Customer Success Manager

• Own the day-to-day relationship with approximately 50 managed clients
• Work in a pod alongside two vCIOs
• Serve as the go-to contact for quotes, orders, billing, reports, and client issues
• Prepare vCIOs for client meetings so they can focus on maintaining healthy partnerships
• Manage and triage client email, keeping clients updated on open items, projects, and next steps
• Act as an escalation point for client concerns and first responder when a vCIO is unavailable
• Monitor client risk signals, including low satisfaction, stalled issues, and unpaid balances
• Prepare and follow up on quotes for refreshes, renewals, gaps, and roadmap needs
• Place and track hardware, software, and licensing orders through delivery
• Answer invoice questions and support contract renewals and agreement changes
• Follow up on aging receivables with Finance
• Monitor Autotask tickets and projects and coordinate service issues with the Service Delivery Manager
• Coordinate with clients' third-party vendors
• Follow up on every NPS or CSAT detractor within 48 hours
• Schedule QBRs and strategic meetings and manage vCIO calendars
• Prepare QBR materials, client reports, system reports, pre-meeting briefs, and post-review recaps
• Run quarterly reviews for smaller clients and co-present for larger clients
• Draft client communications, announcements, service notes, and renewal letters
• Provide client webinars and events
• Track client satisfaction, retention, check-in cadence, QBR delivery, quote performance, order accuracy, billing resolution, receivables, and renewal continuity

Client Success Manager

• Oversee all facets of client utilization of the Skai platform
• Drive client satisfaction and help clients turn platform usage into measurable ROI
• Focus initially on Paid Search
• Drive client retention and identify account growth opportunities
• Provide initial and ongoing client training on the Skai platform
• Provide technical support, best practices, and strategy across Google Ads and Microsoft Advertising
• Understand client business goals and anticipate future needs
• Use product and engagement data to focus clients on Skai capabilities tied to desired outcomes
• Run structured, proactive communication cadences, standing meetings, and office hours
• Share agendas in advance and provide recaps with documented owners and dates
• Partner with Client Success Directors, product, technical, and support specialists
• Hand off engagements with sufficient context for internal teams to act immediately
• Use AI for call preparation, summarization, personalization, and documentation, with judgment and review
• Solve problems proactively and maintain a high bar for client satisfaction

• Drive hands-on adoption of the Convr Platform, helping customers achieve their business objectives
• Own customer communication and account health, including adoption risk, renewal readiness, and expansion signals
• Apply knowledge of the Convr platform and insurance industry practices to present strategic solutions
• Partner with Business Development Executives on renewals, upsells, and cross-sells while achieving targeted renewal rates
• Represent the voice of the customer across cross-functional teams in product and strategic decisions
• Help build scalable Customer Success playbooks, adoption motions, and customer health processes
• Address customer challenges collaboratively and with a sense of urgency
• Serve as the primary link between Convr and its customers, helping them use the platform effectively and achieve strategic business goals

• Design and drive the business unit’s future vision and strategy across Customer Success and Renewals
• Align Customer Success methodologies and renewals lifecycle so both functions operate as one connected motion
• Own renewals strategy, including forecast accuracy, on-time renewal rate, retention, churn mitigation, multi-year commitments, and expansion
• Manage team financial performance and analytical KPIs across adoption, customer health, renewal, retention, churn, forecasting, and expansion
• Execute AI and digital strategy, prioritize relevant use cases, measure impact, and ensure responsible and compliant use
• Champion customer health, telemetry, entitlement, and renewal data to support AI-enabled and digital-led engagement
• Apply enterprise AI tools and insights to customer health scoring, renewal forecasting, risk identification, account planning, and coworker productivity
• Attract, retain, coach, and develop talent through feedback and individual development plans
• Serve as subject matter expert on Customer Success, Renewals, business unit trends, and industry practices
• Develop and execute customer segmentation strategies aligned to customer needs, value, and growth opportunities
• Partner with sales, OEM and partner organizations, and finance on renewal pricing, quoting, and negotiation strategies
• Enforce best practices and motivate teams through Continuous Quality Improvement
• Model CDW values and build strong relationships with customers and peers

Senior Manager, Customer Success and Renewals

• Coordinate and oversee the quality control process for reservations
• Communicate with customers and operators to ensure accurate information and flawless service
• Provide active trip support during service, communicating with customers, operator dispatch, and drivers
• Manage service issues in progress
• Act as liaison between sales team members and customers to ensure service is fulfilled correctly
• Support the sales team with account management, reservation entry, and CRM account updates
• Maintain inbound phone lines and Olark chat to qualify prospects or assist customers
• Work directly with prospects and provide proposals to close sales in social, family, and wedding segments or other segments as required
• Provide CRM reports and assist with account management
• Liaise with Supplier Relations, IT, and Accounting to ensure quality customer service
• Perform other duties and assignments as required

Customer Success Specialist

• Own and grow relationships with the largest advertisers and agencies
• Serve as senior partner to executive-level client stakeholders
• Own the customer journey end to end, including business strategy, value narrative, value realization, and risk management
• Own account strategy and performance, primarily for Retail Media while supporting Paid Search and Paid Social
• Partner with Client Success Managers to translate strategy into execution and align client objectives with Skai capabilities
• Maintain commercial understanding of accounts to drive adoption, engagement, commercial moments, and growth opportunities
• Own the customer value story from discovery through executive communication
• Lead structured customer meetings with executive presence and follow-through
• Maintain success plans with measurable milestones, owners, and timelines
• Lead Quarterly Business Reviews quantifying impact, savings, risk reduction, and revenue creation
• Maintain multi-threaded relationship maps and documented executive sponsors
• Own CRM hygiene, account health accuracy, and save plans for at-risk accounts
• Partner with Product, Sales, Onboarding, Technical Account Management, and Services on larger initiatives
• Drive joint account planning with Growth Directors and introduce Growth into relationships
• Advise on publisher and vertical best practices
• Ensure purposeful in-person visits with documented outcomes or next steps
• Act as escalation point for complex or cross-product issues
• Use AI to accelerate preparation, planning, account insight, and client-facing output

Client Success Director

• Communicate professionally with clients by phone, email, text, and other approved communication channels
• Respond promptly to client questions, requests, concerns, and updates
• Maintain accurate and timely client records, notes, appointments, and follow-up activities in company systems
• Coordinate appointments, inspections, project updates, and other client-facing activities
• Proactively follow up with clients regarding project status, next steps, and expectations
• Identify potential client concerns early and work with the appropriate internal team to resolve them
• Ensure clients receive consistent, accurate, and professional communication throughout their experience with Cook Roofing
• Collaborate with sales, production, roofing crews, management, and administrative personnel
• Document important client interactions and maintain confidentiality of company and customer information
• Follow established procedures, communication standards, and quality expectations
• Contribute ideas to improve client satisfaction, communication, efficiency, and overall service quality

Client Success Associate

• Serve as the primary field-based lead for education, assistance, and issue resolution with healthcare providers and office staff regarding patient access to J&J Neuroscience therapies
• Spend up to 50% of time on-site with HCPs and HCP staff, assessing education needs and facilitating stakeholder collaboration
• Educate HCPs on reimbursement processes, claims submissions, procedures, and payer coding requirements
• Collaborate with sales representatives and key account managers as the local access, fulfillment, and reimbursement expert
• Lead compliant access and fulfillment discussions with field support team members
• Use data and account management skills to address access barriers proactively
• Address critical patient access and affordability issues with urgency and accountability
• Partner with managed care colleagues on current policies and potential changes
• Conduct field-based reimbursement and access support, education, and creative problem-solving
• Build trust-based relationships with customers in assigned accounts
• Manage territory logistics, routing, and account business planning
• Maintain knowledge of market dynamics, coverage, and coding requirements
• Develop knowledge of hub and specialty distribution channels
• Collaborate with internal J&J departments including marketing, sales, medical science, SCG, IBG, HCC, and PECS
• Serve as subject matter expert on access and affordability solutions across Medicare, Medicaid Managed Care, Commercial, and other payer plans
• Complete business activities according to ethical, legal, and compliance standards and required training
• Travel up to 75% of the time

Field Reimbursement Manager, Neuroscience – Patient Engagement & Customer Solutions

• Serve as the primary field-based lead for education, assistance, and issue resolution with healthcare providers and office staff regarding patient access to J&J Neuroscience therapies
• Spend up to 50% of time on-site with HCPs and HCP staff
• Educate HCPs on reimbursement processes, claims submissions, procedures, and payer coding requirements
• Collaborate with sales representatives, key account managers, managed care colleagues, and internal J&J departments
• Lead compliant access and fulfillment discussions
• Use data and account management skills to address access barriers
• Resolve critical access and affordability issues for patients
• Provide field-based reimbursement and access support, education, and problem-solving
• Build trust-based relationships with customers in assigned accounts
• Manage territory logistics, routing, and account business planning
• Maintain knowledge of market dynamics, coverage, and coding requirements
• Develop knowledge of hub and specialty distribution channels
• Serve as subject matter expert on access and affordability solutions across Medicare, Medicaid Managed Care, and commercial plans
• Execute business according to ethical, legal, and compliance standards

• Lead customer onboarding, implementation, training, adoption, customer success, support, and service delivery across the PHT portfolio
• Provide executive leadership for customer-facing teams supporting Health Language, CSC, and Medi-Span
• Lead an organization of approximately 90 employees through multiple layers of management
• Directly manage Director-level leaders
• Drive customer retention, renewal readiness, revenue realization, and operational scalability
• Partner with Product, Sales, Marketing, Technology, Finance, and Content leadership
• Serve as executive sponsor for strategic customer relationships, escalations, and high-impact delivery initiatives
• Own operational performance metrics supporting retention, adoption, implementation success, and delivery excellence
• Establish consistent service standards and delivery practices across business units
• Lead operational planning, process improvement, automation, continuous improvement, change management, and organizational transformation
• Build scalable operating models and standardize delivery processes
• Influence product roadmap and customer experience decisions using customer and operational insights
• Establish governance, metrics, and operating rhythms
• Lead leadership development, succession planning, organizational capability building, and talent development
• Build a culture of accountability, customer focus, collaboration, innovation, and continuous improvement
• Develop and retain high-performing teams supporting future growth and transformation

Customer Success Manager jobs in Illinois

Client Success Manager

Client Success Manager