Business Area: Professional Services Seniority Level: Mid-Senior level Job Description: At Cloudera, we empower people to transform complex data into clear and actionable insights. With as much data under management as the hyperscalers, we're the preferred data partner for the top companies in almost every industry. Powered by the relentless innovation of the open source community, Cloudera advances digital transformation for the world’s largest enterprises. Strategic Customer Success Manager’s (CSM’s) are charged with driving Success Plans through operating as a trusted advisor and customer advocate to drive successful outcomes for our highest profile customers. You will act as a direct liaison between Cloudera and the customer on their Cloudera journey, ensuring that all facets of the customer product adoption journey take place, planning, preparing and driving the execution of the plan in accordance with the customer agreed timeline. You will pull the customer above the line to enable them to fulfill success initiatives within their business. Acting as the customer’s trusted Cloudera advisor and advocate, CSMs manage a system of checks and balances between the company and the customer, understanding our customer’s needs, aligning the appropriate Cloudera resources (Engineering, Product Management, Support or Services). This will include assisting with critical escalation management to ensure their Cloudera interactions, business objectives and product adoption is a success. You are comfortable working across business, technical, and senior management in a customer facing role, and you are confident and articulate in communication with stakeholders. A key aspect to success in the role is persistence: forming a relationship of trust with the customer, anticipating issues, acting with agility and flexibility in the face of any situation that may arise. As a Customer Success Manager you will: - Exemplify strong customer facing skills and stakeholder management - Take ownership for the customer’s product adoption of Cloudera products and Success Plan - Have experience operating on-site with large enterprise customers - Liaise and facilitate with key internal and external stakeholders - Have clear and concise communication skills - Take an Ownership mentality over your customers and work - Be comfortable with program, project management - Demonstrate best practices and ability in managing stakeholder escalations to mutually agreeable outcomes - Develop & leverage reports, dashboards, and data to summarize customer engagements and statuses, both to internal audiences as well as back to your customers. - Analyze customer activity and data across the Cloudera organization, including from Sales, Support, Professional Services, & Training to identify trends, gaps, or issues from and communicating/actioning those to stakeholders (internal and external). We’re excited about you if you have: - Fluent English and Spanish Language Skills, Portuguese is a plus - Experience with large scale data platforms - Experience with software implementation and upgrade management - Strong technology background either in a technical or business capacity - Familiarity with project lifecycle management and the complexities around project delivery. - Understanding of data management concepts - Understanding of ITIL concepts - Experience with an RDBMS (Oracle, MySQL, Teradata, etc) - Understanding of networking concepts - Industry vertical experience including FSI, Telecommunications, Manufacturing or Government a plus - 5 or more years relevant experience. - Degree level of education with high attainment or equivalent experience in a related field. This role is not eligible for immigration sponsorship What you can expect from us: - Generous PTO Policy - Support work life balance with Unplugged Days - Flexible WFH Policy - Mental & Physical Wellness programs - Phone and Internet Reimbursement program - Access to Continued Career Development - Comprehensive Benefits and Competitive Packages - Paid Volunteer Time - Employee Resource Groups EEO/VEVRAA #LI-KB1 #LI-Remote

Benefits: - Flexible schedule - Paid time off - Training & development Success Accountability Manager QT Business Solutions · Full-Time, 40 hrs/week · $50,000 – $58,000/year · Hourly, Non-Exempt · Primarily Remote QT Business Solutions helps entrepreneurs get funded, get organized, and build successful businesses. We need a sharp, execution-focused leader to own team performance, client success, and operations accountability — someone who notices what's slipping before anyone else does. This is not a sales role. You win when your team performs, and every client gets to the finish line. WHAT YOU'LL OWN Client launches | Onboard every new client, assess their full needs, and route them to the right team member Team accountability | Track KPIs across all team members, coach on misses, and report to the founder weekly Client success | Manage the Client Success Assistant and ensure every client finishes in 6 weeks Deliverable tracking | Verify business plans, financial writing, and QuickBooks setup are completed on time Accounts receivable | Monitor payment milestones and make outbound collection calls when clients fall behind Events & brand | Represent QT at Metro Detroit events and vendor tables — including in place of the Founder YOU'RE A FIT IF YOU ARE ▸ 3–5 years in operations, client success, or performance management ▸ Obsessively organized — missed deadlines physically bother you ▸ Comfortable having direct accountability conversations ▸ Tech-savvy with dashboards, CRMs, and reporting tools ▸ Client-facing, confident, and able to represent a brand at events ▸ Available for Metro Detroit evening events as assigned Flexible work from home options available.

Aderant is a global industry leading software company providing comprehensive business management solutions for law firms and other professional services organizations with a mission to help them run a better business. We are motivated by a collective desire to drive the legal industry to the forefront of innovation. With over 2,500 clients around the world, including 95 of the top AmLaw 100 firms, we are changing the outside perception of the legal sphere; where there was once resistance to modernization, we are creating a culture that embraces new ideas and technology. At Aderant, the “A” is more than just a letter. It is a representation of how we fulfill our foundational purpose, serving our clients. It embodies our core values and reminds us that to achieve success, every day must start with the “A”. We bring the “A” to life by fostering a culture of innovation, collaboration, and personal growth. We encourage our diverse teams to bring their whole selves to work – ideas, experience, and passion – to drive our mission forward. Our people are our strength. Job Title: Client Success Manager (Product-Focused) Role Overview The Client Success Manager (CSM) is responsible for driving successful adoption and sustained value realization for a defined Aderant product family across the client base. This role is primarily operational, focused on ensuring clients effectively adopt, utilize, and operationalize Aderant’s SaaS solutions through structured 90-day adoption plans and ongoing solution expertise. The CSM serves as a trusted product advisor, proactively guiding clients to achieve outcomes that support retention and net revenue retention (NRR), while partnering cross-functionally to deliver a consistent, high-quality client experience. Key Responsibilities - Adoption-Led Client Engagement Own and execute structured 90-day adoption plans that define clear objectives, milestones, and success criteria aligned to client workflows and business needs. Drive accountability for adoption outcomes and ensure clients achieve time-to-value. - Product & Solution Expertise Act as the primary post-implementation product expert for assigned clients, providing ongoing guidance on configuration, best practices, and use cases. Serve as a long-term solution partner after adoption plans conclude. - Tiered Portfolio Management Manage a tiered book of business with direct, high-touch engagement for the top ~100 clients, while leveraging digital and AI-driven engagement models (scaled enablement, automated insights, proactive outreach) for the broader client base. - Value Demonstration & Outcome Tracking Demonstrate realized value through usage trends, utilization ratios, efficiency indicators, and qualitative outcomes. Translate product adoption into clear client-facing narratives that reinforce renewal and expansion readiness. - Proactive Risk Identification Monitor key indicators such as CSAT, adoption progress, usage patterns, and engagement signals to identify risk early. Partner with Support, Professional Services, and internal teams to address issues before they escalate. - Retention & NRR Enablement Support retention and NRR goals by ensuring adoption success and value realization. - Build relationships with client operational teams Get to know and build trusting business relationships with the operational teams within each client. This could include end-users as well as system admins. - Feedback & Continuous Improvement Contribute product and client insights into Voice of Customer (VoC) and internal feedback loops to inform roadmap priorities, enablement improvements, and experience enhancements. Required Qualifications - 3–7 years in Customer Success, Implementation, Support, or Product Consulting roles (B2B SaaS preferred) - Strong technical aptitude and ability to translate complex software into practical client outcomes - Experience driving adoption through structured plans or methodologies - Comfort working with usage data, operational metrics, and client health indicators - Proven ability to manage complex client relationships in a tiered or scaled CS model

• You combine product knowledge, sales strength, service orientation and professional communication — directly contributing to the success of our customers and our company. • During onboarding and beyond, you learn our software and its modules so well that you can reliably assign requirements, argue benefits and convey solutions. • You build trust, present confidently and turn features into real added value. • You recognize the difference between a wish and a need, find smart solutions and escalate only with clear proposals. • You master all channels — from an empathetic phone conversation to a formally correct B2B email — and document reliably.