Customer Success Manager

• Upload legal contracts into Ironclad, manage version control, and ensure accuracy of data
• Facilitate contract execution, monitor signature status, and provide visibility into contracting pipeline health.
• Conduct audits of executed agreements to validate deal terms, metadata mapping, and compliance with internal contracting standards.
• Run pricing of deals through Pearlsights, our internal tool for underwriting, and propose the best option for specific clients
• Contribute to final provider roster submission processes, including roster uploads, metadata validation, TIN/track allocation and pricing coordination, quality control, final allocation management in RMS (Pearl's internal roster management system), and client roster attestations.
• Ensure final deal terms are accurately reflected in contracts and related reporting systems.
• Track submission milestones, surface risks, and ensure all provider roster and contracting requirements are completed on time.

Customer Success Operations – Contract

• Service customer via all forms of customer contact.
• Service customers claims needs (including processing claims within authority) and review coverages.
• Provide intermediate Property & Casualty insurance knowledge.
• Underwrite risks up to level of authority, conduct policy/coverage reviews, when appropriate, and counsel policyholders on coverage.
• Demonstrate behaviors consistent with PEMCO's policies, values, code of ethics and business conduct.
• Authentically support the PEMCO Brand and constantly are on the lookout for top talent to join us to achieve our Mission to Worry Less and Live More.
• Other duties as assigned.

Customer Engagement Specialist

• 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)

• Ensure that customers who have completed an auto refinance or purchase loan had a positive experience.
• Maintain all overflow through TSG phone systems and is the resolution point for escalations within TSG and all its brands.
• Respond to all complaints and escalations from start to finish and only escalate further if appropriate.
• Maintain Legal and Compliance concerns through QA processes.
• Document all accounts, contact, and activity information into various systems.
• Answer calls from internal and external sources, while providing a world-class customer service experience.
• Manage inbound and outbound communication by email, phone and/or text to customers and Lenders or previous lien holders.
• Including de-escalation of phone calls without transferring to ASM’s.
• Consistently respond to auto finance inquiries in a timely, efficient, and professional manner.
• Outreach all funded loans within one business day via phone/email.
• Contact customers who have completed a funded loan and assess their experience.
• Quality Assurance – Listen to calls made by loan specialists at rate of 1 call per week per loan specialist and complete compliance checklists to ensure compliance guidelines are followed.
• Work inbound email boxes (Save/Sales).
• Follow up via phone call when necessary for escalated customers.
• Research and resolve Short Payoff Issues to ensure loans are fully paid off.
• Grade customer experience with tools provided – both on the customer’s experience and on the Loan Specialist who assisted them in completing the loan.
• Provide responses to customers who left reviews on their auto loan experience via Podium/Birdeye or other lead sources.

Customer Success Representative II

• 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).

Customer Success Manager – Core, Sales & Service Clouds, HLS

• Engage directly with consumers by performing a high volume of outbound phone calls (200+ calls/day expected).
• Consistently meet or exceed individual and team performance metrics, including both qualitative and quantitative goals.
• Serve as a trusted guide for users navigating the process of connecting with vetted financial advisors.
• Proactively contact users who have expressed interest and schedule advisor consultations, ensuring a seamless experience.
• Utilize a combination of customer service best practices and scripted messaging to deliver a tailored, high-quality experience.
• Accurately log all user interactions, challenges, and outcomes in our internal CRM system.
• Identify and escalate recurring user pain points to improve the overall experience.
• Contribute to ongoing improvements by sharing insights and suggestions with team leads and cross-functional partners.
• Support additional projects or initiatives as needed in a fast-paced, collaborative environment.

Client Experience Specialist

• 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

Senior Customer Success Manager

• Own the end-to-end client lifecycle for assigned employer and partner accounts, including implementation support, adoption strategy, performance management, renewals, and long-term retention
• Develop and execute account plans aligned to client healthcare and cost-containment strategies
• Serve as the primary strategic advisor to HR, Benefits leaders, TPAs, and PBMs
• Lead quarterly and annual business reviews highlighting utilization trends, financial performance, savings impact, and member experience metrics
• Clearly articulate Leap’s value proposition, translating performance data into actionable insights and executive-level recommendations
• Demonstrate strong executive presence in data-driven discussions with senior stakeholders
• Identify and drive expansion opportunities in partnership with Growth and Growth Marketing teams
• Increase patient engagement and program utilization within existing accounts
• Support finalist presentations, client references, and testimonials to drive new business
• Partner cross-functionally with clinical, operations, product, and support teams to ensure seamless service delivery
• Collect and synthesize client feedback to inform process and product improvements
• Proactively identify account risks and execute mitigation strategies to protect retention

Strategic Client Success Manager

• Partner with the respective Territory Manager on sales strategies to maximize revenue with assigned and prospective accounts
• Answers incoming calls from assigned accounts to take sales orders and/or handle customer service issues
• Initiates proactive calls to established accounts in order to grow sales revenue and develop customer loyalty
• Assist accounts in the research and purchase of items that are both stocked and non-stocked by Animal Health and manufacturer partners
• Deliver excellent customer service by communicating with purchasers and utilizing reference materials, as needed, to follow through with accounts
• Assist accounts with questions or concerns while maintaining a professional and friendly attitude
• Assist accounts with the return of incorrect or damaged merchandise within the guidelines established by Animal Health and the manufacturers we represent
• Attend weekly sales meetings to keep informed on new products, changes within the industry, and changes within Animal Health
• Process orders for assigned territory
• Monitor backorder status for accounts
• May gather information regarding assigned territory or accounts and share any necessary information with TM partner
• Contact accounts to gather information, offer appropriate specials and programs, and communicate industry information, which might affect or benefit the account and the Company

Customer Engagement Representative II

• Identify and build new business
• Reframe the client’s thinking and build consensus for Microchip’s solutions
• Utilize Microchip’s Client Engagement Process to drive design wins to revenue at select target clients
• Use insight and consultative selling techniques to teach customers about their industry
• Drive the company business relationship with the assigned clients
• Identify the key client stakeholders and coach those stakeholders to build consensus
• Contribute and participate within a global team environment
• Communicate effectively with Microchip product divisions providing quantifiable feedback and ROI

Principal Client Engagement Manager

• Provide exceptional service, advisement and order-taking for clients and veterinarians that call Platinum Performance daily
• Apply critical thinking and problem solving to provide supplement recommendations for clients and their animals
• Serve and nurture client relationships to achieve a targeted NPS and targeted retention
• Compose clear correspondence to clients through email and text to provide the highest level of friendly, informed, and personalized service recommending products that produce results or to solve moderately complex problems
• Work cohesively with other Platinum Advisors and Client Success Manager to learn with a growth mindset
• Shows capacity to learn both technical (nutrition) and operational (systems) skills
• May seek input of other Advisors or assist to serve as a resource for the minimally complex problems
• Work collaboratively and cross functionally with other departments within Platinum Performance including Production, Quality Assurance, and Shipping.

Client Success Advisor

• Take hands-on ownership of customer implementations
• Serve as the functional liaison between product engineering teams and customer delivery teams
• Manage communications across multiple stakeholders
• Support customers in leveraging UiPath's agentic AI capabilities
• Partner closely with Technical Account Managers (TAMs)
• Define and drive the client's automation strategy

Customer Success Manager – DOD/DOW

• Build and maintain strong, long-lasting customer relationships, including exec level contacts.
• Develop, implement, monitor, and optimize strategic success plans that are unique for each customer, including clear objectives and key performance indicators, to ensure client value is achieved.
• Drive the adoption and utilization of LiveRamp solutions to maximize customer value.
• Identify and proactively address any issues or challenges to ensure customer satisfaction.
• Manage and own the customer renewal process and work to reduce churn and contraction.
• Identify opportunities for upselling and cross-selling LiveRamp's products and services to enhance client outcomes.
• Educate customers on best practices, industry trends, and the latest features and capabilities of LiveRamp's platform.
• Act as a liaison between customers and LiveRamp's product development teams, providing feedback and insights to enhance product offerings.
• Navigate complex renewals with strong negotiation skills and in-depth understanding of client’s use case.
• Develop strong relationships with key stakeholders within customer organizations, including product, marketing, advertising and data analytics and collaborate closely to understand their unique objectives and challenges.
• Coordinate with LiveRamp's internal teams, such as sales, product, engineering, and support, to implement and execute client-specific solutions.
• Serve as an internal advocate and escalation point for your client.
• Share client feedback, needs, and insights with internal teams to drive product enhancements and improvements.

Associate Customer Success Manager, Brands

• Build and maintain strong relationships with dealerships and dealership groups to ensure their success and satisfaction.
• Analyze existing client accounts and identify opportunities to drive revenue growth.
• Guide clients through the onboarding and implementation process of Quick Products, ensuring seamless integration.
• Provide ongoing training, support, and coaching to clients, helping them maximize the value of 700 Credit products.
• Address and resolve client concerns, working to ensure that all issues are effectively handled.
• Support Affiliate and 700 Credit product launches, including post-launch evaluation and gathering client feedback to ensure a positive customer experience.
• Review client business processes related to the usage of 700 Credit Quick Products and provide recommendations for improvement.
• Lead meetings with key dealership personnel, focusing on the value of 700 Credit products and continuous process improvement.
• Schedule and lead regular virtual and in-person meetings with clients to discuss product usage, identify new product opportunities, and foster strong relationships.
• Keep clients informed of new product features and updates, ensuring they are aware of new capabilities.
• Create and implement strategies to enhance customer retention and drive increased engagement.
• Conduct regular audits of client product usage to identify areas for improvement and optimization.
• Collect and analyze customer feedback to develop new techniques and strategies that improve retention and satisfaction.
• Ensure a high level of customer service is consistently provided to clients, maintaining satisfaction and loyalty.
• Work closely with the sales team to identify and create opportunities to introduce additional products and services to clients.
• Ensure all client interactions, communications, and updates are accurately documented in Salesforce for tracking and reporting purposes.

Client Success Manager

• Own and cultivate client relationships for assigned clients through regular communication
• Oversee multiple client projects at one time, proactively monitor staff performance
• Manage project costs, identify and pursue new business opportunities at existing clients
• Maintain proactive and positive relationships with assigned clients
• Manage all assigned employees including regular on-site check-ins
• Address and resolve customer and employee issues timely and professionally
• Drive employee engagement and cultivate strong culture across company contracts
• Assist in the review and processing of weekly timecards and invoices each month
• Manage contract deliverables by proactively managing project staff to achieve deliverables as outlined in the scope of work
• Assist the recruiting team with filling open positions
• Engage directly with clients to present qualified candidates for client review and approval
• Identify opportunities for contract growth and new business pursuits

Client Engagement Manager

• Own the full lifecycle of customer engagement—from technical demonstrations and mission deployment through ongoing success, expansion, and advocacy.
• Architect and scale the operational frameworks, teams, and processes that ensure customers achieve measurable mission outcomes.
• Lead the strategy, execution, and continuous improvement of all technical demonstrations for prospective and existing customers.
• Build and lead Hidden Level’s Mission Operations function, responsible for planning, deploying, and sustaining mission critical systems.
• Build a Customer Success organization that spans seven core pillars.

VP, Mission Operations – Customer Success

• Lead, coach, and develop a hybrid team of CSMs through 1:1s, call reviews, deal/renewal reviews, and career development plans.
• Set clear expectations for customer engagement quality, documentation, and follow-through; reinforce accountability through measurable goals.
• Build team operating rhythms (standups, pipeline/portfolio reviews, enablement sessions) that support consistency in a hybrid environment.
• Drive consistent execution of the hybrid success motion (onboarding milestones, mid-contract health checks, and renewal planning paired with trigger-based outreach).
• Ensure each CSM maintains current success plans for priority accounts, including goals, adoption strategy, KPIs, and mutual action plans.
• Own renewal readiness across the team’s book of business: forecast outcomes, surface risks early, and coordinate renewal plays with Sales/Account Management.
• Guide escalation management for at-risk customers, ensuring crisp problem statements, internal alignment, and timely customer communication.
• Monitor customer health using product usage, support signals, and engagement data; translate insights into prioritized actions for the team.
• Maintain accurate forecasting for renewals and risk in CRM/CS tooling; ensure data hygiene, notes, and next steps are captured consistently.
• Report on team performance and customer outcomes to leadership (trends, risks, wins, and recommendations).
• Partner with Sales/Account Executives on account strategy, renewals, and expansion identification; ensure clean handoffs and aligned customer messaging.
• Collaborate with Support and Product to resolve recurring issues, influence roadmap with customer feedback, and improve self-service resources.
• Coordinate with Implementation/Professional Services to ensure customers achieve time-to-value and that onboarding is measurable and repeatable.

Manager, Customer Success

• Own and manage a portfolio of accounts with clear alignment at the project, program and leadership levels.
• Consultatively drive adoption by implementing success plans, building and expanding relationships, and delivering valuable performance insights.
• Help maintain customer documentation, success plan tracking, and account records.
• Track customer utilization and adoption metrics, highlighting trends or risks to the CSM team.
• Prepare dashboards, meeting summaries, and materials for QBRs/EBRs.
• Assist in gathering customer feedback and organizing it for internal teams.
• Convey value by demonstrating progress in the customer’s program outcomes.
• Hold Strategic /Executive Business Reviews to ensure value is realized at the leadership level.
• Identify and support expansion opportunities by working with Sales to increase customer adoption and business objectives.
• Collaborate with Product, Support, and Professional Services teams to ensure customers receive coordinated, consistent service.
• Document product issues or enhancement requests and monitor progress toward resolution.
• Support internal process improvements, including the use of AI tools to increase efficiency where appropriate.
• Identify and facilitate training sessions, webinars, and resources that guide customers to increased adoption and best practices.
• Maintain up‑to‑date knowledge of SimpliGov features to provide accurate guidance and direct customers to appropriate resources.

• Recruit, coach, and empower a team of high-performing AI Engagement and Program Managers
• Lead the team to drive enterprise-scale creative and content transformations
• Function as a continuous product innovation engine—originating and launching 0à1 product opportunities
• Establish proven approaches to measure and articulate value across the customer base
• Stay current on advancements in generative AI, creative tooling, and performance marketing
• Foster a high-performance, product management and customer-obsessed culture

Head of Customer Engagement

• Own the Customer Success operating cadence
• Lead the daily, weekly, monthly, and quarterly business rhythm for Customer Success in tune with Sales, Product, and Company-level cadences.
• Convene key operating reviews, develop analyses, surface insights, and drive actions against business metrics including card spend, marketplace utilization, and AI software adoption, retention, and expansion.
• Drive customer utilization, adoption, and retention
• Partner closely with Customer Success, Sales, and Product leadership to improve medium and long-term card and marketplace spend as well as AI product GDR and NDR.
• Constantly review and recommend changes to operating metrics, segmentation, and team structure
• Turn data into insights and execution
• Build analyses, dashboards, KPI frameworks, and forecasts to identify trends, root causes, and growth opportunities. Translate insights into pragmatic recommendations and measurable action.
• Build scalable systems and processes
• Design and improve workflows, segmentation, forecasting, reporting, and operational processes.
• Own and lead software adoption and/or AI tool development.
• Own quarterly and annual planning processes
• Work closely with leaders across Customer Success, Sales, Product, Finance, and Operations on planning, performance management, and strategic initiatives.
• Partner with finance, leadership to define the strategy, budgets, organizational priorities, and long-term investments needed to scale Customer Success and accelerate business growth.

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