• Du übernimmst die Verantwortung für die strategische Planung und operative Begleitung von Kundenprojekten. • Du leitest die Onboarding-Projekte neuer Kunden und erstellst Konzepte für deren CRM-Infrastruktur. • Du übersetzt die Anforderungen der Kunden in technische Briefings und delegierst die Umsetzung an unser Entwickler-Team. • Du überwachst die Ergebnisse auf Qualität und Fristen. • Du führst regelmäßige Jour-Fixe-Termine mit Kunden (via Zoom), klärst Rückfragen und schulst die Nutzer in der Anwendung der Systeme.

Role Description The Manager, Client Success Management is responsible for leading a team accountable for the end-to-end success of a scaled portfolio of clients, ensuring they realize measurable business outcomes from the Origami platform. This role is designed for a high-volume coverage model (1:25 or greater client-to-CS ratio) and emphasizes a 1:many engagement strategy, consistent adoption of platform workflows (including case management and request intake), scalable enablement, and lead generation. As a strategic leader and coach, this role ensures the team delivers a proactive, consistent client experience across onboarding, adoption, and retention and growth. This role develops repeatable success plays, uses data-driven insights to manage health across a large book of business, and partners cross-functionally to remove friction and improve the client lifecycle at scale. Responsibilities - People Leadership & Team Performance - Leads, coaches, and develops a team of Client Success Managers operating within a scaled coverage model. - Establishes performance expectations and operating rhythms that ensure consistent client impact at scale (team cadence, portfolio reviews, goal setting, and quality standards). - Mentors and enables team members through onboarding, ongoing skill development, and continuous improvement of customer success fundamentals. - Provides regular performance feedback aligned to measurable outcomes, client experience, and operational discipline. - Develops strong interlocks with Director(s), Client Success Management, and peer organizations to ensure the Origami Risk organization maintains a client centric operating model. - Client Outcomes, Adoption & Retention - Ensures the team drives adoption of contracted features and functionality to maximize ROI and platform outcomes. - Monitors usage, engagement trends, and health signals to identify risks and opportunities across the portfolio. - Provides coaching and direction on strategic business reviews, health summaries, and success plans to maintain and enhance platform performance. - Drives satisfaction improvement plans for at-risk clients, coordinating with internal stakeholders to resolve concerns. - Risk & Health Monitoring - Monitors client usage dashboards to identify early signs of disengagement and escalate concerns as needed. - Identifies routine issues and coordinates with Support to drive timely resolution. - Flags emerging risks to leadership and participates in implementing straightforward satisfaction improvement actions. - Scaled Success Strategy (1:Many + Digital CS) - Partners with Marketing and other leaders and subject matter experts within the Client Success organization to execute a 1:many strategy that drives adoption, education, and value realization across a high-volume client base (e.g., webinars, office hours, lifecycle campaigns, reusable success plans, guides, enablement toolkits). - Establishes scalable touchpoints and segmentation approaches that ensure the right clients receive the right level of support at the right time. - Partners with cross functional stakeholders to reduce one-off work and increase self-service and repeatable client programs. - Tracks and documents action items related to client goals and success plans. - Operational Excellence - Leads consistent execution of case management workflows and request intake processes, ensuring quality triage, prioritization, and client communication. - Promotes best practices for managing inbound volume in a scaled model while maintaining customer confidence and clarity. - Identifies patterns in request types, blockers, and recurring pain points; partners with Support, Strategy, and Product to improve workflows and reduce repeat friction. - Drives proactive motions to increase adoption, retention, and growth. - Cross Functional Leadership & Client Advocacy - Serves as an escalation point and internal advocate for clients, ensuring context and insights are communicated effectively to Support, Strategy, and Product teams. - Captures and synthesizes client feedback, usage data, and enhancement requests; collaborates with Product and Strategy to influence roadmap priorities and enablement investment. - Partners with Account Management leadership on renewal strategy, growth opportunities, and communication plans for key client segments. - Coordinates internal resources across departments to manage multiple client workstreams in parallel while maintaining a consistent client experience. - Industry & Product Expertise - Builds foundational knowledge of Origami modules relevant to the team’s portfolio. - Learns core concepts of the risk/insurance ecosystem or general Core workflows. - Understand typical client roles (administrators, adjusters, analysts, managers) and their goals. Qualifications - Bachelor’s Degree in Information Systems, Business Administration, or related field (or equivalent experience). - 7+ years experience in a client-facing Customer Success / Client Services role within a SaaS environment, with experience managing highly configurable platform in a regulated industry (Insurtech preferred). - 2+ years people management experience (direct leadership preferred). - Superior communication and presentation skills, with confidence in engaging C-suite stakeholders. - Strong interpersonal skills and relationship-building abilities; able to coach others in influence and conflict resolution. - Proven ability to operate successfully in a scaled / high-volume environment, balancing client outcomes with operational efficiency. - Technical aptitude and ability to guide the adoption of complex software workflows, including integrations, user readiness, and process alignment. - Ability to travel up to 25%. Benefits - Medical and Dental coverage available for employees, dependents, domestic partners, and spouses. - Paid Time Off – Flexible options plus 10 paid company holidays where available. - All full-time positions are hybrid, with many eligible to be completely remote. - Fully Paid by Origami Risk – Vision insurance, Short & Long-Term Disability Insurance, and Basic Life Insurance. - Generous family leave options—including adoption and foster care placements. - Pre-Tax Savings Accounts – Flexible Spending Account, Health Savings Account, Commuter Benefits, Dependent Care Savings Account. - Retirement Savings – 401(k) with company match up to 4%. - Employee Assistance Program (EAP) – Confidential & Free support offered to colleagues facing personal or work-related complications. - Education Assistance Program – to help colleagues pursue industry/role-specific certifications. - Wellness Benefits – reimbursement program to invest in healthy habits as well as support better colleague productivity and stress management. - Additional coverages available – Pet Insurance, Critical Illness Insurance, and Voluntary Life & AD&D coverage.

Role Description Reporting to the Director, Customer Success Management (US), the Customer Success Manager is responsible for setting and managing the strategic plan for Large customers. They will be accountable to driving the client journey to ensure clients achieve ROI on their implementation of the AlayaCare Cloud software. The Customer Success Manager is a subject matter expert on the market they operate in. Your main responsibility will be to enhance retention, adoption and foster the growth of your portfolio, which comprises AlayaCare’s most valued customers. As a strategic lead in the organization, they will be the key executive touchpoint, providing Quarterly Business Reviews and ongoing recommendations to optimize the customer lifecycle. As the key touchpoint for Enterprise organizations, the Enterprise Customer Success Manager will focus on relationship management at the corporate level, while also working with the implementation Project Manager to ensure the health and satisfaction of all customer stakeholders. What You'll Do - Define the client journey by setting expectations for key milestones and ROI set in the sales cycle. - Establish trusted advisor relationships with customer Executive team, developing an ‘influencer’ relationship, while working with internal teams to deliver a best-in-class customer experience. - Maintain and actively manage a healthy client portfolio, building toward best-in-class Net Promoter Score and Net Dollar Retention outcomes. - Provide Stakeholder updates to maintain engagement during Implementation to proactively advocate for customer concerns and mitigate identified risks. - Address any escalated customer issues with speed and urgency, coordinating internal stakeholders. - Deliver polished Quarterly Business Review presentations to clients that uncover new business uses, adoption of best practices and product roadmap updates. - Monitor and maintain customer health scoring, proactively engaging with accounts based on health indicators. - Help drive new business and reduce churn and building referenceable clients. - Drive account growth outcomes through identifying expansion plays - upsell opportunities. - Influence customer lifetime value through optimizing product adoption, customer satisfaction and overall health. Qualifications - 5+ years in a customer-facing role dealing with mid market or larger accounts in a customer success or account manager role. - 3+ years of SaaS experience or experience working with post-acute software solutions. - Proven experience managing and nurturing executive relationships with customers, including management of executive-level escalations. - Ability to anticipate needs, innovate, and flourish in a fast-paced environment. - Excellent written, oral, and presentation communication skills, with a demonstrated ability to shape narratives supported by data. - Ability to develop market-specific strategies and plans based on industry best practices (ex. Pre-sales, Consulting) to improve growth efficiency and net dollar retention. - Collaborative team player with exceptional relationship and interpersonal skills. - Contributes to a culture of transparency and accountability and has a track record of operating with high integrity and honesty. Location and Work Model This role is based remotely in the United States but may require travel to visit customers on-site, as well as occasional travel to AlayaCare offices (in Canada) or events. Benefits - Equity in a well-funded, scaling company. - Comprehensive health benefits, telemedicine, and lifestyle spending accounts. - Parental leave top-up and family support programs. Inclusive by Design We celebrate diverse perspectives and foster belonging through our DEIB initiatives. Employee-led events, summits, and social activities, both in-person and virtual, create meaningful connections across our global teams. Ready to Join Us? Apply today and be part of a company that makes a real difference in the future of home and community care. Not the right role for you? Share this posting with someone who might be a great fit. AlayaCare uses AI tools during our hiring process to support fair, consistent, and objective decision-making. Some initial screening steps may be automated to help identify qualified candidates. If your application is declined automatically, you may request a human review. We’re committed to creating a workplace where everyone belongs. If you require accommodation during the application process, please reach out to talentacquisitionteam@alayacare.com.

Job Title: Client Success Manager Location: Remote Classification: Full Time Reports To: VP of Financial Wellness Compensation: $75,000-$80,000 plus 15% yearly discretionary bonus Scheduled Hours: Monday-Friday: 8:00am-5:00pm About Us: HUB is a global insurance and employee benefits broker, providing a broad array of property, casualty, risk management, life and health, employee benefits, investment and wealth management products and services. We help businesses evaluate their risks and develop solutions tailored to their needs. We believe in empowering our employees. As a global firm, we offer employees resources in both technology and industry expertise, but we still maintain the local flavor of our offices. Our structure enables our teams to maintain their own unique, regional culture. In addition to winning the Gold Stevie Award for Employer of the Year in 2023, HUB is honored to be recognized by Forbes as one of America’s Best Large Employers in 2024. HUB also won the Insurance Business America’s 5-Star Diversity, Equity, and Inclusion Award for the past two years. Becoming a part of HUB means that you have the opportunity to thrive in a diverse, entrepreneurial, and fast-paced team environment supported by over 21,000 professionals in 600 offices across North America. About HUB Retirement & Private Wealth (RPW): We lead our communities with integrity, driven to make things better, both now and in the future. We serve, inspire, and thrive while maintaining an entrepreneurial spirit. We innovate, collaborate, and achieve success together, focused on the tomorrows for all. Mission Statement: We are a highly committed, diverse financial services organization serving hundreds of thousands of retirement plan participants, individuals, and institutions across the United States. We provide financial peace of mind and top-of-class solutions, investments, administration, and service. We are committed to the highest Ethics, Competency, Customer Service, and providing our valued clients with the best and most competent professional team. FinPath by HUB: FinPath is HUB’s proprietary total workplace wellness solution for employers of all sizes. We are built around the mission of helping employees move from financial safety to financial freedom. By reducing financial stress in the workplace, FinPath supports both individual well-being and organizational performance. Job Summary: We are seeking a Client Success Manager (CSM) to join the FinPath Team. The selected individual plays a key role in strengthening client relationships, driving employee engagement with the FinPath program, and supporting internal operations that ensure seamless delivery and client satisfaction. This role requires a balance of strategic relationship management, proactive communication, and operational excellence. Key Responsibilities: - Client Engagement - Develop, nurture, and manage strong client relationships to enhance satisfaction, increase adoption and engagement, and ensure long-term retention. - Lead the client onboarding process, ensuring smooth implementation and timely program launches. - Maintain accurate and up-to-date client information, correspondence, and activity records within the CRM system. - Generate and analyze client reports to track success metrics and identify opportunities for improvement. - Serve as the liaison between clients and internal teams, effectively documenting and communicating client requests, feedback, and priorities. - Own the client renewal process, including contract discussions, timeline tracking, and proactive communication to secure continued partnerships. - Represent FinPath at events, conferences, and client-facing functions. - Travel as needed for onsite client visits, implementation meetings, benefits fairs, and presentations. - Programmatically manage account escalations, past-due invoices, contracts, and service agreements in collaboration with internal stakeholders. - Employee Engagement - Partner with the Marketing and Client Success Teams to develop and execute strategies that increase employee participation in the FinPath program. - Coordinate webinars, virtual events, and educational sessions to boost awareness and participation among employees. - Drive participant and client engagement activities through targeted campaigns, events, and communications. - Track and analyze client database usage to monitor adoption and engagement trends, providing insights to guide outreach and growth initiatives. - Team Operations - Collaborate cross-functionally with internal departments (Marketing, Sales, Operations, etc.) to align client goals with company objectives. - Support team members in addressing and resolving client issues related to administration, operational, and service delivery. - Ensure efficient internal communication, documentation, and follow-through on all client and project-related activities. Qualifications: - Bachelor’s degree required or Equivalent Work Experience - 3–5 years of experience in client success, account management, or relationship management, preferably in financial wellness, retirement, employee benefits, or SaaS-based program environments. - Proven ability to manage multiple projects at the same time while also paying close attention to details - Ability to work and communicate with senior/executive level partners - Demonstrated ability in communicating and understanding more complex technical issues - Excellent written and oral communication skills across multiple channels (email, phone, etc.) - Ability to travel as needed Featured Benefits: At HUB International we want you to achieve an even work-life balance, and our benefits package allows you to manage your health, wellness, and financial future. HUB International will foster your learning, support your endeavors, and encourage your growth. We provide opportunities for career-driven individuals to move upward in our organization. Our successes breed your opportunity! Benefits you may enjoy working at HUB RPW: - Medical, Dental, Vision and Prescription Drug Coverage - Health Plan Reimbursement Program - Health Savings Account (HSA) - 401(k) Savings Plan - Employee Assistance Program (EAP) - Comprehensive Wellness Program - Flexible Spending Accounts (FSAs) - Life and Disability Plans - Long-Term Care - Identity Theft, Group Legal, Accident, Critical Illness, Pet Insurance and many more! - Low-Cost Loan Program and Student Loan Resources - Vacation, Holiday, Sick, and Personal Time Off - Comprehensive Onboarding - Continuing Education - Flexible Work Arrangements - Dress for Your Day Dress-Code Employee Resource Groups and Voices of HUB Employee Groups: All HUB employees have an opportunity to get personally involved in our efforts to be an inclusive company where everyone is heard, valued, respected and everyone can be their authentic selves. An easy way to get involved is to join one of our Employee Resource Groups (ERGs) or one of the Voices of HUB Employee Groups. Currently we have two ERGs: - HUB Women Network - HUB Black Inclusion Network Our Voices of HUB Groups are: - Asian Pacific Islander Voices - Hispanic Voices - HUB Young Professional Enrichment (HYPE) - Indigenous Voices - Pride Voices - Military Veterans/Military Spouses & Families Voices Employees engaged in these groups all have an interest in raising awareness at HUB supporting the three-pronged D&I Strategy: - Talent – the attraction, recruitment, and hiring of the best diverse talent; - Culture – creating a culture of Inclusion and Belonging; and - Community – having a diverse lens to the societal impact that we have in communities through volunteerism and philanthropy. Department Account Management & Service Required Experience: 2-5 years of relevant experience Required Travel: Up to 25% Required Education: Associate degree (2-year degree) HUB International Limited is an equal opportunity employer that does not discriminate on the basis of race/ethnicity, national origin, religion, age, color, sex, sexual orientation, gender identity, disability or veteran's status, or any other characteristic protected by local, state or federal laws, rules or regulations. E-Verify Program We endeavor to make this website accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact the recruiting team HUBRecruiting@hubinternational.com. This contact information is for accommodation requests only; do not use this contact information to inquire about the status of applications.