Technical Customer Success

• Serve as a trusted advisor and primary support resource for customers using the organization’s healthcare software platform.
• Build strong relationships with clinical users, administrators, and customer IT teams.
• Ensure customers receive timely updates, clear communication, and a positive support experience throughout the issue resolution process.
• Advocate for customer needs and provide feedback to internal product and engineering teams.
• Investigate, reproduce, document, and manage customer-reported product issues.
• Perform structured troubleshooting to identify root causes and determine appropriate resolution paths.
• Support application configuration, user administration, access management, and platform setup activities.
• Assist customers with login, authentication, user provisioning, and system access issues.
• Monitor operational dashboards and proactively identify potential user-impacting concerns.
• Partner closely with Product, Engineering, Infrastructure, and Clinical teams to ensure issues are resolved efficiently.
• Escalate complex issues with detailed diagnostics, documentation, and supporting evidence.
• Coordinate with customer IT teams regarding integrations, authentication, and technical configurations.
• Help identify recurring issues and contribute to long-term improvements that enhance customer experience.

Technical Customer Success Manager – Healthcare SaaS

• Building relationships with your users. You should know who the key people are at each company, and they should know you.
• Owning their feedback and making sure it gets to the wider PostHog team.
• Investigating technical issues. You're the first person to dig into customer issues, often solving them yourself rather than immediately passing to support.
• Being super responsive to their Slack messages, support tickets, and emails.
• Being their favorite ever Customer Success person to work with!

Customer Success Engineer

• Own post-sale customer relationship and act as the primary technical point of contact.
• Drive product adoption and usage through effective onboarding, training, and ongoing support.
• Work closely with clients to understand business goals and align them with product capabilities.
• Collaborate with internal product, engineering, and data teams to deliver solutions and enhancements tailored to client needs.
• Analyze customer data and usage trends to proactively identify opportunities and risks.
• Build dashboards or reports for customers using internal tools or integrations.
• Lead business reviews, share insights, and communicate value delivered.
• Support customers in configuring rules, data integrations, and troubleshooting issues.
• Drive renewal and expansion by ensuring customer satisfaction and delivering measurable outcomes.

Senior Technical Customer Success Manager, CSM

• Own the post-sales relationship for a portfolio of accounts
• Drive value & outcomes with technical sponsors and champions
• Develop, automate and scale customer lifecycle events including kickoff/onboarding, executive business review, new feature announcements, capacity over/under utilization and user engagement.
• Create or adapt high-quality reusable content including trainings, talks, blog posts, white papers, demos and examples
• Represent the customer in internal meetings with Engineering and Product Management
• Partner with the rest of our team in East to grow our brand and business in the region
• Keep up to date on Honeycomb technologies and product offerings

Technical Customer Success Manager

• Diagnose, debug, and resolve complex application, integration, and data issues that surpass Tier 2 capabilities.
• Own the troubleshooting of SAML SSO configurations and API-driven integrations.
• Manage and validate complex file provisioning workflows, including structured data files (CSV, JSON, XML) and secure automated transfers via SFTP.
• Read and interpret JavaScript/scripting languages and system logs to pinpoint the root cause of unexpected platform behavior.
• Partner with engineering to document system architecture quirks, create advanced internal troubleshooting guides, and recommend product improvements.
• Translate highly complex technical engineering concepts into clear, actionable, and empathetic updates for university stakeholders.
• Participate in a scheduled rotation to provide first-line engineering-level response for critical, customer-reported Severity 1 issues (24/7/365 availability).
• Perform other duties as assigned.

• Under moderate supervision, manage the onboarding of legal plan and identity theft protection benefit programs selected by large customers/employers.
• Accountable for customer satisfaction and quality execution of stated tasks throughout the process.
• Communicate effectively, collaborate with internal and external contacts, meet deadlines, organization and time management, and maintain autonomy while working on projects and duties.
• Develop implementation schedules and timelines
• Prepare meeting presentations and document deliverables
• Provide frequent status and progress reports through detailed project planning tools
• Partner with customer to develop and implement employee communication strategy
• Ensure appropriate and accurate system and contractual set-up
• Participate in sales presentations when necessary
• Review enrollment, payment history, and billing invoices to provide support to LegalShield groups, Associates, and group members
• Handle inquiries received by phone, fax, email, or mail.
• Review various reports to ensure group accounts are up to date.

Implementation Account Manager

• Be the primary point of contact and build long-term relationships with clients.
• Client champion within Merkle Science who will work closely with the product team to advocate for customer requirements and identify new opportunities.
• Develop a trusted advisor relationship with key accounts, client stakeholders and executive sponsors.
• Ensure the timely and successful delivery of solutions according to customer needs and objectives.
• Communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders.
• Forecast and track key account metrics.
• Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
• Enhance department and organization's reputation by accepting ownership for accomplishing new and different requests.
• Responsible for keeping current clients satisfied and delivering exceptional client service on a day-to-day basis.
• Monitor and analyze client’s usage of our product to be proactive if utilization drops.
• Responsible for working with the Sales team to onboard and integrate new clients and developing existing client relationships.
• Responsible for product adoption and in turn, client retention.
• Liaise between the client and internal teams to advocate on the clients’ behalf.

• Establish and maintain strong, long-lasting relationships with key customer stakeholders — from first conversation through onboarding, ongoing operational health, and growth.
• Serve as the technical subject-matter expert in pre-sales cycles – running technical discovery, leading solution demos, scoping integrations, and partnering with sales to convert qualified opportunities.
• Run the technical discovery process to onboard new OEM/brand stores to our portfolio and automate processes to support scaling sales operations across your portfolio.
• Define and own key performance indicators (KPIs) for customer success, including retention rates, and customer satisfaction scores.
• Use analytics and data insights to monitor customer health and predict potential issues before they become critical.
• Implement systems for collecting and analyzing customer feedback to continuously refine and improve customer experience.
• Continuously identify and advance upsell and cross-sell opportunities within the existing customer base – carrying expansion ARR or net revenue retention as a named KPI alongside retention and CSAT.
• Provide feedback to the product team based on customer insights and needs, helping shape the future roadmap and feature enhancements.
• Act as the escalation point for at-risk or stalled accounts – taking ownership when frontline CS or support hasn't resolved the issue, driving the technical and relationship fix, and restoring trust.

• Partner directly with customers to troubleshoot technical issues related to integrations, SDK implementations, APIs, survey deployments, and platform configuration
• Lead technical onboarding and implementation support to help customers successfully roll out Sprig across their teams and workflows
• Conduct technical demos and solution consultations aligned to customer business goals and technical requirements
• Collaborate closely with Product and Engineering teams to help isolate common customer requests, test workarounds and new feature releases, and make technical documentation updates to assure customer success
• Act as a trusted advisor to customers by recommending best practices, creative solutions, and scalable workflows that maximize platform adoption and long-term success
• Partner closely with Sales and Customer Success teams to support technical evaluations, expansions, and customer growth opportunities

• Configure customer accounts; customize backup policies and storage; facilitate onboarding; orient stakeholders; walk through admin portals; introduce support channels.
• Identify migration opportunities; analyze usage and environment; conduct success planning and strategy sessions; align business outcomes with product adoption.
• Conduct assessments; build protection plans; recommend software products and architectures across the Veeam Data Platform.
• Run recovery simulations; apply the Veeam Data Resilience Maturity Model (DRMM) to track and report resilience posture; deliver quarterly resilience reports.
• Monitor signals to detect churn risk early; define mitigation plans; partner on renewal strategy with actionable technical insights.
• Build business cases; define TCO; articulate value propositions for expansion; schedule checkpoint reviews with stakeholders.
• Engage CISO/CIO stakeholders with clear risk, status, and opportunity updates; support context for executive discussions and roadmap alignment.
• Collaborate on marketing-informed campaigns and plays to drive adoption and expansion.
• Operate with a long-term account assignment model tied to ARR and growth potential, typically covering 5–50 Enterprise and Commercial-Named accounts with $100K+ ARR.
• Own the technical success plan and adoption roadmap; influence pricing, commercial terms, and renewal terms in partnership with Sales and CS leadership.

Senior Customer Success Engineer

• Align Omnea’s platform with customer needs and troubleshoot complex integration challenges
• Serve as the first line of defense for customer requests and issues
• Collaborate with the Omnea Product team and share feedback from customer interactions
• Lead continuous improvement efforts for internal tools and processes

Client Success Engineer

• Own Omnea’s most complex customer-side technical work in the US
• Act as a senior technical authority across the business
• Help establish how we support and scale enterprise customers from our New York hub
• Collaborate directly with leading tech companies like Spotify and McAfee
• Own and lead the resolution of high-impact customer challenges
• Act as the escalation point for critical customer issues in the US
• Identify patterns across US customer issues and translate them into actionable input for Product and Engineering
• Maintain a deep understanding of Omnea’s architecture, configuration patterns, and integrations

Senior Client Success Engineer

• Shape the success journey for customers
• Become an expert on the Dreamdata platform and its integrations
• Support both existing customers and the sales team during pre-sales
• Drive adoption and usage
• Provide technical acumen as well as marketing expertise

• Providing continuous technical Implementation, support and training for existing/newly arriving customers
• Working with resellers and customers: training their teams on the product, identifying and solving problem areas in their processes to ensure success.
• Working with existing customers to understand their requirements and helping them figure out how the product is the best solution for their problem
• Acting as the primary technical point of contact for customers and partners, performing initial troubleshooting, diagnosing issues, and guiding them through resolution.
• Managing and prioritizing technical support tickets, ensuring timely resolution and proper communication throughout the lifecycle.
• Escalating complex technical issues to R&D teams when necessary, providing detailed context, replication steps, and impact assessment, and following through to resolution.
• Working with the product and marketing teams to familiarize with the product landscape and becoming a technical product expert
• Working with regional leadership to identify problem areas and initiating projects to improve customer satisfaction
• Attending professional events and workshops to build and maintain professional skills and networks

• Lead end-to-end software implementations. You will plan, manage, and execute implementations, migrations, integrations, and system upgrades for Emphasys software platforms within the single-family lending space.
• Act as the bridge between clients and technical teams. You will serve as the primary point of contact for implementation stakeholders, guiding clients through implementation phases including data migration, integrations, APIs, configuration, testing, and go-live activities.
• Drive technical implementation solutioning. This is not a traditional project management role focused only on coordination and timelines.
• Lead communication, training, and stakeholder alignment. You will facilitate implementation meetings, provide proactive status updates, manage expectations, and translate technical concepts into clear, user-friendly language for technical and non-technical audiences.
• Strengthen implementation standards and operational readiness. You will contribute to implementation documentation, setup guides, training materials, and process improvements that support scalability, knowledge transfer, operational consistency, and long-term client success.

Technical Implementation Specialist

• Lead end-to-end software implementations. You will plan, manage, and execute implementations, migrations, integrations, and system upgrades for Emphasys software platforms within the single-family lending space.
• Own implementation planning, discovery, and project execution. You will lead discovery conversations, gather implementation requirements, and manage project plans, timelines, milestones, dependencies, and deliverables across multiple client implementations.
• Act as the bridge between clients and technical teams. You will serve as the primary point of contact for implementation stakeholders, guiding clients through implementation phases including data migration, integrations, APIs, configuration, testing, and go-live activities.
• Drive technical implementation solutioning. You will participate in technical discussions related to APIs, integrations, workflows, authentication, system functionality, and implementation roadmaps while helping clients understand capabilities, limitations, and solution options.
• Strengthen implementation standards and operational readiness. You will contribute to implementation documentation, setup guides, training materials, and process improvements that support scalability, knowledge transfer, operational consistency, and long-term client success.

• Provide advanced product-level expertise, leading complex deployments and resolving intricate technical challenges.
• Serve as the go-to expert for SASE products, guiding customers through sophisticated integrations and customizations.
• Proactively communicate new features and best practices, ensuring customers are leveraging the full capabilities of Palo Alto Networks solutions.
• Lead efforts to drive product adoption, conducting in-depth training sessions, and workshops tailored to customer needs.
• Assess and address gaps in deployment and best practices, translating them into strategic action plans for improvement.
• Ensure customers achieve operational excellence by fully adopting and optimizing new features.
• Act as a strategic advisor, influencing key stakeholders at various levels, including C-suite executives.
• Manage complex customer engagements, collaborating with account teams to develop and execute high-touch delivery strategies.
• Lead customer escalations, coordinating with internal teams and resources to ensure timely and effective resolution.

• Own adoption and success for a portfolio of Fieldguide audit customers, with accountability for usage, outcomes, and long-term retention
• Drive deep platform adoption across audit teams by actively working inside the product to configure workflows, templates, and engagement structures
• Translate audit standards, firm methodologies, and best practices into scalable, repeatable Fieldguide workflows
• Partner directly with audit teams to improve audit efficiency, consistency, and quality through better workflow design and execution
• Lead customer enablement, training, and change management to help teams move away from legacy processes
• Identify usage gaps, inefficiencies, and risk signals, and proactively recommend improvements
• Serve as a practitioner-advisor—comfortably pushing customers toward better practices when needed
• Collaborate cross-functionally with Product, Engineering, and Implementation to provide real-world audit feedback and influence roadmap priorities
• Support renewals and expansion by ensuring customers are realizing clear, provable value from the platform
• Contribute to scalable success initiatives, including playbooks, templates, enablement content, and best-practice frameworks
• Own and exceed KPIs related to adoption, retention, customer outcomes, and platform usage

Customer Success Engineer, Audit

• Act as the primary technical resource for our largest customers, providing expert guidance on the deployment, integration, and optimization of our products.
• Lead the technical onboarding process for new strategic customers, ensuring a smooth and efficient setup that meets their specific requirements and goals.
• Provide ongoing technical support and troubleshooting to enterprise clients, addressing their concerns promptly and effectively.
• Serve as the voice of the customer within the company, advocating for their needs and working with internal teams to ensure customer satisfaction.
• Partner with clients to align Fingerprint’s roadmap with their priorities while driving broader adoption of our capabilities.
• Build and maintain strong relationships with key technical and business stakeholders within enterprise accounts, driving thought leadership and acting as a trusted advisor and strategic partner.
• Monitor and analyze customer health metrics and usage data, leveraging visualization tools to distill insights. Create reports that highlight trends, risks, and opportunities.
• Minimal travel to visit customers on site expected.

Strategic Customer Success Engineer

• Coordinate and assist in the deployment of the runZero Platform for assigned customers
• Guide technical conversations to align platform features and functionality with the specific business needs of your customers
• Proactively investigate and resolve support tickets, ensuring timely and accurate communication with customers
• Build and refine technical documentation to improve the customer self-service experience and internal knowledge sharing
• Partner with the Sales team to nurture long-term customer relationships through regular check-ins and consistent engagement
• Be the voice of the customer by capturing feedback and product requests, and advocating for their needs with Product and Engineering
• Develop custom integrations and automation scripts to support customer needs

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