• Handle client travel bookings (flights, stays, cruises, resorts, tours) • Build strong client relationships — be their go-to travel advisor • Ensure all logistics are smooth and proactively troubleshoot issues • Communicate via phone, email, chat and keep accurate client record • Leverage digital tools to streamline the booking process

• Lead, mentor, and develop the Clinical Customer Success Nurse Consultant (CSNC) team. • Establish team goals, performance expectations, and development plans. • Provide coaching and professional growth opportunities. • Oversee post-implementation customer success activities. • Ensure smooth transition from implementation to customer success. • Build executive-level customer relationships. • Monitor customer health metrics and implement mitigation strategies. • Develop customer success strategy for clinical infusion products. • Standardize processes and best practices. • Create and track KPIs for outcomes and team performance. • Lead cross-functional initiatives to enhance customer experience. • Oversee analysis of infusion data and utilization metrics. • Translate insights into actionable recommendations. • Support strategic account planning. • Lead development of post-implementation customer-facing tools and materials. • Ensure accurate documentation in CRM/business systems. • Maintain expert-level knowledge of products and clinical workflows.

• Onboarding & platform setup (Done-With-You & Done-For-You) • AI prompting & architecture (strategic & review-oriented) • Enablement & time-to-value • Strategic customer management • Liaison to Product, Marketing & Sales • Processes, CRM & automation (HubSpot) • Technical support (Level 2–3)

Role Description CivicScience is seeking a Client Success Manager/Client Success Strategist (CSM/CSS) to support the growth and maintenance of our real-time consumer intelligence line of business. This is a key, career opportunity for someone eager to gain hands-on experience in business development and account management of research client partnerships. The CSM/CSS will be responsible for the end-to-end health of a client portfolio, blending high-level relationship management with deep-dive technical data analysis to ensure clients achieve ROI through the CivicScience InsightStore. Key Responsibilities - Account Management & Retention: - Execute client success research assignments for a dedicated book of business, ensuring high client satisfaction and long-term retention. - Maintain individual account plans that align client business goals with CivicScience data solutions. - Support the end-to-end onboarding process for new clients, transitioning them from sales to active users while optimizing initial adoption of research services. - Data Mastery & Insight Generation: - Design and implement research based on client articulation of business problems/goals. - Develop "power user" proficiency in the InsightStore and data delivery platforms to provide tailored research solutions. - Proactively pull data, conduct analysis, and build client-ready reports or presentations that highlight actionable trends for client success upselling. - Act as a point of contact for client inquiries, collaborating across the Research and Technology teams to resolve complex technical challenges. - Revenue & Growth: - Support the renewal cycle for assigned accounts, ensuring all contractual obligations are fulfilled and revenue recognition is tracked accurately. - Leverage market research expertise to identify gaps in a client's current service and pitch additional research products or cross-sell opportunities. - Conduct regular business reviews to present usage data and feedback, proving the maximum value of the partnership to client stakeholders. - Internal Collaboration: - Collect, analyze, and communicate systematic client feedback to drive continuous platform improvement. - Contribute to the development of departmental strategies, playbooks, and KPIs. Qualifications - 5+ years of experience in client success, account management, or market research (ideally within a SaaS or data-driven environment). - Strong ability to "storytell" with data; comfort navigating complex dashboards and translating numbers into business strategies. - Passion for data-driven insights, client satisfaction, and proactive problem solving. - Exceptional interpersonal skills with the ability to build rapport with both end-users and mid-level management. - Experience with CRM systems, e.g., HubSpot, Salesforce. - Bachelor's degree in Business, Marketing, or a related field; Master's degree preferred. Benefits - Company paid medical, dental, and vision premiums for you and your legal dependents. - Company paid life insurance plus short- & long-term disability coverage. - Flexible spending accounts for medical and dependent care. - Employee assistance programs. - Unlimited PTO. - 401(k). - Travel and educational opportunities. Company Description CivicScience is a consumer analytics and advertising platform. Our proprietary, always on, data collection engine captures over 1M survey responses daily, creating the most dynamic, real-time understanding of consumer wants, needs, and intentions in a constantly changing world. Powered by our premium media partnerships, our attitudinal database helps brands and media companies retain and grow existing customers while reaching and acquiring new ones. Our clients use CivicScience's unique dataset to inform advertising, communications, product, and financial strategies that drive superior business outcomes.