• Analyze customer activity to identify and determine metrics to ensure that customers are leveraging our products effectively and finding value in our services. • Monitor and identify usage trends to uncover risks and support greater adoption rates. • Establish and maintain customer relationships to drive upgrade revenue through increased product adoption and usage. • Become an expert in the products available to our customers and have the ability to educate customers on the use and benefit of our products. • Work cross-functionally with Sales, Product Development, and Services teams to share customer insights to develop new value propositions, build awareness, and reveal expansion opportunities. • Partner with sales team to ensure a smooth transition and onboarding experience.

• Manage 3-5 enterprise and key accounts and 5-10 mid-tier accounts and assist other CSMs with key on-site campaigns • Contribute on-site trainings and announcements to regular CSM team meetings, All Hands, and other team calls • Participate in and prep for team leads meeting • Train new CSM team members on the on-site portions of the role • Create and maintain team training resources (Guru cards, email templates, deck templates) • Manage CSM Asana board and ensure on-site campaigns are tracking properly across the team • Partner with AM team lead and Digital Team Lead on strategic initiatives and cross-team collaboration • Partner with league operations team and leverage automation to streamline processes • Track key on-site media metrics across campaigns and identify opportunities for improvements and upsells • Partner with sales team and advise on feasibility of deals • Monitor logo and revenue retention and work with team to achieve goals

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description As an Implementation Success Partner, you will lead and manage client implementations, serving as a strategic partner to healthcare organizations and ensuring successful delivery of Qventus solutions. This role will require close collaboration with clients, R&D, and cross-functional teams to drive adoption, resolve challenges, and deliver measurable outcomes. You will play a hands-on role in managing day-to-day client operations, gathering feedback, and ensuring long-term success. - Day-to-Day Client Management: Oversee daily operations at assigned clients, including running project management (PM) meetings and ensuring alignment across stakeholders. - Collaboration with Client Teams: Set agendas for working groups, facilitate feedback sessions with client teams (e.g., RNs), and serve as the point of contact for Patient Concierge escalations. - Implementation Execution: Guide clients through the implementation journey, from assessments and future-state design to configuration, training, and go-live support. - Feedback & Resolution: Gather client feedback on solutions, identify issues, and collaborate with R&D to resolve problems while ensuring client satisfaction. - Documentation & Standardization: Develop and maintain standardized implementation documentation and training materials to improve processes and scalability. - Point of Contact for Support: Serve as the primary escalation point and support contact for clients, addressing concerns and providing timely resolutions. - Value Creation & ROI Validation: Define and measure value-creation initiatives, validate ROI metrics, and help clients navigate their organizations to achieve and demonstrate measurable outcomes. - Training & Enablement: Deliver tailored training sessions to prepare client teams for solution adoption and provide ongoing support during and post-go-live. - Cross-Functional Collaboration: Partner with R&D, Product, and other internal teams to prioritize client needs and inform future solution enhancements. - Operational Oversight: Align go-live schedules with organizational readiness, avoiding resource bottlenecks and ensuring seamless rollouts. Qualifications - 5+ years of experience in implementation, client success, or project management, preferably within healthcare or enterprise SaaS environments. - Strong experience managing day-to-day operations for clients, running project management meetings, and setting agendas for cross-functional teams. - Exceptional communication and relationship-building skills, with the ability to engage with stakeholders at all levels. - Demonstrated ability to resolve escalations, manage competing priorities, and deliver polished, professional communications. - Analytical and problem-solving skills, with a track record of identifying issues, gathering feedback, and driving solutions. - Familiarity with healthcare operations and workflows. - A collaborative and detail-oriented mindset, with a focus on delivering results and creating value for clients. Requirements - Familiarity with AI-driven or machine-learning-powered solutions, especially in a healthcare context. - Background in change management, consulting, or organizational transformation. - Technical expertise in configuring enterprise software solutions. Benefits - Compensation based on market data, considering location, skills, qualifications, and prior relevant experience. - Open Paid Time Off. - Paid parental leave. - Professional development opportunities. - Wellness and technology stipends. - A generous employee referral bonus. - Employee stock option awards.

• Support the execution of Mixpanel’s digital Customer Experience (CX) strategy for scaled customers, helping deliver consistent, valuable experiences across the customer lifecycle. • Build, launch, and manage digital programs for core customer journeys such as onboarding, product adoption, lifecycle engagement, and renewal readiness. • Execute digital campaigns across channels (email, in-app, Slack, webinars, etc.) to drive product adoption and ongoing engagement. • Monitor program performance and customer engagement metrics; run tests and iterate to improve outcomes like adoption, retention, and CSAT. • Help automate and improve operational workflows that enable Customer Success Architects to work more efficiently, including identifying risk signals and engagement triggers. • Create and maintain clear documentation, playbooks, and SOPs for repeatable digital customer programs. • Partner closely with Customer Success, Product, Sales, Marketing, and Operations teams to gather requirements and ensure smooth execution of programs. • Collaborate with data and ops partners to support customer segmentation, data quality, and targeting for digital outreach. • Track and report on key program metrics and operational KPIs, sharing insights and learnings with stakeholders. • Stay curious about digital CX best practices, tools, and trends, and contribute ideas for continuous improvement.