Customer Success Manager

• Own post-sale success for a portfolio of customers, serving as the primary point of contact.
• Build trusted relationships with customer stakeholders, understand their goals and timelines, and align Oura's capabilities to what success actually looks like for their team.
• Drive adoption, engagement, and retention by ensuring customers realize clear value from Oura’s products and services.
• Lead specialized onboarding for research teams, managing deployment logistics for study participants and ongoing lifecycle execution in partnership with Sales.
• Monitor account health, proactively identifying risks, renewal needs, and expansion opportunities.
• Collaborate cross-functionally with Sales, Enterprise Support, Product, and Operations to deliver a seamless customer experience.
• Apply an understanding of research environments — including data privacy considerations (GDPR/HIPAA) and stakeholder structures — to tailor your approach for each customer.
• Manage multiple customer initiatives with strong execution, clear communication, and sound project management.
• Capture and share customer insights to inform product and process improvements.
• Maintain accurate account records and engagement data in CRM and internal systems.
• Own post-sale relationships for a portfolio of customers and/or partners, serving as the primary point of contact for ongoing success.

Customer Success Manager, Research

• Coordinate closely with internal teams and customer contacts to maintain accurate, up-to-date delivery schedules, targeting 100% on-time delivery.
• Lead weekly touchpoints with site general contractors, customer sourcing teams, and internal demand planning to ensure alignment.
• Achieve 100% annual ship forecast accuracy by managing customer pull-in/push-out requests and collaborating with internal planning teams.
• Ensure all customer orders are entered into the system and confirmed within 24 hours of receipt.
• Gather and evaluate supply performance feedback from both the customer and internal site teams.
• Develop and implement improvement plans to ensure consistently positive performance ratings, including “pass” results on all supplier performance assessments.
• Partner with internal logistics and field support teams to coordinate delivery, commissioning, and hand-off activities, ensuring 100% on-time commissioning and customer readiness.
• Prepare and deliver weekly account supply updates, including demand schedule changes, new order activity, and field delivery status.
• Play a key role in quarterly business reviews with the customer, including presentation development, in-person delivery, and supporting the account coordinator with preparation and insights.

• 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

• Aid company growth by nourishing, building, and growing relationships across a portfolio of clients
• Establish clear goals, milestones and metrics that you and the Customer will be working towards; periodically re-assessing and reviewing these with the Customer
• Understand and align with your clients business goals, most importantly using the Energage platform to help them in achieving those goals
• Work collaboratively with a variety of other departments, such as Onboarding and Support, Consulting Solutions, Partnerships, and Contracts to ensure ongoing customer satisfaction and retention
• Contribute to revenue generation through renewals and account expansion by identifying upselling opportunities for consulting services and cross-selling new products
• Completing regular checkpoints via phone and email, sending relevant marketing content, etc.

Customer Success Manager – Standard

• Manage a defined portfolio of high-value or complex clients as the primary Client Success Manager
• Drive adoption, measurable value realization, retention, and expansion within owned accounts
• Serve as an escalation point for critical client risks and relationship challenges
• Build trusted relationships with senior client stakeholders and act as a strategic advisor
• Develop and execute joint success plans with milestones and KPIs aligned to client business outcomes
• Lead, coach, mentor, and performance-manage a team of Client Success Managers
• Set clear expectations, objectives, and success plans aligned to Client Success strategy
• Conduct regular one-to-ones, deal reviews, and client health deep dives
• Build team capability across onboarding, adoption, risk management, renewals, and expansion motions
• Model best-in-class client engagement while empowering team members to lead
• Partner closely with Sales on renewals, upsell, and expansion opportunities
• Collaborate with Product, Support, and Professional Services to resolve systemic client issues
• Act as a critical link between clients and internal teams, translating client needs into actionable insights
• Advocate for the voice of the customer to inform product and go-to-market strategies
• Translate Client Success strategy into day-to-day execution
• Monitor portfolio health, retention, NPS, and adoption metrics
• Proactively analyze client health and usage data to identify risk and drive corrective action plans
• Ensure consistent use of CRM tools, playbooks, and engagement standards
• Operate effectively in ambiguity; test, learn, and iterate to improve outcomes

Manager, Client Success

• Identify and build new business
• Utilize Microchip’s Client Engagement Process to drive design wins
• Communicate effectively with product divisions
• Drive the company business relationship with assigned clients

Senior Client Engagement Manager

• Participate in discovery, scoping, and design sessions to ensure alignment with client goals and success metrics.
• Coordinate AI Whisperer assignments for testing and simulation labs.
• Partner with product managers and service delivery teams to define reporting requirements and data markers.
• Contribute to branding guide development and persona design.
• Collaborate with product managers and AI whisperers to build and execute simulation scenarios.
• Support internal UAT and monitor live interactions during hypercare to ensure a smooth launch.
• Serve as the primary client-facing contact during go-live, stabilization and going forward.
• Ensure real-time updates to AI responses and promptly flag post-launch issues.
• Manage the workload and performance of assigned AI Whisperer team members.
• Track KPIs and digital agent performance metrics in collaboration with Service Delivery.
• Ensure KPIs are met; when gaps occur, partner with engineers to improve digital agent performance and customer experience.
• Maintain deep program knowledge and process expertise for assigned clients.
• Conduct regular client business reviews (weekly, monthly, quarterly) to assess performance and identify opportunities.
• Lead transcript audits and AI behavior reviews to inform tuning and roadmap updates.
• Collaborate with the product manager to align future development with client needs, ensuring the solution remains dynamic, scalable, and enriched with new use cases that deliver ongoing value.
• Manage client expectations and gather feedback to ensure outcomes align with KPIs.
• Facilitate feedback loops with AI product manager and AI engineers to drive continuous improvement.
• Ensure compliance with accessibility standards, data privacy regulations, and ethical AI practices.
• Stay current on AI trends, tools, and best practices to continuously improve performance.
• Set and uphold exceptionally high standards, demonstrating precision in every task and a passion for exceeding expectations.
• Demonstrate curiosity and a willingness to explore emerging tools and technologies.
• Adapt seamlessly to ambiguity, iterative development, and changing client or platform requirements.
• Take ownership and communicate proactively while collaborating effectively across technical and non-technical teams.

AI Customer Success Manager

• Maintain and manage relationships with partners to ensure long-term success.
• Prioritize customer experience, driving partner satisfaction and utilization of WGU's solutions.
• Focus on expanding existing accounts by identifying new opportunities for WGU products (degrees, short-form learning, apprenticeships) within the corporate partner’s structure.
• Serve as the primary point of contact for existing partners, ensuring high levels of satisfaction and alignment with workforce development goals.
• Support and contribute towards regular business reviews with corporate partners to assess performance, gather feedback, and highlight opportunities for further growth and collaboration.
• Partner with internal teams (e.g., Account Executives, Marketing, Operations) to ensure the successful delivery of solutions and resolve any partner issues.
• Track key account metrics, such as enrollment and use of WGU products, to provide actionable insights and improve outcomes for both WGU and the partner.

Partner Success Manager

• 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

• Own executive-level relationships for strategic healthcare client accounts.
• Lead quarterly business reviews, renewal discussions, and ongoing executive engagement.
• Proactively monitor client health, adoption, satisfaction, and retention trends.
• Partner cross-functionally with Sales, Product, Operations, and Support teams to deliver seamless client experiences.
• Identify growth opportunities while mitigating client risks and driving long-term retention.
• Travel up to 25% as needed.

Director, Client Success

• 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

• Engage with clients post-implementation to address product performance inquiries and ensure ROI is met.
• Optimize client contacts to assess additional needs and uncover sales opportunities.
• Prepare client correspondence and communicate regularly, both proactively and on demand.
• Resolve service delivery or quality issues, working with internal teams and escalating as needed.
• Collaborate with product teams to enhance client experience and serve as a subject matter expert on solution trends and performance.
• Identify and drive enhancements to production through continuous improvement and analysis.
• Demonstrate in-depth knowledge of three or more LexisNexis Risk Solutions products.

• Own contractor engagement – Build deep relationships with contractors, understanding their needs, and helping them navigate the complexities of rebate programs.
• Train and enable – Educate contractors on program requirements, best practices, and Sealed’s software through group presentations, one-on-one training, and hands-on guidance.
• Balance relationships with strategy – Read the room, know when to push for results, when to nurture, and when to adjust course.
• Monitor and manage performance – Track contractor success metrics, ensuring they are meeting program requirements and staying compliant.
• Problem-solve creatively – Tackle bottlenecks, compliance issues, and contractor pain points with structured yet flexible solutions.
• Communicate tough messages effectively – Be comfortable delivering difficult news while maintaining trust and credibility.
• Stay on top of the details – Keep program data accurate, maintain records, and track performance against quotas and goals.
• Champion continuous improvement – Provide feedback to internal teams to refine our processes, making it easier for contractors to participate in programs.

• Manage a defined portfolio of high‑value or complex clients as the primary Client Success Manager
• Drive adoption, measurable value realization, retention, and expansion within owned accounts
• Serve as an escalation point for critical client risks and relationship challenges
• Build trusted relationships with senior client stakeholders and act as a strategic advisor
• Develop and execute joint success plans with milestones and KPIs aligned to client business outcomes
• Lead, coach, mentor, and performance‑manage a team of Client Success Managers
• Set clear expectations, objectives, and success plans aligned to Client Success strategy
• Conduct regular one‑to‑ones, deal reviews, and client health deep dives
• Build team capability across onboarding, adoption, risk management, renewals, and expansion motions
• Model best‑in‑class client engagement while empowering team members to lead
• Partner closely with Sales on renewals, upsell, and expansion opportunities
• Collaborate with Product, Support, and Professional Services to resolve systemic client issues
• Act as a critical link between clients and internal teams, translating client needs into actionable insights
• Advocate for the voice of the customer to inform product and go‑to‑market strategies
• Translate Client Success strategy into day‑to‑day execution
• Monitor portfolio health, retention, NPS, and adoption metrics
• Proactively analyze client health and usage data to identify risk and drive corrective action plans
• Ensure consistent use of CRM tools, playbooks, and engagement standards
• Operate effectively in ambiguity; test, learn, and iterate to improve outcomes

Team Lead, Client Success Manager

• Direct Ownership of Growth: Own the commercial roadmap and revenue growth targets for a dedicated pod of high-priority Brand accounts.
• Pipeline Hygiene: Lead pod syncs (Weekly Opp Stand-Ups) to dive into open opportunities and ensure the accuracy of the weighted pipeline.
• White-Space Identification: Partner with Sales/Solutions Engineers to identify upsell triggers for new AdTech/MarTech products and advanced service offerings.
• Sales Narrative Curation: Create and deliver business reviews and pitch decks that move beyond metrics to demonstrate ROI.
• C-Suite Stewardship: Build and map resilient relationships with VP and C-Level stakeholders for key customers, positioning Adswerve as a primary partner in the client’s digital maturity journey.
• Executive Sponsorship: Serve as the Executive Sponsor on at-risk accounts and engage directly with senior stakeholders to rebuild confidence and articulate value.
• Narrative Excellence: Elevate the Adswerve Story by coaching your team to move beyond tactical metrics toward financial outcomes and ROI-driven narratives.
• High-Stakes Negotiation: Personally lead complex, multi-year, or significant uplift contract renewals and pricing negotiations to ensure profitability and mutual value.
• Integrated Solutions Consulting: Guide the team in moving fluidly between Programmatic, Paid Search, and Cloud/Analytics conversations to maximize "share of wallet".
• Market Intelligence: Bring an "Outside-In" perspective by sharing industry trends and competitor intelligence to show clients how peers are leveraging new tech and AI.
• Coach by Doing: Join high-stakes pitches, Business Reviews, and client presentations to model elite sales behaviors and upskill pod members through direct observation and guided autonomy.
• Voice to Leadership: Aggregate front-line Intelligence on service gaps or product needs and communicate them to Executive Leadership to influence the Adswerve roadmap.
• Process Architecture: Improve client engagement models and internal processes to streamline delivery and increase the quality of work across departments.

Client Success Director, Growth Lead

• Help to identify product improvement opportunities by capturing customer feedback to collaborate with different teams to drive potential change.
• Provide daily support to members who need assistance with their online subscription
• Gather the customer's information and determine the issue by evaluating and analyzing the issue.
• Stay current with system information, changes, and updates.
• Effectively share best practices and experiences with colleagues.
• Keep accurate records of subscribers’ service by utilizing software systems.
• Accurately input customer payments and other information such as vacation stops, change of address, digital and print subscription starts.
• Help subscribers maximize the benefits of their membership and demonstrate the value of the FCC sites by matching interests and requirements to content, tools, and features.
• Handle phone inquiries and address complaints from company stakeholders in a pleasant, polite, and efficient manner.
• Maintain confidentiality of members and adhere to PCI compliance practices.
• Assist members in troubleshooting access difficulties to our online platform.
• Daily computer processing and other duties as assigned.

Customer Success Representative

• Develop a trusted advisor relationship with partners, and proactively engage with them to identify needs, ensure successful delivery of appropriately customized solutions, and maintain high client satisfaction
• Lead new partner and program onboarding by leveraging an implementation team, composed of internal experts and other vendors contracted by the client
• Exceed revenue objectives by setting and meeting goals for student enrollment and persistence, and client renewals
• Measure, evaluate, and report on progress against leading indicators, and take ownership of challenges and opportunities by recommending strategy changes and implementing solutions
• Play a key role in removing barriers and friction for adult learners, and ensure the ongoing appeal and accessibility of partner programs by soliciting feedback from students and other stakeholders, and carefully monitoring the student experience, including performance and achievement
• Create business reports and reviews to clearly communicate progress, forecasts, and improvement opportunities
• Design and streamline processes and procedures to enable the scalability of ReUp’s account management approach and capabilities

Director of Partner Success

• Ensure that cases and information requests are delivered on time and that SLA's (Service Level Agreements) are met
• Perform case research and analysis for internal and external customers
• Monitor, enter, update, and close Service Center tickets
• Facilitate and participate in client specific cross training of partner CSRs
• Prepare, analyze, and determine trends for monthly account reviews
• Escalate issues/questions to the next appropriate level
• Respond appropriately to all client concerns and inquiries
• Work on client projects, research, and deliverables
• Work closely with Operations, IT and Finance to resolve client issues
• Participate in weekly, monthly and/or quarterly calls with the client producing detailed notes and action items from the calls
• Communicate case, compliance, and program updates and notifications to clients
• Produce Salesforce tickets
• Work to build a partnership between Cisive and the client

License Manager, Client Success Representative

• Acts as the primary liaison for high-value clients, ensuring seamless communication, resolution of concerns for their product area, and strategic alignment between FIS and the client
• Owns and develops detailed, tailored plans for client success, retention, and expansion opportunities to ensure Client Success Plans are accurate and up to date
• Ensures FIS is delivering the stated business objectives and client is achieving desired ROI
• Ensures alignment across internal teams by facilitating collaboration and maintaining a united front during client engagements
• Leads weekly client check-ins, monthly performance reviews, and partners on strategic discussions including but not limited to product adoption, expansion opportunities, and other commercial endeavors
• Collaborates with sales teams to strengthen renewal strategies and identify expansion opportunities
• Understands contractual obligations with regard to resources, roles and responsibilities
• Is an expert on that client’s impact to FIS financial performance which includes but is not limited to revenue visibility, sales performance, renewal transactions, credits and SLAs
• Represent the client’s voice internally, ensuring their needs and concerns are addressed as well as managing various escalations
• Understands overall client health to proactively identify risks and opportunities
• Maintain accurate and timely documentation in various systems to support reporting and leadership visibility

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