Title: Senior Director, Customer Success Location: Aurora United States Job Description: Aurora, IL (Hybrid) The Senior Director, Customer Success will define and lead Sonova's North American customer success strategy while ensuring exceptional execution across Customer Service, Technical Support, Lead Generation, and Software Support teams. This role combines strategic vision with hands-on operational leadership to deliver best-in-class customer experiences, drive operational excellence, and position Sonova as the industry leader in customer satisfaction and service delivery. Responsibilities: - Define and execute a multi-year customer success strategy aligned with business priorities, product launches, and evolving customer needs - Lead and develop a large, multi-channel organization across retail and wholesale customer support functions, fostering a high-performance, customer-centric culture - Drive operational excellence through workforce planning, capacity modeling, and daily management systems that improve productivity and service levels - Establish scalable processes and governance to ensure consistency, quality, and efficiency across all customer-facing teams - Champion resolution of high-impact customer issues, partnering cross-functionally to drive timely, effective solutions - Integrate systems and processes across Customer Service, Technical Support, and Software Support to enable seamless, end-to-end customer experiences - Develop and implement KPI frameworks to measure performance, including service levels, response times, resolution rates, and customer satisfaction - Leverage data and analytics (CRM, telephony, ERP) to identify trends, drive insights, and inform strategic decisions - Evaluate and implement new technologies, including AI-driven tools, to enhance efficiency, automation, and customer engagement - Lead change management initiatives, particularly during product launches and organizational transitions, ensuring minimal disruption to customer experience - Partner closely with Sales, Marketing, and Operations to align on customer needs, drive revenue growth, and improve retention - Manage departmental budget, ensuring cost optimization while maintaining high service standards More about you: - 15+ years of progressive Customer Support, Customer Success, or Customer Service leadership, including experience at the Director / Sr. Director level - Proven experience leading large, multi-channel teams (100+ employees), including remote or hybrid environments - Strong track record of driving transformation, operational excellence, and customer-centric strategies - Experience partnering cross-functionally with Sales, Marketing, and Operations to drive growth and retention - Deep understanding of customer service technologies (CRM, workforce management, telephony) and data-driven decision making - Demonstrated ability to balance strategic planning with hands-on execution in a fast-paced environment - Excellent leadership, communication, and influencing skills with a strong customer-first mindset A minimum of 200Mb/sec download and 10Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at Sonova Don't meet all the criteria? If you're willing to go all in and learn we'd love to hear from you! We are looking forward to receiving your application via our online job application platform. For this position only direct applications will be considered. Sonova does not recruit via app, telegram, carrier pigeon or any other format that does not include speaking with an actual human. If you are offered a job without speaking with someone please contact Sonova Human Resources What we offer: - Medical, dental and vision coverage* - Health Savings, Health Reimbursement, Flexible Spending/Dependent Care Accounts - TeleHealth options - 401k plan with company match* - Company paid life/ad&d insurance - Additional supplemental life/ad&d coverage available - Company paid Short/Long-Term Disability coverage (STD/LTD) - STD LTD Buy-ups available - Accident/Hospital Indemnity coverage - Legal/ID Theft Assistance - PTO (or sick and vacation time), floating Diversity Day, & paid holidays* - Paid parental bonding leave - Employee Assistance Program (24/7 mental health support hotline, 5 company paid counseling sessions and more) - Robust Internal Career Growth opportunities - Tuition reimbursement - Hearing aid discount for employees and family - Internal social recognition platform - Plan rules/offerings dependent upon group Company/location. This role's pay range is between: $154,000 - $220,000. This role is also bonus eligible. How we work: At Sonova, we prioritize the well-being of our employees and foster an inclusive environment that promotes engagement and collaboration. Our team-customized hybrid work model empowers teams to balance individual needs with business goals, offering flexibility and individualized time management. We recognize the importance of life outside of work and strive to create a supportive and motivating workplace where innovation thrives. Sonova is an equal opportunity employer. We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate's ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.

Title: Lead Account Management and Customer Success Benelux Location: Amsterdam United States Job Description: Personio's intelligent HR platform helps small and medium-sized organizations unlock the power of people by making complicated, time-consuming tasks simple and efficient. Our team of 1,500 Personios is building user-friendly products that delight our 15,000+ customers and their 1.5 million employees. Ready to make an impact from day one? This role requires 3 days per week in the office and is based in Amsterdam. As Lead Account Management and Customer Success for Benelux, you will lead and grow a high performing team of Account Managers and Customer Success Managers, owning both commercial performance and customer outcomes across a portfolio of strategic SaaS customers. You bring strong people leadership, outstanding commercial judgement, and numerical excellence. You will commit to a monthly Net Revenue quota and deliver it through renewals, expansion, and disciplined risk management, while ensuring customers adopt successfully and realise measurable value. This is a leadership role for someone who can align account management and customer success into one joined up lifecycle motion, with clear accountability and an exceptional customer experience. Role Responsibilities: What you'll do - People leadership: lead, coach, and develop Account Managers and Customer Success Managers, creating a culture of clarity, ownership, and high standards - Net revenue performance: own Net Revenue performance by committing to and delivering a monthly NR quota through renewals and expansion, supported by rigorous forecasting and pipeline discipline - AM/CS operating model: define and run the operating model for how Account Management and Customer Success work together across onboarding, adoption, renewal, and expansion, with crisp handovers and role clarity - Execution cadence: establish a scalable team cadence including weekly forecast reviews, renewal and expansion pipeline sessions, account reviews, and quarterly business reviews - Customer health & Key accounts: Oversee customer health and churn risk, ensure success plans translate into measurable outcomes and renewal confidence, and act as executive sponsor for key accounts with senior stakeholders. - Cross-functional & data-driven improvement: partner with Sales, Product, Support, and RevOps to remove friction and improve the customer experience, while tracking and improving core metrics (NR attainment, renewal rate, expansion rate, NRR, forecast accuracy, adoption, customer health). Role Requirements: What you need to succeed - Leadership experience: ~ 3 years of leadership experience, with a proven record leading customer facing teams in SaaS, ideally spanning both Account Management and Customer Success or closely connected functions - Commercial & negotiation skills: Strong commercial capability with demonstrated success in renewals and expansion, including negotiation, value based selling, and handling complex commercial cycles - Forecasting & numerical excellence: Numerical excellence and confidence working with targets, forecasting, reporting, and performance management, translating insight into action and accountability - Quota-carrying mindset: A quota carrying mindset and the ability to commit to a monthly NR quota and deliver through structured execution - Strategic customer management: Experience managing strategic customers in multi stakeholder environments, with credible executive communication and stakeholder management - Operational rigor & regional fit: ability to build repeatable playbooks, cadences, and processes that create predictable outcomes; experience working with customers in the Benelux region, with fluent English required; Dutch is a strong advantage - AI & Innovation Mindset: forward-thinking existing business leader with a genuine interest in applied AI and continuous improvement Why Personio Personio is an equal opportunities employer, committed to building an integrative culture where everyone feels welcomed and supported. We embrace uniqueness and understand that our diverse, values-driven culture makes us stronger. We are proud to have an inclusive workplace environment that will foster your development no matter your gender, civil status, family status, sexual orientation, religion, age, disability, education level, or race. At Personio, we value in-person collaboration while also offering flexibility. This role is office-based, with 3 days per week required in your contracted office location. The remaining days can be worked from home or in the office if you prefer. In addition, you'll have 20 Flex Days per year to work remotely from other locations. Aside from our people, culture, and mission, check out some of the other benefits that make Personio a great place to work: - Receive a competitive reward package - reevaluated each year - that includes salary, benefits, and pre-IPO equity - Enjoy 28 days of paid vacation, plus an additional day after 2 and 4 years - Make an impact on the environment and society with 1 (fully paid) Impact Day - Receive generous family leave, child support, mental health support, and sabbatical opportunities - We enjoy gathering for meals, cultural initiatives, and events like local Summer Sessions and year-end celebrations. There's also healthy snacks, drinks, and a weekly catered lunch

• Clean, organize, and maintain large data sets to ensure consistency and accuracy across platforms. • Use advanced Excel functions to analyze and format data for reporting and imports. • Identify data trends, errors, and gaps, and work proactively to resolve issues. • Generate weekly/monthly reports and dashboards to support sales, marketing, and operations teams. • Work within Insellerate or similar CRM systems to update records, manage workflows, and ensure campaign accuracy. • Assist with importing and exporting data, list segmentation, and tag management across CRM tools. • Support automation logic and campaign setup in tools like Go High Level, HubSpot, Salesforce, or Follow Up Boss. • Troubleshoot CRM issues and ensure CRM data aligns with compliance and business needs. • Collaborate with marketing, operations, and sales teams to meet data needs and support campaign execution. • Ensure data integrity and alignment between CRM, email marketing platforms, and analytics tools.

At First Advantage (Nasdaq: FA), people are at the heart of everything we do. From our customers and partners to our greatest advantage — our team members. Operating with empathy and compassion, First Advantage fosters a global inclusive workforce devoted to the diverse voices that make up our talent and products. Our team members empower each other to be their authentic selves and treat all with respect, integrity, and fairness. Say hello to a rewarding career and come join a leading provider of mission-critical background screening solutions to some of the most recognized Fortune 100 and Global 500 brands. What You'll Do: Our Sr. Customer Success Partner is a member of the Account Management Team. This is a consultative sales and Enterprise level account management position to grow revenue in the most strategic accounts through sales of First Advantage products and solutions within a small number of named accounts under the Transportation Vertical. It is anticipated that you will insure and grow this revenue stream via the development and ongoing maintenance of a strategic account plan and the definition of the strategic deployment of resources required to drive the penetration of FA solutions through the enterprise within your assigned accounts, and to maintain the base revenue that is already present in those accounts. Coordinates with client, operations management and technology to ensure service levels are being maintained. While the role is 100% remote there will be up to 25% travel as needed for client needs. Individual must be located in the United States. Responsibilities: Program Management - Develop clear and thorough sales account plans detailing all relevant information about customers, their industries, and their specific RISK history. Track revenue trends and sales opportunities and analyze competitive threats. Meet or exceed monthly and annual revenue objectives within a defined list of named accounts. - Identify additional products or solutions FA can provide. - Identify required cross functional resources needed to maximize revenue opportunities and penetrate market with FA products and solutions. - Transportation knowledge of State and Federal Guidelines a plus (DOT, FMCSA, etc.) - Will be working with in the Transportation industry a plus (Driver Qualification knowledge a plus) Excellent organizational, analytical, problem-analysis, and problem-solving skills. - Clearly demonstrate your understanding of First Advantage pricing, administrative procedures, and organization to effectively articulate First Advantage benefits in a manner meaningful to a customer, as well as answer client’s questions or implement solutions in a timely fashion. Maintain a current understanding of First Advantage competitor’s offerings (i.e., price, product, service, or solution) so that you can effectively sell the advantages of First Advantage over those offered by its competitors. - Prepare and deliver quarterly and annual client business reviews. - Document and manage all action/project plans for assigned client base. - Analyze trends and make recommendations on potential changes to customer programs. Intervene as required to ensure customer satisfaction. Provide solutions to business problems analyzing root causes to issues and bring resolution to the issues. - Update and maintain knowledge of all aspects of customers’ background screening and/or occupational health programs including scopes of work, account and package configurations, pricing, handling procedures, and adjudication matrices. - Constantly seek, share, and implement best practices. - Establish and maintain excellent customer relationships at all levels to provide superior service and solutions. Manage customers with clear communication and needs analysis. Provide internal leadership in a heavily matrixed environment managing several cross functional resources. - Partner with internal account team to review program performance. Administrative - Manage customer contractual documentation to include MSAs, Schedule As, Statements of Work, SLAs, and SOPs. Manage contract renewals and proposal responses to RFPs. Develop and deliver unsolicited renewal proposals with clearly articulated value propositions to the customers. - Manage monitoring and reporting programs for customers. - Perform other duties as assigned What You May Need to be Successful: - Bachelor's degree or equivalent work experience. - 7-10 years proven experience and track record in sales account management, managing complex solutions and products for strategic National and or Global accounts with C-level relationship experience. - Proficiency with MS Office applications including Word, PowerPoint, and Excel. - Strong oral and written communication, and interpersonal skills. - Outstanding multi-tasking and time-management abilities. - Excellent organizational, analytical, problem analysis and problem-solving skills - Demonstrated networking capabilities, exhibiting a professional demeanor and business maturity - 40-50 hour work week with additional hours as customers, situations and projects require. Preferred: - 3 years of virtual work experience - Work experience in the professional sales environment is desirable - Experience Transportation knowledge of State and Federal Guidelines a plus (DOT, FMCSA, etc.) Why First Advantage is Your Next Big Career Move: First Advantage is going through a technology transformation! We are looking for experts who are excited to work with advanced technologies and provide best-in-class user experience, drive the development and deployment of scalable solutions, and smoothly guide our agile teams and clients through meaningful changes as we continue to expand our impact. Additional benefits offered to our eligible people include: - Ability to work remotely with occasional business travel. - Medical, Vision, Dental, and supplementary benefit plans - 401k with an employer match, and an Employee Stock Purchase Plan (ESPP) - Competitive and flexible Paid Time Off (PTO) and 9 paid company holidays - Access to tech and growth opportunities, and leaders who want you to succeed! What Are You Waiting For? Apply Today! You have learned a little about us today – we want to learn about you! If you think this position and our company are a great fit for your areas of interest and expertise, tell us about you by applying now! The salary range for this position is approximately $90-110K base annually. This range reflects our good faith estimate to pay fairly as to what our ideal candidates are likely to expect, and we tailor our offers within the range based on the selected candidate’s experience, industry knowledge, technical and communication skills, and other factors that may prove relevant during the interview process.United States Equal Opportunity Employment: First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all of our candidates, employees, and clients, and place great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other area protected by applicable law.