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

Overview About the Role & Team IDC is seeking a Senior Customer Success Manager to join our team. In this role, you will manage a few of our premier clients in close partnership with a Sales Account Director. As the primary point of contact post-sale, you will lead client engagement, ensuring a seamless experience and measurable value from IDC’s services. You will also serve as the bridge between the client and IDC's internal teams, feeding critical insights back to Sales and Analysts to deepen engagement and identify opportunities for growth and expansion. What You’ll Do - Client Relationship Management: Build and sustain trusted, long-term partnerships with clients by serving as a strategic advisor. Navigate complex organizations to expand IDC’s reach, engage senior stakeholders, and ensure expectations are consistently met in collaboration with digital support, onboarding teams, and through the entire client lifecycle. - Onboarding and Training: Guide new clients through a structured onboarding journey in partnership with IDC’s onboarding team, ensuring they are fully enabled, effectively trained, and aligned to clear success outcomes from the start. - Customer Advocacy: Represent the customer’s perspective internally by capturing feedback and collaborating with product, research, and services teams to shape enhancements that strengthen client value. - Proactive Support: Monitor client engagement and usage trends to anticipate challenges, address risks before they escalate, and align IDC resources to client priorities in ways that unlock measurable value. - Renewals and Expansion: Partner with Sales Account Directors on renewal cycles, supporting with success planning, documented client maps, and ROI demonstration. Ensure key contacts and stakeholders are identified, engaged, and aligned to IDC’s value, while collaborating with Sales to uncover and shape expansion opportunities. What You Bring - Minimum of 5 years of experience in customer success, account management, or a related field, preferably in the IT industry - Bachelor’s Degree is preferred or equivalent experience - Customer Understanding: Ability to understand key customer personas and needs from IT Suppliers. Having worked with large enterprise clients in the past required. - Communication: Excellent verbal and written communication skills, with the ability to build rapport and trust with clients and internal stakeholders - Problem-Solving: Strong analytical and problem-solving skills, with a proactive approach to identifying and addressing client needs. Always putting the client first. - Team Player: Ability to work collaboratively with cross-functional teams, including sales, product development, and support - Knowledge of Salesforce and Microsoft 365 - Knowledge of tools like Gainsight or ChurnZero is preferred - Must be able to travel within U.S. to visit key customers (20% travel) Why This Role Stands Out At IDC, your work helps shape how the world understands technology and where it goes next. You collaborate with curious, high-caliber colleagues who value rigor, integrity, and shared success. As the premier global provider of trusted technology intelligence, IDC equips business and technology leaders with the evidence they need to make confident decisions. Our insights inform strategy, investment, and innovation across industries and regions. Recognized by IIAR as Analyst Firm of the Year for five consecutive years, IDC sets the standard for credibility and impact. With more than 1,000 analysts worldwide and a truly global perspective, we combine deep expertise with practical relevance. Here, your ideas matter, your voice is heard, and your contributions provide the insights leaders rely on every day. It is meaningful work, backed by a culture that supports growth, collaboration, and long-term career development with a globally respected brand. What We Offer - 15 vacation days (prorated based on start date) - 12 company-paid holidays - 6 paid sick days (prorated based on start date; may vary by state) - Medical, dental, and vision coverage - 2 floating holidays (prorated based on start date) - 1 volunteer day - 401(k) company match (IDC matches 3% on the first 6% of employee contributions) - Company-paid short-term disability - Company-paid life insurance - Company-paid parental leave Compensation Transparency At IDC, we are committed to fair and equitable pay practices. Employees are compensated equitably for their work, aligned with their skills and experience. Salary and incentive structures are determined through a rigorous process that considers experience, education, certifications, role-specific requirements, internal equity, and verified U.S. market data from an independent third-party partner. The expected base salary is between $80,000-$84,000 with a total compensation between $100,000 - $105,000. Equal Opportunity Employer IDC is committed to providing equal employment opportunities for all qualified persons. Employment eligibility verification required. We participate in E-Verify. #LI-HR1 #LI-Remote