This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Customer Success Manager (CSM) is the primary point of contact for a portfolio of TeamBuilder customers, ensuring they achieve measurable value and ROI from our platform. The CSM owns the customer success relationship from onboarding through renewal, providing advisory support during implementation to align with success goals and delivering hands-on “how-to” platform training and operating model playbook sessions to drive adoption. Post-go-live, the CSM proactively manages account health, conducts QBRs, and champions customer satisfaction, retention, and growth. This role is highly customer-facing and requires expertise in relationship management, training, change management, data analysis, and operational execution. The CSM partners closely with Sales, Implementation, Product, and Support teams. ***This role is FULLY REMOTE, though you MUST reside within the United States and be legally authorized to work in the United States. Key Responsibilities - Customer Relationship Management & Engagement - Serve as the trusted advisor and main point of contact for assigned customer accounts (Enterprise, SMB, Partner), building strong relationships with medical group leaders, clinical leaders, practice managers, and administrators. - Lead regular check-ins, business reviews (QBRs), and data-driven discussions to ensure customers are achieving their goals and realizing value from TeamBuilder. - Proactively identify risks, address challenges, and surface opportunities for upsell, expansion, or improved adoption. - Training & Enablement - Engage early in the customer lifecycle, partnering with Implementation teams to ensure successful onboarding and adoption that lead to ROI, goals achievement, and customer satisfaction. - Partner with Implementation Analysts to lead and deliver in-person and virtual training sessions for super users, managers, and frontline staff during implementation, tailoring content to customer needs and practice realities. - Develop and maintain training materials, user guides, and best practices to support ongoing customer education and enablement. - Support change management efforts with managers and schedulers, helping practice managers and staff transition from legacy processes to TeamBuilder’s digital platform. - Support change management efforts with leadership, embedding the TeamBuilder Operating Model playbook in the early phases of Implementation and supporting adoption of it throughout the customer lifecycle. - Customer Success & Value Realization - Monitor customer health metrics, usage data, and feedback to ensure customers are on track to achieve desired outcomes. - Monitor customer platform Insights data to identify trends and interesting dynamics that can lead to value creation. - Collaborate with Product and Support teams to resolve issues, advocate for customer needs, and share insights for product improvement. - Drive customer retention and satisfaction by ensuring customers are fully utilizing TeamBuilder’s features and realizing measurable ROI. - Facilitate customer feedback sessions and contribute to the continuous improvement of onboarding, training, and support processes. - Operational Excellence & Team Collaboration - Maintain accurate records of customer interactions, account status, and key activities in CRM and Project Management platforms (e.g., Asana). - Contribute to the development and refinement of customer success playbooks, onboarding processes, and training programs. - Participate in cross-functional projects to improve the customer journey and scale TeamBuilder’s customer success operations. Qualifications - Experience in customer success, account management, or implementation roles within healthcare SaaS or healthtech environments (ambulatory experience and interaction with Practice Managers strongly preferred). - Proven ability to build relationships with healthcare leaders, practice managers, and frontline staff. - Hands-on experience designing and delivering training programs for diverse audiences. - Strong project management, organizational, and communication skills. - Comfort with data analysis, customer health metrics, and driving process improvement. - Willingness and ability to travel for in-person training and customer engagements as needed. Benefits - Competitive compensation including paid time off, medical benefits, 401k matching and the potential for performance bonus and/or equity. - Collaborative, engaging, mission-driven culture that values innovation and prioritizes customer success.

• Serve as the primary partner for a portfolio of SMB clients, driving adoption, retention, and measurable business outcomes. • Analyze client performance data and deliver strategic recommendations tied to digital marketing, engagement, and campaign execution. • Lead onboarding, quarterly reviews, and ongoing success planning while collaborating cross-functionally to resolve issues and elevate client experience. • Serve as a strategic partner for ~40 mid-market and enterprise customers, acting as their primary point of contact and trusted advisor. • Drive revenue growth by helping clients optimize email, SMS, and loyalty program performance using the Springbig platform. • Collaborate with clients to develop customized marketing strategies aligned with their business objectives and audience behavior. • Transform workflows by introducing AI-driven solutions and smarter systems that enhance campaign efficiency and analytics. • Build strong, long-term relationships with stakeholders, ensuring alignment between client and Springbig goals. • Provide consultative support across technical and non-technical teams, helping customers maximize platform value and ROI. • Champion customer feedback internally, working cross-functionally to improve platform experience and overall satisfaction. • Contribute to a positive, collaborative team culture rooted in empathy, innovation, and accountability.

• Hire, coach, and develop a team of Partner CSMs who consistently deliver customer value, operational excellence, and strong partner relationships. • Model and foster a culture of customer obsession, accountability, and cross-functional collaboration. • Build onboarding and enablement programs that ramp new hires to proficiency and prepare the team for ongoing growth. • Take strategic ownership of partner lifecycle management — from onboarding and enablement to adoption, advocacy, and long-term retention. • Identify problems proactively and drive solutions to completion rather than escalating — demonstrating strong judgment, resilience, and creative problem-solving. • Develop scalable, repeatable processes that empower partners to deliver successful customer outcomes at high velocity. • Use data to identify opportunities, risks, patterns, and insights — and translate those into action plans for your team and partners. • Define and track key business metrics (e.g., partner activation, customer adoption, renewal health), making data-backed decisions without needing direction. • Operate effectively at multiple altitudes: deep in tactical details when needed while maintaining ownership of the broader strategy. • Partner closely with Revenue Operations, Partnerships, Sales, Product, Marketing, and Support to improve the Partner CS experience and product fit. • Rally teams around shared goals, aligning efforts to drive meaningful impact for partners and customers. • Represent the voice of the partner and their customers across internal forums, influencing product roadmap and GTM strategy. • Guide your team and partners in effectively leveraging Vanta as the foundation of a modern GRC program.

• Lead & Develop a High-Performing Team • Diagnose challenges across the strategic customer segment and proactively design solutions, not just escalate them. • Define and evolve Vanta’s upmarket success motion — including onboarding methodology, strategic planning, risk identification, and value realization. • Use data to understand portfolio health, forecast risks, and drive prioritization for your team. • Advise CSMs and customers on complex frameworks, risk programs, and best practices. • Collaborate deeply with Sales, Account Management, Product, and Marketing to drive alignment around customer needs and business priorities. • Guide your team through complex escalations with clarity, steadiness, and principled decision-making. • Engage strategically with customers, including onsite engagements and executive business reviews.