SpyCloud is on a mission to make the internet a safer place by disrupting the criminal underground. SpyCloud’s solutions thwart cyberattacks and protect more than 4 billion accounts worldwide. Cybersecurity is an exciting, evolving space, and being at the forefront of the fight to disrupt cybercrime makes SpyCloud a special place to work. If you’re driven to align your career with a fantastic mission, look no further! The Customer Success Manager maintains a long-term relationship with SpyCloud’s customers to gain an understanding of the customer’s organization, overall impact on their business from online fraud, added business drivers, and their key product/service needs. This is an ongoing customer relationship management role focused on increasing revenue while providing a solid continuum across all elements of the customer lifecycle. Some experience in developing and maintaining customer relationships is required. This role will primarily be focused on our West Coast clients. This role is remote, working West Coast hours. You might have occasional travel to our Austin, Texas headquarters 3-4 times per year. What You'll Do: - Industry and Product Knowledge: - Maintain solid industry knowledge and a comprehensive understanding of SpyCloud products and services. - Communication Channels: - Develop, nurture, and monitor effective communication channels with customers and internal teams to support customer and internal goals. - Action Planning: - Create, execute, and oversee action plans to track customer activities and projects, ensuring engagement by appropriate parties throughout. - Customer Engagement: - Continually capture and monitor customer business drivers to ensure optimal solutions and further customer engagement with SpyCloud products/services. - Identify upsell opportunities based on customer needs or new product rollouts. - Revenue Growth: - Deliver growth by assuring usage, renewals, post-sales success, loyalty, expansion, and new product adoption. - Reporting: - Inform and report account status to the Customer Success Director, Team Lead. Requirements: - Skills and Competencies: - Self-starter with a drive to succeed. - Proficient in both oral and written communication, able to tailor message format and content to specific audience(s). - Superior active listening skills. - Exceptional organizational skills and ability to manage multiple projects with multiple deadlines simultaneously. - Excellent analytical capabilities to break down complex tasks into executable and measurable steps. - Creative problem solver, able to accomplish goals through a variety of processes and tools. - Capability of talking to and staying abreast of technical developments at SpyCloud. - Ability to deal with complex customer relationships. - Experience: - Familiarity with Software as a Service (SaaS) solutions. Nice to Have: - 1-3 years of Customer Success Management experience, or experience in a customer-facing role. - Cybersecurity, identity, and / or ATO prevention experience is a plus. For applicants residing in California, please click here to read SpyCloud's CCPA Notice. SpyCloud is not sponsoring visas at this time. U.S.-Based Benefits + Perks (for Full Time Employees): At SpyCloud, we are committed to working alongside individuals who are equally passionate about preventing cybercrime, regardless of their department or role. Guided by our core values in all business decisions, we prioritize unity in our mission and ensure all SpyCloud employees have the support and benefits they need to stay focused on our goals. In addition to our engaging workspace in South Austin, flexible and remote-friendly work options, and competitive salary package, we offer our employees a comprehensive benefits package that includes: - 401(k) with Employer Contribution - Health, Vision, and Dental Insurance - Health Savings Account (HSA) available with Employer Contribution - Employer Paid Life, Short-term, and Long-term Disability Insurance - Generous PTO Plan and 16 paid holidays per year U.K.-Based Benefits + Perks (for Full Time Employees): - Retirement Savings Plan with Employer Contribution - Employer Provided Private Health Insurance and Healthcare Cashplan - Employer Paid Life Insurance and Income Replacement - Generous Holiday Plan and 14 paid holidays per year About SpyCloud: SpyCloud transforms recaptured darknet data to disrupt cybercrime. Its automated identity threat protection solutions leverage advanced analytics and AI to proactively prevent ransomware and account takeover, detect insider threats, safeguard employee and consumer identities, and accelerate cybercrime investigations. SpyCloud's data from breaches, malware-infected devices, and successful phishes also powers many popular dark web monitoring and identity theft protection offerings. Customers include seven of the Fortune 10, along with hundreds of global enterprises, mid-sized companies, and government agencies worldwide. Headquartered in Austin, TX, SpyCloud is home to more than 200 cybersecurity experts whose mission is to protect businesses and consumers from the stolen identity data criminals are using to target them now. To learn more and see insights on your company’s exposed data, visit spycloud.com. Our Mission: Our mission is to make the internet a safer place by disrupting the criminal underground. Together with our customers and partners, we aim to end criminals’ ability to profit from stolen information. Who We Are: SpyCloud is a place for innovative, collaborative, and problem-solvers to thrive. Individually, we’re amazing, but together, we’re unstoppable. We celebrate diversity and various perspectives and aim to create an inclusive and supportive environment for all. We are proud to be an Equal Employment Opportunity and Affirmative Action employer of choice. All aspects of employment decisions will be based on merit, performance, and business needs. We do not discriminate on the basis of any status protected under federal, state, or local law. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. Women, minorities, individuals with disabilities, and protected veterans are encouraged to apply. SpyCloud complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. SpyCloud expressly prohibits any form of workplace harassment. Improper interference with the ability of SpyCloud's employees to perform their job duties may result in discipline up to and including discharge. SpyCloud shares the right to work and participates in the E-Verify program in all locations. If you need assistance or accommodation due to a disability, you may contact us. Our Culture: Our culture is something really special. We’re all driven to disrupt the cybercriminal economy as we keep customer accounts safe from compromise. We support a truly worthy and serious mission, but we have fun doing it together. If you are driven, inventive, and collaborative, you’ll fit right in. SpyCloud’s Recruitment Policy: We will never ask an applicant for sensitive or personal financial information during the recruitment process. We advise all applicants seeking employment with SpyCloud to review available information on recruitment fraud. Anyone who suspects that they have been contacted by someone falsely representing SpyCloud should email careers@spycloud.com. Compensation Transparency Policy: At SpyCloud, we believe in transparency and fairness in compensation. We strive to ensure that all employees are fairly compensated for their contributions, and we openly discuss our compensation philosophy and structure. We are committed to providing competitive salaries and benefits packages to attract and retain top talent, and we encourage open dialogue and feedback regarding compensation matters. Learn more and apply: SpyCloud Careers For applicants residing in California, please click here to read SpyCloud's CCPA Notice.

• Guide, inspire, and lead a team of 10 Client Success Managers. • Guide your CSM team to deliver the highest level of customer service, partnering with Property Managers to exceed goals and deliver an unforgettable customer experience. • Collaborate with senior leadership to establish clear retention goals and milestones for the CSM team while providing clear direction, mentoring, and leadership for your team. • Work with your CSM team to establish clearly defined goals, KPIs and development plans • Work with enablement team to create ongoing training programs to drive education, product knowledge and product updates • Help the team set achievable targets; continuously review KPIs with team • Conduct biannual performance reviews; provide constructive feedback through weekly one on ones • Guide CSM team to ensure customer centricity during every customer touch • Guide CSM team on upleveling account management and customer Impact Reviews • Consistently monitor and proactively engage with disengaged customers to prevent potential churn • Develop a deep understanding of the RBP and RXP benefits/value proposition • Resolve technical escalations with support from Product & Engineering • Run, analyze and share detailed reporting on account health, activations, and upsells. • Identify trends and gaps; collaborate with the team to solve

What started as a small group of families gathered around a kitchen table in 1979 has blossomed into the nation's leading voice on mental health. The National Alliance on Mental Illness (NAMI) is the nation's largest grassroots mental health organization dedicated to building better lives for the millions of Americans affected by mental illness. Today, we are an alliance of hundreds of local affiliates, state organizations and a national office that work in communities across the United States to raise awareness and provide support and education that was not previously available to those in need. NAMI advocates for all who are affected by mental illness, both the individuals and the people in their lives. We work to address disparities and injustices and to promote dignity and inclusion for all people with mental illness and their families. In addition to being advocates, we educate, we listen, and we lead as evidenced by our public awareness campaigns, the range of programs we provide, and our strong public policy. We currently have an opening for a Manager, Success Teams. The Manager leads the NAMI Success Team, which serves as the centralized first point of contact for inquiries, issues, and requests from NAMI State Organizations and Affiliates as well as external stakeholders. The Manager is responsible for ensuring consistent, high-quality Tier-1 support through structured intake, defined service processes, and effective escalation pathways. This role oversees daily support operations, manages service performance and response standards, and ensures that inquiries are routed and resolved efficiently across National teams. The Manager plays a key role in strengthening the relationship between NAMI National and the field by ensuring support interactions are timely, coordinated, and transparent. In addition to managing day-to-day operations, the Manager contributes to the continued evolution of the Success Team toward a scalable support model capable of supporting real-time service channels in the future. This full-time position is remote. Salary Range: $68k - $75k ESSENTIAL DUTIES AND RESPONSIBILITIES: - Lead daily operations of the Success Team and supervise Coordinators responsible for handling inquiries from NAMI State Organizations, Affiliates, and external stakeholders. - Oversee centralized intake of field inquiries and ensure requests are accurately logged, triaged, and routed through established support channels. - Establish and monitor service standards (including response expectations and service level targets) and ensure the team consistently meets service expectations. - Respond directly to support tickets during periods of high volume or operational need to maintain service continuity and meet established response standards. - Provide Tier-1 support leadership by guiding Coordinators in resolving inquiries directly and escalating issues appropriately to subject matter experts or internal teams. - Design and maintain structured escalation pathways to ensure complex or technical issues are routed to the appropriate internal teams and resolved efficiently. - Serve as the primary Success Team representative for operational initiatives and projects related to support operations, including process improvements, intake governance, and system enhancements. - Capture and communicate "voice of the field" insights by identifying patterns in support inquiries and sharing opportunities for improvement with internal teams. - Develop and maintain operational reporting related to support volume, response times, resolution patterns, and service performance to inform organizational decision-making. - Lead the development and governance of the Success Team knowledge base and support documentation to ensure consistent guidance and reference materials for both staff and field partners. - Train and mentor Success Team Coordinators, providing ongoing coaching and support to strengthen service quality and professional development. - Support the continued evolution of the Success Team's service model, including preparing processes and staffing structures for potential future real-time support channels. - Other duties as assigned. MINIMUM QUALIFICATIONS: - Experience leading or supervising a service-based team responsible for high-volume inquiries, help desk operations, customer support, or service desk environments - Demonstrated ability to manage support operations, including service queues, response standards, and escalation workflows - Strong operational leadership skills with the ability to establish processes, improve workflows, and implement structured service delivery models - Experience using ticketing or case management systems - Ability to analyze support data and service trends to inform operational improvements and identify recurring issues - Strong written and verbal communication skills with the ability to communicate complex concepts clearly to both technical and non-technical audiences - Excellent problem-solving and decision-making skills, particularly in fast-paced operational environments - Strong interpersonal skills and the ability to collaborate effectively across departments and stakeholders - Experience training, mentoring, and developing staff in a service-oriented environment - Ability to manage multiple priorities while maintaining service quality and meeting response expectations - Interest in or experience supporting mission-driven or nonprofit organizations, particularly in the areas of education, advocacy, or mental health - Strong working knowledge of Microsoft Office and collaboration platforms - Must pass background check Your salary is only one component of the total compensation package. NAMI offers a range of standard and unique benefits that are reviewed annually: - Generous and comprehensive Health, Dental, and Vision Plans - Paid Time Off: Vacation, Personal, and Sick Leave - Paid Parental Leave - 403(b) retirement plan - Flexible Spending Accounts for health care, dependent care and commuter expenses - Life Insurance and Disability coverage paid by NAMI - Flexible Work and Telework programs - Professional Development Reimbursement program - A variety of wellness offerings to support team members - Employee Referral Program - The Employee Assistance Program (EAP) which provides support for personal and family problems common in contemporary life NAMI is proud to be an equal opportunity employer and is committed to creating a diverse and inclusive workforce.NAMI prohibits discrimination and harassment against any employee or applicant for employment because of race, color, religion, sex, national origin, marital status, age, disability, veteran status, sexual orientation, gender identity or expression, pregnancy, childbirth or related medical conditions, genetic information or any other legally protected group status. We also provide reasonable accommodation for candidates with disabilities.

About Cleerly We’re Cleerly – a healthcare company that’s revolutionizing how heart disease is diagnosed, treated, and tracked. We were founded in 2017 by one of the world’s leading cardiologists and are a growing team of world-class engineering, operations, medical affairs, marketing, and sales leaders. We raised $223M in Series C funding in 2022 which has enabled rapid growth and continued support of our mission. In December 2024 we received an additional $106M in a Series C extension funding. Most of our teams work remotely and have access to our offices in Denver, Colorado, New, York, New York, Dallas, Texas, and Lisbon, Portugal with some roles requiring you to be on-site in a location. Cleerly has created a new standard of care for heart disease through value-based, AI-driven precision diagnostic solutions with the goal of helping prevent heart attacks. Our technology goes beyond traditional measures of heart disease by enabling comprehensive quantification and characterization of atherosclerosis, or plaque buildup, in each of the heart arteries. Cleerly’s solutions are supported by more than a decade of performing some of the world’s largest clinical trials to identify important findings beyond symptoms that increase a person’s risk of heart attacks. At Cleerly, we collaborate digitally and use a wide variety of systems. Our people use Google Workspace (GMail, Drive, Docs, Sheets, Slides), Slack, Confluence/Jira, and Zoom Video, prior experience in these areas is a plus. Role or department specific technology needs may vary and will be listed as requirements in the job description. While we are mostly a remote company, travel is required for some team meetings and cross function projects typically once per month or once per quarter, for some roles like sales or external facing roles travel could be up to 90% of the time. About the Opportunity Cleerly is seeking a Senior Client Success Manager to own and manage client relationships within a defined territory. This role will serve as the day-to-day liaison for healthcare clients—ensuring successful onboarding, driving adoption, addressing concerns, and promoting long-term satisfaction and expansion. The ideal candidate will have experience in healthcare or health tech, demonstrate strong communication and relationship-building skills, and bring a data-driven mindset to proactively manage client health and success. This will cover the West Territory and be based in Los Angeles, CA. About the Team The Client Success role is pivotal in ensuring strong, long-lasting relationships with our clients. This position is responsible for managing day-to-day communication, acting as the main liaison between the client and our internal teams. By owning the client relationship, the Client Success Managers ensure that all client needs, concerns, and goals are addressed in a timely and effective manner. They represent the client's voice internally, advocating for their interests and ensuring alignment with our company’s objectives. This role reports directly to the VP of Client Success and works daily with Implementation, Sales, and Product amongst other teams. Responsibilities Client Ownership & Relationship Management - Serve as the primary point of contact for clients within the assigned territory - Build strong, trusting relationships with clinical and administrative leaders at hospitals, imaging centers, and cardiology practices - Conduct regular business reviews, utilization assessments, and check-ins to ensure client satisfaction and retention - Meet key performance indicators (KPIs) for the Client Success team, including Net Promoter Score (NPS), client retention (volume, logo), and referenceability. Use data-driven insights to continuously improve client success initiatives and enhance client satisfaction Onboarding & Adoption - Partner with Client Services and Implementation teams to ensure seamless onboarding and launch of Cleerly solutions - Drive initial and ongoing adoption through best practices, education, and alignment with client goals Client Health Monitoring - Track key client metrics (utilization, turnaround times, NPS, etc.) and proactively identify and resolve risks to success - Leverage internal data to provide strategic insights to clients and recommend workflow enhancements Retention & Growth - Collaborate with Sales and Partnerships to identify opportunities for renewals, upsells, and expansion - Champion the voice of the customer internally, contributing feedback to product and service teams Cross-Functional Collaboration - Act as the bridge between clients and internal teams (Sales, Product, Clinical, Marketing) to ensure alignment and excellence in service - Support pilots and product rollouts specific to your territory’s client base Requirements - Bachelor’s degree; background in healthcare, life sciences, or business is preferred - 7 + years of experience in client success, account management—preferably in a healthcare or SaaS environment - Experience working directly with health systems, cardiology groups, or outpatient imaging centers is highly desirable. - Startup (Series A-C) experience preferred, not required. - Exceptional communication, interpersonal, and problem-solving skills - Self-starter with strong organizational skills and the ability to manage multiple accounts with minimal supervision - Familiarity with CRM platforms (Salesforce preferred) and data dashboards (e.g., Tableau or Looker) - Willingness to travel within the territory (up to 40%) - Spanish speaking is a plus but not required The base salary range for this role varies by location and is aligned to market benchmarks. - Candidates located in higher-cost labor markets, including California, Washington, New York, New Jersey, Connecticut, Massachusetts, and Washington, DC represent the middle to high end of the range, while candidates located in all other U.S. locations represent the low to middle end of the range. - Final compensation is determined based on location, experience, skills, and internal equity. This role is eligible for a 15% target annual bonus, resulting in the following base salary and Total Target Compensation (TTC) ranges: - Base Salary: $135,000 - $145,000 - TTC: $155,250 - $166,750 *Total Target Compensation (TTC): Total Cash Compensation (including base pay, variable pay, commission, bonuses, etc.) Additionally, stock options, paid benefits, and employee perks are part of your total rewards. Working at Cleerly takes HEART. Discover our Core Values: - H: Humility- be a servant leader - E: Excellence- deliver world-changing results - A: Accountability- do what you say; expect the same from others - R: Remarkable- inspire & innovate with impact - T: Teamwork- together we win Don’t meet 100 percent of the qualifications? Apply anyway and help us diversify our candidate pool and workforce. We value experience, whether gained formally or informally on the job or through other experiences. Job duties, activities and responsibilities are subject to change by our company. OUR COMPANY IS AN EQUAL OPPORTUNITY EMPLOYER. We do not discriminate on the basis of race, color, national origin, ancestry, citizenship status, protected veteran status, religion, physical or mental disability, marital status, sex, sexual orientation, gender identity or expression, age, or any other basis protected by law, ordinance, or regulation. By submitting your application, you agree to receive SMS messages from Cleerly recruiters throughout the interview process. Message frequency may vary. Message and data rates may apply. You can STOP messaging by sending STOP and get more help by sending HELP. For more information see our Privacy Policy (https://cleerlyhealth.com/privacy-policy). All official emails will come from @cleerlyhealth.com email accounts. #Cleerly