• Develop and execute comprehensive customer success plans for a portfolio of strategic accounts, aligning with their business objectives and our product roadmap. • Proactively identify and mitigate risks to customer satisfaction and retention, escalating issues as necessary and driving timely resolution. • Conduct regular business reviews with customers, presenting value realization, identifying new opportunities, and providing strategic recommendations. • Act as a trusted advisor, understanding customer challenges and advocating for their needs internally to product, support, and sales teams. • Drive product adoption and utilization by providing best practices, training, and support, and identifying opportunities for upselling and cross-selling. • Collaborate closely with sales teams to ensure smooth customer onboarding and account transitions, and to identify expansion opportunities. • Contribute to the continuous improvement of customer success processes, tools, and best practices within the organization. • Mentor and guide junior Customer Success Managers as needed.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description We’re looking for a relationship driven Customer Success Manager to support a portfolio of Midmarket or Enterprise customers. In this role, you’ll become a trusted advisor, driving adoption, value, and customer satisfaction. You’ll collaborate closely with Account Management to identify expansion opportunities and ensure customer satisfaction. The Opportunity - Build strong, multi-threaded relationships with customer stakeholders - Lead executive business reviews and create tailored success plans - Drive platform adoption and customer engagement through consultative guidance - Monitor usage, identify risks, and execute mitigation strategies - Collaborate with Account Managers to support renewal and growth motions - Partner cross-functionally with Product, Support, Sales, and Operations - Surface customer feedback and advocate for platform and process improvements - Foster customer advocacy through exceptional experiences Success Looks Like - Strong, trusted customer relationships - Increased adoption and value realization - Early risk identification and effective mitigation - High-quality strategic reviews and success plans - Strong partnership with Account Managers on renewals and expansion - Accurate account health insights and CRM updates - Positive customer sentiment and advocacy Qualifications - 2+ years in Customer Success or Account Management with midmarket/enterprise clients (HR tech, SaaS, or related fields preferred) - Experience managing complex, multistakeholder accounts - Proficiency with Microsoft Office and CRM tools; quick learner of new technologies - Strong organization and time management in a fast-paced remote environment - Excellent written and verbal communication - Confident presenting to and influencing VP and C-Suite stakeholders - Customer-centric, proactive, and highly self-motivated Benefits - Stay healthy and happy with our comprehensive medical, dental and vision plans. - You can also choose from FSA or HSA options to suit your needs. - Save for your future with our 401K plan that matches your contributions. - Enjoy paid leave for various life events, such as sickness, disability, or parenthood. - Own a piece of the company with our #Allin Shares Program. - This is a fully remote position. Perks - Take a break from work with our unlimited PTO policy to refresh and recharge. - Company paid holidays, birthday day off, closed 4th of July week and December holiday week, half day summer Fridays and half day first Fridays, and 8 hours of volunteer time. - Earn extra cash by referring qualified candidates to join our team. - Access professional and personal support through our employee assistance program. - Work from anywhere with our remote work environment that fosters collaboration and creativity. - Join a fun and energetic team that values your suggestions and new ideas. - Receive a competitive salary and meaningful opportunities for growth. Learning and Development - Onboarding: Learn the basics of your role, the company culture, and the expectations from your manager and team. Get familiar with the tools, systems, and processes that you will use in your daily work. Receive feedback and guidance from your mentor and peers. - Manager training: Develop the skills and competencies to lead, motivate, and empower your team. Learn how to communicate effectively, delegate tasks, set goals, provide feedback, and resolve conflicts. Enhance your emotional intelligence, coaching, and mentoring abilities. - Leadership training: Grow your leadership potential and influence within the organization. Learn how to inspire and align others with the company vision, mission, and values. Strengthen your strategic thinking, decision making, and problem-solving skills. Expand your network and collaboration with other leaders across functions and levels. - Industry training: Stay updated on the latest trends, best practices, and innovations in the Employee Relations industry. Gain insights from experts and thought leaders in the field. Apply your learning to improve your performance, quality, and efficiency.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Senior Manager of Implementation oversees the successful delivery of complex client onboarding and implementation initiatives. This role manages a team of implementation specialists and managers, ensures operational excellence, and partners closely with cross-functional leaders to deliver high-quality solutions that meet client needs. The Senior Manager provides strategic direction, drives process improvements, and ensures that implementation projects are delivered on time, within scope, and aligned with organizational standards. Qualifications - Bachelor’s degree in Business, Information Systems, Engineering, or related field, or equivalent work experience - 4–6+ years of experience in implementation, project management, client onboarding, or a related field - 3–5+ years of people management experience, leading implementation or project teams - Proven track record managing large-scale, complex, multi-workstream projects - Strong communication, leadership, and stakeholder management skills - Proficiency with project management tools (e.g., ServiceDesk Plus, Jira, Smartsheet, Trello, MS Project) Requirements - Experience in SaaS, technology, healthcare, fintech, or professional services - PMP, CSM, Prosci, or other project/change management certifications - Experience with technical integrations, APIs, SSO, and data migration - Background in scaling teams or building new implementation frameworks Benefits - Comprehensive paid training - Medical, dental, and vision insurance - HSA and FSA available - 401(k) with company match - Paid Wellness Time and Holidays - Employer paid life insurance and long-term disability - Internal growth opportunities

Overview As a Customer Success Renewals Manager at TierPoint, you'll own the renewal experience for a portfolio of approximately ~500 customer accounts across the United States. You'll spend 70% of your time conducting consultative renewal reviews with customers who opt in for contract assessments, working alongside Solutions Engineers to help them optimize their data center, security, and managed services investments. The remaining 30% of your time, you'll contribute to email campaigns and digital outreach that drive customer opt-ins. This is a revenue-generating role with quota and variable compensation tied directly to Gross Revenue Retention (GRR). Responsibilities - Lead consultative renewal review meetings with customers, helping them understand their contracts and optimize for the next cycle - Partner with Solutions Engineering on complex technical renewals, expansion conversations, and risk escalation - Manage approximately 165 renewals annually, converting opt-ins into successful renewals - Consult on contract optimization by reviewing usage, identifying rightsizing opportunities, and ensuring maximum value - Contribute to scaled email campaigns that drive customer opt-ins for renewal reviews - Track opt-in rates, renewal conversion, GRR performance, and campaign effectiveness - Navigate pricing discussions, contract terms, and renewal objections with confidence - Identify expansion opportunities and orchestrate internal resources to pursue them What Success Looks Like - Gross Revenue Retention: You consistently hit or exceed GRR targets through consultative engagement and strategic contract optimization - Opt-In Conversion: You convert opt-ins into productive conversations that drive retention - Customer Confidence: Customers leave renewal meetings feeling informed and valued, seeing you as a trusted advisor - Campaign Contribution: You actively improve email campaigns and outreach strategies, helping optimize opt-in rates - Smart Orchestration: You know when to involve others, delegating non-renewal issues to the right teams so you stay focused on retention Qualifications - Bachelor's Degree (or equivalent work experience) - 2+ years in renewals, account management, or customer success in B2B technology services or SaaS - Proven track record of hitting retention or renewal targets - Consultative sales or customer engagement experience leading conversations about contracts, pricing, and value - Financial and contract literacy to review agreements, understand pricing, and discuss terms confidently - Strong analytical skills using data to prioritize, identify risk, and measure impact - Excellent communication skills for explaining complex terms and building trust with customers - Experience with Salesforce or similar CRM platforms - Collaborative mindset working across Solutions Engineering, sales, and support teams - Proficiency in MS Office Suite and Windows-based applications Preferred Experience - Experience in data center, managed services, infrastructure, or IT security industries - Familiarity with HubSpot or marketing automation platforms - Familiarity with ServiceNow or similar ITSM platforms - Technical aptitude or curiosity about infrastructure, cloud, and enterprise IT environments Working Conditions - Home or Office based depending on location - Travel to corporate, regional markets, and opportunity specific travel, as required Pay TransparencyTierPoint is committed to practices that promote pay equity and transparency. We provide a compensation range for roles that may be hired in locations with pay transparency law requirements. It’s important to note the pay range may be narrower than displayed, as various factors are used to determine the offered compensation package including skill set, level of experience, geographic locations, and other relevant factors- i.e. budgetary requirements. Pay Range $83,000.00 - $133,000.00 #LI-CG1 #LI-Remote