At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

About the Role

The Senior Solution Adoption CSM is a specialist post-sales role within the WEM Solution Adoption practice. This individual acts as a trusted advisor to a portfolio of accounts, driving meaningful adoption of NiCE’s Workforce Engagement Management suite, including IEX WFM, CXone WFM, Employee Engagement Manager (EEM), and Enhanced Strategic Planner (ESP), and translating license value into measurable operational outcomes for clients.

Working closely with Technical Account Managers (TAMs), Product, and internal stakeholders, the Senior Solution Adoption CSM develops and executes structured adoption programs, identifies risk, and ensures clients are maximizing the capabilities of their WEM investment across forecasting, scheduling, real-time management, adherence, and employee self-service workflows.

Key Responsibilities

Solution Adoption & Client Engagement

• Own a portfolio of WEM accounts (IEX WFM, CXone WFM, EEM, ESP) and drive structured adoption programs aligned to each client’s operational goals.
• Develop and maintain Solution Adoption Plans (SAPs) that track feature utilization, identify gaps, and define measurable success milestones.
• Lead regular cadences, including QBRs and adoption reviews, to assess progress, surface risk, and communicate value to client stakeholders.
• Serve as a subject matter expert across WFM and EEM workflows, including scheduling optimization, intraday management, adherence monitoring, and employee self-scheduling.
• Identify expansion and upsell opportunities by aligning underutilized product capabilities to client pain points.

TAM & Internal Collaboration

• Partner with the TAM community as a center-of-excellence resource, providing enablement, escalation support, and best-practice guidance on WEM account management.
• Contribute to TAM enablement programs, developing playbooks, training materials, and account frameworks that scale adoption knowledge across the team.
• Collaborate with Product, Support, and Professional Services teams to resolve adoption blockers, share client feedback, and influence roadmap priorities.
• Support onboarding and handover processes to ensure smooth account transitions and consistent adoption methodology.

Reporting & Operational Rigor

• Maintain accurate account health records and adoption metrics within agreed tools and tracking frameworks.
• Produce client-facing deliverables including adoption roadmaps, executive briefings, and strategic recommendations.
• Flag at-risk accounts early and coordinate internal response plans in alignment with the VP and wider CS leadership.
• Contribute to billing and entitlement oversight processes, ensuring account data integrity and escalation of anomalies where applicable.

What Success Looks Like

• Clients within your portfolio demonstrate measurable improvement in WEM product utilization over time.
• SAPs are current, actionable, and referenced in every client cadence.
• TAMs supported by you feel equipped and confident to manage WFM/EEM accounts with reduced escalation dependency.
• Renewals and expansions within your portfolio are supported by clear evidence of value delivered.
• You are recognized internally as a WEM subject matter expert and a collaborative team member.

Required Qualifications

Experience

• 5+ years in a Customer Success, Solution Consulting, or WFM/WEM-adjacent role within a SaaS or contact center technology environment.
• Hands-on experience with IEX WFM, CXone WFM, EEM, or ESP, or comparable enterprise WFM platforms.
• Demonstrated ability to manage a portfolio of complex enterprise accounts with multiple stakeholders.
• Track record of building and executing structured adoption or engagement programs at scale.

Skills & Competencies

• Deep understanding of contact center operations: forecasting, scheduling, real-time management, adherence, and intraday workflows.
• Strong consultative and communication skills, able to present to both operational users and senior leadership.
• Highly organized with experience managing multiple competing priorities across a large account portfolio.
• Comfortable producing professional client-facing deliverables including decks, roadmaps, and recommendations documentation.
• Collaborative mindset with the ability to influence without authority across TAM, Product, and Support communities.

Preferred

• Experience in a solution adoption, enablement, or value consulting capacity within a WEM or CCaaS vendor.
• Familiarity with NiCE CXone platform architecture and the broader WEM product ecosystem.
• Experience contributing to or leading internal enablement programs for CS or TAM teams.
• Proficiency with CRM/CS tooling and adoption tracking frameworks.

About NiCE

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.

Fin is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences.

Our AI Agent Fin is the highest-performing AI Customer Agent on the market today, enabling businesses to deliver impeccable, always-on customer support across the customer journey – from service, to sales, to ecommerce. Powered by our own AI models, Fin resolves complex customer issues end-to-end across every channel, with minimal set-up and integration. Fin can also be combined with our natively integrated Intercom help desk for one single system that is designed to meet the needs of modern day support teams.

Founded in 2011, Fin became one of the fastest growing companies and remains one of the largest private software companies in the world with nearly 30,000 global businesses using our products to transform their customer support. Driven by our core values, we push boundaries, build with speed and intensity, and relentlessly deliver incredible value to our customers.

What’s the opportunity?

As an Enterprise CSM, you’ll partner with our largest and most complex enterprise customers to help them succeed in the new era of AI-driven customer service. You’ll work with C-suite leaders and their teams to guide them through their AI Agent transformation with Fin — as both a Customer Agent and a Service Agent — from early project scoping and requirements gathering, to measurable adoption, to industry-best automation rates and business outcomes.

This role is an opportunity to shape how the world’s leading companies deploy AI to transform their customer and support operations — and to achieve strategic outcomes aligned to their business goals.

What will I be doing?

• Develop trusted advisor relationships with customers (from c-suite stakeholders to individual contributors across a focused portfolio of high-value enterprise accounts.
• Facilitate requirements gathering and process mapping for the customer’s standard operating procedures; document in clear, precise, and actionable terms.
• Act as a transformation architect influencing customer strategy at the highest levels and defining automation and AI maturity roadmaps that drive structural cost reduction, CX innovation, or both.
• Collaborate with engineers to translate customer requirements into Fin solution designs, guiding the customer on configuration best practices and prompt strategy.
• Monitor Fin usage patterns to identify risks, recommend optimizations, and uncover expansion opportunities.
• Maintain deep product knowledge of Fin’s fast-expanding capabilities; remain market aware of the fast evolving AI-agent industry.
• Lead Success Plans, QBRs/EBRs, and strategic planning sessions with executive stakeholders hold yourself and your customers accountable to clearly defined milestones and measurable outcomes.
• Quantify and communicate customer value through ROI metrics, outcome narratives, and executive briefings — building compelling business cases for continued and expanded investment.
• Partner with Sales and Renewals to protect GRR, drive growth and progress further exposure of Fin to our customers’ challenges.
• Prioritize competing demands to drive the highest-value outcomes across your customer portfolio.
• Be the Voice of the Customer internally, advocating for customers’ needs and shaping our solutions strategy.

What skills do I need?

• 10+ years of customer-facing experience in management consulting, strategy, advisory, or enterprise SaaS CSM roles.
• Experience with business process mapping, requirements analysis, and solution design at enterprise scale.
• Strong technical acumen and genuine passion for AI — comfortable engaging with technical concepts and holding meaningful conversations with engineering and product teams (coding not required).
• Ability to evaluate AI performance data — automation rate, resolution rate, CSAT deflection — and translate metrics into compelling business outcomes.
• Strong commercial instincts: understands enterprise procurement cycles and how to frame value for CFO and CX executive audiences.
• Ability to simplify and communicate complex problems clearly across audiences — from technical teams to boards.
• Experience leading large-scale enterprise transformation programmes involving AI, automation, or modern customer service platforms.
• Ability to apply a deep understanding of product roadmap to enhance customers’ automation strategies and deliver measurable outcomes.
• Proven ability to manage multi-threaded Success Plans across complex enterprise accounts, aligning multiple stakeholders and workstreams to drive coordinated outcomes.
• Self-motivated, adaptable, and intellectually curious — a leader among peers with a high level of self-efficacy.

Benefits

We are a well-treated bunch with awesome benefits! If there’s something important to you that’s not on this list, talk to us!

• Competitive salary and meaningful equity
• Comprehensive medical, dental, and vision coverage
• Regular compensation reviews - great work is rewarded!
• Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated.
• Flexible paid time off policy
• Paid Parental Leave Program
• 401k plan & match
• In-office bicycle storage
• Fun events for employees, friends, and family!

*Proof of eligibility to work in the United States is required.

The OTE range for candidates within the San Francisco Bay Area is $186,300 - $222,550. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The base pay range is subject to change and may be modified in the future. All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).

#LI-Hybrid

Policies

Fin has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week.

We have a radically open and accepting culture at Fin. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.

Fin values diversity and is committed to a policy of Equal Employment Opportunity. Fin will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

About the Role

The Senior Solution Adoption CSM is a specialist post-sales role within the WEM Solution Adoption practice. This individual acts as a trusted advisor to a portfolio of accounts, driving meaningful adoption of NiCE’s Workforce Engagement Management suite, including IEX WFM, CXone WFM, Employee Engagement Manager (EEM), and Enhanced Strategic Planner (ESP), and translating license value into measurable operational outcomes for clients.

Working closely with Technical Account Managers (TAMs), Product, and internal stakeholders, the Senior Solution Adoption CSM develops and executes structured adoption programs, identifies risk, and ensures clients are maximizing the capabilities of their WEM investment across forecasting, scheduling, real-time management, adherence, and employee self-service workflows.

Key Responsibilities

Solution Adoption & Client Engagement

• Own a portfolio of WEM accounts (IEX WFM, CXone WFM, EEM, ESP) and drive structured adoption programs aligned to each client’s operational goals.
• Develop and maintain Solution Adoption Plans (SAPs) that track feature utilization, identify gaps, and define measurable success milestones.
• Lead regular cadences, including QBRs and adoption reviews, to assess progress, surface risk, and communicate value to client stakeholders.
• Serve as a subject matter expert across WFM and EEM workflows, including scheduling optimization, intraday management, adherence monitoring, and employee self-scheduling.
• Identify expansion and upsell opportunities by aligning underutilized product capabilities to client pain points.

TAM & Internal Collaboration

• Partner with the TAM community as a center-of-excellence resource, providing enablement, escalation support, and best-practice guidance on WEM account management.
• Contribute to TAM enablement programs, developing playbooks, training materials, and account frameworks that scale adoption knowledge across the team.
• Collaborate with Product, Support, and Professional Services teams to resolve adoption blockers, share client feedback, and influence roadmap priorities.
• Support onboarding and handover processes to ensure smooth account transitions and consistent adoption methodology.

Reporting & Operational Rigor

• Maintain accurate account health records and adoption metrics within agreed tools and tracking frameworks.
• Produce client-facing deliverables including adoption roadmaps, executive briefings, and strategic recommendations.
• Flag at-risk accounts early and coordinate internal response plans in alignment with the VP and wider CS leadership.
• Contribute to billing and entitlement oversight processes, ensuring account data integrity and escalation of anomalies where applicable.

What Success Looks Like

• Clients within your portfolio demonstrate measurable improvement in WEM product utilization over time.
• SAPs are current, actionable, and referenced in every client cadence.
• TAMs supported by you feel equipped and confident to manage WFM/EEM accounts with reduced escalation dependency.
• Renewals and expansions within your portfolio are supported by clear evidence of value delivered.
• You are recognized internally as a WEM subject matter expert and a collaborative team member.

Required Qualifications

Experience

• 5+ years in a Customer Success, Solution Consulting, or WFM/WEM-adjacent role within a SaaS or contact center technology environment.
• Hands-on experience with IEX WFM, CXone WFM, EEM, or ESP, or comparable enterprise WFM platforms.
• Demonstrated ability to manage a portfolio of complex enterprise accounts with multiple stakeholders.
• Track record of building and executing structured adoption or engagement programs at scale.

Skills & Competencies

• Deep understanding of contact center operations: forecasting, scheduling, real-time management, adherence, and intraday workflows.
• Strong consultative and communication skills, able to present to both operational users and senior leadership.
• Highly organized with experience managing multiple competing priorities across a large account portfolio.
• Comfortable producing professional client-facing deliverables including decks, roadmaps, and recommendations documentation.
• Collaborative mindset with the ability to influence without authority across TAM, Product, and Support communities.

Preferred

• Experience in a solution adoption, enablement, or value consulting capacity within a WEM or CCaaS vendor.
• Familiarity with NiCE CXone platform architecture and the broader WEM product ecosystem.
• Experience contributing to or leading internal enablement programs for CS or TAM teams.
• Proficiency with CRM/CS tooling and adoption tracking frameworks.

About NiCE

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.

Fin is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences.

Our AI Agent Fin is the highest-performing AI Customer Agent on the market today, enabling businesses to deliver impeccable, always-on customer support across the customer journey – from service, to sales, to ecommerce. Powered by our own AI models, Fin resolves complex customer issues end-to-end across every channel, with minimal set-up and integration. Fin can also be combined with our natively integrated Intercom help desk for one single system that is designed to meet the needs of modern day support teams.

Founded in 2011, Fin became one of the fastest growing companies and remains one of the largest private software companies in the world with nearly 30,000 global businesses using our products to transform their customer support. Driven by our core values, we push boundaries, build with speed and intensity, and relentlessly deliver incredible value to our customers.

What’s the opportunity?

As an Enterprise CSM, you’ll partner with our largest and most complex enterprise customers to help them succeed in the new era of AI-driven customer service. You’ll work with C-suite leaders and their teams to guide them through their AI Agent transformation with Fin — as both a Customer Agent and a Service Agent — from early project scoping and requirements gathering, to measurable adoption, to industry-best automation rates and business outcomes.

This role is an opportunity to shape how the world’s leading companies deploy AI to transform their customer and support operations — and to achieve strategic outcomes aligned to their business goals.

What will I be doing?

• Develop trusted advisor relationships with customers (from c-suite stakeholders to individual contributors across a focused portfolio of high-value enterprise accounts.
• Facilitate requirements gathering and process mapping for the customer’s standard operating procedures; document in clear, precise, and actionable terms.
• Act as a transformation architect influencing customer strategy at the highest levels and defining automation and AI maturity roadmaps that drive structural cost reduction, CX innovation, or both.
• Collaborate with engineers to translate customer requirements into Fin solution designs, guiding the customer on configuration best practices and prompt strategy.
• Monitor Fin usage patterns to identify risks, recommend optimizations, and uncover expansion opportunities.
• Maintain deep product knowledge of Fin’s fast-expanding capabilities; remain market aware of the fast evolving AI-agent industry.
• Lead Success Plans, QBRs/EBRs, and strategic planning sessions with executive stakeholders hold yourself and your customers accountable to clearly defined milestones and measurable outcomes.
• Quantify and communicate customer value through ROI metrics, outcome narratives, and executive briefings — building compelling business cases for continued and expanded investment.
• Partner with Sales and Renewals to protect GRR, drive growth and progress further exposure of Fin to our customers’ challenges.
• Prioritize competing demands to drive the highest-value outcomes across your customer portfolio.
• Be the Voice of the Customer internally, advocating for customers’ needs and shaping our solutions strategy.

What skills do I need?

• 10+ years of customer-facing experience in management consulting, strategy, advisory, or enterprise SaaS CSM roles.
• Experience with business process mapping, requirements analysis, and solution design at enterprise scale.
• Strong technical acumen and genuine passion for AI — comfortable engaging with technical concepts and holding meaningful conversations with engineering and product teams (coding not required).
• Ability to evaluate AI performance data — automation rate, resolution rate, CSAT deflection — and translate metrics into compelling business outcomes.
• Strong commercial instincts: understands enterprise procurement cycles and how to frame value for CFO and CX executive audiences.
• Ability to simplify and communicate complex problems clearly across audiences — from technical teams to boards.
• Experience leading large-scale enterprise transformation programmes involving AI, automation, or modern customer service platforms.
• Ability to apply a deep understanding of product roadmap to enhance customers’ automation strategies and deliver measurable outcomes.
• Proven ability to manage multi-threaded Success Plans across complex enterprise accounts, aligning multiple stakeholders and workstreams to drive coordinated outcomes.
• Self-motivated, adaptable, and intellectually curious — a leader among peers with a high level of self-efficacy.

Benefits

We are a well-treated bunch with awesome benefits! If there’s something important to you that’s not on this list, talk to us!

• Competitive salary and meaningful equity
• Comprehensive medical, dental, and vision coverage
• Regular compensation reviews - great work is rewarded!
• Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated.
• Flexible paid time off policy
• Paid Parental Leave Program
• 401k plan & match
• In-office bicycle storage
• Fun events for employees, friends, and family!

*Proof of eligibility to work in the United States is required.

The OTE range for candidates within the San Francisco Bay Area is $186,300 - $222,550. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The base pay range is subject to change and may be modified in the future. All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).

#LI-Hybrid

Policies

Fin has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week.

We have a radically open and accepting culture at Fin. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.

Fin values diversity and is committed to a policy of Equal Employment Opportunity. Fin will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.

About Karbon Karbon is the global leader in AI-powered practice management software for accounting firms. We provide an award-winning cloud platform that helps tens of thousands of accounting professionals work...

In this exciting and challenging role as a Customer Service Senior Representative, you will be working within the fast-paced environment of the Central Nursing Team. As a first line of...

Headquarters: United States
URL: http://bask.health

Bask is the best telehealth platform on the market. Our mission is to empower entrepreneurs and businesses to launch a DTC telemedicine company quickly and easily, abstracting away the complexities of the industry into an easy-to-use platform. With hundreds of features to meet the unique needs of telehealth, we put all the tools in our customers' hands for success. We are a rapidly growing startup, and we work with care and intention to create a high-performance company with the following in mind:

• Speed Wins. Make decisions, move quickly, and know that if things go wrong, it's okay for you and the company.
• Intuition, Then Data. We're a data-driven company. We start with our instincts and then use data to validate our decisions and improve
• Miles, Not Inches. Thinking small is a self-fulfilling prophecy. Favor bold ideas over incremental changes
• Customer-Obsession. We are obsessed with helping all our customers launch multi-billion-dollar companies with ease. We accomplish this by knowing our customers incredibly well and finding ways to make their businesses better.
• Ownership & Accountability, together. We embody a culture of extreme ownership, accountability, and teamwork. We count on every team member to take responsibility for their work, embrace a proactive mindset to overcome challenges, and work together to achieve our collective success

A look into the day to day:

• Building logic based questionnaires (asynchronous visits) through the Bask software (if you have experience with building logic based workflows, you'll be great at this!)
• Helping customers launch and upsell medications from start to to finish
• Triaging bask software and order related questions and issues that come up for any of your accounts, any time of the day

We're Looking For

A self-starter who is passionate about enhancing the customer experience; you take pride in demonstrating the value of the products and services to your customers. You think outside of the box, excel at creative problem-solving, and are comfortable taking on projects that you have potentially never done before! You are a people-person - empathetic, self-aware, low ego, and extremely positive - and are comfortable working in a small collaborative team where you'll wear many hats. You are passionate and proficient in written and spoken communications.

Customer Success at Bask Health is AI-first and customer-obsessed. Work starts in an LLM to clarify intent and context, moves into research and execution, is validated with real patients and partners, and is continuously refined as we learn. AI and self-serve research are default parts of the workflow, not side experiments.

We are looking for Customer Success people who take full ownership of their accounts, treat AI as a real collaborator, and care deeply about the patient and provider experience.

What You'll Do

• Work AI-first: Use LLMs as your starting point to draft communications, structure problems, and think through customer needs. Apply your own judgment to refine the output and make it human.
• Validate with real customers and iterate: Test your approaches with real patients, providers, and partners. Use what you learn to improve how we serve them — before issues become patterns.
• Make automation legible and trustworthy: Help customers understand what Bask's platform is doing on their behalf. Communicate clearly and proactively to build trust while keeping their experience simple.

Share AI-native workflows: Document prompts, processes, and workflows that work. Share them across the Customer Success team so we raise the bar together.

In this job, you will:

• Build strong relationships with Bask's customers and own the full customer lifecycle, including onboarding, value realization, engagement strategies, expansion, and renewals
• Partner with customer stakeholders to develop custom engagement initiatives that drive user adoption and support the unique needs of their patients
• Manage all current customer data
• Analyze customer engagement metrics and use them to communicate value, trends, and opportunities with key stakeholders
• Deliver program demos, provide insightful technical answers, and recommend creative ways to get the most out of the Bask platform
• Finding comfort in working in a fast-paced startup environment
• Believing no task is too small and no task is too tall

Requirements

• 7+ years of experience in Customer Success, Client Services, or Customer Success at a SaaS organization
• Experience in e-commerce
• Experience with large- to enterprise-sized customer book of business
• Creative problem solver with a determination to succeed
• Independent and motivated, with the wisdom to seek help where needed
• An entrepreneur
• Highly articulate, ability to communicate effectively both when speaking and writing
• Highly organized, with the ability to juggle multiple projects in a fast-paced environment
• Comfortable collaborating with different teams (product, sales, marketing, etc.)

To apply: https://weworkremotely.com/remote-jobs/bask-health-senior-customer-success-manager-1

Company Description

At Intelerad, we believe the path to answers in healthcare should be clear-whether you are waiting for a diagnosis or trying to expedite one. Our medical imaging solutions streamline the flow of information, simplifying complex processes, maximizing efficiencies, and shining a light on the unknown. We empower physicians to get patients the answers they need faster and improve outcomes for everyone. With more accessible imaging, we are getting patients out of the dark.

Headquartered in Raleigh, NC and Montreal, Intelerad has nearly 800 employees located in offices across four countries. The company empowers nearly 2,000 healthcare organizations around the world with the speed, scalability, and simplicity needed to increase business performance while, most importantly, improving patient outcomes. Intelerad’s modern enterprise solutions have been acknowledged by a Best in KLAS recognition, ranking #1 for PACS Europe UK/Ireland in the 2026 Best in KLAS: Global Software (Non-US) report.

Job Description

The Technical Account Manager II is a strategic partner responsible for driving client success and value realization for Intelerad’s largest and most complex healthcare customers. This role combines deep technical expertise with business acumen to ensure clients achieve their desired outcomes at every stage of their journey, while maximizing revenue retention and growth opportunities. Success in this position requires advanced proficiency in healthcare IT systems, strong relationship management skills, and the ability to mobilize cross-functional teams to deliver technical solutions aligned with client objectives. The TAM will be the primary regional contact for the Product team, balancing customer business needs against product priorities to help guide roadmap investment and ensure the right areas of focus for the Oceania market.

Key Responsibilities

• Own strategic client relationships by serving as the primary technical contact for enterprise customers, developing deep expertise in their workflows and system utilization to drive adoption, minimize churn, and maximize satisfaction through proactive engagement and technical guidance.

• Lead end-to-end technical solution delivery by configuring complex workflows, validating software versions and features for optimal client implementation, and coordinating with Professional Services, Support, Product Management, and R&D to ensure integrated solutions meet specific client requirements.

• Manage escalations and drive systemic improvement by acting as the liaison between clients and internal technical teams on critical issues, owning and progressing defect and bug triage in partnership with R&D and Product, ensuring swift resolution while identifying root causes, improving processes, and aligning the development roadmap with client strategic objectives.

• Build client self-sufficiency and capability by assessing training needs, recommending appropriate delivery approaches, delivering advanced technical training, and producing documentation that enables client independence and maximizes value realization from Intelerad solutions.

• Capture and integrate client feedback by systematically collecting and analyzing customer insights, translating findings into actionable product enhancement recommendations for cross-functional teams, and ensuring a consistent, high-quality customer experience that supports retention and expansion goals.

• Maintain proactive oversight of all active client workstreams by tracking blockers, dependencies, and ownership across the client lifecycle, proactively identifying and closing coordination gaps rather than waiting for escalation, and ensuring consistent, aligned communication across all internal functions.

• Lead client governance and difficult conversations by facilitating working sessions, governance forums, and executive briefings with confidence, proactively resetting expectations when timelines or commitments are at risk, and holding internal teams accountable to deliver on client obligations.

• Own upgrade planning and delivery by coordinating environment readiness, scheduling, and stakeholder alignment to drive successful upgrades end-to-end for assigned accounts, including post-upgrade validation and resolution of issues in partnership with R&D and Professional Services.

Qualifications

• Bachelor’s degree in business administration, computer science, healthcare informatics, or a related field, or equivalent experience

• 5+ years of experience managing complex technical accounts or programs in the software industry, with preference for healthcare IT environments

• Demonstrated experience in professional services, customer success, or technical support functions serving enterprise clients

• Proven ability to articulate and demonstrate the value of software products and professional services to both technical and executive stakeholders

• Strong technical aptitude with working knowledge of healthcare IT systems, medical imaging workflows, and interoperability standards (DICOM, HL7, FHIR, or IHE)

• Familiarity with healthcare regulations, compliance requirements, and enterprise healthcare environments

• Exceptional relationship management skills with the ability to build credibility at both technical and executive levels

• Advanced communication and presentation skills with demonstrated effectiveness across organizational levels

• Proven track record of driving customer retention, expansion, and satisfaction in complex B2B environments

• Experience working alongside engineering and product teams on bug triage, defect management, and prioritization

• Demonstrated ability to lead cross-functional working sessions with clear outcomes, accountability, and follow-through

• Demonstrated confidence managing difficult conversations with clients and senior stakeholders, including resetting expectations and holding teams accountable to commitments

Preferred Qualifications & Special Requirements

• 2+ years of hands-on experience with Intelerad products or equivalent healthcare IT platforms

• Experience mobilizing cross-functional teams to execute planned business outcomes and strategic initiatives

• Project management certification (PMP, Agile, or equivalent)

• Experience with account management, upselling, and revenue expansion activities

• Availability for client engagement across multiple time zones and occasional travel to client sites

• Ability to manage multiple complex accounts concurrently in a fast-paced environment

• Demonstrated ability to handle sensitive healthcare data in strict compliance with applicable privacy regulations

• Experience working closely with R&D, SRE, or Professional Services teams within a software delivery environment

• Proficiency with ServiceNow, Jira, or similar issue and workflow management platforms

This job description is not a comprehensive list of tasks or requirements and Intelerad reserves the right to change it at any time.

Additional Information

All your information will be kept confidential according to EEO guidelines.

Applicants may be required to complete an online personality assessment as part of your application

#LI-HYBRID

Intelerad is committed to the principles of equal employment. We are committed to complying with all federal, state and local laws providing equal employment opportunities and all other employment laws and regulations. Applicants, employees and former employees are protected from employment discrimination based on race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age , disability and genetic information (including family medical history). Intelerad is dedicated to the fulfillment of this policy regarding all aspects of employment, including but not limited to recruiting, hiring, placement, transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment.

Intelerad is committed to ensuring equal employment opportunity for qualified individuals with disabilities. Intelerad uses the Americans with Disabilities Act (“ADA”)as a standard for global recruiting and hiring purposes. This prohibits discrimination against qualified individuals with disabilities. The ADA defines “disability” as a physical or mental impairment that substantially limits one or more of the major life activities of an individual, a record of such impairment, or being regarded as having such an impairment

Grafana Labs, the company behind the open observability cloud, is founded on the principles of open source, open standards, open ecosystems, and open culture. Grafana Cloud, our fully managed observability platform, is flexible and built for scale. With Grafana Cloud’s actually useful AI, organizations can see, understand, and act on all their disparate data to move at the speed of their ambitions. Today, more than 35 million users and 7,000+ customers – including Anthropic, Bloomberg, NVIDIA, Microsoft, and Salesforce – trust Grafana Labs to ensure reliability of their applications and systems, resolve incidents quickly, and optimize their telemetry to reduce noise and cost. We are a 100% remote company with 1,600+ team members across 40+ countries, and we’re backed by leading investors including Lightspeed Venture Partners, Sequoia Capital, GIC, Coatue, J.P. Morgan, CapitalG, and Lead Edge Capital. Learn more at grafana.com and follow us on LinkedIn and X.

We’re scaling fast and staying true to what makes us different: an open-source legacy, a global collaborative culture, and a passion for meaningful work. Our team thrives in an innovation-driven environment where transparency, autonomy, and trust fuel everything we do.

You may not meet every requirement, and that’s okay. If this role excites you, we’d love you to raise your hand for what could be a truly career-defining opportunity.

The Opportunity:

At Grafana Labs, we’re redefining what post-sales technical partnership looks like—and it starts with the Observability Architect. This is a role for deeply technical experts who are ready to step into strategic leadership with our most important customers. If you thrive at the intersection of systems thinking, architecture design, and customer impact—this is your stage.

As an Observability Architect, you will be the technical owner of long-term customer success. You’ll architect and guide the implementation of complex observability solutions across a wide range of modern infrastructure and application environments. You’ll build strategic relationships with engineers, SREs, and architects—ensuring Grafana’s technology is not just deployed, but deeply embedded into mission-critical systems.

Working hand-in-hand with our Engagement Managers, you’ll lead technical discovery, design, onboarding, and enablement—all with a focus on delivering tangible outcomes. You’ll spot patterns, solve hard problems, and guide customers through their observability maturity curve with authority and clarity.

You’ll also represent the technical voice of our customers internally—shaping product feedback and roadmap priorities by working closely with Engineering and Product Management.

This is a hands-on, high-impact role for those who want to go deep, stay technical, and directly influence customer success at scale. Join us and become part of the most respected observability team in the industry.

What You’ll Be Doing:

• Serve as the primary technical point of contact for a portfolio of Grafana customers.
• Design the observability maturity journey of customers and assist them on that path.
• Provide expert-level troubleshooting and guidance to drive adoption.
• Conduct regular technical reviews and health checks to ensure client success. Assist in RCA to understand issues that affect customer satisfaction, retention, and overall product experience.
• Advise clients on best practices and strategies for leveraging our technology to achieve their business goals
• Collaborate with clients to develop and execute technical roadmaps.
• Identify opportunities for clients to optimize their cost, expand their use of our solutions and drive adoption of new products and features.
• Develop and maintain strong, long-term relationships with key stakeholders.
• With the support of our Engagement Managers and Onboarding Solutions Architects, own customer lifecycle.
• Drive the adoption and effective use of our product suite within your customer portfolio to maximize their value from our platform and ensure a strong return on investment.
• Act as the voice of the customer within the company, advocating for their needs, priorities and feature requests.
• Conduct training sessions and workshops to educate clients on our technology.
• Develop and deliver technical documentation, guides, and tutorials.
• Work alongside account teams to participate in and/or conduct regular reviews with customers to identify areas for improvement, calculate ROI, assess their satisfaction, and discuss upcoming needs and projects.
• Prepare and present reports on client metrics, achievements, and areas of focus.

What Makes You a Great Fit:

• Located on the West Coast
• Bachelor’s degree in Computer Science, Information Technology, Math or a related field (or equivalent experience).
• Experience deploying and operating Kubernetes.
• 5+ years of experience in a technical support, technical account management, consulting, SE or Professional Services role within the technology industry.
• Strong understanding of observability solutions. Grafana, Prometheus, and Loki a plus.
• Proven ability to manage multiple clients and projects simultaneously.
• Excellent problem-solving and analytical skills.
• Outstanding communication and interpersonal skills.
• Experience with relevant tools and technologies, e.g., CRM software, ticketing systems, specific programming languages.
• Ability to travel as needed to meet with clients (up to 25%).
• Identify and provide timely workarounds and solutions to meet a customer’s business needs.
• You have some observability expertise, preferably architect level
• First class written and oral communication skills to collaborate with our remote-first internal teams and with our worldwide customers.  Ability to articulate our value proposition and the technical advantages of our products
• You will love solving technical challenges and thrive on bringing creative solutions to our customers

Bonus Points For:

• 5+ years of technical sales, TAM or other post sales technical experience, ideally with open source technologies, or in the observability space.
• Great at connecting product usage to value (ROI).
• Great at managing customer lifecycle.
• You will be creative in solving customer adoption challenges.
• You can proactively assist customers with technical issues that may arise and assist in the troubleshooting and root cause analysis.
• You should have a technical mindset and a desire to grow technically. Great candidates may be a recent grad of a coding bootcamp or have previous post-sales or engineering experience–we are excited to see what unique experiences and skill sets you bring to the table!

In the US, the OTE compensation range for this role is $204,000 - $260,000.  Actual compensation may vary based on level, experience, and skillset as assessed throughout the interview process. All of our roles include Restricted Stock Units (RSUs), giving every team member ownership in Grafana Labs’ success. We believe in shared outcomes—RSUs help us stay aligned and invested as we scale globally.

*Compensation ranges are country specific. If you are applying for this role from a different location than listed above, your recruiter will discuss your specific market’s defined pay range & benefits at the beginning of the process.

Why You’ll Thrive at Grafana Labs:

• 100% Remote, Global Culture - As a remote-only company, we bring together talent from around the world, united by a culture of collaboration and shared purpose.
• Scaling Organization – Tackle meaningful work in a high-growth, ever-evolving environment.
• Transparent Communication – Expect open decision-making and regular company-wide updates.
• Innovation-Driven – Autonomy and support to ship great work and try new things.
• Open Source Roots – Built on community-driven values that shape how we work.
• Empowered Teams – High trust, low ego culture that values outcomes over optics.
• Career Growth Pathways – Defined opportunities to grow and develop your career.
• Approachable Leadership – Transparent execs who are involved, visible, and human.
• Passionate People – Join a team of smart, supportive folks who care deeply about what they do.
• In-Person onboarding- We want you to thrive from day 1 with your fellow new ‘Grafanistas’ to learn all about what we do and how we do it.
• Balance is Key - We operate a global annual leave policy of 30 days per annum. 3 days of your annual leave entitlement are reserved for Grafana Shutdown Days to allow the team to really disconnect. *We will comply with local legislation where applicable.

Equal Opportunity Employer: We will recruit, train, compensate and promote regardless of race, religion, color, national origin, gender, disability, age, veteran status, and all the other fascinating characteristics that make us different and unique. We believe that equality and diversity builds a strong organization and we’re working hard to make sure that’s the foundation of our organization as we grow.

Grafana Labs may utilize AI tools in its recruitment process to assist in matching information provided in CVs to job postings. The recruitment team will continue to review inbound CVs manually to identify alignment with current openings.

#LI-Remote

For information about how your personal data is used once you’ve applied to a job, check out our privacy policy.

What if you could personally impact the future of healthcare? As part of the PocketHealth team, you will enable hospitals and clinics across North America — and more importantly, empower over 2 million patients — to discover a better healthcare experience.

PocketHealth is a patient-centric platform that enables hospitals and clinics across North America to share imaging records digitally with patients, instantly and securely. Through our platform, we enable patients to be active and engaged participants in their own care, and take control of their care journey. In addition to image sharing, which is the heart of the PocketHealth platform, we’ve grown our core functionality to enable sharing between hospitals and physicians, as well as instant image retrieval and automated importing capability. PocketHealth is a unified image management solution for over 800 hospitals and clinics across North America. We believe that by placing patients at the center of the record release process, data moves more ethically, easily and securely throughout the care journey, and we’re looking for passionate individuals to help make this vision a reality for millions more patients across North America.

About the role

PocketHealth is looking for a Senior Technical Support Specialist to support production healthcare systems used by providers and patients. This is not traditional IT helpdesk work — this role focuses on troubleshooting complex software systems backed by databases in a high-volume, business-critical environment.

You will work at the intersection of support, engineering, and customers, investigating system behavior, analyzing data, and resolving escalations that impact clinical workflows. The team operates like application and systems support analysts, ensuring reliability of PACS/DICOM workflows and related healthcare applications. You will become a trusted technical resource across the business, contributing to system stability, root cause analysis, and process improvement.

This team protects the reliability of healthcare workflows. The issues you resolve directly impact providers accessing medical imaging and patients accessing their records. Your work ensures the platform operates reliably at scale.

This job posting is for an existing vacancy. The salary range for this position is $72,000 – $80,000 annually, depending on the experience and expertise you bring to the team. Salary is just one part of the story, though; this role is also eligible for equity in the form of stock options and includes a comprehensive health and benefits package. We view our compensation as a total investment in your well-being, designed to support you both in your work and in your life outside of it.

What you’ll be doing:

• Investigate and resolve escalated production issues impacting providers and patients.
• Troubleshoot software systems backed by databases, using SQL queries to validate data, system behavior, and root causes.
• Diagnose issues at the system level - including configuration, integrations, and workflow behaviour - not just restarting services, but understanding why something is failing.
• Identify and replicate bugs, and escalate internally with clear documentation.
• Support PACS, DICOM, and healthcare application workflows in a live production environment, and maintain SLAs for high-impact cases.
• Document repeatable troubleshooting processes, system behaviours, and workarounds; contribute to process and tooling improvements.
• Contribute to technical implementation projects, supporting PACS/RIS/EMR integrations and DICOM/HL7 configuration as needed.
• Work cross-functionally with Engineering, Product, Account Management, and Technical Services to resolve complex issues.

These will help you be successful:

• 3+ years of experience supporting production software systems backed by databases (SQL Server, Oracle, MySQL, etc.).
• Comfortable writing queries to investigate data issues and validate system behaviour.
• Experience troubleshooting complex applications (not just device or hardware support).
• Experience supporting business-critical platforms such as PACS, ERP, EMR, financial, education, or industrial systems.
• Ability to diagnose issues at the system level, including configuration, integrations, and workflow behaviour.
• Strong communication skills - able to work directly with technical and non-technical stakeholders.

Nice to have, but aren’t deal breakers:

• PACS / RIS / EMR system experience and knowledge of DICOM or HL7 standards.
• Experience working in healthcare environments; familiarity with HIPAA, PHIPA, or SOC2.
• Exposure to Windows server environments and systems or network administration.
• Experience documenting processes and creating user or internal guides.
• Experience working with performance metrics and SLAs.

You can do amazing things at PocketHealth. You can positively impact the healthcare journey for millions of people, while building your career and developing your skills. It doesn’t have to be one or the other. It has been a part of our mission since our founding to empower patients & make healthcare accessible to all, and we know this can only be achieved with a team of diverse perspectives that is representative of the Patient & Provider communities we serve.

People love working here for these reasons and more: working remotely, our competitive salaries and benefits (including stock options for every employee!), four weeks of paid time off, unlimited paid wellness days, extended mental health coverage, and 16 weeks of parental leave top-up.

We’re proud to foster a culture that embraces diversity, equity, and inclusion, and we believe in caring for our employees with the same thoughtfulness we offer our Patients & Providers.

If there are ways we can support you through the recruitment process with an accommodation, please let us know by reaching out to [email protected]. Applications are accepted via posting only.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of our leading edge technology and focusing on the uniqueness...

Join Axon and be a Force for Good. At Axon, we’re on a mission to Protect Life. We’re explorers, pursuing society’s most critical safety and justice issues with our ecosystem...

⭐ About the team: Welcome to the DataDome Customer Experience Department! Our mission is to provide a white-glove onboarding experience on Day 1 and ensure customers are properly enabled to operate the product alongside us Day 2 and beyond. Thanks to a fantastic international team, we are extremely proud to deliver a state-of-the-art solution for our clients and contribute to DataDome’s worldwide success!

Your scope:  As the Senior Technical Account Manager …

👉 You will help our customers get the most out of our solution, respond to their requests with precision and clarity, and resolve issues that may impact the product’s reliability and speed. You will be an expert in DataDome solutions and understand in-depth: how the product works, its implementation, lifecycle, the bot detection process, and the dashboards’ functionalities

• Leading customer conversations as a technical expert and leveraging your expertise and knowledge of our solution to guide them through the onboarding and implementation phases. And, more importantly, proactively educating them on the daily usage of our solution.
• Manage customer projects to ensure the successful delivery of integrations, optimizations, and technical initiatives.
• Lead regular technical committees with clients to track progress on action items, identify potential risks, and ensure ongoing alignment with both internal (AM/ Engineering Dept) and external stakeholders.
• Respond to technical questions and resolve issues, keeping both the customer and internal teams informed on investigations, findings, and outcomes.
• You are able to prioritize, structure, and communicate effectively to drive multiple projects forward simultaneously, while maintaining a high level of customer satisfaction.
• Proactively monitoring customer health from a technical perspective
• This role may be required to participate in a scheduled on-call rotation on occassional weekends to support customer escalations, critical incidents, and business continuity needs.

👤 It would be great if…

• At least 5 years of previous experience in B2B/SaaS solutions or CyberSecurity products
• You know how to prioritize, structure, and communicate effectively to drive multiple projects forward simultaneously, while maintaining a high level of customer satisfaction
• You have proven working experience with Apache, AWS, CDNs (e.g. Akamai, CloudFlare, Fastly) lambda@edge, Nginx and WAFs
• HTTP protocol is no mystery to you
• Bonus: Working with the Threat Research team, you can deep dive into data, and you are familiar with Kibana/Elasticsearch
• In-depth technical and functional understanding of website hosting and architecture, mobile application, and how the internet works (architecture, components, flows, OSI Layers)
• You are a fast learner, curious, and autonomous
• You are a team player and like to interact with other teams in the company
• You are a customer-driven person who is excited to work and solve technical challenges in an ambitious environment
• Familiarity with agentic or AI-assisted configuration tools and workflows

What’s in it for you?

• Fully remote position (US-based) with the flexibility to work from anywhere in+ $500 stipend to help you set up your ideal home workspace.
• Health Benefits: We offer medical, dental, & vision insurance options to keep you feeling your best.
• A $100 annual allowance is provided for a leisure activity of your choice in Sports.
• Professional Development: #Weaimhigh is part of our DNA, therefore we have invested in an internal Learning and Development platform and offer the opportunity to request additional training and support via your manager.
• Events & Team building: #We care and we have fun! We organize ****Annual Company-Offsite, Events, Drinks, Winter Party, Lunch & Learns and much more are part of our Culture
• Parent Care: Gifts & care packages to celebrate growing families.
• PTO: 20 paid time off days, 5 sick days and 2 floating holidays ****+ 12 national holidays.
• 401 K eligibility + matching.

What are the next steps?

• Talent Acquisition Specialist will contact you for a first chat
• You will then meet with our Customer Value Engineering Manager for AMER
• You will then have a technical assessment and peer interview
• The final step will be a one-on-one meeting with Benjamin, our CEO
• Welcome to DataDome!

DataDome stops cyberfraud and bots in real time, outpacing AI-driven fraud from simple to sophisticated across your sites, apps, and APIs. Named a Leader in the Forrester Wave for Bot Management, the DataDome platform is built on a multi-layered AI engine that focuses on intent, not just identity. Because it’s not about knowing who’s real, it’s about what they intend to do. With thousands of AI models that adapt to every fraudulent click, signup, and login, DataDome blocks fraud in less than 2 milliseconds, without compromising performance. DataDome is fully automated and integrates seamlessly into any tech stack. Backed by a 24⁄7 SOC team of advanced threat researchers, DataDome stops over 350 billion attacks annually. Experience protection that outperforms with DataDome.

DataDome is an equal-opportunity employer, and proud to be committed to diversity and inclusion. We will consider all qualified applicants without regard to race, color, nationality, gender, gender identity or expression, sexual orientation, religion, disability or age.

MongoDB’s mission is to empower innovators to create, transform, and disrupt industries by unleashing the power of software and data. We enable organizations of all sizes to easily build, scale, and run modern applications by helping them modernize legacy workloads, embrace innovation, and unleash AI. Our industry-leading developer data platform, MongoDB Atlas, is the only globally distributed, multi-cloud database and is available in more than 115 regions across AWS, Google Cloud, and Microsoft Azure. Atlas allows customers to build and run applications anywhere, on premises, or across cloud providers. With offices worldwide and over 175,000 new developers signing up to use MongoDB every month, leading organizations like Samsung and Toyota, and AI innovators such as Delivery Hero and LG U+, trust MongoDB to build next-generation, AI-powered applications.

Our Customer Success team is the linchpin of the post-sales customer relationship. By combining deep business and technical savvy, Customer Success keeps MongoDB at the center of our customers’ technology strategy, and ensures every customer can realize the full potential of their investment.

We are looking to speak to candidates who are based in Boston for our hybrid working model.

The Role

As a Senior Customer Success Manager, you are a highly experienced advisor helping customers navigate their most complex journeys on MongoDB. You’ll be responsible for maximizing customer lifetime value and success for a portfolio of Enterprise (G2000) accounts, acting as a lead strategic connector between your customers and cross-functional resources to achieve high-stakes business goals. You’ll drive customer retention, revenue realization, and long-term advocacy while mentoring team members to elevate the organization’s collective impact. You’ll build deep relationships with senior stakeholders, understand intricate technical environments inside and out, and navigate global account teams to deliver measurable impact in high-pressure scenarios.

Key Responsibilities

Customer Advisory

• Proactively identify and mitigate risks in accounts with significant technical complexity by advising on advanced operational strategies and best practices. Deliver cross-disciplinary solutions to critical customer challenges, accelerating time-to-value and guiding to achieve their business goals through their MongoDB deployments
• Conduct comprehensive customer business reviews for Enterprise accounts, analyzing technical health and risk while translating insights into business-critical outcomes. Partner with senior technical and business leaders to align on objectives and champion mutual success plans that foster long-term advocacy

Account & Portfolio Management

• Drive cross-functional development of account strategy and take ownership of elements that drive customer maturity, lifetime value, retention, and revenue realization. Proactively manage a diverse portfolio of Enterprise customers across various stages of the journey, creating and executing strategies to maximize value realization, advocacy, and long-term success
• Track and report progress against key business outcomes, demonstrate control of the forecast by providing informed predictions to senior leadership for business predictability, and identify new opportunities to expand customer impact by collaborating with presales team
• Maintain meticulous hygiene in internal systems to ensure a single source of truth for customer insights and accurate territory analysis. Leverage AI fluency to enhance customer engagement processes, driving efficiency and productivity in delivering technical solutions

Internal Collaboration & Customer Advocacy

• Amplify the voice of the customer within MongoDB, leveraging technical insights and customer perspectives to influence MongoDB’s product roadmap and coordinate across Sales, Product, Services, and Support to drive long-term health and value realization
• Connect customers with the right internal resources, including Executive Sponsor engagement, while contributing to regional and global best practices to strengthen team success and act as a force multiplier for the organization
• Support team growth by participating in the interview and ramping process for new hires, coaching peers to foster development and knowledge-sharing across the region

What You Will Bring

• Relevant Experience: 7 to 10+ years in a technical customer-facing role (e.g., Technical Customer Success, Solutions Architecture/Engineering, Professional Services/Implementation, Technical Account Management) for a deeply technical, ideally consumption-based, product
• Accountability: 4+ years experience being accountable for customer health and revenue realization for Enterprise customers
• Communication: Excellent verbal and written skills with the ability to influence technical and business outcomes and solve complex problems across varying audience types from Developers to C-suite
• Education: Bachelor’s degree in Computer Science, STEM, or equivalent technical work experience

About MongoDB

MongoDB is built for change, empowering our customers and our people to innovate at the speed of the market. We have redefined the database for the AI era, enabling innovators to create, transform, and disrupt industries with software. MongoDB’s unified database platform, the most widely available, globally distributed database on the market, helps organizations modernize legacy workloads, embrace innovation, and unleash AI. Our cloud-native platform, MongoDB Atlas, is the only globally distributed, multi-cloud database and is available across AWS, Google Cloud, and Microsoft Azure.

With offices worldwide and over 60,000 customers, including 75% of the Fortune 100 and AI-native startups, relying on MongoDB for their most important applications, we’re powering the next era of software.

Our compass at MongoDB is our Leadership Commitment, guiding how and why we make decisions, show up for each other, and win. It’s what makes us MongoDB.

To drive the personal growth and business impact of our employees, we’re committed to developing a supportive and enriching culture for everyone. From employee affinity groups, to fertility assistance and a generous parental leave policy, we value our employees’ wellbeing and want to support them along every step of their professional and personal journeys. Learn more about what it’s like to work at MongoDB, and help us make an impact on the world!

MongoDB is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter.

MongoDB, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type and makes all hiring decisions 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.

Req. ID: 426274

MongoDB’s base salary range for this role is posted below. Compensation at the time of offer is unique to each candidate and based on a variety of factors such as skill set, experience, qualifications, and work location. Salary is one part of MongoDB’s total compensation and benefits package. Other benefits for eligible employees may include: equity, participation in the employee stock purchase program, flexible paid time off, 20 weeks fully-paid gender-neutral parental leave, fertility and adoption assistance, 401(k) plan, mental health counseling, access to transgender-inclusive health insurance coverage, and health benefits offerings. Please note, the base salary range listed below and the benefits in this paragraph are only applicable to U.S.-based candidates.

MongoDB’s base salary range for this role in the U.S. is:

$87,000—$172,000 USD

MongoDB’s mission is to empower innovators to create, transform, and disrupt industries by unleashing the power of software and data. We enable organizations of all sizes to easily build, scale, and run modern applications by helping them modernize legacy workloads, embrace innovation, and unleash AI. Our industry-leading developer data platform, MongoDB Atlas, is the only globally distributed, multi-cloud database and is available in more than 115 regions across AWS, Google Cloud, and Microsoft Azure. Atlas allows customers to build and run applications anywhere, on premises, or across cloud providers. With offices worldwide and over 175,000 new developers signing up to use MongoDB every month, leading organizations like Samsung and Toyota, and AI innovators such as Delivery Hero and LG U+, trust MongoDB to build next-generation, AI-powered applications.

Our Customer Success team is the linchpin of the post-sales customer relationship. By combining deep business and technical savvy, Customer Success keeps MongoDB at the center of our customers’ technology strategy, and ensures every customer can realize the full potential of their investment.

We are looking to speak to candidates who are based in Boston for our hybrid working model.

The Role

As a Senior Customer Success Manager, you are a highly experienced advisor helping customers navigate their most complex journeys on MongoDB. You’ll be responsible for maximizing customer lifetime value and success for a portfolio of Enterprise (G2000) accounts, acting as a lead strategic connector between your customers and cross-functional resources to achieve high-stakes business goals. You’ll drive customer retention, revenue realization, and long-term advocacy while mentoring team members to elevate the organization’s collective impact. You’ll build deep relationships with senior stakeholders, understand intricate technical environments inside and out, and navigate global account teams to deliver measurable impact in high-pressure scenarios.

Key Responsibilities

Customer Advisory

• Proactively identify and mitigate risks in accounts with significant technical complexity by advising on advanced operational strategies and best practices. Deliver cross-disciplinary solutions to critical customer challenges, accelerating time-to-value and guiding to achieve their business goals through their MongoDB deployments
• Conduct comprehensive customer business reviews for Enterprise accounts, analyzing technical health and risk while translating insights into business-critical outcomes. Partner with senior technical and business leaders to align on objectives and champion mutual success plans that foster long-term advocacy

Account & Portfolio Management

• Drive cross-functional development of account strategy and take ownership of elements that drive customer maturity, lifetime value, retention, and revenue realization. Proactively manage a diverse portfolio of Enterprise customers across various stages of the journey, creating and executing strategies to maximize value realization, advocacy, and long-term success
• Track and report progress against key business outcomes, demonstrate control of the forecast by providing informed predictions to senior leadership for business predictability, and identify new opportunities to expand customer impact by collaborating with presales team
• Maintain meticulous hygiene in internal systems to ensure a single source of truth for customer insights and accurate territory analysis. Leverage AI fluency to enhance customer engagement processes, driving efficiency and productivity in delivering technical solutions

Internal Collaboration & Customer Advocacy

• Amplify the voice of the customer within MongoDB, leveraging technical insights and customer perspectives to influence MongoDB’s product roadmap and coordinate across Sales, Product, Services, and Support to drive long-term health and value realization
• Connect customers with the right internal resources, including Executive Sponsor engagement, while contributing to regional and global best practices to strengthen team success and act as a force multiplier for the organization
• Support team growth by participating in the interview and ramping process for new hires, coaching peers to foster development and knowledge-sharing across the region

What You Will Bring

• Relevant Experience: 7 to 10+ years in a technical customer-facing role (e.g., Technical Customer Success, Solutions Architecture/Engineering, Professional Services/Implementation, Technical Account Management) for a deeply technical, ideally consumption-based, product
• Accountability: 4+ years experience being accountable for customer health and revenue realization for Enterprise customers
• Communication: Excellent verbal and written skills with the ability to influence technical and business outcomes and solve complex problems across varying audience types from Developers to C-suite
• Education: Bachelor’s degree in Computer Science, STEM, or equivalent technical work experience

About MongoDB

MongoDB is built for change, empowering our customers and our people to innovate at the speed of the market. We have redefined the database for the AI era, enabling innovators to create, transform, and disrupt industries with software. MongoDB’s unified database platform, the most widely available, globally distributed database on the market, helps organizations modernize legacy workloads, embrace innovation, and unleash AI. Our cloud-native platform, MongoDB Atlas, is the only globally distributed, multi-cloud database and is available across AWS, Google Cloud, and Microsoft Azure.

With offices worldwide and over 60,000 customers, including 75% of the Fortune 100 and AI-native startups, relying on MongoDB for their most important applications, we’re powering the next era of software.

Our compass at MongoDB is our Leadership Commitment, guiding how and why we make decisions, show up for each other, and win. It’s what makes us MongoDB.

To drive the personal growth and business impact of our employees, we’re committed to developing a supportive and enriching culture for everyone. From employee affinity groups, to fertility assistance and a generous parental leave policy, we value our employees’ wellbeing and want to support them along every step of their professional and personal journeys. Learn more about what it’s like to work at MongoDB, and help us make an impact on the world!

MongoDB is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter.

MongoDB, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type and makes all hiring decisions 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.

Req. ID: 426274

MongoDB’s base salary range for this role is posted below. Compensation at the time of offer is unique to each candidate and based on a variety of factors such as skill set, experience, qualifications, and work location. Salary is one part of MongoDB’s total compensation and benefits package. Other benefits for eligible employees may include: equity, participation in the employee stock purchase program, flexible paid time off, 20 weeks fully-paid gender-neutral parental leave, fertility and adoption assistance, 401(k) plan, mental health counseling, access to transgender-inclusive health insurance coverage, and health benefits offerings. Please note, the base salary range listed below and the benefits in this paragraph are only applicable to U.S.-based candidates.

MongoDB’s base salary range for this role in the U.S. is:

$87,000—$172,000 USD

Join Axon and be a Force for Good.

At Axon, we’re on a mission to Protect Life. We’re explorers, pursuing society’s most critical safety and justice issues with our ecosystem of devices and cloud software. Like our products, we work better together. We connect with candor and care, seeking out diverse perspectives from our customers, communities and each other.

Life at Axon is fast-paced, challenging and meaningful. Here, you’ll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter.

Your Impact

The Senior Customer Success Manager will work Axon’s larger customers to build long-term, strategic partnerships. You will work closely with your clients to understand their workflows, organizational structures and overall requirements. As their main point of contact, your customers will lean on you to provide best practices and to help them achieve their operational goals through the use of Axon’s products.

You will also work closely with multiple cross-functional teams by providing invaluable insight into customers’ needs and challenges, helping influence and guide internal product road-maps and projects.

As someone that wears multiple hats, from project management to product expert to consultant, you will continually be focused on making your customers more efficient and more confident within their daily workflows.

What You’ll Do

What You’ll Do

Location: Remote from Utah, Montana or Nevada

Reports to: SR. Manager, Customer Success

Travel: 30%

• Engage with your customers through regular calls, business reviews and daily needs
• Monitor and manage adoption metrics to ensure customers are utilizing the full Axon platform
• Create success plans for your customers and document customer progress toward established goals and results
• Manage escalations closely, acting as the quarterback for all critical issues and ensuring multiple internal teams are aligned
• Communicating major milestones and updates to Sr. Leadership on a regular basis
• Work closely with Axon’s marketing and training teams to conduct regular training webinars and calls
• Develop a deep understanding of Axon’s product line and ensure proper implementation in every customer’s environment
• Learn and share industry best practices in order to solve customer needs

What You Bring

• Bachelor’s degree or equivalent work experience
• 3-5+ years’ working in a customer-facing role and 2+ years working with Enterprise-level customers
• Strong project management skills with a proven system for tracking multiple customer requests, issues and strategic plans
• A proven track record of leading process improvements within large organizations
• Previous experience tracking product adoption and customer engagement through data-analysis tools
• Self-motivated, team-oriented, responsible, and focused on exceeding customer expectations
• Exceptional organizational, presentation, and communication skills, both verbal and written
• Demonstrated ability to deal with change and excel in high-stress situations

Benefits that Benefit You

• Competitive salary and 401k with employer match
• Discretionary paid time off
• Paid parental leave for all
• Medical, Dental, Vision plans
• Fitness Programs
• Emotional & Mental Wellness support
• Learning & Development programs
• Employee Resource Groups (ERGs)
• And yes, we have snacks in our offices

Benefits listed herein may vary depending on the nature of your employment and the location where you work.

Axon is a total compensation company, meaning compensation is made up of base pay, bonus, and stock awards. The actual base pay is dependent upon many factors, such as: level, function, training, transferable skills, work experience, business needs, geographic market, and often a combination of all these factors. Our benefits offer an array of options to help support you physically, financially and emotionally through the big milestones and in your everyday life. To see more details on our benefits offerings please visit https://www.axon.com/careers.

Base Pay Range

$86,250—$138,000 USD

Don’t meet every single requirement? That’s ok. At Axon, we Aim Far. We think big with a long-term view because we want to reinvent the world to be a safer, better place. We are also committed to building diverse teams that reflect the communities we serve.

Studies have shown that women and people of color are less likely to apply to jobs unless they check every box in the job description. If you’re excited about this role and our mission to Protect Life but your experience doesn’t align perfectly with every qualification listed here, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Important Notes

The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions.

Some roles may also require legal eligibility to work in a firearms environment.

We collect personal information from applicants to evaluate candidates for employment. You may request access, deletion, or exercise other CCPA rights at axongreenhousesupport@axon.com or via our Axon Privacy Web Form. For more information, please see the Your California Privacy Rights section of our Applicant and Candidate Privacy Notice.

Axon’s mission is to Protect Life and is committed to the well-being and safety of its employees as well as Axon’s impact on the environment. All Axon employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. Axon employees are empowered to report safety concerns as they arise and activities potentially impacting the environment.

We are an equal opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. We’re committed to hiring the best talent — regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances — and empowering all of our employees so they can do their best work. If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process, please email recruitingops@axon.com.  Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.

Phishing alert:  Axon will never ask you to pay for any part of the hiring process, including training, equipment, or background checks. We do not make job offers via text message, WhatsApp, or instant messaging platforms without a formal interview process.  All legitimate job openings are listed on our official careers page at https://www.axon.com/careers.  If you receive a suspicious offer or outreach from an email address that is not @axon.com, or if you are asked for sensitive personal information (bank details, Social Security Number) prematurely, please ignore the message and report it to recruitingops@axon.com.

Headquarters: Asheville, NC
URL: https://level.io

Support Engineer

We're building the future of RMM, and the people who deploy it for our customers are mission critical. This is not a traditional support role. You'll close hard tickets, onboard customers running thousands of endpoints, build automations that ship to everyone, and be the IT professional MSP owners trust on sight. If you want real ownership, real impact, and zero bureaucracy, you'll feel at home here.

The opportunity

We're looking for a seasoned IT professional with 10+ years of real-world MSP or enterprise experience who can do all of this in a single week: close hard technical tickets, run a deep onboarding for a customer managing 1,000+ endpoints, build a reusable automation, record a platform how-to video, and flag a product bug to engineering with enough detail to reproduce it.

When sales closes a new customer, we want to say: "We're assigning you a dedicated IT professional with years of real-world experience who will learn your environment and personally help you deploy Level across your infrastructure." That's the bar. You're the kind of person MSP owners trust immediately.

What you'll own

Tickets and triage

• Own the full inbound support queue, open to close. Respond to customer questions with clarity, speed, and empathy.
• Diagnose whether an issue is a Level bug or a customer-side environment problem, and route it accordingly.
• QA features before they reach production, catching issues before customers do.
• Write up findings for engineering with enough detail to reproduce and fix.

Customer onboarding

• Meet newly signed customers to understand their infrastructure, team, and current workflows.
• Learn their existing RMM setup and map it to how Level works.
• Write custom automations tailored to each customer's environment as part of onboarding.
• Train their team, from basics to advanced, until they're fully independent.
• Own the post-sale relationship through onboarding and set customers up for the long term.
• Think at scale: onboarding 1,000+ endpoint environments takes planning, staging, and precision.

Live support sessions

• Join scheduled video sessions, connect to the customer's Level account, and resolve issues live.
• Be the face of Level technical support for customers who need more than a ticket reply.

Automations and content

• Build reusable automations and contribute them to Level's library for every customer to use.
• Record how-to videos for customers and our YouTube channel. Solid on-camera skills are a must.
• Keep documentation accurate as the platform evolves.
• Take on ad hoc projects: cleaning up the automation library, standardizing naming, auditing help content.
• Help support our SOC 2 and ISO efforts. No prior experience needed, we'll train you.
• Run community outreach across Discord and other channels. Keep members engaged and represent Level well.
• Host regular office hours and product demos.

What you'll need

• 10+ years hands-on as an MSP technician or internal IT pro who has run real environments at scale.
• Deep experience with at least one major RMM platform, so you can speak the language of customers migrating to Level.
• Strong Windows, macOS, and Linux skills. All three are required.
• Strong scripting in PowerShell and Bash.
• Experience managing 500+ endpoints; 1,000+ preferred.
• Comfortable running customer-facing sessions: onboarding calls, training, live troubleshooting.
• You think like a technician and a consultant, and you understand how IT departments actually operate.
• Strong communication, written, verbal, and on camera. You'll write docs, record YouTube videos, host office hours, and represent Level to paying customers.
• Self-directed and organized. You manage your own workload across competing priorities without a manager hovering.
• Sharp diagnostic instincts. You know the difference between a platform bug and a misconfigured firewall.
• You use AI tools heavily (Claude, ChatGPT, or whatever works) and know when the output is wrong and how to fix it.

Nice to have

• QA or software testing experience in a technical support context.
• A background creating how-to video content or product documentation.
• Familiarity with Level specifically.
• Knowledge of compliance frameworks (SOC 2, HIPAA, ISO 27001) relevant to MSP customers.
• Familiarity with endpoint security tools (SentinelOne, CrowdStrike, and similar).

Why you might want this

• Your work ships to everyone. The automations you build and the bugs your QA catches reach every Level customer.
• Enormous ownership. You carry the customer relationship from the first onboarding call through full independence.
• Direct access to founders. No layers, no bureaucracy.
• We're profitable and growing. This isn't a company burning runway hoping for a miracle.
• Room to grow as the company does.

Why you might not

• We're a small team. There's no tier 1 to descalate to and no one to hand the hard tickets to.
• You'll context-switch constantly. You might close a gnarly ticket in the morning, run a 1,000-endpoint onboarding call after lunch, and record a tutorial before you log off.
• You're customer-facing and on camera. If live training and YouTube videos aren't your thing, this isn't the role.
• We move fast and expect you to keep up.
• We rely on async communication. You need to write clearly and work without waiting to be told what's next.

Details

• Hourly Rate: $30–40 per hour, depending on experience
• Location: Fully remote, work from anywhere.
• Schedule: Full-time (40 hours/week)
• Occasional after-hours work may be required as needed to support customers.
• Apply: https://ask.level.io/r/supportengineer

To apply: https://weworkremotely.com/remote-jobs/level-support-engineer

Who we are

Samsara (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing — and we are excited to help digitally transform their operations at scale.

Working at Samsara means you’ll help define the future of physical operations and be on a team that’s shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, and Equipment Monitoring. As part of a recently public company, you’ll have the autonomy and support to make an impact as we build for the long term.

About the Role

We are looking for an experienced Mobile Product Support Engineer to join our Global Technical Support organization. This role is ideal for a technical leader who thrives on solving highly complex mobile-related issues, with a strong focus on customer impact, operational workflows, and regulatory considerations.

As a Product Support Engineer, Mobile Experience, you will serve as a senior technical escalation owner responsible for leading complex investigations end-to-end across Samsara’s mobile ecosystem. You will work cross-functionally with Engineering and Product teams to drive issue resolution, improve product quality, and influence roadmap decisions that enhance the reliability, compliance, and supportability of Samsara’s mobile applications.

PSE III is a senior individual contributor role requiring strong technical depth, ownership, and leadership. You will be expected to set a high bar for technical investigations, mentor and guide L2 engineers, and take ownership of high-impact, multi-customer issues spanning multiple products and regions.

You should apply if:

• You want to impact the industries that run our world: Your efforts will result in real-world impact helping to keep the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely.
• You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara. We set up our employees for success and have built a culture that encourages rapid career development, countless opportunities to experiment and master your craft in a hyper growth environment.
• You’re energized by our opportunity: The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative, ambitious ideas for our customers.
• You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by a high-caliber team that will encourage you to do your best.

In this role, you will:

• Act as primary L3/PSE owner for high‑impact and ambiguous mobile issues (Driver, Fleet, routing and dispatch flows; Asset Maintenance, Connected Workflows, mobile‑to‑cloud data mismatches)

• Lead structured, hypothesis‑driven investigations: define the problem, build reproducible cases, analyze logs and telemetry, and drive to clear root cause and mitigation across mobile clients, backend services, and configuration layers.

• Partner closely with engineering teams (Mobile Experience, Driver Management, Routing & Dispatch, Connected Workflows, Asset Maintenance, Compliance, Product Security) to Assess impact and risk, Prioritize fixes or mitigations, Influence roadmaps for reliability, observability, and operational guardrails.

• Own customer and stakeholder communication for critical issues:

  1. Craft clear business impact assessments and timelines,
  2. Provide concise, periodic updates to Support, CSMs, Sales, and Product,
  3. Deliver customer‑ready narratives and post‑incident summaries suitable for senior audiences in EMEA and globally.

• Proactively identify patterns across customer tickets,and incidents to recommend and drive product and tooling improvements (e.g., improved logging, app‑state capture, diagnostics, in‑app surfaces, guardrails) that reduce future volume and time‑to‑resolution.

• Contribute to and maintain internal runbooks, incident playbooks, and knowledge base content for mobile workflows, ensuring they reflect regional nuances (EMEA regulations, language support, rollout status).

• Mentor and coach L2 engineers, raising the bar on Troubleshooting depth and documentation quality, Reproduction and scoping of issues, Escalation criteria and communication with engineering.

• Advocate for the voice of the customer in discussions with product and engineering, grounded in real data from escalations, patterns, and frontline feedback.

• Analyze device telemetry and fleet-level patterns using internal tools, translating raw data and logs into clear, actionable technical narratives.

Minimum requirements for the role:

• B.S. in Computer Science, Engineering (Mechanical/Electrical), or other technical fields.
• 8+ years of experience in technical support, solutions engineering, or similar roles working directly with complex SaaS products; at least one major area of depth in mobile applications or fleet/telematics workflows.
• Proven expertise troubleshooting mobile apps across Android and/or iOS, including device/OS constraints, network behavior, authentication flows, app configuration, and data synchronization with backend services.
• Strong debugging and root‑cause analysis skills: able to decompose ambiguous, multi‑system issues, quickly identify high‑leverage logs and signals, and drive toward a clear root cause and mitigation.
• Demonstrated experience working directly with engineering and product: reading JIRA tickets/RFCs, validating hypotheses in lower environments, and influencing prioritization using data and customer impact.
• Excellent written and verbal communication in English, comfortable presenting complex technical narratives to both engineers and non‑technical stakeholders (CSMs, Sales, customers, leadership) across regions.
• Strong ownership mindset and bias for action—able to lead investigations, make pragmatic decisions under time pressure, and follow through until issues are fully resolved and learnings are captured.
• Demonstrated strong resourcefulness, creativity, and problem-solving skills.
• Adaptability and ability to thrive in a fast-paced, dynamic work environment.
• Experience in direct customer interaction, incident response, and participation in a rotational after-hours/on-call support cadence is essential.

An ideal candidate also has:

• Experience in the Telematics industry is a plus.
• Data Analysis skills; Databricks, Python, SQL and Tableau.

#LI-hybrid

Total Rewards

At Samsara, we build for the people who keep the global economy moving. We want owners, not passengers, which is why our rewards are designed to fuel high-impact builders. Our compensation program delivers above-market total compensation through a combination of base salary, performance-based bonus/variable pay, and equity (for eligible roles) in a high-growth public company. We meaningfully differentiate pay for our top performers, who have the opportunity to earn above-market compensation that can outpace the broader market over time.

Beyond compensation, we provide the foundations that enable long-term success: a flexible, employee-led remote model, a professional development stipend, comprehensive health and parental leave plans, and more. If you’re ready to build for the long term and own the outcome, your journey starts here.

Flexible Working

At Samsara, we embrace a flexible working model that caters to the diverse needs of our teams. Our offices are open for those who prefer to work in-person and we also support remote work where it aligns with our operational requirements. For certain positions, being close to one of our offices or within a specific geographic area is important to facilitate collaboration, access to resources, or alignment with our service regions. In these cases, the job description will clearly indicate any working location requirements. Our goal is to ensure that all members of our team can contribute effectively, whether they are working on-site, in a hybrid model, or fully remotely. All offers of employment are contingent upon an individual’s ability to secure and maintain the legal right to work at the company and in the specified work location, if applicable.

Belonging at Samsara

At Samsara, we welcome everyone regardless of their background. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law. We depend on the unique approaches of our team members to help us solve complex problems and want to ensure that Samsara is a place where people from all backgrounds can make an impact.

Accommodations

Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email accessibleinterviewing@samsara.com or click here if you require any reasonable accommodations throughout the recruiting process.

Our Commitment to Authenticity

We use Tofu, a fraud detection tool, to validate the authenticity of applications and protect against identity fraud. This ensures we are connecting with real people and allows us to prioritize genuine candidates. Please see Samsara’s Candidate Privacy Notice for more information.

Fraudulent Employment Offers

Samsara is aware of scams involving fake job interviews and offers. Please know we do not charge fees to applicants at any stage of the hiring process. Official communication about your application will only come from emails ending in @samsara.com, @us-greenhouse-mail.io or @mail3.guide.co. For more information regarding fraudulent employment offers, please visit our blog post here.

Saviynt’s AI-powered identity platform manages and governs human and non-human access to all of an organization’s applications, data, and business processes. Customers trust Saviynt to safeguard their digital assets, drive operational efficiency, and reduce compliance costs. Built for the AI age, Saviynt is today helping organizations safely accelerate their deployment and usage of AI. Saviynt is recognized as the leader in identity security, with solutions that protect and empower the world’s leading brands, Fortune 500 companies and government institutions. For more information, please visit www.saviynt.com.

The Senior Customer Success Manager (SMB Scaled) will manage customer loyalty and adoption of Saviynt’s innovative products and services for our SMB Scaled business segment, overseeing a portfolio of 35–38 accounts with annual recurring revenue (ARR) below $200k per account. Using our customers’ business objectives and priorities as the foundation, the Sr. CSM will be responsible for driving value-based outcomes at scale by providing customer categorization, oversight, adoption recommendations, opportunities for increased service, and metrics analysis. In addition, the Sr. CSM will coordinate routine health checks and programmatic remediation to ensure our customers stay on track towards their goals. Optimal performance of this role results in greater customer happiness, retention, and expansion of Saviynt’s business – all tied to a customer who is eager to recommend Saviynt to others.

WHAT YOU WILL BE DOING

• Portfolio Management: Serve as the primary point of contact for a dedicated portfolio of 35–38 Scaled accounts (under $200k ARR) post-implementation, successfully balancing 1-to-many programmatic initiatives with targeted high-impact 1-to-1 engagements.

• Retention & Renewal: Manage the subscription renewal pipeline for your assigned portfolio and maintain close cognizance of customer health in order to proactively eliminate barriers to adoption and value.

• Sales Collaboration: Participate with the Sales team to provide a strong customer-focused sales, orientation, and launch engagement process.

• Account Expansion: Develop deep, trusting relationships with customer key personnel and larger teams to efficiently seek and develop up-sell / cross-sell opportunities across a high-velocity account base.

• Cross-Functional Coordination: Coordinate and conduct meetings between customers and Saviynt cross-functional teams to solve problems and advance customer adoption; ensure post-meeting follow-ups and action-item completion.

• Data-Driven Insights: Monitor and identify product utilization trends across your portfolio, providing feedback to Saviynt cross-functional teams to support continuous improvement – finding ways to better support customer use cases and corporate identity strategies.

• Partner Alignment: Communicate with implementation Partners supporting Saviynt customers and seek opportunities to improve outcomes and relationships in the context of customer adoption.

• Scaled Enablement: Plan and deliver education for customers on new features and releases, leveraging webinars, automated campaigns, and digital enablement channels to effectively reach your full portfolio.

• Customer Advocacy: Act as the voice of the SMB Scaled customer segment and collect feedback to drive continuous improvement across all areas including product.

WHAT YOU BRING

• Education: Bachelor’s degree in computer science, engineering, or a related field.

• Domain Expertise: Knowledge and experience in Identity and Access Management (IAM) is valuable; a cybersecurity and/or compliance background is also very valuable.

• Technical Savvy: Strong knowledge of cloud, hybrid, and on-premise IT architectures and deployment models.

• Communication: History of being able to understand technical and complex software environments and bridge the gap in terms of communicating those concepts in language meaningful to the business; similarly, being able to translate business needs to potential technical solutions.

• Experience: 12+ years of experience in customer-facing roles including customer success management, account management, or Professional Services for complex software implementations. Proven experience managing a high-velocity, scaled portfolio (30+ accounts) in the sub-$200k ARR segment is highly preferred.

• Drive: Tenacious desire to see customers succeed and thrive.

• SaaS Background: Previous experience within a fast-paced, growing SaaS organization.

• Relationship Management: Demonstrated ability to manage customer relationships and work through potentially difficult challenges to achieve positive outcomes at scale.

• Mindset: Cheerful willingness to be a hands-on contributor and stay detail-focused while maintaining an outcome-based perspective across a high volume of accounts.

• Execution: Experience in process improvement, decision-making, planning, analysis, and service excellence.

• Availability: Available to customers via Zoom during North America (Pacific) hours.

Benefits

• Medical, Dental, Vision, Life Insurance
• 401K
• Unlimited PTO
• Sick Time
• Holiday Parties
• Daily Catered Lunches
• Employee Recognition Programs
• Team Socials

$165,000 - $195,000 a year

You may also be eligible to participate in a Saviynt discretionary bonus plan, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.

If required for this role, you will:

- Complete security & privacy literacy and awareness training during onboarding and annually thereafter

- Review (initially and annually thereafter), understand, and adhere to Information Security/Privacy Policies and Procedures such as (but not limited to):

> Data Classification, Retention & Handling Policy

> Incident Response Policy/Procedures

> Business Continuity/Disaster Recovery Policy/Procedures

> Mobile Device Policy

> Account Management Policy

> Access Control Policy

> Personnel Security Policy

> Privacy Policy

Saviynt is an amazing place to work. We are a high-growth, Platform as a Service company focused on Identity Authority to power and protect the world at work. You will experience tremendous growth and learning opportunities through challenging yet rewarding work which directly impacts our customers, all within a welcoming and positive work environment. If you’re resilient and enjoy working in a dynamic environment you belong with us!

Saviynt is an equal opportunity employer and we welcome everyone to our team.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

This role is open in the US, hybrid, in office or fully remote

As a Senior Customer Success Manager on our Mid-Market or Corporate team, you’ll enjoy unparalleled autonomy, take ownership of your projects, and be devoted to helping each customer unlock the full potential of HubSpot. In this role, you’ll have ample opportunities for career advancement, with a strong emphasis on skill enhancement and a clear, performance-driven pathway for progression.

If your idea of Customer Success is rooted in an intrinsic motivation to help others find solutions to their challenges, we should talk. HubSpot’s mission is to help millions of organizations grow better. Our team is committed to delivering exceptional experiences and long-term value to our customers by fostering trust and offering expert guidance on the HubSpot platform. The end result: increased value, satisfaction, and continued customer loyalty (retention).

Experience and qualifications

• Experience managing, nurturing and scaling customer relationships in a quota or retention-carrying role.
• Skilled in forecasting retention risks and implementing effective mitigation strategies.
• Exceptional proficiency in verbal and written communication, adept at presenting strategies in person, over the phone, and through email.
• Highly organized, possessing keen attention to detail, and adept at prioritizing tasks for successful execution.
• Confident, self-motivated, and committed to collaborative teamwork.
• Demonstrated desire to acquire new knowledge and skills.
• Motivated by the drive to exceed expectations.
• Curious and comfortable adapting to new technologies, utilizing and staying up to date with AI

Responsibilities:

Book of Business Management:

• Deep understanding of core metrics and role expectations and ability to execute against those metrics by developing strategic action plans on a quarterly basis.
• Primary ownership and accountability for complex customers who require higher-touch service.
• Formalize Book of Business management strategy by segmenting customers based on risk and growth. Outline tactics to mitigate churn and collaborate with cross functional teams to maximize growth
• Accountable for maintaining accurate forecasting notes, inclusive of future mitigation and outreach plans, for customers renewing within six months.

Customer Engagements:

• Engage customers with phone calls regularly, both scheduled and ad hoc, to ensure they derive maximum value from their investment in HubSpot
• Demonstrate proficiency in understanding and addressing customers’ advanced technical needs, resolving inquiries by connecting them with the appropriate resources internally.
• Collaborate with customers to define success criteria and outline plans to achieve their goals, sharing accountability for their success
• Proactively identify and cultivate opportunities to expand customers’ utilization of HubSpot’s product suite and professional services.
• Monitor customer health and create risk mitigation plans as necessary

Cross-Collaboration:

• Cultivate strong relationships with key decision-makers and stakeholders across various customer teams.
• Collaborate closely with other HubSpot teams to drive adoption and ensure successful customer renewals.
• Act as a mentor to onboard and support new team members.
• Lead by example in developing best practices within the team to enhance our processes’ quality, effectiveness, and efficiency.

Pay & Benefits

The cash compensation below includes base salary, on-target commission for employees in eligible roles, and annual bonus targets under HubSpot’s bonus plan for eligible roles. In addition to cash compensation, some roles are eligible to participate in HubSpot’s equity plan to receive restricted stock units (RSUs). Some roles may also be eligible for overtime pay. Individual compensation packages are tailored to your skills, experience, qualifications, and other job-related reasons.

This resource will help guide how we recommend thinking about the range you see. Learn more about HubSpot’s compensation philosophy.

Benefits are also an important piece of your total compensation package. Explore the benefits and perks HubSpot offers to help employees grow better.

At HubSpot, fair compensation practices aren’t just about checking off the box for legal compliance. It’s about living out our value of transparency with our employees, candidates, and community.

Annual Cash Compensation Range:

$100,300—$150,500 USD

We know the confidence gap and impostor syndrome can get in the way of meeting spectacular candidates, so please don’t hesitate to apply — we’d love to hear from you.

If you need accommodations or assistance due to a disability, please reach out to us using this form.

At HubSpot, we value both flexibility and connection. Whether you’re a Remote employee or work from the Office, we want you to start your journey here by building strong connections with your team and peers. If you are joining our Engineering team, you will be required to attend a regional HubSpot office for in-person onboarding. If you join our broader Product team, you’ll also attend other in-person events, such as your Product Group Summit and other gatherings, to continue building on those connections.

If you require an accommodation due to travel limitations or other reasons, please inform your recruiter during the hiring process. We are committed to supporting candidates who may need alternative arrangements

Massachusetts Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Germany Applicants: (m/f/d) - link to HubSpot’s Career Diversity page here.

India Applicants: link to HubSpot India’s equal opportunity policy here.

About HubSpot

HubSpot (NYSE: HUBS) is an AI-powered customer platform with all the software, integrations, and resources customers need to connect marketing, sales, and service. HubSpot’s connected platform enables businesses to grow faster by focusing on what matters most: customers.

At HubSpot, bold is our baseline. Our employees around the globe move fast, stay customer-obsessed, and win together. Our culture is grounded in four commitments: Solve for the Customer, Be Bold, Learn Fast, Align, Adapt & Go!, and Deliver with HEART. These commitments shape how we work, lead, and grow.

We’re building a company where people can do their best work. We focus on brilliant work, not badge swipes. By combining clarity, ownership, and trust, we create space for big thinking and meaningful progress. And we know that when our employees grow, our customers do too.

Recognized globally for our award-winning culture by Comparably, Glassdoor, Fortune, and more, HubSpot is headquartered in Cambridge, MA, with employees and offices around the world.

Explore more:

• HubSpot Careers
• Life at HubSpot on Instagram

HubSpot may use AI to help screen or assess candidates, but all hiring decisions are always human. More information can be found here. By submitting your application, you agree that HubSpot may collect your personal data for recruiting, global organization planning, and related purposes. We may use CLEAR ID Verification during the hiring process to confirm your identity and help maintain a safe, secure, and trusted experience for all candidates. Refer to HubSpot’s Recruiting Privacy Notice for details on data processing and your rights.