success Manager

• Own a portfolio of strategic e-commerce merchants across Route's Post-Purchase Platform.
• Manage the full customer lifecycle, including onboarding, adoption, renewals, retention, and contract negotiations.
• Monitor account health, renewal risk, and commercial performance to drive long-term merchant success.
• Identify growth opportunities and partner with Account Executives to expand merchant relationships.
• Support legacy contract migration efforts by transitioning merchants to standard commercial terms.
• Participate in executive sponsorship programs and facilitate engagement between Route leadership and key merchant stakeholders.
• Build trusted relationships through virtual and in-person customer engagement.

• Drive Customer Value & Growth
• Ensure every customer experiences consistent, high-quality engagement throughout their lifecycle.
• Partner with Sales, Renewals, and Services leadership to drive adoption, retention, and expansion across the customer base.
• Model and coach a cohesive account team approach — ensuring CSMs, TAMs, Account Executives, and Renewal Managers operate as a unified team aligned on customer outcomes.
• Provide executive sponsorship for strategic accounts and serve as a trusted advisor to C-level customer stakeholders.
• Cultivate Deep Product Expertise
• Uphold one of the hallmarks of Highspot’s Customer Success team by developing and maintaining deep knowledge of our platform and its integrations within customer environments.
• Ensure the CSM organization is equipped to provide best practices, training, and guidance that maximize customer value and adoption.
• Champion product expertise as a differentiator, reinforcing credibility and trust with customers at every level.
• Foster a High-Performance Culture
• Lead with a people-first mindset — genuinely investing in the development, wellbeing, and career growth of every member of your team.
• Hire, coach, and develop top talent at every level of the CSM org, leading with high emotional intelligence and self-awareness.
• Set and uphold high performance and engagement standards, balancing accountability with empathy.
• Cultivate a culture that embodies Highspot’s guiding principles, especially “Enjoy the Ride.”
• Drive Commercial Impact & Retention
• Lead a team in owning and exceeding a dedicated customer retention target for your assigned strategic portfolio.
• Drive adoption of MEDDPICC sales methodology.
• Ensure your CSMs run proactive renewal validation — confirming stakeholder alignment, surfacing risk, and documenting customer value — in close partnership with their Renewal Managers.
• Maintain forecasting accuracy for renewals and expansion, providing reliable, data-driven insights to leadership.
• Drive your CSMs to surface and qualify expansion opportunities in partnership with Account Executives who own the commercial relationship, stepping in to support key deals as needed.
• Collaborate Cross-Functionally
• Partner with Product leadership to channel customer insights into product strategy and innovation.
• Work with Marketing and Sales to align on customer advocacy, referenceability, and expansion opportunities.
• Collaborate with Operations and Analytics to ensure data-driven decision-making across the CSM function.
• Lead & Scale the Organization
• Build and inspire a segment-focused Customer Success team that sets the standard for excellence across Enterprise and Strategic accounts.
• Implement scalable processes, tools, and metrics that drive efficiency, consistency, and predictable outcomes.
• Develop the leadership bench within the CSM org, ensuring succession planning and long-term organizational strength.

Director, Customer Success Management

• Own the customer's renewal, usage, and adoption of Kenect product features.
• Identify, strategize and execute account expansions, feature upsells and cross-sales
• Promote maximum value of the product, identify new opportunities to ensure growth attainment
• Develop a comprehensive understanding of common business challenges faced by customers along with their common objectives.
• Deliver group and individual user informational and training sessions about Kenect features, industry benchmarking and best practices
• Monitor usage, proactively contact clients upon low usage and deliver effective solutions to improve product adoption.
• Run, build and maintain regular cadence calls and Executive Business Reviews with key stakeholders
• Evaluate and prioritize customer issues and inquiries to better serve the customers and drive effective resolutions.

Mid-Market CSM

• Serve as the primary escalation point for partners, responding to escalated calls, chats, and emails in a timely manner
• Triage, categorize, and route escalated support tickets with accuracy and urgency
• Troubleshoot and diagnose complex product, system, and service-related issues
• Create, document, and manage development tickets in Jira when Product or Development team involvement is required
• Monitor AI support agent performance, identify recurring issues and failure patterns, and provide recommendations for improvement
• Capture customer feedback and feature requests and route them to the appropriate internal teams
• Serve as a liaison between Customer Success and Product teams by translating customer issues into clear, actionable requirements
• Manage customer escalations with professionalism while maintaining clear communication throughout the resolution process
• Collaborate with Compliance, Accounting, Filing Services, Product, and other internal teams to resolve complex customer issues
• Maintain detailed records of customer interactions, troubleshooting activities, and action items within support systems
• Develop expertise in InsCipher products, SaaS support processes, and surplus lines insurance operations
• Share knowledge and best practices with team members to improve overall support effectiveness

Senior Customer Success Specialist

• Serve as a strategic partner for nonprofit customers through short term, outcome-focused engagements, helping them achieve fundraising and donor engagement goals through Givebutter (this is a pooled motion, not a fixed book of business).
• Lead discovery, success planning, training, and strategic guidance that drive adoption, value realization, retention, and growth.
• Become a subject matter expert in Givebutter and connect platform capabilities to customer goals, challenges, and opportunities.
• Continuously test and iterate on new ways to incorporate AI into your workflows, using it to support and improve the work being done while maintaining strong judgment and data hygiene.
• Identify customer risks and opportunities early, using AI, data and customer insights to guide proactive action.
• Partner cross-functionally to improve the customer experience and advocate for customer needs.
• Facilitate a mix of 1:many webinars, automated engagement, and targeted 1:1 customer interactions.

• Develop a deep understanding of each customer's business objectives, challenges, and success metrics.
• Serve as the primary point of contact for customers and agency partners, responding to inquiries and resolving issues promptly in both Mandarin and English.
• Proactively engage with customers and agency partners to drive adoption, usage, and value realization of our platform.
• Partner with the publisher development team to match customers with good fit affiliates in the Levanta marketplace to help expedite revenue activation and maintain ongoing success on the platform.
• Collaborate with sales teams to identify opportunities for upselling or cross-selling additional products/services.
• Conduct regular check-ins with customers to review progress, address concerns, and identify areas for improvement.
• Advocate for customers and agency partners internally, providing feedback to our product team to drive product enhancements and improvements.
• Monitor customer health and satisfaction metrics, taking proactive steps to mitigate churn and increase retention rates.
• Develop and maintain a thorough understanding of our platform, industry trends, and best practices to effectively advise customers.

Customer Success Manager, Mandarin Fluent/English Proficient

• Own value creation and drive adoption, retention, renewals, and expansions across a portfolio of hospitals and health systems for the Incredible Health Career Marketplace and Incredible Health Lyn.
• Serve as a strategic advisor from post-onboarding through renewal, including optimizing hiring funnels, rolling out new capabilities, refining processes, and aligning to system-level workforce goals.
• Lead executive engagement with regular executive business reviews, clear success plans, and decisive follow-through.
• Use AI daily, including building AI agents and workflow automations that accelerate reporting, insights, and client execution.
• Translate data into clear narratives and action plans that earn buy-in from clinical, human resources, and C-suite leaders.
• Navigate complex stakeholder landscapes across multiple sites and service lines, including setting shared goals, unblocking dependencies, and delivering timely outcomes.
• Partner cross-functionally to deliver a unified, high-quality client experience and capture voice-of-customer insights to inform roadmaps and service improvements.
• Operate with autonomy and creativity, communicating proactively and moving fast without sacrificing quality.

Enterprise Customer Success Manager – AI-native

• Cultivate a broad understanding of CommandLink’s products, technology, software, and game-changing support methodology.
• Leverage powerful proprietary software tools for maintaining regular communication with a defined list of customers, keeping ahead of their technology initiatives, and positioning CommandLink to grow our partnership with our primarily mid-market and enterprise customer base.
• Gain the trust of your assigned customers, be a trusted point of contact for questions and action items, and act quickly and communicate effectively when a customer has a positive experience with CommandLink across their life cycle.
• Implement strategic initiatives created in cooperation with CommandLink leadership that will identify opportunities for product cross-selling and work with the various additional resources through a sales cycle and to ultimately winning additional business.
• Manage the proprietary CommandLink software tools including CRM, quote tool, sales play automation tool, and KPI dashboards to ensure metrics are achieved.
• Have a positive impact on the company culture, which CommandLink is very focused on maintaining as we rapidly grow into a U.S. leader for enterprise network, communications, and software solutions.
• Takes on additional responsibilities and projects as needed to support the success of the team and organization.

• 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

• 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

Customer Success Manager jobs in Utah

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Customer Success Manager – Strategic Agency

Customer Success Manager, Agency

People Success Operations Manager

Strategic Customer Success Manager – MarTech / AdTech

Customer Success Associate

Customer Success Operations Lead

Customer Success Manager

Senior Customer Success Manager

Customer Success Manager

Director, Customer Success Management

Mid-Market CSM

Senior Customer Success Specialist

Customer Success Manager

Customer Success Manager, Mandarin Fluent/English Proficient

Enterprise Customer Success Manager – AI-native

Customer Success Manager

Director of Customer Success

Customer Success Manager

Senior Customer Success Manager

Senior Customer Success Manager