BrandActive

Customer Success Manager

• Lead wayfinding engagements from discovery through implementation
• Conduct stakeholder interviews, workshops, document reviews, observational research and on-site assessments
• Synthesize qualitative and quantitative information to identify root causes, map journey and decision points, and prioritize improvement opportunities
• Develop strategic points of view on future wayfinding experiences
• Develop system-wide wayfinding guidelines for large, multi-site organizations
• Develop detailed recommendations for individual locations
• Create recommendations across signage, pre-visit communications, maps, digital tools, branded environments, environmental cues and human support
• Test and refine recommendations through pilots, on-site walkthroughs, stakeholder feedback and real-world operational considerations
• Own day-to-day client relationships and act as a trusted strategic advisor
• Facilitate meetings, working sessions and decision discussions with stakeholders from frontline teams through senior leadership
• Turn complex analysis into client deliverables and present recommendations
• Lead internal project teams and coordinate strategy, client engagement, studio and specialist contributions
• Manage project plans, timelines, budgets, risks, decisions, deliverable quality, scope changes and change orders
• Identify opportunities to extend BrandActive’s support
• Translate approved strategies into implementation requirements and action plans
• Lead on-site validation and testing
• Provide strategic direction to designers and visualization specialists
• Train and guide signage vendors and implementation partners
• Coordinate clients, vendors and internal teams through production and installation
• Lead and coach team members, provide feedback and development opportunities, and manage performance
• Participate in hiring and contribute to internal initiatives and process improvements

Manager, Client Engagement – Wayfinding

Operations

• Translate strategic growth priorities into coordinated actions across campaigns, partnerships, sales initiatives, and internal workflows.
• Create actionable plans, align stakeholders, document processes, and maintain visibility into progress and next actions.
• Prepare and improve the integrated GTM dashboard, including opportunities for AI and automation enhancements.
• Develop recurring metrics and reporting, ensuring data is consolidated, accurate, and aligned with growth priorities.
• Evaluate new tools, manage implementation, and ensure effective team adoption.
• Oversee pipeline hygiene and visibility and support weekly pipeline reviews, restructuring, and qualification efforts.
• Maintain account planning templates and proposal submission checklists; coordinate sales preparation, debriefs, and follow-ups.
• Support new offering readiness by translating go-to-market plans into repeatable sales processes, materials, and workflows.
• Coordinate partnership activities, partner documentation, meetings, follow-ups, and strategic engagement opportunities.
• Lead and project manage strategic Growth Operations initiatives, including HubSpot improvements, community advocacy, and industry research initiatives.
• Improve cross-functional communication and centralize pipeline, partner, and project information.
• Identify bottlenecks and build repeatable systems and processes to reduce manual effort and friction.
• Create playbooks, SOPs, and templates to clarify roles and harmonize workflows.
• Facilitate growth team huddles, cross-team forums, and retrospectives.
• Manage vendor relationships where applicable.
• Set development goals, seek feedback, contribute to internal initiatives, and identify smarter process improvements.

Manager, Client Engagement – Wayfinding

Manager, Growth Operations