Customer Success Manager

• Own the Customer Success function end-to-end, including the operating system, team, and performance number
• Build customer champions, drive case studies, and own a world-class post-sales motion
• Mature the customer-success operating system with health scoring, QBR cadence, escalation paths, save-play library, and executive sponsor program
• Own GDR and define healthy, at-risk, and churning customer states with corresponding save playbooks
• Design the activation model, define product adoption, and drive change management and time to value
• Coach and hire Customer Success Managers as the team grows

Customer Success Lead

• Serve as the primary strategic partner for complex agency organizations
• Own value realization across multiple brands, clients, regions, or lines of business
• Advise agencies on scaling influencer programs across clients
• Build multi-threaded relationships across strategy, activation, analytics, executive, holding company, and regional stakeholders
• Lead strategic business reviews, maturity assessments, and growth planning sessions
• Map CreatorIQ into agency workflows, resourcing models, and client deliverables
• Partner with Strategic Insights Managers on off-platform analysis, benchmarks, and strategic recommendations
• Use data to identify opportunities and risks, influence adoption, and support program growth
• Collaborate with Implementation, Product Education, Support, Sales, and Insights teams
• Advise agencies on program governance, measurement frameworks, and operational best practices
• Maintain success plans, meeting recaps, engagement history, and health indicators

Customer Success Partner

• Own the end-to-end customer onboarding process for a portfolio of customers
• Ensure timely and seamless customer transitions
• Proactively guide customers through challenges
• Build and maintain relationships with customer stakeholders as a trusted advisor and point of contact
• Monitor engagement, drive adoption, and surface issues early
• Partner with Support to develop documentation and hands-on guidance for top-tier customers
• Gather customer insights and feedback to shape product enhancements
• Act as the customer’s voice within the team
• Partner with Sales, Product, and Support to deliver a smooth, high-quality customer experience

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Senior Director, Customer Success – Resins and Technologies

• Serve as the primary point of contact and build long-term customer relationships
• Act as a customer champion within Merkle Science and work closely with the product team to advocate for customer requirements and identify new opportunities
• Develop trusted advisor relationships with key accounts, customer stakeholders, and executive sponsors
• Ensure timely and successful delivery of solutions according to customer needs and objectives
• Communicate progress of monthly/quarterly initiatives to internal and external stakeholders
• Forecast and track key account metrics
• Accept ownership for accomplishing new and different requests
• Keep current clients satisfied and deliver exceptional day-to-day client service
• Monitor and analyze customer product usage
• Work with the Sales team to onboard and integrate new clients and develop existing client relationships
• Drive upsells within the existing customer base

• Own a portfolio of school partnerships end-to-end
• Serve as the primary point of contact for school counselors
• Build deep relationships with counselors and respond to questions and concerns
• Identify opportunities to better support students
• Drive referral growth and meet or exceed portfolio targets
• Use AI tools to automate repetitive workflows, draft follow-ups, summarize meeting notes, and build outreach sequences
• Collaborate cross-functionally to resolve issues and improve the partner experience
• Share frontline insights to shape how Marble serves schools
• Design virtual workshops to raise mental health awareness
• Support counselors navigating sensitive family situations
• Improve internal processes and automate workflows

• Own a portfolio of strategic school and district partnerships end-to-end
• Serve as the primary point of contact for school counselors
• Build deep relationships with school stakeholders
• Identify opportunities to better support students
• Drive growth by helping counselors identify students who could benefit from care
• Help define team operations to grow referral volume
• Define playbooks, metrics, and dashboards for school health and prioritization
• Leverage AI to automate repetitive workflows
• Collaborate with Ops, Product, Growth, and Clinical teams
• Resolve issues and improve the partner experience
• Share frontline insights that shape how Marble serves schools

• Oversee the full lifecycle of strategy, execution, adoption, and value delivery for long-term strategic partnerships within the Hospital Patient Monitoring ecosystem
• Drive clinical, operational, and financial improvements with clinical, operational, technical, and executive stakeholders
• Ensure customers achieve adoption and optimization of bedside and transport monitors, central stations, mobility and notification tools, clinical decision support applications, and interoperability components
• Develop and manage a unified, data-driven customer success and outcomes roadmap across strategic partnerships and traditional HPM service models
• Expand Philips’ presence within customer accounts
• Collaborate with Sales, Services, and Solutions & Delivery teams to ensure seamless project delivery
• Partner with Sales to secure renewals, grow existing agreements, transition customers to higher-value offerings, add addendums, and expand Philips portfolio adoption
• Serve as a trusted advisor connecting customer objectives to Philips’ monitoring and enterprise portfolio
• Travel locally 50–75% of the time

Customer Success Executive

• Own a portfolio of enterprise customer accounts as the main customer contact
• Build trusted relationships with Accounts Payable Managers, Finance Directors and other stakeholders
• Lead or co-lead customer onboarding and agree success measures
• Track product usage and take action when adoption falls behind
• Monitor account health, engagement and stakeholder changes
• Identify churn risk, develop recovery plans and coordinate internal support
• Support renewals and account growth with Account Managers
• Identify expansion opportunities and connect customer outcomes to renewal readiness
• Turn satisfied customers into advocates
• Explain product features, limitations and technical issues clearly
• Bring in specialists when needed and keep customers informed
• Prioritize accounts using health signals and maintain accurate records
• Share customer feedback with Product, Implementation and other teams
• Success measured through gross retention, expansion ARR, NPS, CSAT, product adoption and consumption
• Initially report to the VP of Customer Success

• Guide teams through the 30MPC enablement curriculum
• Plan quarterly sprints to close sales skill gaps from cold calling through closing
• Support enablement leads and frontline managers by teaching frameworks
• Help managers apply frameworks in real-world situations and coach through roadblocks
• Run QBRs and quantify customer results
• Identify customer expansion opportunities in partnership with sales
• Build the enablement program from the ground up
• Design the customer lifecycle and training program
• Report directly to the founder
• Help sales organizations reach President’s Club, beat revenue targets, and expand accounts