Role Description CAMS is on the search for a full-time, Client Success and Quality Control Manager. This position can be performed at home/virtually but MUST live in NC or SC. The Client Success & Quality Control Manager is responsible for overseeing CAMS’ client retention, customer feedback, and service recovery programs. This role serves as the central owner for customer sentiment data, ensuring feedback is acknowledged, tracked, reported, and acted on consistently to protect long-term client relationships. The position manages Client Check-Ins, Net Promoter Score (NPS) surveys, customer feedback channels, quality control of service recovery, and reporting through Vantaca and Power BI, while coordinating closely with Regional and Executive Leadership. - Own execution of annual Client Check-Ins, ensuring action items are created 120 days prior to contract dates and completed timely - Oversee NPS survey administration, distribution, follow-up, tracking and documentation - Ensure all NPS responses (Promoters, Passives, Detractors) receive timely acknowledgment, proper Vantaca documentation and appropriate outreach for issue resolution - Track and escalate overdue check-ins and follow-ups as needed - Administer onboarding, offboarding, onsite, and additional internal and external customer surveys - Ensure Passives and Detractors are addressed within required service recovery timeframes - Validate Service Recovery Plans (SRPs) for completion, quality, and documentation - Provide quality control review of customer-facing communications and notes - Maintain accurate data across Vantaca, SurveyMonkey, Excel, and Power BI - Produce monthly executive reporting on trends, risks, participation, and retention indicators - Manage customer feedback from surveys, escalations, BBB complaints, and Google reviews - Coordinate customer-related follow-ups between Community Managers, RVPs, Operations, and Executive Leadership - Manages Secretary of State registrations for all associations, SCDCA complaints, Google review administration - Assists the Customer Success team. Qualifications - Strong working knowledge of Vantaca, SurveyMonkey, Power BI, Excel, and CRM systems - Ability to analyze customer data and translate insights into actionable outcomes - Highly organized with strong follow-through in deadline-driven environments - Exceptional written communication skills, especially in sensitive service recovery situations - Professional judgment when prioritizing, escalating, and communicating across leadership levels - Create raving fans by consistently delivering more value than expected and genuinely caring about the experience you create for people. Benefits - Paid Time Off - Company Paid Holidays - Comprehensive medical, dental, and vision plans - 401(k) - Life Insurance - Short-term & Long-term Disability - Accident & Critical Illness coverage

Role Description The Strategic Accounts team at HubSpot services our highest-paying and most complex customers. This team is responsible for coordinating the post-sale customer experience, enabling customers to achieve outcomes and making the value they’re getting out of HubSpot visible as a way of driving usage, desired outcomes, retention and growth. As a Customer Success Manager (CSM) on the German Strategic Accounts team, you will work with a wide variety of primarily corporate/enterprise-sized businesses. You will be responsible for driving product adoption of existing tools, removing roadblocks, proactively managing risk, and identifying opportunities for new products and services within your book of business. You’ll work with a broad number of stakeholders, including leadership, to learn how their teams function and the challenges they face, and help set them up for long-term growth. This position is available for our Dublin or Berlin offices, or remotely/flex from Ireland or Germany. In this role, you will: - Oversee the customer experience for a portfolio of 30-40 enterprise-level, high-value accounts with the goals of retention and growth. - Build and foster deep relationships at all levels of the customer organisation, multi-tasking with customers to ensure alignment with their business goals and use cases and develop long-term partnerships. - Use strategic thinking, consultative problem solving, and deep product knowledge to help your customers achieve measurable business outcomes, new use cases and maximize their ROI with HubSpot. - Partner with multiple internal cross-functional teams (Sales, Marketing, Product, Contract Management, and HubSpot executive leadership) to develop and execute success plans that align stakeholders on growth strategies and risk mitigation. - Create and deliver Executive Business Reviews, presentations and strategic consultations to align on goals, priorities, growth opportunities, and overall business vision to support optimal adoption of the HubSpot platform. - Act as a customer advocate and focus on deep platform solutioning, by developing adoption roadmaps, identifying and removing technical and cultural adoption barriers, creating and delivering success plans with clear outcomes, aligning internal resources to support customer initiatives - all while demonstrating resilience and perseverance in the face of setbacks or slow progress. - Travel onsite to deliver strategic consulting engagements if needed, usually around 2-3 times yearly. - Demonstrate a sustained, significant, and quantifiable impact on the business in the areas of program development, team growth and/or people development. - A personal investment in helping customers succeed. Qualifications - Fluency in written and spoken German. - Experience working with large organizations (200+ employees). - Experience managing a minimum of $8-10M ARR. - A proven track record of measurably impacting customer results through creative problem-solving, strategic consulting, and change management. Experience in doing this with SaaS platforms is desired but not required. - Exceptionally strong communication and relationship-building skills, with the ability to multithread across stakeholders and deliver compelling executive-level presentations. - Comfortability with navigating change. - Project management expertise, including planning and executing strategic initiatives. - Experience with risk management, account retention, and renewal strategies. - An autonomous, proactive approach to identifying challenges and creatively solving them collaboratively. - Experience as a Senior CSM, Senior Account Management or with strategic partnerships. - Experience working with VP+ or C-suite decision-makers. - Curious and comfortable adapting to new technologies, utilizing and staying up to date with AI. Benefits - Flexible working arrangements. - Strong connections with team and peers. - In-person onboarding and events for team building. Company Description HubSpot (NYSE: HUBS) is an AI-powered customer platform with all the software, integrations, and resources customers need to connect marketing, sales, and service. HubSpot's connected platform enables businesses to grow faster by focusing on what matters most: customers. At HubSpot, bold is our baseline. Our employees around the globe move fast, stay customer-obsessed, and win together. Our culture is grounded in four commitments: Solve for the Customer, Be Bold, Learn Fast, Align, Adapt & Go!, and Deliver with HEART. These commitments shape how we work, lead, and grow. We’re building a company where people can do their best work. We focus on brilliant work, not badge swipes. By combining clarity, ownership, and trust, we create space for big thinking and meaningful progress. And we know that when our employees grow, our customers do too. Recognized globally for our award-winning culture by Comparably, Glassdoor, Fortune, and more, HubSpot is headquartered in Cambridge, MA, with employees and offices around the world.

Laundryheap is an award-winning, industry-leading startup transforming the laundry and dry cleaning industry. With services across 14+ global markets and expanding rapidly across Europe, Asia, and North America, we pride ourselves on delivering clean clothes within 24 hours, making us one of the fastest services in the business. The Role You'll lead Laundryheap's lifecycle messaging programme - owning the strategy that turns first-time customers into regulars, and regulars into subscribers. This isn't a campaign execution role. It's a leadership role with a hands-on edge, sitting at the intersection of CRM, product and data. You'll build the programme from the ground up - the strategy, the architecture, the channel mix, the testing rhythm - and you'll manage a direct report to help deliver it. You'll be accountable for repeat order rates and customer LTV across every cohort stage, and for setting the standard your team executes against. You'll directly manage a Customer Lifecycle Manager, who owns day-to-day sequence execution and optimisation across email, push, SMS and WhatsApp. What You'll Own The full retention loop: - Post-order habit sequences (1st → 2nd → 3rd+ orders) - Win-back and lapsed customer flows - Subscription upsell tracks - Behavioural nudges and lifecycle triggers - Suppression logic and CRM segmentation architecture - Channel mix across email, push notifications, SMS and WhatsApp - knowing when to use each and how they work together The metrics that matter: - Repeat order rate: 1st → 2nd, 2nd → 3rd, 3rd → 4th+ - LTV and Time to reorder by cohort - Lapsed customer recovery rate - Unsubscribe and spam rates (as guardrails) Who You Are Must-haves: - 5+ years in B2C lifecycle, retention or CRM marketing - ideally in a consumer app or marketplace - Hands-on experience building automated sequences in a behavioural CRM (Customer.io, Braze, Klaviyo or similar) - Proven experience running CRM experiments - A/B tests on sequences, timing, copy, and segmentation - and translating results into programme decisions - Experience running lifecycle programmes across more than one channel - email and push plus at least one of SMS or WhatsApp - Comfortable writing your own briefs and copy - Can read cohort data in a spreadsheet or BI tool and turn it into a testing hypothesis - Understands suppression logic, exit conditions, and sequence architecture - not just campaign sends What You Won't Be Doing - Waiting for a brief. This role writes them - Being handed a finished strategy - you'll shape it, pressure-test it, and own what gets built - Managing a large team - you'll have one direct report and a lean setup. The upside is full ownership, fast decisions, and a direct line to results that matter Work Schedule - 9-5pm, Mon-Fri - Hybrid Role If you’re a lifecycle marketing leader who thrives on owning retention strategy end-to-end, building high-impact CRM programmes from scratch, and using data and experimentation to drive repeat customer behavior across multiple channels, this is your opportunity to shape and scale customer loyalty within a fast-growing, global team at Laundryheap.

• Be the client advocate and product specialist for assigned customers. • Develop and implement scalable methods for communicating best practices to customers. • Identify at-risk accounts and take appropriate action and/or escalate as needed. • Conduct proactive outreach to anticipate customer needs, provide timely guidance, and strengthen engagement before issues arise. • Coordinate resources by identifying, updating, and organizing the necessary materials and support to ensure successful project execution. • Work with professional services, technical support, and regional sales teams to ensure smooth onboarding of new customers. • Regularly monitor customer health and communicate results with regional sales, support, and renewals teams. • Ensure positive customer experiences by proactively managing and growing customer relationships, including identifying key stakeholders. • Work closely with customers on renewal during the Customer Journey for optimal retention. • Create direct relationships with sales teams to drive expansions. • Review client requests with technical support, product management, and regional sales teams and escalate as necessary. • Schedule and conduct regular reviews with customers and communicate results. • Develop, prepare, and nurture customers for advocacy. • Be responsible for ongoing customer communication regarding introductions, announcements (e.g., upcoming features & products), and events such as user conferences and webinars.