customer success manager

HR ACUITY LLC

<div>Overview:
<div>
We're looking for a relationship-driven Customer Success Manager to support a portfolio of Enterprise customers. This is not your typical CSM role &mdash; we're seeking someone who thrives in complex, high-stakes environments and knows how to navigate large organizations, multiple stakeholders, and long-term strategic relationships.</div><div> 
In this role, you'll become a trusted advisor to some of our most valuable customers, driving adoption, demonstrating measurable value, and championing satisfaction at every stage of the customer journey. You'll develop deep knowledge of each customer's business goals and align our solutions to their evolving needs.</div><div> 
You'll collaborate closely with Account Management to identify expansion and upsell opportunities, turning healthy relationships into long-term growth. Success here isn't just about retention &mdash; it's about becoming an indispensable partner to the enterprise accounts you own.</div><div></div><div> 
At HR Acuity&reg;, we empower our team to #BeBold&mdash;embracing innovation and new challenges. With the right tools, we help you #WorkSmarter, fostering collaboration so we can all be #BetterTogether. If you're excited about being part our growth story, we&rsquo;d love to chat!</div><div></div><div> 
About Us: HR Acuity&reg; is the leading provider of employee relations case management and investigation software. We help organizations standardize how workplace issues are reported, documented, and investigated. Our data-driven approach to managing workplace issues helps our clients and partners build trusted, inclusive cultures where employees feel safe.</div><div></div><div> 
This is an #All-in Zone. We are a fast-growing, innovative company where being #All-in is the norm. From our female founder CEO to every team member, we embrace a fully engaged mindset. We bring our best every day, fueled by passion for our mission and culture&mdash;and we expect the same from everyone who joins us.</div><div> 
</div><div>At the same time, we are deeply committed to fostering an inclusive, diverse workplace where different perspectives are valued and respected. We believe in creating an environment where everyone can show up as their authentic selves and thrive. If this sounds like you, keep reading.</div><div></div><div> 
Click here to learn more about our values and benefits!</div><div></div><div> 
Please note that for this position, we are only accepting direct applications. Submissions from agencies will not be considered.</div>
The Opportunity:
<div>
What you&rsquo;ll do</div><ul><li>
Build strong, multithreaded relationships with customer stakeholders</li><li>
Lead executive business reviews and create tailored success plans</li><li>
Drive platform adoption and customer engagement through consultative guidance</li><li>
Monitor usage, identify risks, and execute mitigation strategies</li><li>
Collaborate with Account Managers to support renewal and growth motions</li><li>
Partner cross functionally with Product, Support, Sales, and Operations</li><li>
Surface customer feedback and advocate for platform and process improvements</li><li>
Foster customer advocacy through exceptional experiences</li></ul><div></div><div> 
What We Offer:</div><ul><li>
Remote first flexibility anywhere in the U.S.</li><li>
Meaningful work impacting customer outcomes</li></ul><ul><li>
Professional growth and continuous learning opportunities</li><li>
A collaborative, mission driven team that values transparency and improvement</li></ul><div></div> 
Success Looks Like<ul><li>
Strong, trusted customer relationships</li><li>
Increased adoption and value realization</li><li>
Early risk identification and effective mitigation</li><li>
High-quality strategic reviews and success plans</li><li>
Strong partnership with Account Managers on renewals and expansion</li><li>
Accurate account health insights and CRM updates</li><li>
Positive customer sentiment and advocacy</li></ul><div></div><div> 
Join us and be a catalyst for success in our journey to revolutionize customer experiences in the HR tech space!</div>
Qualifications:
<div>
Required Experience</div><ul><li>
3+ years in Customer Success with Enterprise clients (HR tech, SaaS, or related fields preferred) - this is a must &mdash; SMB or mid-market experience alone won't set you up for success here.</li><li>
Proven experience managing complex, multi stakeholder enterprise accounts with diverse organizational structures</li><li>
Proficiency with Microsoft Office and CRM tools; quick learner of new technologies. Salesforce, Pendo &amp; Gong experience is a plus.</li></ul><ul><li>
Strong organization and time management in a fast paced remote environment</li><li>
Excellent written and verbal communication</li><li>
Confident presenting to and influencing VP and C-Suite stakeholders</li><li>
Customer-centric, proactive, and highly self motivated</li></ul>
Perks and Benefits:
<div>
Compensation: The pay range for this position is expected to be between $90,000 and $105,000/year; however, base pay offered may vary depending on multiple individualized, non-discriminatory factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position $103,500 - $120,750/year may also include other incentive compensation opportunities in the form of discretionary annual bonus or commissions. Additionally, full-time employees are eligible to participate in our comprehensive benefits program, including health and wellness benefits, 401(k) retirement plan, life and disability insurance coverages, and other benefits the Company may offer from time to time.</div><div></div><div> 
Benefits:</div><ul><li>
Stay healthy and happy with our comprehensive medical, dental and vision plans.</li><li><ul><li>
You can also choose from FSA or HSA options to suit your needs.</li></ul></li><li>
Save for your future with our 401K plan that matches your contributions.</li><li>
Enjoy paid leave for various life events, such as sickness, disability, or parenthood.</li><li>
Own a piece of the company with our #Allin Shares Program.</li><li>
This is a fully remote position.</li></ul><div>
Perks:</div><ul><li>
Take a break from work with our unlimited PTO policy to refresh and recharge.</li><li>
Company paid holidays, birthday day off, closed 4th of July week and December holiday week, half day summer Fridays* and half day first Fridays*, and 8 hours of volunteer time.</li><li>
Own a piece of the company with our #Allin Shares program.</li><li>
Earn extra cash by referring qualified candidates to join our team.</li><li>
Access professional and personal support through our employee assistance program.</li><li>
Work from anywhere with our remote work environment that fosters collaboration and creativity. *</li><li>
Join a fun and energetic team that values your suggestions and new ideas.</li><li>
Receive a competitive salary and meaningful opportunities for growth.</li></ul><div>
Learning and Development</div><ul><li>
Onboarding: Learn the basics of your role, the company culture, and the expectations from your manager and team. Get familiar with the tools, systems, and processes that you will use in your daily work. Receive feedback and guidance from your mentor and peers.</li><li>
Manager training: Develop the skills and competencies to lead, motivate, and empower your team. Learn how to communicate effectively, delegate tasks, set goals, provide feedback, and resolve conflicts. Enhance your emotional intelligence, coaching, and mentoring abilities.</li><li>
Leadership training: Grow your leadership potential and influence within the organization. Learn how to inspire and align others with the company vision, mission, and values. Strengthen your strategic thinking, decision making, and problem-solving skills. Expand your network and collaboration with other leaders across functions and levels.</li><li>
Industry training: Stay updated on the latest trends, best practices, and innovations in the Employee Relations industry. Gain insights from experts and thought leaders in the field. Apply your learning to improve your performance, quality, and efficiency.</li></ul></div>

Customer Success Manager

Burq

<div>About Burq
Burq started with an ambitious mission: to turn the complex process of offering delivery into a simple, turnkey solution. It&rsquo;s a big mission, and now we want you to join us in making it even bigger.
We&rsquo;re proud to be recognized as one of Fast Company&rsquo;s Best Workplaces for Innovators and a 2025 Inc. Magazine Power Partner, awards that highlight how we&rsquo;re redefining the future of logistics while empowering our partners to grow.
Backed by leading Silicon Valley investors like Village Global, the fund whose investors include Bill Gates, Jeff Bezos, Mark Zuckerberg, Reid Hoffman, and Sara Blakely, we&rsquo;ve built a world-class team across the globe.
We operate at scale but remain small enough for every person to have a massive impact. There&rsquo;s a lot of important work ahead, and joining Burq means the opportunity to grow faster than ever while doing the most meaningful work of your career.
Here&rsquo;s a quick overview of what you will be doing:
Description:
We&rsquo;re looking for a Customer Success Manager to support our growing customer base and help ensure they have a smooth and successful experience with our platform. You&rsquo;ll work closely with customers on day-to-day needs, drive product adoption, and assist in maintaining strong relationships while acting as a key point of contact for basic queries and support.
This role is ideal for someone who is proactive, detail-oriented, and enjoys working in a fast-paced startup environment while supporting multiple accounts and delivering a great customer experience.
What you'll do: 
 
<ul><li>Support the onboarding process for new SMB customers, including basic setup and coordination with internal teams</li><li>
Assist customers with platform usage, issue resolution, and general queries</li><li>
Work closely with the Manager Customer Success to ensure smooth account management</li><li>
Maintain and update customer data in CRM tools like HubSpot</li><li>
Identify at-risk customers and escalate concerns to the Customer Success Manager</li><li>
Coordinate with sales and operations teams to ensure smooth handoff and service delivery</li><li>
Follow defined processes to ensure a consistent and positive customer experience</li><li>
Contribute to improving onboarding and support workflows</li></ul> 

Requirements 
<ul><li>
1&ndash;3 years of experience in Customer Success, or Account Management, preferably in a B2B or tech-enabled environment</li><li>
Experience working with SMB customers</li><li>
Familiarity with CRM tools (e.g., HubSpot) and basic data handling</li><li>
Basic understanding of Customer Onboarding processes</li><li>
Strong communication skills with the ability to engage and support customers effectively</li><li>
Good analytical and problem-solving skills</li><li>
Ability to work in a fast-paced environment and manage multiple tasks</li><li>
Prior experience in a Startup or Tech company is a plus</li></ul> 
 
 
Benefits 
Investing in you 
 
<ul><li>Competitive salary
</li><li>Medical</li><li>
Educational courses</li></ul>
Generous Time Off
At Burq, we value diversity. We are an equal opportunity employer: we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.</div>

Sirion

<div>
 
 
 
 About Sirion
 
 
 
 
 Sirion is the world&rsquo;s leading
 
 AI&ndash;native Contract Lifecyle Management (CLM) platform
 
 , transforming the end-to-end contracting journey for enterprises. With Agentic AI at the core, the platform&rsquo;s extraction, conversational search, and AI-enhanced negotiation capabilities have revolutionized contracting across Fortune 500 companies like IBM, Coca Cola, Citi and GE. With more than 800 employees across the globe, Sirion comprises a team of AI engineers, legal experts and researchers who are working relentlessly to build reliable and trustworthy CLM for businesses of tomorrow. Recognized by Gartner, IDC, and Spend Matters as a consistent CLM leader, Sirion sets the innovation benchmark for the category.
 
 
 
 
 
 For more information, visit
 
 www.sirion.ai
 
 .
 
 
 
 
 
 
 
 Power the Future of AI &amp; Why This Role Matters
 
 
 
 
 Join us as a Customer Success Manager and play a critical role in enabling our enterprise customers to realize the full value of Sirion&rsquo;s AI-native Contract Lifecycle Management (CLM) platform.The ideal candidate will have proven experience in Customer Success, Account Management, Project Management, Revenue Management, and large portfolio management. You will be responsible for driving product adoption, identifying and executing revenue growth opportunities through cross-sell and upsell, and ensuring the successful delivery and implementation of our AI-driven solutions. This role requires a balance of strategic relationship management, operational excellence, and customer advocacy &mdash; all while collaborating closely across cross-functional teams to ensure success and satisfaction for every customer.
 
 
 This role also carries strong customer-facing responsibilities, requiring proactive engagement, value delivery, and continuous partnership-building with enterprise stakeholders.
 
 
 
 
 
 
 
 How You&rsquo;ll Make an Impact
 
 :
 
 
 
 
 Act as the Strategic Partner:
 
 Serve as the primary point of contact for clients, managing relationships, ensuring adoption, and maintaining exceptional levels of customer satisfaction.
 
 
 &bull;
 
 Champion Customer Engagement:
 
 Lead customer-facing interactions including business reviews, roadmap discussions, and value realization workshops to reinforce trust and long-term partnership.
 
 
 &bull;
 
 Lead Implementation and Operations:
 
 Manage end-to-end implementation and ongoing operations for existing and new customers, ensuring alignment with business goals and seamless delivery.
 
 
 &bull;
 
 Plan and Execute with Precision:
 
 Develop project plans, define project methodologies, and ensure that project resources and governance frameworks are in place.
 
 
 &bull;
 
 Drive Product Adoption:
 
 Increase product stickiness, improve satisfaction, and cultivate Sirion advocates to ensure retention, renewal, and long-term customer success.
 
 
 &bull;
 
 Enable Business Transformation:
 
 Drive business outcomes and maturity within customer organizations through structured management, governance, ongoing education, and training initiatives.
 
 
 &bull;
 
 Build Strategic Relationships:
 
 Establish deep working relationships with client business units and key stakeholders to define requirements and align Sirion&rsquo;s AI-led solutions to their strategic objectives.
 
 
 &bull;
 
 Collaborate Across Teams:
 
 Partner with Sales, Product, Marketing, and Technical Support teams to ensure client needs are addressed and feedback informs continuous product improvement.
 
 
 &bull;
 
 Own Customer Communication:
 
 Maintain consistent, proactive, and transparent communication with customer executives, program teams, and end users to keep engagement high and aligned.
 
 
 &bull;
 
 Manage Portfolio Success:
 
 Oversee a diverse client portfolio, balancing multiple priorities and ensuring consistent engagement and excellence across all accounts.
 
 
 &bull;
 
 Lead Onboarding Excellence:
 
 Manage client onboarding processes, timelines, and deliverables, coordinating with internal teams for smooth project execution.
 
 
 &bull;
 
 Deliver with Accountability:
 
 Manage project schedules, budgets, risks, and team performance to ensure on-time, high-quality delivery and sustained customer value.
 
 
 &bull;
 
 Drive Customer Advocacy:
 
 Identify champions, capture success stories, and foster a customer community that accelerates peer learning and solution adoption.
 
 
 
 
 
 
 
 Skills &amp; Experience You Bring to the Table
 
 
 
 
 &bull;
 
 Experience:
 
 6+ years in Customer Success, Account Management, or related roles within enterprise SaaS environments.
 
 
 &bull;
 
 Portfolio Management:
 
 Proven experience managing large client portfolios and ensuring high-impact product adoption.
 
 
 &bull;
 
 Revenue Focus:
 
 Demonstrated success in identifying and executing cross-sell and upsell opportunities that drive measurable business growth.
 
 
 &bull;
 
 Project Management:
 
 Strong background in implementation, onboarding, and delivery management across complex enterprise ecosystems.
 
 
 &bull;
 
 Customer-Facing Excellence:
 
 Strong client interaction skills with the ability to lead meetings, present solutions, handle escalations, and influence executive stakeholders.
 
 
 &bull;
 
 Communication:
 
 Excellent interpersonal and communication skills with the ability to engage and influence stakeholders at all organizational levels.
 
 
 &bull;
 
 Technical Acumen:
 
 Prior experience in CLM or large-scale SaaS products preferred.
 
 
 &bull;
 
 Cross-Functional Collaboration:
 
 Proven ability to work with Sales, Product, Engineering, and Marketing teams to deliver cohesive customer outcomes.
 
 
 &bull;
 
 Tools Expertise:
 
 Proficiency in CRM platforms (e.g., Salesforce, Gainsight) and project management tools (e.g., Jira, Asana, Smartsheet).
 
 
 
 
 
 
 
 Commitment to Diversity and Inclusion
 
 
 
 
 We are an equal opportunity employer committed to diversity and inclusion. We do not discriminate based on race, color, gender, religion, national origin, ancestry, age, disability, medical condition, genetic information, military or veteran status, marital status, pregnancy, gender identity, sexual orientation, or any other protected characteristic. We provide reasonable accommodations for disabled employees and applicants as required by law. These principles apply to all aspects of employment, including recruitment, training, promotions, compensation, benefits, transfers, and social programs.
 
 
 
</div>

aramco digital

<div>
 
 
 Overview:
 
 
 
 The Customer Success Manager owns the post-sales customer relationship and ensures customers realize measurable value from the company&rsquo;s products and services. The CSM drives adoption, retention, customer satisfaction, and long-term growth by proactively managing the customer lifecycle, mitigating risks, and coordinating cross-functional teams to deliver service excellence aligned with SLAs and business objectives.
 
 
 
 
 
 
 Key Responsibilities:
 
 
 
 &bull;Serve as the primary post-sales relationship owner.
 
 
 &bull;Develop trusted advisor relationships with key stakeholders.
 
 
 &bull;Conduct regular check-ins, service reviews, and Quarterly Business Reviews (QBRs).
 
 
 &bull;Understand customer business objectives and align solutions accordingly.
 
 
 &bull;Identify risks and develop corrective action plans.
 
 
 &bull;Monitor customer health indicators and usage metrics.
 
 
 &bull;Proactively identify churn risks.
 
 
 &bull;Manage escalations with support and engineering teams.
 
 
 &bull;Ensure SLA compliance and service performance transparency.
 
 
 &bull;Coordinate with Call Center, Operations/NOC, Sales, and other internal teams.
 
 
 &bull;Advocate internally for customer needs.
 
 
 &bull;Support renewal processes.
 
 
 &bull;Track KPIs and customer health scores.
 
 
 
 
 
 
 Qualifications:
 
 
 
 
 
 
 Education:
 
 
 &bull;Bachelor&rsquo;s Degree in Business Administration, Marketing, Information Technology, Engineering, or a related field.
 
 
 &bull;Relevant professional certifications in Customer Success, Account Management, IT Service Management (e.g., ITIL), or Project Management (e.g., PMP) are an advantage
 
 
 
 
 
 Experience:
 
 
 &bull;6-10 years of experience in Customer Success, Account Management, Service Delivery, or a related customer-facing role preferable in technology, telecommunications, or digital services companies.
 
 
 &bull;Experience in managing enterprise or strategic accounts within complex, multi-stakeholder environments
 
 
 
 
 
 Skills &amp; Competencies:
 
 
 &bull;Proficiency in customer success platforms, CRM systems (e.g., Salesforce), and data analytics/reporting tools.
 
 
 &bull;Strong understanding of SLA management, service delivery frameworks, and customer lifecycle management.
 
 
 &bull;Ability to analyze customer usage data and translate insights into actionable plans.
 
 
 &bull;Excellent communication, presentation, and stakeholder management skills.
 
</div>

PaxeraHealth

<div>Job Summary: 
The Customer Success Manager (CSM) at PaxeraHealth Corp. plays a critical role in ensuring client satisfaction, product adoption, and long-term partnership success. This position is responsible for managing relationships with healthcare providers, hospitals, and imaging centers, ensuring that clients realize the full value of PaxeraHealth&rsquo;s SaaS solutions. The CSM will proactively support onboarding, usage, renewals, and expansion, all while working to ensure zero churn and high customer satisfaction. 
Key Responsibilities: 
Customer Onboarding &amp; Adoption<ul><li>
Lead the onboarding process for new clients, ensuring smooth implementation and training on PaxeraHealth&rsquo;s solutions.</li><li>
Develop success plans tailored to each client&rsquo;s needs and workflows.</li><li>
Monitor client engagement and provide proactive support to drive adoption.</li></ul>
Relationship Management<ul><li>
Build and maintain strong, long-term relationships with key client stakeholders.</li><li>
Serve as the primary point of contact for day-to-day client needs and escalations.</li><li>
Conduct regular check-ins and business reviews with strategic accounts.</li></ul>
Customer Retention &amp; Growth<ul><li>
Monitor health metrics and proactively address risks to ensure zero churn.</li><li>
Identify upsell/cross-sell opportunities and collaborate with the Sales team to drive expansion.</li><li>
Support contract renewals and maintain a high Net Promoter Score.</li></ul>
Support &amp; Issue Resolution<ul><li>
Coordinate with Technical Support, Product, and Sales teams to resolve client issues efficiently.</li><li>
Communicate updates, timelines, and solutions clearly and promptly.</li><li>
Advocate for client needs internally to drive product and process improvements.</li></ul>
Insights &amp; Reporting<ul><li>
Track customer success metrics (customer satisfaction score, net promoter score, churn, usage).</li><li>
Provide regular reports and feedback to internal stakeholders on account performance.</li><li>
Share best practices and client feedback to improve service delivery and product roadmap.</li></ul><h3 class="jobSectionHeader">
Job Requirements</h3>
Education &amp; Experience<ul><li>
Bachelor&rsquo;s degree in Business Administration, Healthcare Management, Information Technology, or a related field.</li><li>
10+ years of experience preferably within healthcare or healthcare IT environments and 3&ndash;5+ years of experience in Customer Success, Account Management, or Client Relationship Management, preferably within healthcare or SaaS environments.</li><li>
Experience working with hospitals, imaging centers, or healthcare providers is highly preferred</li><li>
Demonstrated experience managing clients across multi-regional markets (Africa, Europe, Levant, GCC, and Asia) with an understanding of cultural, operational, and regulatory differences.</li></ul>
Technical &amp; Industry Knowledge<ul><li>
Familiarity with SaaS platforms and customer lifecycle management.</li><li>
Understanding of healthcare IT systems (e.g., RIS, PACS, EMR) is a strong advantage.</li><li>
Experience using CRM tools such as Salesforce or similar platforms.</li></ul>
Other Requirements<ul><li>
Fluency in English; additional languages are a plus.</li><li>
High level of professionalism and ability to handle sensitive client information.</li><li>
Ability to work cross-functionally with Sales, Product, and Technical teams.</li></ul> 

B3UuWKtvaZ</div>

Aqarmap Egypt

<div>
 
 Key Responsibilities:-
 
 
 
 <ul>
 <li>
 Own and manage a portfolio of B2B clients (brokers, developers, agencies) from onboarding to renewal that will be managed by a team of account mangers.
 </li>
 <li>
 Lead structured onboarding and ensure fast time-to-value for new customers.
 </li>
 <li>
 Drive customer retention, contract renewals, and long-term account growth.
 </li>
 <li>
 Identify, pitch, and close upsell and cross-sell opportunities (higher packages, premium leads, data products, AI tools, co-branding solutions).
 </li>
 <li>
 Monitor customer performance and ROI in terms of Lead volume &amp; quality, CPL &amp; conversion trends, Product usage &amp; engagement.
 </li>
 <li>
 Conduct regular business reviews with clients and senior stakeholders.
 </li>
 <li>
 Act as a strategic advisor to clients, aligning Aqarmap&rsquo;s solutions with their growth objectives.
 </li>
 <li>
 Increase product adoption and ensure customers are fully utilizing available features.
 </li>
 <li>
 Proactively manage risks and prevent churn before contract end.
 </li>
 <li>
 Collect structured customer feedback and share insights with Product, Sales, Marketing, and Management.
 </li>
 <li>
 Collaborate closely with Sales on expansion and renewal opportunities.
 </li>
 <li>
 Maintain accurate CRM records, forecasts, and account plans.
 </li>
 <li>
 Represent the voice of the customer inside the organization.
 
 
 </li>
 </ul>
 
 Requirements:-
 
 
 
 <ul>
 <li>
 3&ndash;6+ years of experience in B2B Customer Success, Account Management, or Client Services.
 </li>
 <li>
 Proven track record in retention, renewals, and revenue expansion.
 </li>
 <li>
 Experience in subscription, SaaS, marketplace, media, or digital platforms.
 </li>
 <li>
 Strong commercial mindset with negotiation and closing skills.
 </li>
 <li>
 Data-driven and comfortable analyzing performance metrics and ROI.
 </li>
 <li>
 Excellent communication, presentation, and relationship-management skills.
 </li>
 <li>
 Ability to manage senior stakeholders and decision-makers.
 </li>
 <li>
 Highly organized, proactive, and solution-oriented.
 </li>
 <li>
 Comfortable working in a fast-paced, growth environment.
 </li>
 <li>
 Experience in real estate, proptech, or B2B marketplaces is a strong advantage.
 </li>
 </ul>
</div>

Cordance

<div><div>Cordance is dedicated to accelerating the growth of vertically focused business-to-business (B2B) software-as-a-service (SaaS) companies through acquisition and long-term tactical and financial guidance. We&rsquo;re experienced operators and subject-matter experts with a passion for software and building businesses. We partner with founders to help them scale their businesses and realize their companies&rsquo; full potential.

We look for businesses with strong leadership and high potential for profitable growth, and work together to increase year-over-year revenue, company efficiency, and impact. Cordance envisions that all companies we work with achieve their full potential. We embrace what makes each company great and build on those foundations. We believe in elevating a company as it scales, delivering dignity to the organization and its employees, and sharing a passion for building a legacy.</div><div><h3 class="jobSectionHeader">
Job Summary:</h3>

As a Customer Success Manager with McCreadie Group, you&rsquo;ll serve as a trusted partner to a defined portfolio of customers, focusing on expansion, price increase, and renewal initiatives. You&rsquo;ll play a vital role in driving Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) by ensuring customers continue to see measurable value, adopt best practices, and strengthen their long-term partnership with McCreadie Group.

The focus of this role is to ensure a McCreadie Group customer has exceptional experience in their interactions with our company and our products, to help them realize the value of their investment in our solution, and to be their internal champion. The Customer Success Manager will work closely with the customers to support them in their goal of building and maintaining a successful pharmacy research practice.

In addition to the externally focused responsibilities associated with customer success management and communication, the person in this role will also collaborate with a cross-functional team to make sure our products meet or exceed our customers&rsquo; expectations by providing input into the product development and testing process and assisting with help desk tasks, participating in external communications, and professional services.
<h3 class="jobSectionHeader">
Summary of essential job functions</h3>

Key Responsibilities
<ul>
<li>Manage a portfolio of small to mid-sized accounts to ensure successful adoption, engagement, and renewal.</li>
<li>Monitor customer health metrics to identify renewal risks early and take corrective action.</li>
<li>Recommend add-ons, contract expansions, or upgrades based on customer usage patterns or needs.</li>
<li>Collaborate with the sales team to provide product demonstrations and address potential client inquiries.</li>
<li>Identify any customer dissatisfaction that may impact contract renewals and recommend strategies to mitigate churn risk.</li>
<li>Develop a trusted advisor relationship with customers; build and maintain strong, long-lasting customer relationships.</li>
<li>Monitor and analyze customers&rsquo; usage of our product, report on trends to management, provide suggestions based on findings.</li>
<li>Collaborate and assist in maintaining a library of best practices based on customer interactions and subject matter expertise in collaboration with the other research products team members.</li>
<li>Travel as needed to represent the Research Product business unit for customer site visits, implementations, and sales and marketing opportunities.</li>
</ul>
Customer Support and Communications
<ul>
<li>Provide technical support for customers using established company processes and tools (Customer Support software, CRM, phone, email).</li>
<li>Maintain a high standard of responsiveness, ensuring high levels of customer satisfaction with our support experience.</li>
<li>Provide backup and cross coverage of customer support as needed which may include after normal business hours to support customer across the country and global customers.</li>
<li>Develop and maintain subject matter expertise in Research Pharmacy by participating in educational opportunities, reading professional publications, maintaining professional networks, and participating in professional organizations.</li>
<li>Collaborate with the Director of Customer Success, VP of Business Solutions and Research Pharmacy Team to consult with customers on best practices and innovative uses of software features.</li>
<li>Offer guidance and feedback on all customer and prospect communications, including the McCreadie Group website, newsletters, training, and sales and marketing materials.</li>
</ul>
Product Development and Testing
<ul>
<li>Work with the Research Pharmacy Team and the Development Team on all open issues relating to the Research Product based on feedback provided by Research Product Team members.</li>
<li>Provide recommendations to the Director of Customer Success relating to the direction of Research Products based on customer feedback and interactions.</li>
<li>Translate enhancement requests into high-level specs to design company's products as assigned.</li>
<li>Assist with testing of research product releases and new features in collaboration with the Research Products Team.</li>
</ul>
Software Implementation, Education and Training
<ul>
<li>Provide or assist with customer implementation and training for new Research Product clients as needed.</li>
<li>Assist in creating and maintaining all user documentation to ensure customers can successfully use the research products.</li>
</ul>
Other Duties
<ul>
<li>Perform other duties as needed</li>
</ul><h3 class="jobSectionHeader">Required Skills, Education and Experience</h3>
<ul><li>Subject matter expertise in research pharmacy (Investigational Drug Services) at clinical sites.
<ul><li>Minimum 3 years of relevant pharmacy research experience required and/or</li>
<li>Minimum 3 years of Vestigo use.</li>
</ul></li><li>Demonstrated ability to manage protocols, amendments, and protocol close out</li>
<li>Demonstrated ability to operate an IDS service</li>
<li>Demonstrated superior client relationship management skills</li>
<li>Familiarity with CRM/CS tools (Salesforce, HubSpot, etc.).</li>
<li>Strong collaboration skills and eagerness to learn.</li>
<li>Advanced user of Word, Excel and PowerPoint.</li>
<li>Excellent organizational skills with ability to work independently and manage projects with many moving parts</li>
<li>Ability to perform duties in an efficient, professional, and courteous manner</li>
<li>Excellent written and verbal communication skills</li>
<li>Must be eligible to work in the U.S.</li></ul> 

<h3 class="jobSectionHeader">
Desired Skills and Experience</h3>
<ul><li>Certified Pharmacy Technician (CPhT)</li>
<li>Bachelor&rsquo;s degree preferred or equivalent practical experience.</li>
<li>3&ndash;5 years of experience in Customer Success, Account Management, or Professional Services in a SaaS or tech environment.</li>
<li>Experience in B2B SaaS or tech, managing multiple customer accounts and driving retention and adoption.</li>
<li>Familiarity with Help Desk processes and software (Kayako, HubSpot etc)</li>
<li>Experience managing renewals and supporting price increase or expansion initiatives.</li>
<li>Fluent in French and other languages</li></ul></div><div> 
Please note that we do not accept unsolicited resumes, work on a Corp-to-Corp basis, or engage with non-vetted external agencies.
<h3 class="jobSectionHeader">
Why Join Us?</h3>

At Cordance, we believe in taking care of our team members. When you join us, you&rsquo;ll enjoy a comprehensive benefits package designed to support your health, financial well-being, and work-life balance:
<ul>
<li>Health and Wellness:
<ul><li>Comprehensive Health Coverage: Coverage begins on your first day of employment.</li>
</ul></li><li>Retirement Savings:
<ul><li>401K Plan (US): We match 1:1 for the first 3% of contributions and 0.5:1 for the next 2%. Contribute 5% of your salary and get a 4% match. Choose from pre-tax and Roth options. You&rsquo;re eligible the first of the month after 90 days and immediately vested.</li>
<li>RRSP (CAN): We match 1:1 for the first 3% of contributions and 0.5:1 for the next 2%. Contribute 5% of your salary and get a 4% match. Choose from pre-tax and Roth options. You&rsquo;re eligible the first of the month after 90 days and immediately vested.</li>
</ul></li><li>Paid Time Off:
<ul><li>Flexible PTO: Enjoy uncapped paid time off to balance your work and personal life.</li>
</ul></li><li>Parental Leave:
<ul><li>12 weeks paid leave for all employees.</li>
</ul></li><li>Remote Work Support:
<ul><li>Monthly Stipend: Receive $75 USD / $140 CAD per month for phone and internet if you work remotely.</li>
</ul></li><li>Holidays:
<ul><li>Generous Holiday Schedule: Benefit from an extensive list of holidays to recharge and spend time with loved ones.</li>
</ul>
</li></ul>Join us and be part of a company that values your contributions and well-being from day one!
<h5 class="jobSectionHeader">
EEOC &amp; ADA Statement:</h5>
<h5 class="jobSectionHeader">Cordance and its companies provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, creed, sex, nationality, ancestry, national origin, disability status, genetics, protected veteran status, affectional or sexual orientation, gender identity or expression, marital status, or any other characteristic protected by federal, state, or local laws.</h5>
<h5 class="jobSectionHeader">Cordance and its companies comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources.</h5>
<h5 class="jobSectionHeader">This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.</h5>
<h5 class="jobSectionHeader">Final candidate must be able to pass a background check.</h5>
<h5 class="jobSectionHeader">To view applicant notices required under federal and state law, please visit: https://cordance.co/applicant-notices/</h5></div></div>

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