• Provide operational support to clients and Client Success Managers • Qualify placement opportunities • Complete profile screening and onboarding support • Create and distribute activity and performance reports • Maintain communication with supplier partners • Manage the creation and distribution of periodic activity and performance reports, as directed • Audit bookings in technology or via contract for accuracy • Review and prescreen profiles to ensure accuracy of skillset and experience required

• Desenvolver relacionamentos dentro das contas atribuídas em todas as linhas de negócios; • Contribuir com o sucesso do parceiro ao longo do seu ciclo de vida, interagindo de forma proativa com as áreas da Clicksign, identificando oportunidades de expansão e redução de riscos de churn; • Desenvolver Planos de Negócios conjuntos com os parceiros; • Desenvolver playbooks de treinamento para que o time de vendas e CS do parceiro saibam oferecer e ampliar a presença da Clicksign; • Contribuir e propor ações de melhoria contínua em prol da melhor jornada, experiência e aderência do produto ao parceiro e seus clientes, interagindo e compartilhando insights com as áreas internas da Clicksign; • Potencializar o uso das nossas soluções e/ou serviços, por meio da apresentação das melhores práticas de uso e da elaboração de ações que objetivem o resultado esperado pelo parceiro; • Criar um painel para acompanhamento dos principais indicadores dos parceiros.

Role Description As a Manager, CSM (16-month contract), you will report directly to our Sr Director of Customer Success, and be responsible for leading the Strategic CSM team at Thinkific. In this role you will have three core areas of focus: - Team Leadership: - Run daily team operations, lead team meetings, and monitor and forecast on KPIs. - Mentor your direct reports, and foster a culture of accountability, growth, and excellence. - Customer Success: - Ensure our highest value Plus customers achieve measurable outcomes with Thinkific. - Join key customer calls and handle escalations. - Use relationship-building and problem-solving skills to strengthen partnerships, maximize satisfaction, and drive long-term retention. - Business Impact: - Drive revenue growth by designing and implementing strategies to increase renewal rates and drive expansion across your portfolio. - Work closely with Customer Experience leaders and cross-functionally with Sales, Product, Marketing, and Revenue Operations. Job Duties: - Lead and develop a group of Customer Success Managers who manage our highest-value clients, including leading regular call coaching sessions. - Run day-to-day team operations, including weekly meetings, renewal/expansion forecasting, and strategic planning. - Identify operational inefficiencies and create effective, repeatable processes to reduce them. - Build relationships with customers and take the lead in resolving complex customer challenges. - Act as the Voice of the Customer for the Plus Product roadmap. - Work closely with the Sr. Director of Customer Success to develop and execute on a long-term growth strategy. - Achieve and maintain strong KPIs among the team, including renewal rate, expansion ARR, and NRR. Qualifications - 4+ years of experience managing customer accounts. - At least 3 years of experience managing individual contributors and leaders (Enterprise SaaS experience is highly desired). - Successful track record of managing a book of accounts with low churn, high net revenue retention, and high customer satisfaction. - Excellent team building, leadership, and 1-on-1 coaching skills. - Strong project management, problem-solving, and change management skills. - Fanatical about Customer Success and can understand customer needs and challenges. - Strong organizational skills and attention to detail. - Ability to perform well under pressure and handle emergency situations. - Loves to learn and grow, and knows how to give and receive radically candid feedback. Requirements - Salary range base of $105,000 - $130,500 - $155,000. - Most new hires start between the minimum and midpoint, aligning with being fully capable in the role. - Salaries above the midpoint are typically reserved for team members with strong performance, deep expertise, and significant positive impact. - For high-demand or hard-to-fill positions, we may hire above midpoint for candidates with exceptional experience, skills, or impact potential. Benefits - An amazing team of talented, passionate, and kind Thinkers. - The chance to build, improve, and innovate on a platform driving positive impact. - A competitive compensation package including base salary, equity, team-wide bonuses, and an Employee Share Purchase Plan. - Flexible Paid Time Off to maintain mental and physical health. - Comprehensive health benefits starting on Day 1, including health, vision, and dental coverage. - 3 Paid Volunteer Days each year to give back to your community. - Flexible Work options. - An annual $2,000 CAD Learn and Grow fund for professional development. - A home office setup with a company-owned Macbook Pro and budget for office accessories. - A place where you can bring your whole self to work.

• Drive CRM strategy - Identify and translate business goals into an effective CRM marketing strategy and operational vision for all campaigns within your area of responsibility, mapping out the appropriate customer journey and build segmentation strategies from onboarding through churn mitigation and winback. • Let data tell the story - drive campaign optimizations with a data-driven roadmap and clear metrics, sharing out detailed performance, test results, and best practices. • Drive operational excellence - develop and document best practices and workflows for our CRM operations. You'll be responsible for ensuring we are compliant with all relevant data privacy regulations and that our processes are scalable and efficient. • Maintain alignment and prioritization - You thrive on efficiency and will effectively manage multiple priorities, implement complex and streamlined processes, and evaluate incoming requests for resourcing and effectiveness. You will work closely with fellow CRM marketing managers to provide prioritization guidance while managing multiple priorities. You will partner cross-functionally with Analytics, Product, Engineering, Program Management, and Creative teams to identify and act upon opportunities to create broad reaching impact.