• Lead end-to-end onboarding for new clients, ensuring a smooth and impactful start • Build and maintain strong, long-term relationships with clients (service, sales, and admin leaders) • Provide proactive support and issue resolution, managing tickets and client feedback • Monitor account health and identify growth opportunities within your accounts • Serve as the bridge between clients and product/tech teams, advocating for user needs • Conduct training sessions, best practices reviews, and usage optimization calls • Help shape how BluSynq is adopted and scaled across customers in North America • Educate clients on AI-powered capabilities, driving adoption and confidence in the tech

Role Description The Senior Director, Client Success is a high-impact leadership role responsible for the strategic retention, scalability, and revenue optimization of our most complex global accounts. You will lead a high performing team to transform traditional travel management into a strategic business lever, ensuring Reed & Mackay’s “built-for-service” technology delivers measurable ROI and unparalleled traveler experiences. - Build and maintain executive and multi-level client relationships, serving as a trusted advisor to senior stakeholders including procurement leaders, travel managers, operational leaders, and executive sponsors. - Own and drive achievement of company growth objectives by identifying expansion opportunities, generating new business leads through existing client relationships, and partnering closely with commercial and sales teams on revenue growth initiatives. - Drive the adoption of Navan’s next-gen travel and expense technology within the Reed & Mackay portfolio, ensuring a seamless digital-first, human-supported user journey. - Develop and oversee strategic travel cost management business plans for key client portfolios, ensuring alignment with client goals related to savings, traveler experience, policy compliance, and operational performance. - Lead ongoing business reviews with clients and internal leadership, with a strong focus on performance outcomes, cost efficiencies, measurable value, and return on investment (ROI). - Translate complex global travel data into actionable executive insights, using predictive analytics to consult clients on future spend optimization and sustainability goals. - Drive client compliance, retention, and revenue growth by ensuring successful execution of contractual obligations, service expectations, and strategic account plans. - Oversee commercial models and account profitability frameworks, maintaining deep knowledge of pricing structures, contractual terms, and margin optimization opportunities. - Lead the design and implementation of innovative, client-focused solutions that improve service delivery, strengthen operational processes, and enhance the overall client experience. - Champion continuous improvement and innovation across the Client Success organization by introducing scalable processes, best practices, and service enhancements. - Ensure service delivery teams consistently operate in accordance with Service Level Agreements (SLAs), client contracts, and agreed business plans, while driving accountability for performance outcomes. - Provide executive oversight for client onboarding, implementation, renewals, and strategic account transitions, ensuring seamless delivery and long-term partnership success. - Establish the organization as a thought leader in client success and travel program strategy through executive partnership, industry insights, and cross-functional leadership. - Perform additional leadership responsibilities as required to support the continued growth and success of the Client Success organization. Qualifications - 15 years in Account Management/Customer Success, with at least 5 years leading people-leaders (Managers of Managers). - Proven experience navigating the intersection of high-touch Service & SaaS/Fintech platforms. - Ability to lead teams through org transformation or M&A integration. - Experience managing multi-regional accounts (AMER, EMEA) and understanding localized travel regulations and cultural service expectations preferred. - Drive results and client focused. - Industry Experience: A background in Corporate Travel Management. - Excellent written and verbal communications. - Business, commercial acumen and professionalism. - Education: Bachelor’s degree or equivalent professional experience. Requirements - The posted pay range represents the anticipated low and high end of the compensation for this position and is subject to change based on business need. - To determine a successful candidate’s starting pay, we carefully consider a variety of factors, including primary work location, an evaluation of the candidate’s skills and experience, market demands, and internal parity. - For roles with on-target-earnings (OTE), the pay range includes both base salary and target incentive compensation. - Target incentive compensation for some roles may include a ramping draw period. Compensation is higher for those who exceed targets. - Candidates may receive more information from the recruiter. Benefits - Pay Range: $140,000 — $150,000 USD

• Identify, create, and lead efforts for delivering value to customers by understanding customer strategic outcomes, business challenges, key KPIs and providing recommendations. • Create and deliver a success roadmap that aligns with each customer's unique business goals and objectives. • Drive product adoption, education, and usage across your portfolio to deliver meaningful business outcomes that ensure all contacts are Verint evangelists. • Collaborate with customers to increase their usage and adoption of our solutions to ensure they achieve their desired outcomes. • Be an expert on assigned Verint Product Solutions to speak and demo intelligently about the value and usage of the product. • Responsible for an ongoing assessment of the business value being delivered and acknowledged by the client that can be leveraged for renewals and business growth discussions. • Identify Expansion Opportunities to drive revenue growth. • Negotiate and close renewals with existing customers. • Own working with the customers to: Increase usage and adoption, ensure retention, and create an environment of customer delight. • Evaluate the health scores of our customers using tools like Totango and assign a health score to each customer. Document the rationale for each health score assigned. • Bring intelligent product feedback and recommendations from customers back to the product team. • Advocate customer needs/issues cross-departmentally. • Manage account escalations as needed. • Act as one of the functions echoing the voice of the customer within Verint, ensuring that customer feedback and needs are effectively communicated within the organization.

Customer Success Manager (CSM) – Digital Marketing Agency Location: Remote Working Hours: US Central Time (8:30 AM – 5:30 PM CST) Salary: $3,500 – $4,500/month base + performance bonuses (OTE ~$5,000+/month) About the Company Cavenaugh is a fast-growing lead generation marketing agency helping home service businesses scale their revenue through digital marketing. Our core services include: - Facebook Advertising - Google Ads - SEO - Website Design - Social Media Management We primarily work with home service businesses generating $1M–$3M annually, including: - Electricians - Roofers - Plumbers - HVAC companies - Landscaping businesses Our team currently supports 60+ active clients, and as we continue to grow, we are hiring a Customer Success Manager to take ownership of client relationships and drive strong results. Key Responsibilities Client Relationship Management - Serve as the main point of contact for client accounts - Conduct weekly or bi-weekly strategy calls with clients - Maintain proactive communication via calls, messaging, and updates - Ensure clients clearly understand campaign performance and results Strategic Marketing Guidance - Analyze marketing performance across: - Facebook Ads - Google Ads - SEO - Translate marketing data into clear, actionable insights for clients - Provide strategic recommendations to improve campaign performance Client Success & Retention - Own client satisfaction, retention, and relationship growth - Proactively address issues and prevent churn - Identify upsell opportunities when appropriate Reporting & Performance Updates - Deliver customized performance reports to clients - Clearly explain campaign metrics and ROI - Coordinate with the fulfillment team to ensure deliverables are completed Client Advocacy - Collect client testimonials, referrals, and Google reviews - Maintain strong long-term client partnerships