Smartlinx

Customer Success Manager

• Identify and drive opportunities for customers to realize greater value and measurable ROI from Smartlinx
• Execute account strategy and priorities established with the Strategic Account Manager
• Own ongoing customer cadence for assigned accounts and maintain relationships with stakeholders
• Monitor customer health, usage, adoption, engagement, health scores, and support activity
• Identify risks early and drive appropriate interventions
• Drive accountability and follow-up across Smartlinx and customers
• Coordinate internal resources across Support, Professional Services, Product, Training, and other teams
• Lead operational customer touchpoints and contribute to Executive Business Review preparation
• Gather data, develop ROI and value insights, plan actions, and track follow-up commitments
• Identify renewal and expansion signals and share opportunities with the Strategic Account Manager
• Manage operational issues and coordinate resolutions; escalate strategic, commercial, executive-level, or materially relationship-threatening issues
• Maintain accurate account activity, customer updates, opportunities, and account information in CRM systems
• Advocate for customers internally and provide product feedback and process improvement opportunities

Account Manager

• Own the overall strategy, executive relationship, and commercial outcomes for an assigned portfolio of customers
• Understand customer businesses, strategic priorities, operational challenges, and success measures
• Build and maintain executive relationships with CFOs, CHROs, and other senior decision makers
• Develop and own strategic account plans covering stakeholder mapping, priorities, success measures, ROI opportunities, risk mitigation, renewals, and expansion
• Lead commercial strategy across renewals, contract negotiations, change orders, cross-sell, and upsell
• Lead Executive Business Reviews and senior-level customer conversations
• Use customer health, adoption, engagement, and support signals to guide risk, retention, and growth decisions
• Set strategic direction for and manage, coach, and develop the Customer Success Manager
• Maintain renewal and expansion forecasts and accurate CRM, opportunity, contract, and account records
• Serve as the primary escalation point for strategic, commercial, executive-level, or materially at-risk customer issues
• Coordinate cross-functional resources across Product, Professional Services, Support, Legal, Finance, Sales, and Leadership
• Advocate internally for customers and influence product priorities, process improvements, and customer experience initiatives

Strategic Account Manager

Security Engineer

• Define and operate Smartlinx's cybersecurity program across multi-tenant SaaS products, cloud infrastructure, corporate technology, data platforms, integrations, and third-party services
• Own SaaS product and application security, cloud and infrastructure security, identity and access management, vulnerability management, security monitoring, incident response, third-party risk, and SOC 2 Type II readiness
• Lead threat modeling, security architecture reviews, abuse-case analysis, risk assessments, secure coding guidance, automated security testing, penetration testing, and remediation
• Establish secure cloud baselines and govern network security, secrets, certificates, encryption, privileged credentials, patching, endpoint protection, vulnerability scanning, and configuration management
• Review security of databases, data platforms, data exchanges, backups, and disaster-recovery environments
• Lead SOC 2 Type II readiness, control design, evidence collection, auditor coordination, remediation, management responses, and annual attestation
• Maintain security policies, standards, procedures, risk register, evidence repository, exception records, remediation plans, and executive compliance reporting
• Apply HIPAA and HITECH requirements and support customer contractual security obligations
• Establish unified vulnerability-management and third-party security programs
• Define security monitoring, detection use cases, incident-response plans, escalation paths, investigations, containment, recovery, forensics, and post-incident reviews
• Conduct tabletop exercises and drive corrective actions to closure
• Establish identity-first security with least privilege, multifactor authentication, privileged access management, conditional access, and access certification
• Govern data classification, access, encryption, masking, retention, deletion, secure disposal, and data-loss prevention
• Develop cybersecurity strategy, operating plan, budget, staffing model, roadmap, executive and Board reporting, and security scorecard
• Select and manage security tools, deliver security education, and recruit, coach, and develop security personnel

Lead, Cybersecurity

Data Analyst

• Serve as a primary administrator for the GTM tech stack, including Salesforce CRM, HubSpot, Celigo, ZoomInfo, Spiff, Tableau, and LinkedIn
• Manage user administration, profiles, maintenance, troubleshooting, change requests, permissions, flows, validation rules, and configuration
• Maintain data integrity, system hygiene, and governance standards across GTM systems
• Optimize automations, flows, dashboards, and reporting structures
• Gather stakeholder requirements and implement scalable GTM system enhancements
• Maintain integrations between GTM tools and business systems such as ERP, marketing automation, customer support, billing, and RevOps tools
• Troubleshoot system issues and support end users
• Conduct training and refresher sessions for GTM team members
• Support forecasting, pipeline management, territory planning, lead management, and sales process optimization
• Improve operational workflows and reporting consistency across Sales, Marketing, Customer Success, and Finance
• Establish and maintain KPI frameworks, data definitions, and operational best practices
• Assist with commission tracking, bookings analysis, churn reporting, and customer lifecycle analytics
• Identify process bottlenecks and recommend efficiency improvements
• Build and maintain dashboards, reports, and recurring business performance analyses
• Conduct ad hoc analysis for strategic decision-making and operational initiatives
• Ensure data accuracy and identify inconsistencies or gaps
• Support data imports, exports, cleansing, deduplication, and migration efforts

Customer Success Manager

Strategic Account Manager

Lead, Cybersecurity

Business Systems and Analytics Analyst