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Grifols 4.2
Customer success manager job in Durham, NC
table.MiTabla { max-width: 1020px;!important Would you like to join an international team working to improve the future of healthcare? Do you want to enhance the lives of millions of people? Grifols is a global healthcare company that since 1909 has been working to improve the health and well-being of people around the world. We are leaders in plasma-derived medicines and transfusion medicine and develop, produce and market innovative medicines, solutions and services in more than 110 countries and regions. Direct responsibility for designing, managing, and maintaining customer success solutions to drive retention, reduce churn, and increase satisfaction. Possess a customer-centric mindset with a solid background in customer research and experience design. Oversee the design, implementation, and management of processes to ensure consistent donor experience across Biomat USA plasma centers. Role Purpose: Lead the Donor Care channel for Grifols as an outsourced/externally operated service, ensuring vendor performance, service quality, and regulatory compliance. Translate business vision into measurable KPIs and governance routines that drive donor satisfaction, retention, and cost‑to‑serve optimization across all touchpoints (voice, chat, email, app). Scope: Own the Donor Care operating model (policies, SLAs, dashboards, escalation paths) and orchestrate internal stakeholders (Operations, IT, Quality, Public Affairs, Marketing) to resolve systemic issues and continuously improve the donor journey. Responsibilities: Establish vendor governance and contract oversight: define SLAs, KPI targets, quality frameworks, compliance controls, and cadence (QBR/MBR) to ensure the partner meets performance commitments across channels. Develop and implement customer service standard guidelines and policies to enhance satisfaction and key metrics across all platforms Build and operate KPI dashboards: configure Salesforce Service Cloud (or equivalent) to track real‑time performance (AHT/TMO breakdown, FCR, CSAT/NPS, abandonment, backlog, QA scores) and link trends to business outcomes. Own Donor Care SOPs and playbooks: codify IVR dialogues, agent scripts, escalation matrices, and “use cases to resolve,” ensuring standard handling and auditability. Lead CX design initiatives in coordination with MKT: map donor journeys, identify pain points from “voice of donor” analytics, and prioritize improvements that reduce effort and increase transparency. Drive decision‑making agility: use data and vendor input to take timely actions (staffing changes, training interventions, knowledge base updates, process fixes). Coach the vendor team: guide supervisors and agents on empathy, compliance, and performance management; run calibration and QA sessions to standardize service. Coordinate internally: align with Operations/IT/Quality/Marketing on campaigns, incidents, releases, and policy changes affecting donors; own communication to centers. Manage budget and optimize cost‑to‑serve: balance service levels with productivity, automation, and self‑service adoption; propose ROI‑backed improvements. Ensure regulatory compliance: embed plasma‑industry requirements and data privacy/security controls in all processes and tools; maintain audit readiness. Plan for scale and change: prepare the channel for seasonal peaks and geographic expansion; lead change management for technology and process evolutions Lead and support customer care, focusing on training, performance management, and aligning team goals with business objectives to improve service quality Stay updated on industry trends and emerging technologies, preparing customer care operations for growth and scalability during peak periods or geographic expansion. Provide guidance to support improvement initiatives and to help drive change EDUCATION BS Degree in Business Administration, Marketing or Communications EXPERIENCE Minimum 8 years in customer service leadership or contact‑center management, including at least 3 years managing outsourced/vendor operations with formal SLA/KPI governance. Minimum 3 years hands‑on experience with Salesforce Service Cloud (or equivalent), including dashboard design and KPI tracking. Direct experience in designing IVR scripts, escalation models, QA calibration, and codifying SOPs/playbooks. Track record of data‑driven improvements (AHT/TMO optimization, FCR lift, CSAT/NPS gains, backlog reduction) tied to ROI. Comfortable presenting performance and improvement plans to C‑level and senior leadership. KNOWLEDGE | SKILLS | ABILITIES Business Vision Demonstrated ability to interpret contact center KPIs and translate trends into actionable business strategies that drive donor outcomes and align with Grifols' mission. Proven experience in strategic planning, optimizing cost-to-serve, and ensuring quality and compliance. Brings agility in decision-making, leveraging data, vendor input, and feedback to lead teams and deliver timely results. Customer Service Knowledge Deep expertise in service operations, including SLAs, escalation paths, QA frameworks, IVR dialogues, and workload management. Skilled in customer experience (CX) design, journey mapping, and voice-of-donor analytics. Demonstrates empathy and emotional intelligence in donor interactions, and a coaching orientation to elevate vendor and team performance. Tech Savviness Advanced proficiency in Salesforce Service Cloud (or equivalent), including case management, workflows, reporting, and dashboard configuration. Strong ability to interpret data, identify automation and self-service opportunities, and champion technological change through continuous learning. Internal & External Stakeholder Management Expertise in vendor governance and contract oversight, with strong cross-functional communication skills to align Operations, IT, Quality, Marketing, and plasma centers. Influences without direct authority, builds trusted relationships, and drives alignment across diverse teams. Brings a customer-centric mindset, excels in collaboration, and leads change with an entrepreneurial approach. Additional Core Competencies Strong background in customer research, analytics, process improvement, and performance management. Ability to develop long-term strategies for scaling operations. Excellent problem-solving, decision-making, and interpersonal skills. Proven leadership in managing, training, and mentoring customer service teams. Works independently, plans effectively, and thrives in dynamic environments. Spanish fluency preferred OCCUPATIONAL DEMANDS Work is performed in an office environment. Exposure to biological fluids with potential exposure to infectious organisms could be present when visiting plasma donation centers. Exposure to electrical office equipment. Frequently sits for 6-8 hours per day. Repetitive hand movement of both hands with the ability to make fast, simple, repeated movements of the fingers, hands, and wrists. Occasionally walks. Occasionally bends and twists neck. Light to moderate lifting and carrying objects with a maximum lift of 35lbs. Occasional international or U.S. travel required. #biomatusa #app #LI-KS1 Third Party Agency and Recruiter Notice: Agencies that present a candidate to Grifols must have an active, nonexpired, Grifols Agency Master Services Agreement with the Grifols Talent Acquisition Department. Additionally, agencies may only submit candidates to positions that they have been engaged to work on by a Grifols Recruiter. All resumes must be sent to a Grifols Recruiter under these terms or they will be considered a Grifols candidate. Grifols provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability. We will consider for employment all qualified applicants in a manner consistent with the requirements of all applicable laws. Location: NORTH AMERICA : USA : NC-RTP:USNC0001 - RTP NC-Headquarters Learn more about Grifols
$43k-81k yearly est. 1d ago

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Automotive Tool Sales/Route Manager - Full Training
Mac Tools 4.0
Customer success manager job in Apex, NC
Invest in Your Success with Mac Tools Are you ready to be your own boss and build a thriving business? Mac Tools offers a unique opportunity to own and operate a successful franchise. With a strong credit profile and the right financial foundation, you can unlock the potential to achieve financial independence and a fulfilling lifestyle. As a Mac Tools franchisee, you will enjoy the freedom and flexibility of running your own business without the overwhelming burdens of startup. Mac Tools offers a family-oriented culture; supported by Stanley Black and Decker - the largest tool company in the world - giving you the best of both worlds. Key Benefits of Mac Tools Franchise Ownership Exclusive Territory: Build a loyal customer base in your protected territory. Mac Tools currently has over 1,250 existing franchisees with opportunities available in all fifty states, including Puerto Rico and across Canada. Proven Business Model: Benefit from an award-winning system that has earned accolades including Fastest Growing Franchise, Top 100 Franchise, Franchise 500, and more. World-Class Training: Gain the skills and knowledge you need to succeed via classroom and field-based sales training at our headquarters. Ongoing Support: Receive continuous guidance and assistance, including national marketing support with motorsports branding, sales flyers, videos, etc. Strong Brand Recognition: Leverage the brand power of Mac Tools and Stanley Black and Decker - the largest and fastest growing tool company in the world. Financial Flexibility: Explore various financing options to fit your needs. Financial Requirements To qualify for a Mac Tools franchise, a strong credit profile and an initial down payment are essential. Your financial strength is a key factor in our franchise approval process, and we have lower start-up costs than many other franchise opportunities with a variety of financing options. Our Veterans Program offers vets or their spouse credits of up to $25,000 towards inventory purchases. Ready to Take the Next Step? Are you a qualified entrepreneur ready to invest in and operate a Mac Tools franchise? Complete our quick mobile application to start your journey towards financial independence. Our team can get you scheduled for one of our free Discovery Days, providing the opportunity to meet current Franchisees and experience the business first-hand. Mac Tools , a division of Stanley Black & Decker Inc. 5195 Blazer Parkway Dublin, Ohio 43017
$45k-52k yearly est. 5d ago
Customer Success Partner - 100% Commission | Raleigh, NC (CSP-1024)
Strickland Group LLC 3.7
Customer success manager job in Raleigh, NC
Job DescriptionAbout the Company The Strickland Group is a fast-growing, family-driven financial services organization built on integrity, vision, and long-term impact. Our mission is simple: serve people well and leave them better than we found them. We combine modern technology, AI-assisted systems, and real human connection to help families protect their future while creating meaningful career paths for our partners. Role Overview As a Customer Success Partner, you will work directly with individuals and families who have already requested information and support. Your role is to guide clients through a consultative process, ensure an exceptional experience, and help them make informed decisions that align with their long-term goals. No cold calling. No door knocking. You'll engage with warm inquiries using company-provided systems, training, and support. Responsibilities • Serve as a primary point of contact for assigned clients • Conduct virtual consultations via Zoom or phone • Educate clients on available solutions and next steps • Deliver a professional, relationship-based customer experience • Follow up with clients to ensure clarity and satisfaction • Utilize company CRM and systems to manage communication • Attend weekly virtual training and development sessions • Meet activity and performance benchmarks • Maintain compliance and licensing standards What We Offer • 100% commission-based compensation • Flexible remote schedule (part-time or full-time) • Warm client inquiries • Clear advancement and leadership pathways • Ongoing training and mentorship
$64k-101k yearly est. 5d ago
Customer Success Manager
Blend 4.8
Customer success manager job in Raleigh, NC
Blend is a diverse team of problem solvers who believe that the world's financial resources should be more accessible. Our cloud banking platform is used by Wells Fargo, U.S. Bank, and over 330 other financial services firms to acquire more customers, increase productivity, and deliver end-to-end digital experiences. Our software enables our customers to process an average of more than $5 billion in loans per day, making it possible for consumers to reach their financial goals faster and lead better lives. Come do work that matters. The Customer Success Manager is a key part of our Go to Market account team, working closely with customers, Account Executives, and Solutions Engineers to innovate the lending processes of independent mortgage banks and builders in the world. A Customer Success Manager's key responsibility is to understand the business value that customers are looking to achieve with Blend, provide insight into the KPIs and other metrics that drive this value, and recommend features or changes to unlock value. As an example, customers are often looking to increase conversion rates in their lending funnel (from prospect to completed loans). The CSM deeply understands these metrics and can recommend features and optimizations in the Blend platform to better achieve them for each customer. The CSM does this through regular touch points with the customer and their teams that use Blend, and through extensive engagement with their counterparts in the account team. Outside of this primary responsibility, the CSM also provides customers with information about new features, release notes, support ticket trends, and other information that helps customers understand the value they get from Blend. The CSM ultimately plays a key role in creating raving fans of Blend, explaining the value that customers get from our world class originations platform, and helping customers get the most out of the available technology. ** Please note we are only considering candidates that can work out of our North Hills office 4x a week in Raleigh, NC ** How you'll contribute: Understand the key business goals of customers using Blend the metrics that are being used to track our mutual success. Regularly share the success metrics with leadership at our customers and recommend features or changes in the technology or business processes to improve the metrics. Help customers understand new features or release changes that present opportunities for them to improve operations or customer experience. Recap other engagements with Blend (e.g., Support or ongoing deployments) to ensure customer executives have a full understand of how they are getting value from Blend and where we can mutually work together to increase this value. Build trusted relationships with our customers where we can talk directly about how to drive success quickly. Support the Blend account team to identify and open up new growth opportunities at our existing customers. Who you are: 5+ years of relevant customer-facing experience at a either a consumption based SaaS company, management consulting firm, or at an lending industry company (e.g., Mortgage company). Technical aptitude with the ability to develop a deep understanding of the Blend product, mortgage market and our customers' needs. Ability to understand KPIs, investigate root causes for issues, and develop a compelling solution for the customer. Strong ability to articulate contractual, technical, and financial value points to customers, including executive leaders. Outstanding communication and presentation skills with ability to develop trusted relationships with C-level executives. At Blend, we are committed to offering a competitive compensation package. To comply with local legislation, as well as to provide greater transparency to candidates, we share base pay ranges on all job postings regardless of desired hiring location. Final base pay offer amounts will vary depending on multiple factors, including but not limited to function, level, geographic location, job related knowledge, skills, and experience. Beyond base pay, Blends benefits and perks are described below. Compensation: Base Salary Range: $103,000 - $121,000 (This applies to full time hires. Final offer determined by multiple factors, including but not limited to function, level, geographic location, job related knowledge, skills, and experience.) Bonus (if applicable): Eligibility is contingent upon both company performance against established goals and achievement of individual performance objectives. Equity : Meaningful Restricted Stock Units in public company stock (NYSE: BLND) so you share in Blend's long-term growth and success. Benefits and Perks: 401(k) plan with employer matching Comprehensive health, dental, and vision coverage Minimum 8 weeks of paid parental, pregnancy, and medical leave Generous paid time off and flexible vacation policy Monthly wellness stipend for fitness, mental health, and well-being
$103k-121k yearly Auto-Apply 58d ago
Manager, Customer Success
Hirexhire
Customer success manager job in Raleigh, NC
ABOUT US HirexHire (pronounced hire by hire) is a Chicago-based recruiting and talent consultancy that integrates with companies short-term to provide long-term talent solutions. We take a seat in our client's everyday operations to understand their people's goals, gaps, and challenges. We then develop and implement the processes and technologies to execute a sustainable and scalable talent plan. We partner with companies expecting or experiencing high growth who need to hire at scale or fill a critical role rapidly. Our clients are not looking for quick-fix placements but are thoughtfully building a hiring strategy to scale their businesses. OUR CLIENT Location: Raleigh, NC HQ (Remote) Industry: Government Technology (SaaS) Company Size: 50+ What They Do: Our client offers an end-to-end operating system for public agencies to communicate, listen, and make informed decisions. As an all-in-one engagement and communications platform, their mission is to connect government agencies with the communities they serve and facilitate equitable participation and representative data. Contact HirexHire for more client information THE ROLE Our client is seeking an experienced and people-focused Manager of Customer Success to lead and scale a team of Customer Success Managers. This role is responsible for driving customer adoption, satisfaction, retention, and expansion across a defined customer portfolio while contributing to overall Net ARR growth. The Manager of Customer Success with own team performance, develop scalable customer success processes, and partner cross-functionally to ensure customers realize long-term value from the platform. WHAT YOU WILL DO Lead, coach, and mentor a team of Customer Success Managers to achieve individual and team KPIs. Own and monitor key performance metrics, including churn, renewals, expansion, and customer health scores. Build and refine customer success processes and customer journey frameworks. Partner closely with Sales to identify, support, and influence expansion opportunities. Collaborate with Product teams to share customer feedback and inform product direction. Leverage data and analytics to proactively identify customer risks and growth opportunities. Ensure a consistent execution of customer success best practices across the team. Initially manage a limited portfolio of named accounts while ramping into full leadership responsibilities. Foster a high-performance, customer-centric team culture focused on outcomes and accountability. WHAT YOU WILL NEED 5+ years of experience in customer success, account management, or a related role within a SaaS environment. Bachelor's degree in Business, Marketing, or a related field (or equivalent experience). 2+ years of experience managing or leading a team. Proven success driving customer retention and expansion in a B2B or B2G SaaS setting. Strong analytical skills with experience using CRM systems and customer success platforms. Excellent communication and leadership skills with the ability to influence cross-functional partners. Ability to thrive in a fast-paced, evolving environment while managing multiple priorities. Familiarity with subscription-based business models and metrics such as ARR. Experience with GovTech or public sector SaaS solutions is a plus. ABOUT US HirexHire (pronounced hire by hire) is a Chicago-based recruiting and talent consultancy that integrates with companies short-term to provide long-term talent solutions. We take a seat in our client's everyday operations to understand their people's goals, gaps, and challenges. We then develop and implement the processes and technologies to execute a sustainable and scalable talent plan. We partner with companies expecting or experiencing high growth who need to hire at scale or fill a critical role rapidly. Our clients are not looking for quick-fix placements but are thoughtfully building a hiring strategy to scale their businesses. OUR CLIENT Location: Raleigh, NC HQ (Remote) Industry: Government Technology (SaaS) Company Size: 50+ What They Do: Our client offers an end-to-end operating system for public agencies to communicate, listen, and make informed decisions. As an all-in-one engagement and communications platform, their mission is to connect government agencies with the communities they serve and facilitate equitable participation and representative data. Contact HirexHire for more client information THE ROLE Our client is seeking an experienced and people-focused Manager of Customer Success to lead and scale a team of Customer Success Managers. This role is responsible for driving customer adoption, satisfaction, retention, and expansion across a defined customer portfolio while contributing to overall Net ARR growth. The Manager of Customer Success with own team performance, develop scalable customer success processes, and partner cross-functionally to ensure customers realize long-term value from the platform. WHAT YOU WILL DO Lead, coach, and mentor a team of Customer Success Managers to achieve individual and team KPIs. Own and monitor key performance metrics, including churn, renewals, expansion, and customer health scores. Build and refine customer success processes and customer journey frameworks. Partner closely with Sales to identify, support, and influence expansion opportunities. Collaborate with Product teams to share customer feedback and inform product direction. Leverage data and analytics to proactively identify customer risks and growth opportunities. Ensure a consistent execution of customer success best practices across the team. Initially manage a limited portfolio of named accounts while ramping into full leadership responsibilities. Foster a high-performance, customer-centric team culture focused on outcomes and accountability. WHAT YOU WILL NEED 5+ years of experience in customer success, account management, or a related role within a SaaS environment. Bachelor's degree in Business, Marketing, or a related field (or equivalent experience). 2+ years of experience managing or leading a team. Proven success driving customer retention and expansion in a B2B or B2G SaaS setting. Strong analytical skills with experience using CRM systems and customer success platforms. Excellent communication and leadership skills with the ability to influence cross-functional partners. Ability to thrive in a fast-paced, evolving environment while managing multiple priorities. Familiarity with subscription-based business models and metrics such as ARR. Experience with GovTech or public sector SaaS solutions is a plus.
$64k-104k yearly est. 2d ago
SMB Customer Success Onboarding Manager
Connecteam
Customer success manager job in Raleigh, NC
Who Connecteam is: Connecteam is a TLV-based startup on a mission to revolutionize the work experience for 80% of the global workforce, the deskless employees. Our business management platform helps thousands of businesses thrive by simplifying workforce management, eliminating daily operational complexities, and empowering teams to focus on what truly matters: growing and running their business. What is the Customer Success Manager role at Connecteam? As Connecteam's SMB Onboarding Manager, you will lead customers through their first and most critical phase with our product - onboarding. You'll partner with small and growing businesses to ensure they successfully adopt and implement Connecteam's solution, driving measurable value and setting the foundation for long-term success. Your main responsibilities will include Managing the end-to-end onboarding process for SMB customers, from kick-off call to activation Delivering tailored training sessions to help clients configure and implement Connecteam based on their unique business needs Guiding customers to quick wins that showcase the platform's value and increase adoption Ensuring customers establish strong usage habits that drive retention and satisfaction Identifying at-risk clients early and creating proactive strategies to mitigate churn Becoming the customer advocate within Connecteam, collaborating with Product, Development, and Customer Success teams to ensure customer needs are heard Continuously optimizing the onboarding process to improve efficiency, scalability, and customer experience Work days are Monday to Friday, during standard business hours Which qualifications you'll need: Fluent English (spoken and written) - MUST 1+ years of experience in SaaS onboarding, implementation, or customer-facing roles - MUST Experience working with SMB clients - strong advantage Strong presentation and training skills (remote and in-person) Tech-savvy with the ability to quickly learn and explain software solutions High level of organization and ability to manage multiple onboarding projects simultaneously A team player who thrives in a dynamic, fast-paced startup environment Positive attitude, empathy, and high energy! What We Offer: At Connecteam, we are committed to fostering a collaborative and innovative work environment. You will have the opportunity to make a meaningful impact on our clients' success while working alongside a dedicated and passionate team. We offer competitive compensation, professional development opportunities, and a vibrant company culture that values creativity and growth. If you are excited about the prospect of joining a forward-thinking company and driving client success, we encourage you to apply by submitting your resume and a cover letter outlining your relevant experience and motivations. Join us in our journey to empower clients and deliver exceptional value. Apply now! Benefits: Medical coverage. Insurance plan. Paid time off for vacation, sick days. Salary range: 70K-90K We are accepting applications from employees working in the following states: Texas, New York, South Carolina, North Carolina, Colorado, Florida, Utah, and Georgia.
$64k-104k yearly est. Auto-Apply 60d+ ago
Customer Success Operations Manager
Maintainx 3.4
Customer success manager job in Raleigh, NC
MaintainX is the world's leading Asset and Work Intelligence platform for industrial and frontline environments. We are a modern IoT-enabled cloud-based tool for reliability, safety, and operations on physical equipment and facilities. MaintainX powers operational excellence for 12,000+ businesses including Duracell, Univar Solutions Inc., Titan America, McDonald's, Brenntag, Cintas, Xylem, and Shell. We recently completed a $150 million Series D funding round, bringing our total funding to $254 million and valuing the company at $2.5 billion. Join our team as a Customer Success Operations Manager, where you'll drive strategic growth and operational excellence across MaintainX's post-sales teams-Customer Success, Professional Services, and Support. You'll build the systems, processes, and insights that empower these teams to deliver exceptional customer experiences, improve retention, accelerate expansion, and ensure scalable efficiency throughout the customer lifecycle. What you'll do: * Enable the Customer Success, Professional Services, and Support teams to deliver consistent, high-quality customer experiences through optimized processes, clear performance metrics, and scalable systems * Build reporting frameworks to monitor customer health, usage, and engagement. Provide actionable insights that improve retention, reduce churn, and drive expansion opportunities. * Identify inefficiencies and design scalable workflows across post-sales teams-from onboarding to renewal-to improve cross-functional alignment and operational speed. * Partner with leadership to build renewal and services forecasting models. Support annual and quarterly planning, headcount allocation, and capacity management for post-sales functions. * Operate as the main point of contact for leadership in the Post Sales organization and the subject matter expert for post-sales tools such as Salesforce, Gainsight, Zendesk, and project management platforms. Drive system improvements and integrations that enhance team productivity and data accuracy. * Work closely with Product, Finance, Marketing, and Sales Operations to ensure the post-sales motion is aligned with company goals and provides a seamless customer journey. * Develop dashboards and insights for key post-sales KPIs-renewal rate, net revenue retention, time to value, NPS, and services utilization-and translate findings into strategic recommendations. * Partner with leaders to roll out new processes, systems, and reporting frameworks. Provide documentation, training, and support to ensure successful adoption. * Extracting insights from complex data sets and translating them into actionable recommendations and actions. * Maintain a strong data foundation by ensuring accuracy, completeness, and standardization across customer success and support systems. About you: * 5-7+ years of relevant experience in Customer Success Operations, Revenue Operations, or Post-Sales Operations within a SaaS environment. * Proven ability to build and scale post-sales processes that improve retention, expansion, and customer satisfaction. * Strong analytical skills, with experience transforming complex data into strategic insights and actionable recommendations. * Experience with CS platforms (e.g., Gainsight, ChurnZero, Totango) and CRM systems such as Salesforce. * Skilled in forecasting, planning, and capacity modeling for customer-facing teams. * Excellent communication and collaboration skills; able to work effectively with executives and cross-functional partners. * Highly proficient with Excel/Google Sheets, PowerPoint/Google Slides, and BI tools such as Looker or Tableau. * Comfortable working in a fast-paced, evolving environment where innovation and continuous improvement are core values. What's in it for you: * Competitive salary and meaningful equity opportunities. * Healthcare, dental, and vision coverage. * 401(k) / RRSP enrollment program. * Take what you need PTO. * A Work Culture where: * You'll work alongside folks across the globe that reflect the MaintainX values, Smart Humble Optimist. * We believe in meritocracy, where ideas and effort are publicly celebrated. About us: Our mission is to make the life of blue-collar workers easier worldwide by creating software that meets their needs and realities. Our product is truly life-changing for 80% of the workforce that doesn't work behind a desk and needs enterprise-grade software at their fingertips. MaintainX is committed to creating a diverse environment. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
$66k-99k yearly est. Auto-Apply 44d ago
Customer Success Manager
Relay Delivery 3.7
Customer success manager job in Raleigh, NC
Relay, a high growth Raleigh, NC- based tech startup, is looking to change the way we communicate. We're on a mission that matters, and we're hiring for a Customer Success Manager who will thrive in a dynamic, high-growth start-up environment. Frontline workers are the lifeblood of our economy, and we're building the cloud platform that makes them better, faster and safer than ever before. Our cloud solution offers a data driven approach to frontline work through real time communications, real time location information and powerful real time data and insights. Here at Relay, we've designed, built and launched an entirely new product category and we're disrupting the handheld radio industry. What is Relay? A platform that includes a simple, rugged, internet-enabled smart-device, and all the software that runs with it, for B2B clients and frontline workers across multiple industries and verticals. We've achieved proven product-market fit with a user experience that solves real-world customer pain and unlocks new capabilities. We are expanding our Customer Success team to support this growth! This is a hybrid role where you will be in the Relay HQ/office three days a week; Mondays, Wednesdays, and Fridays. These purposeful in-person days allow for maximum collaboration across our teams as we continue to rapidly grow! Job Overview: Relay is quickly growing as a product solution for enterprise customers. We have ambitious goals to rapidly develop our product, expand our customer base, and be a market leader as a software based communication solution for the active workforce. We are currently seeking a Customer Success Manager that will thrive in a scrappy start-up environment where new standards are still being set. Do you want to help mold and improve the customer experience from trial to ongoing support? Join us and you can help create the playbook while delivering results directly with customers. What you will do: Manage a portfolio of B2B customers, primarily front line workers (Hospitality, Manufacturing, Education, etc.), primarily Mid-Market accounts Lead your customers through their customer journey including their onboarding, proactive outreach including informal and structured business reviews, inbound customer needs, service renewals, and supporting the upgrade to new hardware. Communicate regularly with your customers to form strong relationships, develop a deep understanding of their needs, use cases, and pain points and implement plans to support Serve as the subject matter expert on Relay product line including device hardware, accessories, Relay App, Dash, and service/connectivity options, ensuring you're able to serve as a consultant to the customer in how they're leveraging Relay in their day to day operations Identify and drive opportunities for upsell of additional Relay products within your existing customer accounts/locations. Proactively support the needs of customers within your designated portfolio, ensuring deep understanding and actionability against customer health, key customer engagement and performance analytics & lifecycle management, while identifying and executing on essential advances or account strategies to achieve within your accounts. Partner with Sales counterparts on new location revenue opportunities, leveraging the successes of existing customers to help build momentum in new locations/accounts. Partner with Support and Billing teams on escalated customer issues ensuring productive outcomes for your customers. Proactively provide feedback on successes and challenges of your customers to internal product teams, enabling iteration on our product roadmap. Proactively provide feedback regarding internal workflows, systems or enablement assets supporting the customer journey and regular business processes, enabling iteration for improved usability and scale within the CS org. Achieve individual OKRs and contribute towards team goals established to achieve target customer outcomes Ability to travel 20%-30% of the time within North America What you will bring to this role: Bachelor's Degree 5+ years experience in Customer Success Management and/or Account Management Self driven work ethic and passion for the Relay mission Excellent organizational and communication skills - you're able to provide clear and concise guidance through emails, over the phone, online meetings, or in person Stellar detail orientation - you regularly capture valuable feedback, pertinent contact information and next steps within CRM or CS systems of record Data curious - you understand the importance of leveraging data to capture performance and customer engagement and and interpret and utilize in showcasing customer value Proven track record of successfully building and supporting relationships with all levels of seniority Mix of business and technical acumen with ability to engage and add value in discussions involving both technology and business strategy Ability to handle ambiguous or challenging situations and drive to mutually agreeable outcomes Ability to thrive and react to changing business needs within a startup environment Desired knowledge, skills and/or attributes: Knowledge and experience using and supporting enterprise software Experience with CRM and ticketing tools About us: Relay culture, benefits & perks: First and foremost our culture hinges on you being LIT up in an environment that fosters learning, impact, and teamwork (LIT) where Relayers can do the best work in their lives. We call this BWIML (pronounced bee wimmel = Best Work In My Life)! It's truly amazing what happy, engaged team members can achieve. Our ever evolving list of benefits and perks mean you'll be able to integrate work into your whole life, focus on health, perform impactful work, grow in your role, look after yourself/your family, and invest in your future. At Relay, we offer... 100% Paid Insurance Health, Dental, Vision, Long/Short Term Disability and Life Insurance benefits for you and those who depend on you Generous Paid Time Off 401(K) Savings Plan + Company Match Baby Cash Reward + Paid Parental Leave Wellness Perks, including a world-class onsite fitness center with instructor led classes + locker room as well as endless outdoor amenities whether tennis, basketball, cycling, or pickleball is your jam Free Snacks and Fun Times Latest tech, standing desks, and all the accessories and software you need to succeed in your role The Relay Hybrid Work Model At Relay, relationships are at the core of everything we do - and this translates to how we approach our customers and our work internally. Relay strives to be long-term relational partners versus transactional vendors to our customers. You will be encouraged to get in front of our customers and/or attend a trade show as a Relayer, regardless of your role. Internally, Relayers endeavor to build authentic, caring, and trusted relationships with each other. With these principles in mind, and because we believe relationships are formed more quickly and deeply in-person, we greatly value the power of collaborating together with our customers on-site at their properties, and with each other in our spectacular and amenity-rich office. Our relational approach is also at the heart of why we ask all Relayers in our hybrid model to work from the office a minimum of 3 days per week. At this time Relay is unable to provide sponsorship for employment. In order to be considered for employment, applicants must be currently legally authorized to work in the US and not require future sponsorship in order to continue working for Relay.
$64k-101k yearly est. Auto-Apply 41d ago
Customer Success Manager
Global Relay
Customer success manager job in Apex, NC
Job Description Who we are: For over 25 years, Global Relay has set the standard in enterprise information archiving with industry-leading cloud archiving, surveillance, eDiscovery, and analytics solutions. We securely capture and preserve the communications data of the world's most highly regulated firms, giving them greater visibility and control over their information and ensuring compliance with stringent regulations. Though we offer competitive compensation and benefits and all the other perks one would expect from an established company, we are not your typical technology company. Global Relay is a career-building company. A place for big ideas. New challenges. Groundbreaking innovation. It's a place where you can genuinely make an impact - and be recognized for it. We believe great businesses thrive on diversity, inclusion, and the contributions of all employees. To that end, we recruit candidates from different backgrounds and foster a work environment that encourages employees to collaborate and learn from each other, completely free of barriers. Your role: As a Customer Success Manager (CSM) at Global Relay, you will be the primary point of contact and a trusted advisor to a portfolio of customers across our SMB and Mid-Market segment. You will drive value realization, adoption, and growth by building strong relationships, understanding business objectives, and aligning our solutions to customer needs. You will manage and expand customer engagement across multiple departments, lead renewal and expansion conversations, and mitigate churn risk. You will also collaborate with internal teams to ensure satisfaction throughout the customer lifecycle. This role is ideal for individuals who are passionate about customer advocacy, enjoy working cross-functionally, and thrive in a fast-paced SaaS environment. Your responsibilities: Act as the primary point of contact for your customer portfolio, building trusted relationships across both operational and executive stakeholders Own renewal strategy and drive gross revenue retention, upsell, cross-sell, and multi-year commitments Identify and execute on expansion opportunities through data analysis, usage trends, and business objectives Serve as the primary escalation point for customer issues, coordinating with Support, Product, and Client Services to resolve challenges Build and execute account plans that balance growth and risk mitigation Understand customer objectives, align Global Relay solutions, and proactively deliver insights, benchmarking, and best practices Create customer champions and advocate for customer needs internally Conduct regular Executive Business Reviews (EBRs) with accounts, using data-driven insights to reinforce value and secure renewal commitments Participate in strategic customer programs, feedback sessions, training initiatives, and industry events Enhance customers' target operating models and optimize to improve satisfaction and usage Maintain accurate and up-to-date information in Salesforce CRM About you: 3+ years of experience in Customer Success, Account Management, or Strategic Client Services - preferably in SaaS, financial services, compliance, or a regulated industry Proven ability to manage a portfolio of mid-sized accounts with varying degrees of complexity Strategic thinker with the ability to communicate clearly and influence across all levels, including executives Comfortable analyzing customer data to uncover insights, drive adoption, and identify risks or opportunities Excellent project management, communication, and presentation skills Experience with Salesforce or a similar CRM platform Resourceful, proactive, and collaborative with a strong customer-first mindset Bachelor's degree required; Master's degree is a plus Nice to Have: Experience working with mid-market customers in a compliance-driven SaaS environment Prior involvement in creating or scaling customer success playbooks or enablement initiatives Experience with customer lifecycle programs, customer journey mapping, or voice-of-customer programs What you can expect: At Global Relay, there's no ceiling to what you can achieve. It's the land of opportunity for the energetic, the intelligent, the driven. You'll receive the mentoring, coaching, and support you need to reach your career goals. You'll be part of a culture that breeds creativity and rewards perseverance and hard work. And you'll be working alongside smart, talented individuals from diverse backgrounds, with complementary knowledge and skills. Global Relay is an equal-opportunity employer committed to diversity, equity, and inclusion. We seek to ensure reasonable adjustments, accommodations, and personal time are tailored to meet the unique needs of every individual. To learn more about our business, culture, and community involvement, visit ********************
$64k-104k yearly est. 5d ago
Customer Success Manager
John Wiley & Sons 4.6
Customer success manager job in Cary, NC
Our mission is to unlock human potential. We welcome you for who you are, the background you bring, and we embrace individuals who get excited about learning. Bring your experiences, your perspectives, and your passion; it's in our differences that we empower the way the world learns. About the Role: Our mission is to unlock human potential. We welcome you for who you are, the background you bring, and we embrace individuals who get excited about learning. Bring your experiences, your perspectives, and your passion; it's in our differences that we empower the way the world learns. About the Role: Customer Success Managers are responsible for maximizing digital implementation, usage, retention, and expansion of Wiley's digital solutions. Working closely with their DLE or Account Manager, the Customer Success Managers bring their expertise to provide a range of services to customers including developing successful course implementation solutions, training, course fulfillment/setup, monitoring course usage, and trends, and driving digital conversions and account expansions. The Customer Success Manager is responsible for reconfirming existing business with faculty and guaranteeing increased platform retention. The Customer Success Manager will be a key resource in delivering Wiley's commitment to exceptional customer advising, support, retention, and expansion of digital usage in their territory. They will work with existing and new customers to create and implement their digital solutions. They will work with their DLE or AM partner to expand their digital footprint. Job Responsibilities: Responsible for reconfirming and retaining current customers while expanding digital usage at installed base accounts. Responsible for assisting faculty in implementing and integrating Wiley's digital solutions. Consult with instructors on implementation and curriculum design. Execute individual and departmental training plans. Collaborate with DLE/Account Manager to review the status of opportunities, existing business, and expansion opportunities. Partner with DLE/AM to identify priority customers and participate in effective retention strategies to reduce digital churn and ensure a superior experience for our installed customers. Carve out separate retention strategies for priority accounts/adoptions vs. all other adoptions. Drive and support pilots across the territory with follow-up, surveys, assistance with the platform, and questions. Assist AM with converting the pilot to an adoption. Collaborate with DLE/AM partner weekly or biweekly on adoption strategies to effect expansion and digital penetration. Proactively follow up with customers to ensure a positive experience using Wiley products and promote new features and functionality specific to their user experience. Conduct re-training with key customers to ensure all large adoption customers are “power users.” Provide deep integration support on various LMS / LTI implementations. Provide regular account and adoption intelligence in SFDC after working with customers. Confirm/Update Inclusive Access (IA) readoption Opps in SFDC for enrollment, Won/Lost stage, instructors contact info on IA adoptions. Maintain Bookstore communication and relationships to obtain IA adoption details, IA processes, and work order details. Analyze and drive digital usage data via activations reports for priority adoptions after back-to-school period ends. Review Vendor reports at specific times during the season for IA courseware adoptions, confirm with bookstore or instructor if additional information is needed, review and update opp in SFDC, Set to IA in CAP. Follow up on non-responders of IA confirmations at the end of each season. Qualifications: Undergraduate degree 2-4 years of relevant work experience in a similar function Previous customer service, sales support and tech product support exposure Able to lead effective presentations to internal and external customers, in both large groups and one-on-one settings. User experience knowledge with a CRM platform, preferably Salesforce Strong written and verbal communication skills Excellent organization and time management skills Ability to learn and apply technical expertise with new and existing platforms. Strong skill set to train and implement digital solutions. Self-starter with the ability to maximize time and generate high ROI by leveraging strong listening skills to understand and execute digital solutions. Adaptable: can navigate complex sales processes with multiple decision makers About Wiley: Wiley is a trusted leader in research and learning, our pioneering solutions and services are paving the way for knowledge seekers as they work to solve the world's most important challenges. We are advocates of advancement, empowering knowledge-seekers to transform today's biggest obstacles into tomorrow's brightest opportunities. With over 200 years of experience in publishing, we continue to evolve knowledge seekers' steps into strides, illuminating their path forward to personal, educational, and professional success at every stage. Around the globe, we break down barriers for innovators, empowering them to advance discoveries in their fields, adapt their workforces, and shape minds. Wiley is an equal opportunity/affirmative action employer. We evaluate all qualified applicants and treat all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, protected veteran status, genetic information, or based on any individual's status in any group or class protected by applicable federal, state or local laws. Wiley is also committed to providing reasonable accommodation to applicants and employees with disabilities. Applicants who require accommodation to participate in the job application process may contact ******************* for assistance. We are proud that our workplace promotes continual learning and internal mobility. Our values support courageous teammates, needle movers, and learning champions all while striving to support the health and well-being of all employees. We offer meeting-free Friday afternoons allowing more time for heads down work and professional development, and through a robust body of employee programing we facilitate a wide range of opportunities to foster community, learn, and grow. We are committed to fair, transparent pay, and we strive to provide competitive compensation in addition to a comprehensive benefits package. The range below represents Wiley's good faith and reasonable estimate of the base pay for this role at the time of posting roles either in the United Kingdom, Canada or USA. It is anticipated that most qualified candidates will fall within the range, however the ultimate salary offered for this role may be higher or lower and will be set based on a variety of non-discriminatory factors, including but not limited to, geographic location, skills, and competencies. When applying, please attach your resume/CV to be considered. Salary Range: 0 USD to 0 USD#LI-KW1
$94k-130k yearly est. Auto-Apply 24d ago
Senior Customer Success Manager
Servicetrade 4.0
Customer success manager job in Durham, NC
ServiceTrade is a leading SaaS company transforming the fire protection and mechanical industries. We're seeking a motivated and skilled Senior Customer Success Manager to join our growing team. As a Senior Customer Success Manager, you will be responsible for providing best practice and strategy guidance that drives ServiceTrade platform adoption and customer value. You will engage with some of ServiceTrade's most strategic accounts, partnering with Account Management and other cross-functional teams to provide training and strategic recommendations for your book of business (15-20 logos). Your work will ensure that these accounts are happy, healthy, and ready to grow with ServiceTrade. Why ServiceTrade: We're a high-performing, agile team focused on overall adoption and utilization of ServiceTrade's best-in-class software features leading to unbelievably strong customer satisfaction, retention, and loyalty. About You: You're a forward thinking product advocate who's committed to helping customers harness the full value of ServiceTrade. You know your success, and the company's success, depends on the successful business of our customers. You're excited to take big swings that drive acceleration of ServiceTrade's leadership within the market. Key Responsibilities and Activities: * Value Delivery: * Become a product subject matter expert of ServiceTrade's core platform and its add-on products * Work with customers to maximize the realized value of subscribed products * Guide customers with best practices, training, documentation and recommendations for next steps to achieve successful outcomes * Deliver business reviews to an executive audience that clearly communicate the value and ROI returned from their ServiceTrade investment * Maintain accurate customer records and document customer interactions, progress and milestones * Address issues that prevent customers from maximizing their adoption of ServiceTrade, and maintain Risk Mitigation plans for accounts that need additional support * Team: * Drive company attainment of GRR and NRR goals by ensuring your customers receive full value from their ServiceTrade subscription * Collaborate with cross-functional partners in Sales, Services, and Support to identify and resolve gaps in the customer experience * Collaborate with Product and Engineering on customer context for technical bugs or popular feature requests Knowledge and Skills: * 7+ years supporting or implementing complex SaaS solutions * Quality-focused with an understanding of customer service, problem solving, documentation, analyzing information, and the ability to listen * Able to clearly frame a problem, collect necessary information and obtain a resolution * Displays professionalism and composure in difficult situations. * Proficiency with Google Apps (Sheets, Docs, Presentation, Gmail etc), Salesforce.com, Zoom/Google Meet preferred * Ability to travel as needed (10% or less) A few things you want to know: What does ServiceTrade do? Founded in 2012, ServiceTrade is the software platform for commercial mechanical and fire contractors. More than 1,300 contractors use ServiceTrade to increase profit and deliver more work during a persistent skilled labor shortage by improving service and project operations, helping technicians be more productive and do their best work, selling more service and inspection agreements, and growing customer loyalty. Over 10% of the commercial or industrial buildings in the United States are serviced by contractors using ServiceTrade to manage 13 million equipment assets and invoice more than $7.5 billion of service-related commerce. Ok, so why should I care about that? Our customers are smart, hard-working people who we enjoy serving. We help them grow their business to earn more revenue, employ more blue-collar workers, and become more valuable to their customers. It's why we get excited about serving a market that you might never have thought about before. What kind of working environment do you have? We've transitioned from a start-up to a scale-up -- that means we still have the spirit and energy of a start-up and are adding new people who will help us expand our business faster and run our business smarter. We have big ambitions and every employee understands our goals and what their role is in achieving them. Read about our company culture on our About Us page. What kind of benefits do you offer? * Medical with Blue Cross Blue Shield NC (2 options) * Dental and Vision with Unum * Company-paid Life insurance, STD and LTD * Voluntary benefits including Supplemental Life Insurance, HSA, FSA and Dependant Care, Critical Illness, Accident and Pet Insurance * 401(k) with up to 3% employer match and NO vesting period * Flexible PTO policy * 10 company holidays * Parental Leave * Community Impact Program (Volunteer) * Tech and Wellness Stipend #LI-Remote (if you don't live here) #LI-Hybrid (if you're local to the Raleigh-Durham area) EEO Statement: ServiceTrade provides 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, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. ServiceTrade is not registered to hire in all 50 states. You must reside in one of the states listed to be considered. (AL, AR, AZ, CA, CO, CT, DE, FL, GA, IL, IN, KY, MD, MI, MN, MO, NC, NH, NJ, NY, OH, OR, PA, SC, TN, TX, UT, VA, VT, WA) Please Be Aware of Recruiting Scams To protect yourself against the increasing number of recruiting scams, please make sure that you are communicating with ServiceTrade. We communicate through our corporate website servicetrade.com, through corporate emails utilizing our domain name ********************, and through servicetrade.greenhouse.io. Be vigilant when checking domains because imitators often make very small changes to trick the eye. Additionally, please know that ServiceTrade does not use text messaging or public messaging platforms, such as Telegram or Whatsapp, to make initial contact with candidates and ServiceTrade will never ask an employment candidate for financial information or for payment of any kind.
$64k-101k yearly est. Auto-Apply 36d ago
Customer Success Manager
Playmetrics
Customer success manager job in Morrisville, NC
Customer Success Manager, Customer Success - Full Time
$64k-104k yearly est. 58d ago
Customer Support Manager
Reboot Staff 3.7
Customer success manager job in Raleigh, NC
About Us At Reboot Staff, we specialize in empowering businesses by providing top-tier staffing solutions and operational support. With a focus on professionalism, innovation, and integrity, we are committed to helping companies thrive by connecting them with reliable administrative talent. We believe that excellence starts at the front desk - and we're looking for someone who shares that belief. Job Description We are seeking a dedicated and experienced Customer Support Manager to lead and elevate our support operations. You will oversee a team of customer service representatives, develop customer support strategies, and ensure a high standard of service delivery across all channels. This is a leadership role requiring excellent communication, analytical skills, and a passion for customer satisfaction. Responsibilities Lead, coach, and manage the customer support team Develop and implement efficient support procedures and service standards Monitor performance metrics and provide actionable insights Resolve complex customer issues and escalate when necessary Collaborate with other departments to improve customer experience Recruit, train, and onboard new support staff Maintain accurate records of customer interactions and performance reports Conduct regular team meetings and provide continuous feedback Qualifications Qualifications Proven experience as a Customer Support Manager or similar role Excellent leadership and interpersonal skills Strong problem-solving and decision-making abilities Familiarity with support software and CRM systems Ability to analyze performance data and identify areas for improvement Bachelor's degree in Business Administration, Communications, or related field preferred Outstanding verbal and written communication skills Ability to manage multiple priorities in a fast-paced environment Additional Information Benefits Competitive salary: $63,000 - $69,000 per year Health, dental, and vision insurance Paid time off and holidays Professional development and growth opportunities Supportive and collaborative work environment Retirement plan options Flexible working hours
$63k-69k yearly 60d+ ago
Client Manager - US Large Market
American Express 4.8
Customer success manager job in Raleigh, NC
At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express. The GCS U.S. Large Enterprises Client Group manages strategic corporate payment relationships with clients, including many multi-national organizations and acquires new corporate payments customers with revenue over $300M. This Manager, Large Enterprises Client Group is responsible for deepening strategic account relationships and growing the corporate payments spend in a portfolio. Job Responsibilities: + Serve as payments expert for all corporate payments solutions within portfolio to deliver on the GCS value proposition. + Engage, develop and strongly influence mobilizers across multiple levels within the client's organization to demonstrate American Express' differentiated value and achieve profitability objectives. + Maintaining detailed understanding of the customers' business, their organizational goals and objectives. + Attend earnings calls, review annual financial reports, 10-K, and other financial tools to help identify and analyze client growth opportunities. + Interface with various divisions of American Express to develop and implement customized and strategic account plans. + Achieve portfolio growth and retention targets. + Influence and innovate to overcome complex client barriers, resolve escalated issues, and manage internal stakeholders. + Lead development of proposals and pricing for client renewal and expansion, negotiate client contracts, and oversee implementation of solutions. + Identify portfolio growth opportunities and deliver on plan to achieve, collaborating with internal resources to maximize/expand supplier network and spend growth. + Proactively provide expertise on policies, benchmarking, and recommendations to optimize programs, reduce costs and drive efficiencies for clients. + Identify and develop relationships with decision-makers within client organizations to influence program management and growth. Qualifications: + Seeking a minimum of 5 years prior strategic relationship management and/or sales experience. Ideal skill set includes the following: + Must possess a sense of urgency to drive results. + Experience with managing complex and challenging clients. + Ability to foster and build new executive relationships and develop a strong web of influence within the defined client portfolio. + Demonstrate a deep resilience to drive results and win. + Entrepreneurial approach to portfolio management; able to identify opportunities and mange through sales process. + Innovative and collaborative approach to solving problems and overcome barriers impacting client value or growth. **Qualifications** Salary Range: $89,250.00 to $150,250.00 annually bonus benefits The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we'll consider your location, experience, and other job-related factors. We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally: + Competitive base salaries + Bonus incentives + 6% Company Match on retirement savings plan + Free financial coaching and financial well-being support + Comprehensive medical, dental, vision, life insurance, and disability benefits + Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need + 20 weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy + Free access to global on-site wellness centers staffed with nurses and doctors (depending on location) + Free and confidential counseling support through our Healthy Minds program + Career development and training opportunities For a full list of Team Amex benefits, visit our Colleague Benefits Site . American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions. We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually. US Job Seekers - Click to view the " Know Your Rights " poster. If the link does not work, you may access the poster by copying and pasting the following URL in a new browser window: *************************** Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions **Job:** Sales **Primary Location:** United States **Schedule** Full-time **Req ID:** 25023616
$89.3k-150.3k yearly 3d ago
Customer Engagement Manager
Dodge Construction Network
Customer success manager job in Raleigh, NC
Dodge Construction Network (Dodge) is looking for a Customer Engagement Manager. This role is a key member of our Go-To-Market organization, focused on supporting and empowering our SMB customer base-serving primarily subcontractors, general contractors, architects and engineers. In this role, you will help customers successfully engage with and realize value from their partnership with Dodge by providing proactive outreach, practical guidance, and best-practice recommendations. By leveraging data, insights, and customer conversations, you will help improve adoption within our product suite and build long-term, successful partnerships to drive retention. This is a full-time position and reports directly to the Manager, Customer Success. **_Preferred Location_** This is a remote, home-office role and candidates can be located anywhere in the continental United States. **_Travel Requirements_** Travel is less than 10% of the time and may be occasionally required for GTM or team meetings. **_Essential Functions_** + Responsible for building and maintaining strong relationships with new and existing clients to understand their needs, provide support, uncover risk and growth opportunities and ensure customer satisfaction + Execute successful customer engagement program through customer journey with intentional outbound touchpoints using customer health indicators and other support tools + Provide training and support to clients on using products or services effectively. This could include product demonstrations, training sessions and or assistance in creating and updating their profile or saved searches + Attain all KPIs designed to improve account retention, including contact rate, churn, and renewal and retention ratios + Follow SOPs for all account interactions within standard CRM systems and other tools **_Key Metrics for Success_** + **First-Year Retention Rate:** Percentage of clients retained through their first renewal date + **Renewal Rate:** Percentage of clients renewing beyond their first year + **Engagement Metrics:** Client usage rates and engagement with key platform features during the first year **_Education Requirement_** Bachelor's degree and/or combination of equivalent work experience preferred. **_Required Experience, Knowledge and Skills_** + 2+ years of experience in sales, account management, or customer support for SaaS-based software + Proficiency in Microsoft Office (Word, Excel, PowerPoint) + Ability to quickly learn and apply SaaS products + Basic knowledge of the construction industry, or the ability to learn it quickly + Strong personal integrity and accountability for outcomes + Excellent written and verbal communication skills + Strong relationship-building and customer-focused approach + Ability to coach customers on best practices and identify pain points and solutions + Empathetic mindset with a focus on supporting small business growth and customer success **_Preferred Experience, Knowledge, and Skills_** + Experience working in a SaaS environment + Experience with CRM or order management systems + Bilingual (English/Spanish) preferred **_About Dodge Construction Network_** Dodge Construction Network exists to deliver the comprehensive data and connections the construction industry needs to build thriving communities. Our legacy is deeply rooted in empowering our customers with transformative insights, igniting their journey towards unparalleled business expansion and success. We serve decision-makers who seek reliable growth and who value relationships built on trust and quality. By combining our proprietary data with cutting-edge software, we deliver to our customers the essential intelligence needed to excel within their respective landscapes. We propel the construction industry forward by transforming data into tangible guidance, driving unparalleled advancement. Dodge is the catalyst for modern construction. **_Salary Disclosure_** _Base Salary range: $50,000-$60,000 + monthly variable_ This represents the expected salary range for this job requisition. Final offers may vary from the amount listed based on factors including geography, candidate experience and expertise, and other job-related factors. Dodge Construction Network's compensation and rewards package for full time roles includes a market competitive salary, comprehensive benefits, and, for applicable roles, uncapped commissions plans or an annual discretionary performance bonus. **_For this role, we are only considering candidates who are legally authorized to work in the United States and who do not now or in the future require sponsorship for employment visa status._** **_A background check is required after a conditional job offer is made. Consideration of the background check will be tailored to the requirements of the job and consistent with all federal state and local ordinances._** **_Reasonable Accommodation_** **_Dodge Construction Network is committed to recruiting, hiring, and promoting people with disabilities. If you need an accommodation or assistance completing the online application, please email_** **_***************************_** **_._** **_Equal Employment Opportunity Statement_** **_Dodge Construction Network is an Equal Opportunity Employer. We are committed to leveraging the talent of a diverse workforce to create great opportunities for our business and our people. All employment decisions shall be based on merit, qualifications, and business needs without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, pregnancy, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law._** \#LI-Remote \#LI-SB1 \#DE-Remote \#DE-2026-23
$50k-60k yearly 1d ago
Customer Engagement Manager
Wrap It Up Raleigh
Customer success manager job in Raleigh, NC
Job Description Wrap It Up Raleigh is looking for a detail-driven, people-focused Customer Engagement Manager to join our growing team. This role is the heartbeat of client communication-from first contact to final install. You'll be responsible for managing client relationships, organizing branding projects, coordinating with our design and install teams, and ensuring an exceptional customer experience every step of the way. Compensation: $21 - $25 yearly Responsibilities: Client Management: Build and maintain strong relationships with clients. Serve as the liaison between clients and internal teams. Clearly communicate timelines, expectations, and updates. Project Coordination: Oversee the full lifecycle of wrap projects: from estimates to scheduling to final delivery. Collaborate with designers to ensure brand and client vision align. Coordinate production and installation, ensuring deadlines and quality standards are met. Internal Collaboration: Work cross-functionally with the design and install teams to ensure clarity on all job details. Anticipate and resolve conflicts or changes with agility. Participate in team meetings and improvement initiatives. Customer Experience: Ensure all clients feel heard, respected, and confident in the process. Address and resolve client issues promptly. Follow up after completion to gather feedback and foster long-term loyalty. Qualifications: What We're Looking For: Client-First Mentality: You're committed to delivering top-tier service and making every client feel like our only client. Exceptional Communication Skills: You can clearly explain timelines, processes, and creative ideas to clients and team members alike. Project Coordination Abilities: You'll manage project flow-quotes, design approvals, scheduling, and follow-ups-making sure nothing falls through the cracks. Industry Awareness: Familiarity with wraps, signage, print, or branding is a huge plus. If you've worked in creative, marketing, or visual production, even better. Problem-Solving Mindset: You anticipate challenges and handle surprises with professionalism and calm. CRM Experience: You're comfortable managing leads, updates, and follow-ups using tools like Trello, Monday.com, or a GoHighlevel-type CRM platform. Team Spirit: You collaborate well with designers, installers, and vendors to ensure every project is wrapped up-literally and figuratively-with excellence. About Company Wrap It Up Raleigh is a leading graphics and branding company, renowned for our expertise in a unique and extremely effective style of marketing. Our dynamic and vibrant team is known for maintaining a fun, loose, yet highly professional and efficient work environment. We pride ourselves on delivering exceptional service and creativity to clients, resulting in cohesive branding, ease of operation, and procurement of corporate assets and, ultimately, growth results.
$21-25 hourly 9d ago
Customer Support Manager
Policy Reporter
Customer success manager job in Morrisville, NC
Job Description Policy Reporter offers a suite of insights products and consulting services to enhance market access strategies and patient support initiatives. By tracking payer policies in near real time, we ensure that the largest pharmaceutical, medical device and diagnostics manufacturers, leading academic institutions and organized provider groups have the most up-to-date data and evidence-based guidance to help patients access the therapies they need. For more information, please visit ******************************* About the Team Customer Support is part of the wider Commercial Operations team. The team's aim is to support the growth of the organization by providing outstanding customer service and relationship building across a diverse range of clients. Position Summary As a Customer Support Manager, you will play an integral role in maintaining positive relationships with clients and resolving issues as efficiently as possible. You will work within our ticketing system and follow SOPs to ensure all Support work is completed on time and to a high standard. You will become an expert on our products and regularly meet with clients to demo our platform and respond to questions. This role would suit someone who wants to be the face of Policy Reporter and who is looking to further their career in a customer-facing role. Role & Responsibilities Field a high volume of customer inquiries by phone and email Follow Salesforce SOPs and adhere to strict deadlines to meet the team's KPIs Host regular webinar training sessions to onboard new client teams and individuals Work closely with other customer-facing teams, notably Sales and Customer Success Work closely with internal teams to resolve client queries and streamline existing processes Review Contracts/SOWs to ensure client accounts are configured correctly Identify bugs and make recommendations for product enhancement based on client feedback Identify upsell opportunities Engage in additional support-related activities as required, e.g. UAT, data hygiene projects Skills & Qualifications Essential: Previous experience in a customer-facing role Comfortable hosting large groups of experienced professionals on 1-hour webinar calls Previous experience in the software/SAAS industry Excellent organizational skills and meticulous attention to detail Ability to manage a high volume of work and adhere to strict deadlines Technical proficiency with Windows and MS Office suite Comfortable working remotely and taking initiative to find one's own answers to questions Expert English language skills (written and verbal) Resiliency and ability to accommodate change Non-essential but advantageous: Experience in the pharmaceutical, diagnostic or medical device industries Understanding of the US healthcare system Experience with Salesforce Ability to quickly learn new things a major asset What We Offer Competitive compensation package US Salary Range: $55,000.00 to $60,000.00 Canadian Salary Range: $55,000.00 to $65,000.00 Robust benefits package including extended health benefits, paid-time off, Paid Parental leave, employer-matching retirement savings, etc. and company paid Employee Assistance Program Excellent opportunities for personal and career development Collaborative and supportive company culture Policy Reporter's Core Values Excellence Value & Respect Continuous Learning Ownership & Accountability Teamwork Policy Reporter is committed to Employment Equity. Accommodations during the recruitment process are available upon request for candidates with disabilities. We use AI tools to assist with application screening and to transcribe and summarize interview responses. These tools do not make decisions; all hiring decisions are made by human reviewers.
$55k-65k yearly 4d ago
Automotive Tool Sales/Route Manager - Full Training
Mac Tools 4.0
Customer success manager job in Sanford, NC
Invest in Your Success with Mac Tools Are you ready to be your own boss and build a thriving business? Mac Tools offers a unique opportunity to own and operate a successful franchise. With a strong credit profile and the right financial foundation, you can unlock the potential to achieve financial independence and a fulfilling lifestyle. As a Mac Tools franchisee, you will enjoy the freedom and flexibility of running your own business without the overwhelming burdens of startup. Mac Tools offers a family-oriented culture; supported by Stanley Black and Decker - the largest tool company in the world - giving you the best of both worlds. Key Benefits of Mac Tools Franchise Ownership Exclusive Territory: Build a loyal customer base in your protected territory. Mac Tools currently has over 1,250 existing franchisees with opportunities available in all fifty states, including Puerto Rico and across Canada. Proven Business Model: Benefit from an award-winning system that has earned accolades including Fastest Growing Franchise, Top 100 Franchise, Franchise 500, and more. World-Class Training: Gain the skills and knowledge you need to succeed via classroom and field-based sales training at our headquarters. Ongoing Support: Receive continuous guidance and assistance, including national marketing support with motorsports branding, sales flyers, videos, etc. Strong Brand Recognition: Leverage the brand power of Mac Tools and Stanley Black and Decker - the largest and fastest growing tool company in the world. Financial Flexibility: Explore various financing options to fit your needs. Financial Requirements To qualify for a Mac Tools franchise, a strong credit profile and an initial down payment are essential. Your financial strength is a key factor in our franchise approval process, and we have lower start-up costs than many other franchise opportunities with a variety of financing options. Our Veterans Program offers vets or their spouse credits of up to $25,000 towards inventory purchases. Ready to Take the Next Step? Are you a qualified entrepreneur ready to invest in and operate a Mac Tools franchise? Complete our quick mobile application to start your journey towards financial independence. Our team can get you scheduled for one of our free Discovery Days, providing the opportunity to meet current Franchisees and experience the business first-hand. Mac Tools , a division of Stanley Black & Decker Inc. 5195 Blazer Parkway Dublin, Ohio 43017
$45k-52k yearly est. 5d ago
Enterprise Customer Success Manager
Relay Delivery 3.7
Customer success manager job in Raleigh, NC
Relay is a cloud-based technology platform that helps frontline teams improve communications, increase employee safety, and improve their productivity. Relay helps frontline teams digitally transform their operations with the modern tools which supports actionable real-time data needed to track performance and improve their operations. Software has not yet transformed the frontline world, and we're on a mission to change that. We've experienced tremendous growth in our 5 years as a B2B company, and continue to expand our Raleigh, NC based team as a result! We're hiring for an Enterprise CSM to join our Customer Success team to support our tremendous growth as we acquire new customers and move up market. Why Join Relay? Make a Tangible Impact: Our platform directly enhances the lives of frontline workers, improving their responsiveness to customers (72%) and overall efficiency (77%). We've already facilitated over 2.5 billion messages and supported countless deskless workers. Be Part of a Winning Team: We're not just growing - we're recognized as a leader in our field. Relay has been honored by Inc. 5000, Deloitte 500, and NC Tech. Thrive in a World-Class Environment: Our Raleigh campus boasts a fitness center, outdoor sports courts, a cafeteria, and modern workspaces designed to inspire collaboration and innovation. Embrace a Vibrant Culture: With 200+ team members, we've cultivated a culture of empowerment and engagement, where every employee is encouraged to do their best work. Invest in Your Future: Our comprehensive benefits package prioritizes work/life integration and supports your personal and professional development. If you're passionate about technology, driven to make a difference and align your work to a bigger mission, and excited to join a company that's shaping the future of frontline work, we encourage you to explore opportunities at Relay! Please note this role will be based in our Raleigh, NC amenity rich headquarters and you should be interested in working in person 3 days per week. Primary Responsibilities Manage the entire customer life cycle for enterprise customer accounts (within North American and Latin America) both Fortune 500 customers and new verticals Relay pursues. This includes onboarding (training, account configuration, & implementation), ongoing engagements to nurture the relationship and ensure continued strong delivery of our value proposition and revenue retention In partnership with Enterprise Sales, leverage key learnings, relationships and insights from your portfolio to identify targets for revenue growth Build valuable relationships across multiple levels in a customer's organization by ensuring we're thoroughly supporting & engaging with end users all the way through executive level leadership Communicate regularly with your customers to develop a deep understanding of their unique business needs, industry requirements, and Relay's current and future applications within those. Serve as the voice of the customer, advocating for rapid iteration internally within operations, product development, engineering, and leadership, to ensure that the wide variety of needs are being met Lead the customer communication plan and internal coordination/resolution of highly complex and/or critical customer questions/issues include fiscal year budget plans, outages, etc. Serve as the subject matter expert on Relay product and merchandising including device hardware, accessories, Relay App, Dash, Connectivity and service plans Proactively monitor the performance and engagement of your account portfolio ensuring you're driving needed actions to deliver Relay's value proposition to our customers. Understand company's competition and effectively position solutions against them to achieve revenue retention and expansion. Create custom assets as needed to assist enterprise customer accounts' unique Relay requirements Required Qualifications Bachelor's Degree (Business, Communications or a related field is preferred) 5+ years experience in Customer Success Management and/or Account Management, with at least 2 years focused on strategic or enterprise level customers Self driven work ethic and strong organizational skills Ability to handle ambiguous or challenging situations and drive to mutually agreeable outcomes Excellent analytical and communication skills - you're able to provide clear and concise guidance through emails, over the phone, online meetings, or in person Proven track record of successfully building and supporting relationships with all levels of seniority Mix of business and technical acumen with ability to engage and add value in discussions involving both technology and business strategy Ability to thrive and react to changing business needs within a startup environment Ability to travel up to 40% of the time About us: Relay culture, benefits & perks: Our culture hinges on Relayers getting LIT up in an environment that fosters learning, impact, and teamwork (LIT) where we can * CHASE* the best work in our lives. We call this BWIML (pronounced bee wimmel = Best Work In My Life)! It's truly amazing what engaged team members can achieve together. Our ever evolving list of benefits and perks mean you'll be able to integrate work into your whole life, focus on health, perform impactful work, grow and learn in your role, look after yourself/your family, and invest in your future. At Relay, we offer... 100% Paid Insurance Health, Dental, Vision, Long/Short Term Disability and Life Insurance benefits for you and those who depend on you Generous Paid Time Off 401(K) Savings Plan + Company Match Baby Cash Reward + Paid Parental Leave Wellness Perks, including a world-class onsite fitness center with instructor led classes + locker room as well as endless outdoor amenities whether tennis, basketball, cycling, or pickleball is your jam Free Snacks and Fun Times Latest tech, standing desks, and all the accessories and software you need to succeed in your role In-office requirements: At Relay, we're building something special, and we believe our relationships with each other and our customers are the foundation of our success. Our hybrid work model is designed to foster these connections, giving you the best of both worlds: the power of in-person collaboration and the flexibility you need. We ask our teams to work onsite from our amazing Raleigh headquarters Mondays, Wednesdays and Fridays. We've found that being together on these core days helps us build authentic, trusting relationships more quickly. This collaborative energy is essential for how we work-not just with each other, but also as long-term partners with our customers. New Relayers should plan to be in the office 5x week during their onboarding, and leaders are expected to be in the office to support their teams. You'll be encouraged to get out of the office and connect directly with our customers, whether it's at their properties or at a trade show, no matter what your role is. And when you're in the office, you'll be able to enjoy our fantastic, amenity-rich space and the vibrant culture that makes Relay a great place to work.
$64k-101k yearly est. Auto-Apply 55d ago
Customer Success Manager
Global Relay
Customer success manager job in Apex, NC
Who we are: For over 25 years, Global Relay has set the standard in enterprise information archiving with industry-leading cloud archiving, surveillance, eDiscovery, and analytics solutions. We securely capture and preserve the communications data of the world's most highly regulated firms, giving them greater visibility and control over their information and ensuring compliance with stringent regulations. Though we offer competitive compensation and benefits and all the other perks one would expect from an established company, we are not your typical technology company. Global Relay is a career-building company. A place for big ideas. New challenges. Groundbreaking innovation. It's a place where you can genuinely make an impact - and be recognized for it. We believe great businesses thrive on diversity, inclusion, and the contributions of all employees. To that end, we recruit candidates from different backgrounds and foster a work environment that encourages employees to collaborate and learn from each other, completely free of barriers. Your role: As a Customer Success Manager (CSM) at Global Relay, you will be the primary point of contact and a trusted advisor to a portfolio of customers across our SMB and Mid-Market segment. You will drive value realization, adoption, and growth by building strong relationships, understanding business objectives, and aligning our solutions to customer needs. You will manage and expand customer engagement across multiple departments, lead renewal and expansion conversations, and mitigate churn risk. You will also collaborate with internal teams to ensure satisfaction throughout the customer lifecycle. This role is ideal for individuals who are passionate about customer advocacy, enjoy working cross-functionally, and thrive in a fast-paced SaaS environment. Your responsibilities: Act as the primary point of contact for your customer portfolio, building trusted relationships across both operational and executive stakeholders Own renewal strategy and drive gross revenue retention, upsell, cross-sell, and multi-year commitments Identify and execute on expansion opportunities through data analysis, usage trends, and business objectives Serve as the primary escalation point for customer issues, coordinating with Support, Product, and Client Services to resolve challenges Build and execute account plans that balance growth and risk mitigation Understand customer objectives, align Global Relay solutions, and proactively deliver insights, benchmarking, and best practices Create customer champions and advocate for customer needs internally Conduct regular Executive Business Reviews (EBRs) with accounts, using data-driven insights to reinforce value and secure renewal commitments Participate in strategic customer programs, feedback sessions, training initiatives, and industry events Enhance customers' target operating models and optimize to improve satisfaction and usage Maintain accurate and up-to-date information in Salesforce CRM About you: 3+ years of experience in Customer Success, Account Management, or Strategic Client Services - preferably in SaaS, financial services, compliance, or a regulated industry Proven ability to manage a portfolio of mid-sized accounts with varying degrees of complexity Strategic thinker with the ability to communicate clearly and influence across all levels, including executives Comfortable analyzing customer data to uncover insights, drive adoption, and identify risks or opportunities Excellent project management, communication, and presentation skills Experience with Salesforce or a similar CRM platform Resourceful, proactive, and collaborative with a strong customer-first mindset Bachelor's degree required; Master's degree is a plus Nice to Have: Experience working with mid-market customers in a compliance-driven SaaS environment Prior involvement in creating or scaling customer success playbooks or enablement initiatives Experience with customer lifecycle programs, customer journey mapping, or voice-of-customer programs What you can expect: At Global Relay, there's no ceiling to what you can achieve. It's the land of opportunity for the energetic, the intelligent, the driven. You'll receive the mentoring, coaching, and support you need to reach your career goals. You'll be part of a culture that breeds creativity and rewards perseverance and hard work. And you'll be working alongside smart, talented individuals from diverse backgrounds, with complementary knowledge and skills. Global Relay is an equal-opportunity employer committed to diversity, equity, and inclusion. We seek to ensure reasonable adjustments, accommodations, and personal time are tailored to meet the unique needs of every individual. To learn more about our business, culture, and community involvement, visit ********************
$64k-104k yearly est. Auto-Apply 60d+ ago

Learn more about customer success manager jobs

How much does a customer success manager earn in Raleigh, NC?

The average customer success manager in Raleigh, NC earns between $52,000 and $129,000 annually. This compares to the national average customer success manager range of $61,000 to $142,000.

Average customer success manager salary in Raleigh, NC

$82,000

$52,00010%

$82,000Median

$129,00090%

What are the biggest employers of Customer Success Managers in Raleigh, NC?

The biggest employers of Customer Success Managers in Raleigh, NC are:

CaptivateIQ
Veeva Systems
Relay Delivery
WalkMe
Blend
Strickland & Co
Humana
Global Relay
(isc)²
Pendo

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Customer Success Manager Raleigh, NC Jobs

Customer success manager jobs in Raleigh, NC - 405 jobs

Customer Service Manager

Automotive Tool Sales/Route Manager - Full Training

Customer Success Partner - 100% Commission | Raleigh, NC (CSP-1024)