• Design and operationalize a scaled CS engine using automation and AI tooling to deliver value across a large portfolio • Build and run one-to-many programs (webinars, office hours, enablement series, lifecycle campaigns), converting repeatable plays into automated workflows • Evaluate, source, and implement tooling that increases customer coverage, engagement, and expansion efficiency • Own gross retention and expansion across ~150–200 accounts, maintaining strong forecasting discipline and renewal rigor • Identify and execute expansion opportunities, building relationships with both technical buyers (web performance leads, mobile leads, SREs, Frontend Leads, VPs Eng) and executive sponsors (CTOs, CPOs) • Be a product and performance expert, serving as a subject matter expert in user-focused observability (mobile and web RUM, synthetic monitoring, and digital performance optimization) • Collaborate cross-functionally with Sales, Solutions Engineers, Marketing, and Product to drive retention, expansion, and customer advocacy

• Lead employer partner implementations and onboarding from kickoff through go live • Manage timelines, milestones, owners, risks, and action tracking across workstreams • Coordinate cross functional readiness across teams including operations, clinical, billing, support, credentialing/network, analytics, and marketing/comms • Ensure launch materials and onboarding assets are complete, aligned, and partner ready (e.g., landing pages, comms guides, content hubs, key links) • Facilitate meetings, document decisions, and keep internal and external stakeholders aligned on scope and expectations • Monitor early performance signals and manage launch related issues or escalations • Serve as the primary relationship owner for a portfolio of employer partners • Lead recurring partner cadence, including meeting prep, agendas, recaps, and action follow through • Manage escalations, reporting requests, and cross functional coordination to ensure timely resolution and clear communication • Partner with internal teams and external stakeholders (employers, consultants, carriers) to support ongoing account needs • Identify opportunities to improve engagement, utilization, and partner experience • Support strategic account initiatives such as engagement campaigns, webinars, benefit season planning, and analytics driven storytelling

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This role is for a Customer Success leader who wants to reinvent how scaled CS works using automation and AI. You’ll own a high-potential portfolio of 150–200 accounts, but more importantly, you’ll design the systems that allow one CSM to deliver impact at 10x leverage. - Design and operationalize a scaled CS engine using automation and AI tooling to deliver value across a large portfolio - Build and run one-to-many programs (webinars, office hours, enablement series, lifecycle campaigns), converting repeatable plays into automated workflows - Evaluate, source, and implement tooling that increases customer coverage, engagement, and expansion efficiency - Own gross retention and expansion across ~150–200 accounts, maintaining strong forecasting discipline and renewal rigor - Identify and execute expansion opportunities, building relationships with both technical buyers (web performance leads, mobile leads, SREs, Frontend Leads, VPs Eng) and executive sponsors (CTOs, CPOs) - Be a product and performance expert, serving as a subject matter expert in user-focused observability (mobile and web RUM, synthetic monitoring, and digital performance optimization) - Collaborate cross-functionally with Sales, Solutions Engineers, Marketing, and Product to drive retention, expansion, and customer advocacy Qualifications - 5+ years in Customer Success, Consulting, or Account Management - Proven ability to manage a large book of business and drive expansion through CS-led motion - Proven experience designing scalable CS programs using automation and AI tools (or a strong desire and track record of adopting emerging AI workflows) - Strong one-to-many communication skills, including experience using automation and scalable programs to deliver value - Comfort articulating both technical and business value to senior technical and executive stakeholders - Experience supporting developer-focused products (SDKs, integrations, APIs, observability platforms) - Background in web performance, RUM, APM, or observability and experience supporting web, frontend, platform, or digital experience teams - Able to operate with imperfect structure and build scalable processes from scratch Requirements - In the United States, the OTE annual compensation range for this role is $130,000 - $160,000. Actual compensation may vary based on level, experience, and skillset as assessed in the interview process. - Benefits include equity and other benefits as detailed on our careers page. - Though Embrace is a remote company, gathering is essential to our culture for collaboration and connection. - We like to ensure that all of our team members have the ability to travel so that they can attend occasional company events (like our annual company trip!), working sessions, or conferences with other team members. Benefits - Equity and other benefits as detailed on our careers page - Opportunity to attend occasional company events, working sessions, or conferences Company Description As the only user-focused observability solution built on OpenTelemetry, Embrace delivers crucial insights across both DevOps, web and mobile teams to illuminate real customer impact – not just server impact – to deliver the best app experiences. Customers like The New York Times, Ford, Marriott, Home Depot, and Cameo love Embrace’s observability platform because it makes extremely complicated and voluminous data actionable. Our cultural values highlight how we seek to improve as individuals, team members, and a company each and every day.

- Conduct consistent outreach to referral partners through email and phone, strengthening relationships and keeping Recover top-of-mind as a trusted treatment partner - Manage referral pipelines in our CRM, tracking outreach activity, partner engagement, and referral flow to ensure efficiency and accountability - Provide timely updates to referral partners to build trust and transparency - Maintain reporting calendars and coordinate with clinical and intake teams to deliver accurate, on-time reports - Identify gaps in referral relationships or communication, and work proactively with the Head of Partnerships to strengthen processes and outcomes