Customer Success Manager

• Build the customer journey by leading retention marketing strategies and the CRM channel
• Manage email, SMS, app and web push, and loyalty programs
• Own the end-to-end customer journey from onboarding through repeat purchases, lapsed-customer winback, and loyalty performance
• Grow the active customer file, subscriber conversion, and churn-prevention tactics to increase purchase frequency and lifetime value
• Own list growth, subscriber conversion, retention strategy, segmentation, and the active customer file across retention channels
• Build and manage A/B and multivariate testing roadmaps across the customer lifecycle, winback, and loyalty programs
• Develop winback strategies and targeted reactivation campaigns
• Lead email and SMS campaign strategy, segmentation, execution, testing, deployment, analysis, and optimization
• Increase purchase frequency and lifetime value through lifecycle campaigns, personalization, and journey optimization
• Own the loyalty program structure, enrollment growth, utilization, tier progression, rewards, promotion calendar, and optimization
• Use sales and campaign data to drive revenue, repeat purchase, retention/lapse, list growth, engagement, and loyalty KPIs; report proactively to leadership
• Collaborate with eCommerce, Social, and Paid Media leads to optimize customer experience and coordinate brand narratives and promotion calendars
• Manage ESP, SMS, and loyalty technology vendors
• Lead and develop a team of two while assigning responsibilities, setting objectives, monitoring progress, and providing feedback

Director of Retention Marketing, CRM

• Develop customer relationships that promote growth and retention
• Work closely with customers to ensure satisfaction and improve areas of dissatisfaction
• Identify and escalate opportunities for growth and clients at risk
• Conduct regular check-ins and quarterly business reviews with assigned clients
• Provide actionable insight and data analysis for customers
• Participate in team meetings and provide process enhancement feedback
• Demonstrate increasing knowledge of Rently products and integrations
• Document and update client records, support notes, and interactions in Salesforce, ZenDesk, Dialpad, Confluence, and other tools
• Ensure compliance with Rently best practices and established policies and procedures
• Meet OKRs and KPIs communicated by the manager
• Sustain business growth and profitability by maximizing value
• Analyze customer data to improve customer experience and minimize churn
• Hold product demonstrations and aid in product design and development
• Evaluate and improve tutorials and communication infrastructure
• Mediate between clients and the organization, escalating requests and complaints as needed

Client Success Manager

• Establish, maintain, and nurture client relationships to retain and renew client contracts
• Consult and advise clients to meet their technology goals
• Guide clients through post-sales, onboarding, and lifecycle processes
• Serve as a trusted advisor for clients’ IT solutions
• Act as a single point of contact for escalated issue processing
• Provide timely feedback on IT solutions and suggest value-added improvements
• Ensure client satisfaction and help clients grow and achieve their goals
• Grow client revenue and build loyal relationships to drive long-term contract stability and retention
• Plan and attend recurring client meetings, including QBRs and roadmap reviews
• Identify and propose Interlaced services/products supporting client IT solutions
• Manage client communications and escalate issues internally
• Proactively resolve service or delivery concerns
• Monitor billing and user counts for discrepancies
• Advocate for clients and guide internal teams on client needs
• Handle contract negotiations and renewals
• Exemplify Interlaced’s core values

• Work closely with iQueue for Operating Rooms Implementation, Product, and Data Engineering teams to implement LeanTaaS' iQueue software
• Improve processes at new and existing clients
• Analyze raw data from clients’ healthcare software to detect trends and patterns and provide actionable takeaways
• Use SQL, Tableau, and Excel to analyze software usage and identify engagement and upselling opportunities
• Increase client value and ensure retention
• Master the healthcare software industry and iQueue for OR product suite
• Train cross-functional client stakeholders on product features
• Serve as subject-matter expert and handle sensitive discussions to implement change management and improve operational processes
• Create internal- and external-facing communications, product resources, and reports about client data, health, and engagement
• Consult with hospital leadership to set operational excellence goals, interpret data metrics, recommend improvements, and demonstrate product ROI
• Build and cultivate relationships with existing hospital clients across the organization
• Collaborate with Product and Design teams to synthesize hospital partner feedback, support software success, and drive product development

• Support Customer Success Managers with customer portfolios by increasing BlackLine adoption and expansion, preventing attrition and churn, and enriching the customer experience
• Provide leading-practice optimization strategies, insights, deliverables, consulting services, process redesign and transformation, solution architecture, thought leadership, executive touch points, and strategy sessions
• Partner with Customer Success Managers and Account Managers on adoption strategies that can lead to ACV expansion and customer references while mitigating churn
• Motivate customers to pursue digital transformation by articulating the value and benefits of optimized solutions
• Understand customer needs and translate business challenges into actionable BlackLine solutions
• Ensure customers are aware of complimentary and billable services
• Deliver product expertise and optimization solutions through strategic use cases and video adoption campaigns
• Analyze and document customer processes to develop tailored optimization solutions based on leading practices
• Design innovative solutions for complex customer challenges where no standard solution exists
• Provide consultative guidance during customers’ digital transformation journeys
• Maintain and elevate expert-level knowledge of BlackLine products and relevant domains
• Develop and deliver thought leadership through how-to videos, webinars, and other one-to-many events
• Document process optimization use cases for internal knowledge sharing
• Coach, mentor, and guide colleagues on complex process optimizations
• Perform other duties as assigned

Principal Customer Success Manager

• Lead customer onboarding end to end, from kickoff and requirements gathering through go-live and early adoption
• Scope, design, and deploy tailored Hiver solutions, including AI-powered workflows for triage, routing, tagging, summarization, and response assistance
• Configure automations, SLAs, and multi-channel setups to create scalable AI-assisted operations
• Partner with customers' technical teams on API and integration use cases across CRM, e-commerce, ticketing, and internal systems
• Build reporting and dashboards to establish baselines and track operational impact
• Define customer success metrics and measure outcomes such as response time, resolution rate, agent productivity, and cost per ticket
• Turn results into business cases driving seat growth, plan upgrades, AI add-ons, and new channel adoption
• Build Success Plans connecting deliverables to outcomes and increased spend
• Own expansion and retention targets with Account Management
• Build multi-threaded relationships from frontline managers to executive sponsors
• Lead outcome-focused business reviews showing realized ROI and future roadmap
• Bring structured US-customer feedback to Product and Engineering teams in India to shape the roadmap

Senior Customer Success Manager

• Own relationships with a portfolio of advertising partners as their primary point of contact
• Guide advertisers through onboarding and campaign launches
• Analyze campaign performance and provide actionable recommendations
• Identify opportunities to expand partnerships through product adoption and incremental investment
• Partner with Sales, Product, Analytics, Policy, and Operations to resolve issues and enhance platform value
• Surface advertiser feedback and insights to inform product improvements and long-term strategy
• Build scalable processes and best practices supporting the growth of OpenAI’s advertising ecosystem

Customer Success Manager, Ads Solutions

• Grow customer utilization of Antech’s full portfolio, including AIS, Sound, IHD/consumables, and innovative reference lab products
• Support current Antech customers and align efforts with an assigned region
• Identify hospitals ready to grow with Antech and determine tactics to achieve client growth
• Partner with Diagnostic Sales Managers, Diagnostic Sales Associates, and other sales team members on growth initiatives and customer concerns
• Determine client focus areas and work with field sales to achieve growth goals
• Contact identified customers regularly to provide customer service and support retention
• Monitor monthly customer retention lists and territory growth goals to identify growth opportunities and attrition risks
• Coordinate with Marketing and Sales to target customer growth and retention
• Make in-person or virtual calls to hospitals to discuss opportunities and provide support
• Inform customers about Antech innovations, products, programs, and growth marketing tools
• Work with Marketing to identify growth marketing tool and resource needs
• Use Salesforce.com, RingCentral, Microsoft Teams, and Microsoft Office to service accounts and maintain records
• Serve as a subject matter expert on Antech’s product and service portfolio for new-to-organization DSMs and DSAs
• Attend business meetings regarding hospital performance and growth opportunities
• Build relationships with referral sources and connect DSMs with new business opportunities
• Research before site visits to anticipate issues and improve customer experience
• Coordinate daily support activities and customer activities at meetings
• Collect, process, model, and analyze data to identify opportunities
• Route issues to appropriate associates for resolution
• Participate in enterprise initiatives and special projects as assigned
• Navigate ambiguous situations consistently with Mars’ Five Principles and integrity

Diagnostic Success Partner

• Deliver on stewardship promises by owning assigned tasks, meeting due dates, and tracking progression in the Agency Management System
• Independently lead process execution and cross-functional coordination for assigned clients
• Oversee open enrollment activities, anticipate issues, resolve conflicts, and deliver high-quality service
• Identify discrepancies, determine root causes, and resolve or appropriately escalate issues
• Support compliance activities including COBRA, EOI, notices, and plan documentation
• Maintain accurate records across systems, files, and client documentation
• Coordinate with carriers, vendors, internal teams, and care center colleagues to resolve escalated issues
• Advise colleagues and third-party partners on complex eligibility situations and benefits questions
• Create client-ready documentation and recommendations
• Prepare renewal materials, open enrollment instructions, COBRA information, claims updates, and benefits administration communications
• Identify and contribute to process efficiencies and improvements
• Support implementations and open enrollment by identifying service risks
• Support retention and growth of an assigned book of business
• Participate in open enrollment calls and meetings as a knowledgeable point of contact

Client Success Specialist, Employee Benefits

• Support client relationships from onboarding through renewal
• Drive product adoption and workflow integration within client organizations
• Connect client goals to measurable outcomes using ZestyAI solutions
• Partner cross-functionally with Product, Risk Analytics, Data Science, Support, Marketing, and other ZestyAI teams
• Identify opportunities for deeper product usage and expansion
• Build strong working relationships with underwriters, analysts, and product stakeholders
• Own regular client touchpoints, drive follow-up, and keep client priorities moving forward
• Support business reviews and connect product adoption, usage, and outcomes to client goals
• Monitor usage trends and client health indicators
• Bring client feedback and needs back into ZestyAI and coordinate appropriate responses
• Collaborate with senior Client Success leaders on strategic client and team initiatives

Customer Success Manager jobs in California

Director of Retention Marketing, CRM

Client Success Manager

Client Success Manager

Client Success Manager

Principal Customer Success Manager

Senior Customer Success Manager

Customer Success Manager, Ads Solutions

Diagnostic Success Partner

Client Success Specialist, Employee Benefits

Senior Client Success Manager – Insurance Solutions