Role Description We are seeking a high-performing Customer Success Manager to elevate the client experience across our behavioral health and recovery programs. This role is designed for someone who understands structured client journeys, proactive engagement, and outcome-driven support. You will own the client experience from onboarding through program completion, ensuring individuals remain engaged, supported, and progressing through care. While this is a healthcare environment, the mindset required is similar to high-growth Customer Success in SaaS: ownership, retention focus, proactive engagement, and measurable outcomes. - Own the full client lifecycle from onboarding through discharge - Drive engagement, retention, and program completion outcomes - Act as the primary point of contact for assigned clients - Identify at-risk clients and intervene early to prevent drop-off - Coordinate closely with clinical teams, case managers, and intake staff - Ensure a seamless, structured, and supportive client journey - Track client engagement and maintain accurate documentation in internal systems - Continuously improve client experience workflows and communication touchpoints - Support scaling of client success systems and processes Qualifications - 2–6+ years in Customer Success, Account Management, or Client Success roles - Strong experience managing client relationships and retention metrics - Ability to manage multiple accounts or client journeys simultaneously - Excellent communication, follow-up, and relationship management skills - Data-driven mindset focused on engagement, retention, and outcomes - Experience in healthcare, behavioral health, or patient coordination is a plus (not required) Requirements - SaaS Customer Success Manager (CSM) - Account Manager in tech, fintech, or subscription-based services - Client Success roles in high-growth startups - Healthcare coordination, case management, or patient services (secondary advantage) Benefits - Mission-driven work with measurable client impact - Opportunity to apply SaaS Customer Success skills in healthcare - Collaborative and supportive team environment - Growth opportunities in operations, client success, and program leadership - Meaningful work where outcomes matter beyond metrics

Role Description The Principal Customer Success Manager is responsible for the end-to-end success of a defined portfolio of enterprise customers. This role carries direct accountability for customer outcomes, including: - Executive alignment - Realized business value - Platform adoption - Renewal readiness - Expansion identification Operating with extreme ownership, this leader brings structure to complex environments, drives measurable results, and orchestrates internal resources without requiring direction. This is a leadership-caliber individual contributor role deployed against a limited number of accounts to enable deeper executive engagement and measurable customer outcomes. Qualifications - 12+ years managing complex enterprise customers within SaaS or platform organizations - Demonstrated ownership of large, multi-threaded accounts with executive visibility - Proven experience driving renewals, expansion, and long-term customer value - Strong business and financial acumen with the ability to connect adoption to ROI - Executive-level communication skills and presence - Comfortable operating in ambiguous, high-stakes environments - Track record of proactively identifying risk and driving resolution - Nice to Have: Identity/Security Domain - Experience supporting identity, security, governance, or other mission-critical enterprise platforms is beneficial but not required. - Relevant exposure may include: - Identity Governance & Administration - Privileged Access Management - Access certifications / User Access Reviews - Compliance initiatives (SOX, ISO, NIST, SOC 2) - Zero Trust programs - Security transformation efforts Requirements - Own a portfolio of approximately 8-10 strategic enterprise customers - Operate within a high-touch engagement model where depth of partnership is prioritized over volume - Engage regularly with CIO, CISO, and senior technology leadership - Directly influence renewal outcomes, expansion opportunities, and executive satisfaction - Support customers operating in complex, highly integrated environments - Identify material risk multiple quarters ahead of renewal cycles and drive coordinated mitigation Benefits - Base pay of $133,600 - $233,800, plus equity (when applicable), variable/incentive compensation and benefits - Competitive On Target Earnings (OTE) incentive compensation structure - Health plans, including flexible spending accounts - 401(k) Plan with company match - ESPP and matching donations - Flexible time away plan and family leave programs

• Own a portfolio of top tier accounts, accountable for retention (GRR) and growth (NRR) • Articulate business value clearly, connecting product usage to outcomes that matter to senior stakeholders • Build and maintain forward-looking account strategies, identifying risks and expansion opportunities early • Develop sufficient product knowledge to be credible with customers, leveraging internal resources for depth when needed • Use AI-generated signals to prioritize high-impact work and operate effectively within evolving workflows

• Discover and influence the client's internal metrics for success of their Bazaarvoice program and ensure the client knows how to achieve and measure those results • Conduct regular Executive Business Reviews to help executive stakeholders understand the value they’re receiving from Bazaarvoice • Act as the business success expert in educating, guiding, and supporting clients, partnering with them to effectively develop their User Generated Content (UGC) programs • Engage in consistent, proactive client engagements to positively impact customer loyalty and revenue growth • Work across the organization as the customer’s champion to advocate for their needs and ensure company alignment in support of your customers • Act as a trusted advisor to develop and nurture customers to become strong advocates on behalf of Bazaarvoice • Manage client lifecycle across a portfolio of named accounts • Exemplify client centricity by serving customers above and beyond their expectationsManage client health by identifying, documenting, and working with multiple teams to mitigate risk and increase client satisfaction