Customer Success Manager

• Guide clients through their journey with Harvey
• Lead integration of Harvey into client workflows for seamless adoption and optimal use of AI solutions
• Evangelize LLMs and enable end users to adopt Harvey daily
• Serve as primary contact for 40+ mid-market clients using a prescriptive and consultative approach
• Create documentation, playbooks, self-help materials, email cadences, and automation
• Use adoption rates, benchmarks, analytics, and feedback to drive client satisfaction and ROI
• Encourage user and stakeholder engagement and develop Harvey advocates
• Monitor customer health and readiness for renewal and expansion
• Relay client insights to internal teams to improve products and services

Mid-Market Customer Success Manager

• Maintain and enhance client relationships with existing customers
• Create strategies supporting client and internal business objectives
• Identify expansion and portfolio performance improvement opportunities
• Support quality improvement and health outcomes initiatives
• Drive client retention and satisfaction
• Operate as a consultative partner to enterprise clients
• Create plans to retain clients and grow business impact in alignment with client goals
• Articulate client goals to internal audiences and coordinate delivery
• Proactively manage enterprise accounts and conduct strategic discovery conversations
• Collaborate cross-functionally to ensure successful service delivery
• Manage contractual obligations, service level agreements, and key performance indicators
• Influence internal and external stakeholders to resolve complex problems
• Maintain internal reporting and documentation in Salesforce
• Build and execute an annual retention plan
• Forecast book-of-business revenue by program, timeline, and value
• Lead training for other teams and provide market updates
• Recommend strategies to optimize collaboration and ways of working

Client Success Manager

• Engage several clients, including a top 10 client
• Manage client contracts and relationships
• Ensure Gainwell operations perform according to contractual commitments
• Generate revenue and upsell new services to existing clients
• Prepare and monitor budgets and revenue expectations for assigned clients
• Develop project approaches and implementation plans with clients
• Oversee development and implementation
• Report progress toward strategic client growth and business goals to client engagement leadership
• Communicate and interface regularly with clients
• Create agendas and provide recaps for client touchpoints
• Direct contract operations to ensure successful service delivery
• Identify and seek new revenue sources
• Build relationships with internal and external staff to meet or exceed client expectations
• Manage client satisfaction
• Support sales opportunities and assist with closing sales, including proposal development
• Monitor state legislative, regulatory, and competitive environments and alert engagement leadership to risks and opportunities
• Support collaboration between the client engagement team, internal departments, and operations staff
• Handle client invoicing and accrual tracking
• Ensure timely delivery of solution files, reports, invoices, and supporting detail

Client Engagement Manager

• Manage a strategic portfolio of new and existing customers from onboarding through renewal and expansion
• Drive customer adoption, value realization, retention, and long-term growth
• Build trusted relationships with executive stakeholders
• Deliver product demos and training on Brevo's product
• Advise clients and help them reach their objectives
• Identify and execute expansion opportunities with Sales
• Partner with Product, Marketing, Support, and Sales to advocate for customer needs and influence product roadmap and go-to-market initiatives
• Collaborate daily with Sales and Customer Experience teams
• Analyze portfolio performance using Salesforce and customer health metrics
• Make data-informed, data-driven portfolio management decisions

• Implement CRM strategy, governance, and operational frameworks for email and SMS across multiple Signet brands
• Lead projects involving list growth, list hygiene, channel compliance, new opportunities, AI advancements, and channel best practices
• Define strategic guidance, technical updates, operational structure, best practices, and cross-functional coordination before handoff to brand teams
• Complete briefs, lead project timelines, and launch emails as appropriate
• Provide strategic guidance, shared learnings, performance insights, and operational support across brands
• Advise on execution feasibility during campaign strategy planning
• Create, distribute, and clarify briefs; provide creative feedback; conduct quality assurance and testing; and build emails when applicable
• Partner with IT, MarTech, CRM brand teams, and external vendors
• Represent CRM business needs in technology, platform, data, integration, and vendor discussions
• Monitor performance and inform strategic direction based on results
• Report to the Senior Director, CRM Strategic Operations and Enablement

Manager, CRM Operations and Enablement

• Manage a defined book of Circuit customers from onboarding through adoption, renewal, and expansion
• Own onboarding and activation, drive time-to-value, understand strategic priorities, build measurable success plans, and track adoption and account health in the CRM
• Become an expert on the Circuit platform and articulate its value across use cases
• Explain AI-driven workflows, agent operation, accuracy validation, and the role of human judgment
• Coach customer teams on best practices to grow usage
• Serve as the day-to-day relationship owner for product questions, configuration support, and administrative issues
• Align on business outcomes and run executive business reviews
• Own renewals and identify expansion opportunities to grow net revenue retention
• Synthesize account feedback and communicate it to the hiring manager and Product
• Help build CS playbooks, success-plan frameworks, health scoring, and business review processes
• Collaborate with Sales, Product, and the hiring manager to turn customers into advocates

• Perform quarterly business reviews with assigned home health and hospice clients
• Monitor key performance indicators (KPIs) and identify opportunities for improvement
• Understand client needs, goals, and strategies
• Translate business needs into initiatives, practical applications, and solutions
• Engage resources to support client needs and ensure customer return on investment
• Meet or exceed established productivity and quality standards
• Create documentation for the knowledge base
• Exemplify CARES core values and promote a positive work environment
• Support clients in their use of the analytics platform

• Oversee the deployment and day-to-day success of Buildots on selected major client projects
• Guide teams through platform adoption and support site operations
• Ensure Buildots technology is integrated effectively into project workflows
• Own primary relationships and serve as day-to-day point of contact for major client projects
• Lead full platform implementation from onboarding and training through workflow integration
• Identify ways to maximize client value and make Buildots central to team operations
• Partner with internal project managers to configure the platform for project complexities
• Gather on-the-ground client insights and share them with the product team to shape the roadmap
• Ensure clients successfully use the platform

Traveling Construction Customer Success Manager, 80% Travel Required

• Analyze guest and campaign performance across digital channels to identify trends, uncover insights, and recommend actions to optimize engagement, conversion, revenue, acquisition, retention, and repeat purchase
• Build and maintain recurring reporting and dashboards to track CRM, digital, and campaign KPIs
• Support ad hoc analysis and reporting for Marketing, translating findings into actionable recommendations
• Support execution of email and push campaigns within HubSpot, including audience creation, scheduling, QA, and deployment
• Support audience segmentation based on guest behavior, lifecycle stage, purchase activity, and engagement
• Partner with the CRM Manager, Brand, Growth, and IT teams to support campaign launches and resolve CRM or data issues

CRM Analyst

• Analyze guest and campaign performance across digital channels to identify trends, uncover insights, and recommend actions to optimize engagement, conversion, revenue, acquisition, retention, and repeat purchase
• Build and maintain recurring reporting and dashboards to track CRM, digital, and campaign KPIs
• Support ad hoc analysis and reporting for Marketing, translating findings into actionable recommendations
• Support execution of email and push campaigns within HubSpot, including audience creation, scheduling, QA, and deployment
• Support audience segmentation based on guest behavior, lifecycle stage, purchase activity, and engagement
• Partner with the CRM Manager, Brand, Growth, and IT teams to support campaign launches and resolve CRM or data issues
• Work with Brand, Growth, Product, and IT to support execution, measurement, and optimization of marketing campaigns across digital channels