Role Description The Customer Success Manager serves as the primary point of contact and trusted advisor for clients, ensuring their satisfaction, engagement, and long-term success with company products and services. This role goes beyond support—you'll build strategic relationships, drive product adoption, identify growth opportunities, and act as a bridge between clients and internal teams. Working across diverse industries including healthcare, telemedicine, SaaS, and AI-driven solutions, you'll help clients achieve their business objectives while proactively addressing their needs with empathy, efficiency, and strategic insight. Your Impact - Shape client retention, satisfaction, and revenue growth by ensuring exceptional, personalized support. - Build trust, understand business objectives, and provide strategic guidance to strengthen long-term partnerships. - Identify upsell and cross-sell opportunities to contribute to revenue expansion. - Monitor usage patterns and gather feedback to inform product improvements. - Help families navigate care journeys in healthcare settings, impacting patient satisfaction and clinical outcomes. Core Responsibilities - Client Relationship Management & Strategic Partnership (35%) - Establish and maintain strong relationships with assigned clients. - Understand clients' business goals, challenges, and needs through regular discovery and consultation. - Act as strategic partner offering proactive solutions aligned with client objectives. - Communicate regularly with clients via email, phone, video conferences, and other channels. - Provide guidance on how clients can best utilize solutions to meet their specific needs. - Build rapport and ensure clients feel valued, supported, and heard throughout their journey. - Handle incoming inquiries, support tickets, and scheduling requests promptly and professionally. - Client Onboarding & Product Adoption (30%) - Assist new clients during onboarding, ensuring smooth implementation and setup. - Provide education and training on product features, benefits, and best practices. - Conduct product training sessions to ensure clients are proficient in using offerings. - Guide clients through initial setup with clarity about services, procedures, and expectations. - Facilitate enrollment and verify that all documentation is accurate and complete. - Monitor early adoption patterns and provide proactive support during critical first 90 days. - Ensure clients achieve early wins and understand value proposition clearly. - Account Growth & Performance Monitoring (20%) - Monitor and analyze client usage data to identify trends, opportunities, and potential issues. - Identify opportunities for upselling or cross-selling additional products or services. - Collaborate with sales teams to explore potential growth avenues and expansion opportunities. - Track and report key performance metrics related to client success and engagement. - Proactively address underutilization or engagement drops before they lead to churn. - Present business reviews showcasing ROI, usage insights, and recommendations. - Drive account expansion through strategic consultation and value demonstration. - Issue Resolution & Cross-Functional Collaboration (10%) - Act as liaison between clients and internal teams (product, engineering, operations, billing) to resolve issues. - Troubleshoot technical problems and escalate concerns appropriately while maintaining client confidence. - Ensure timely and satisfactory issue resolution to maintain client satisfaction. - Partner with Care Operations, Revenue Operations, and other teams to optimize workflows. - Work cross-functionally to address client needs and remove barriers to success. - Advocate for clients internally, ensuring their voice influences product and process decisions. - Documentation, Reporting & Process Improvement (5%) - Maintain up-to-date client interaction records in CRM and management systems. - Gather client feedback to help improve products, services, and internal processes. - Create and maintain reports on client success metrics and KPIs. - Identify opportunities to improve internal workflows and contribute to operational efficiency. - Support compliance requirements (HIPAA in healthcare contexts) and maintain confidentiality. - Document best practices, success stories, and lessons learned for team knowledge sharing. Qualifications - 1-2+ years in customer success, account management, client-facing roles, or related positions (preferably in healthcare, telemedicine, SaaS, or technology-driven environments). - Proven ability to build and maintain strong relationships with clients and stakeholders. - Exceptional written and verbal communication skills with a compassionate, professional approach. - Ability to understand client business goals and provide strategic guidance. - Strong analytical and conflict-resolution abilities with a proactive mindset. - Exceptional organizational skills and attention to detail with the ability to manage multiple accounts. - Proficient in CRM tools, scheduling systems, and modern productivity software. - Self-motivated and adaptable to remote work environments with proven ability to work independently. - Comfortable analyzing usage data and metrics to inform decisions. - High adaptability in fast-paced, technology-driven environments. Requirements - Experience in healthcare, telemedicine, pediatric services, mental health, or behavioral health settings. - Familiarity with ADHD care, family support services, or clinical workflows. - Background in SaaS, digital health platforms, or AI-powered solutions. - Understanding of provider pain points and healthcare operational challenges. - Experience with account growth, upselling, and revenue expansion. - Exposure to HIPAA compliance and handling confidential health information. - Product training or enablement experience. - Experience conducting business reviews and presenting to stakeholders. - Background supporting C-level executives or healthcare providers. - Familiarity with clinical documentation or medical terminology. Benefits - Competitive Salary: Based on experience and skills. - Remote Work: Fully remote — work from anywhere. - Generous PTO: In accordance with company policy. - Direct Mentorship: Access to global industry leaders. - Learning & Development: Continuous growth resources. - Global Networking: Work with international teams. - Health Coverage (Philippines only): HMO after 3 months (full-time). Our Recruitment Process - Application - Skills Assessment - Initial Screening - Top-grading Interview - Client Matching - Job Offer - Onboarding Ready to Join Pearl Talent? If you're proactive, reliable, and excited to work with high-performing teams across industries, we'd love to hear from you. Apply today and become part of Pearl Talent's global community.

• Own gross and net revenue retention (GRR and NRR) for the mid-market and commercial segments • Partner closely with Sales to drive expansion through structured, scalable motions • Define segmentation strategy across mid-market and commercial customers based on ARR, complexity, lifecycle stage, and product mix • Develop lifecycle-based customer journeys (onboarding, adoption, renewal, expansion) • Implement Leverage tooling (e.g., CRM, CS platforms, marketing automation) to orchestrate customer interactions at scale leveraging automated, trigger-based engagement strategies • Integrate AI-driven workflows for risk detection, adoption coaching, and customer engagement efficiency • Build and continuously optimize coverage models (high-touch, pooled, and digital) • Champion, role model, and embed Samsara’s cultural principles as we scale globally and across new offices • Hire, develop, and lead an inclusive, engaged, and high performing team

As a Principal Customer Success Manager, you will serve as a senior strategic partner to our most complex and high-value customers, while also acting as a thought leader and mentor within the Customer Success organization. This role extends beyond traditional account management—you will be responsible for driving customer value, influencing product direction, and establishing best practices. You will collaborate closely with cross-functional stakeholders in Product, Sales, Support, and Marketing to ensure that our customers achieve measurable business outcomes and long-term success. This position is well-suited for an experienced CSM who excels in strategic discussions, is comfortable navigating ambiguity, and enjoys mentoring colleagues. Key Responsibilities - Strategic Customer Management - Own executive relationships and success planning for a portfolio of strategic accounts. - Partner with customers to define success metrics, drive adoption, and ensure long-term satisfaction and retention. - Act as a trusted advisor, providing insights that align our solutions with customers’ business goals. - Thought Leadership & Best Practices - Lead cross-functional initiatives to scale best practices across the Customer Success organization. - Develop frameworks, playbooks, and templates to improve customer engagement and outcomes. - Represent Customer Success in product feedback loops, contributing to roadmap discussions. - Mentorship & Leadership - Coach and mentor other CSMs to build capabilities in strategic thinking, customer engagement, and influence. - Serve as a role model and informal leader within the team, driving a culture of excellence and collaboration. Qualifications - 8+ years of experience in Customer Success, Account Management, or Strategic Consulting, preferably in SaaS or enterprise software. - Proven track record of managing complex, enterprise-level accounts and delivering measurable business value. - Exceptional communication, relationship-building, and executive presence skills. - Experience working cross-functionally with Product, Support, Sales, and Engineering teams. - Demonstrated ability to lead initiatives, mentor peers, and influence at all levels of an organization. - Strong business acumen and problem-solving skills. - Familiarity with tools like Salesforce, Gainsight, or similar customer success platforms. - Industry expertise relevant to our customer base What Success Looks Like - Customers and colleagues view you as a strategic partner and advocate. - You consistently drive high success, retention, and expansion in your accounts. - Other CSMs seek out your expertise and follow the best practices you help define. - You contribute meaningfully to the evolution of the Customer Success function at a company-wide level. Base salaries for employees based in other locations are competitive for the employee’s home location. Benefits Overview 1. Health and wellness coverage: Medical, dental, and vision insurance 2. Disability coverage: Short-term and long-term disability 3. Life protection: Life insurance and Accidental Death & Dismemberment (AD&D) 4. Additional life coverage options: Supplemental life insurance for employees, spouses, and children 5. Flexible spending accounts for health care, and dependent care; limited purpose flexible spending account 6. Financial security: 401(k) Savings and Investment Plan with company matching 7. Time off benefits: Flexible vacation policy 8. Holidays: 8 paid holidays annually 9. Sick leave 10. Parental support: Paid parental leave 11. Employee Assistance Program (EAP) and Care Counselors 12. Voluntary benefits: Legal Assistance, Critical Illness, Accident, Hospital Indemnity and Pet Insurance options 13. Health Savings Account (HSA) with employer contribution SailPoint is an equal opportunity employer and we welcome all qualified candidates to apply to join our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other category protected by applicable law. Alternative methods of applying for employment are available to individuals unable to submit an application through this site because of a disability. Contact applicationassistance@sailpoint.com or mail to 11120 Four Points Dr, Suite 100, Austin, TX 78726, to discuss reasonable accommodations. NOTE: Any unsolicited resumes sent by candidates or agencies to this email will not be considered for current openings at SailPoint.

Role Description - Verantwortung für Ihr Vertriebsgebiet: Sie steuern den Erfolg in Ihrer Region, erreichen Umsatz- und Ertragsziele und entwickeln das volle Potenzial des Marktes. - Gebietsplanung & Marktanalyse: Sie erkennen Chancen und setzen Strategien für eine optimale Marktdurchdringung um. - Neukundengewinnung: Sie begeistern neue Kunden durch professionelle Akquise und überzeugende Präsentationen. - Bestandskundenpflege: Sie bauen langfristige Beziehungen auf und sichern die Loyalität unserer Kunden. - Angebotserstellung & Abschluss: Sie entwickeln individuelle Angebote und begleiten den Prozess bis zum erfolgreichen Abschluss. - Beratung: Sie überzeugen durch kompetente Beratung und maßgeschneiderte Lösungen. Qualifications - Abgeschlossene Berufsausbildung: Idealerweise haben Sie eine kaufmännische oder technische Ausbildung abgeschlossen. - Berufserfahrung: Sie bringen mehrjährige Erfahrung im Vertrieb oder Außendienst mit, idealerweise auch im Projektmanagement. - Kommunikationsstärke: Sie überzeugen durch starke Kommunikationsfähigkeiten mit Kunden und im Team. - Ergebnisorientiertes Handeln: Sie arbeiten eigenständig, effizient und zielgerichtet. - Verhandlungsgeschick: Sie verfügen über effektive Verhandlungsfähigkeiten. - Kundenorientierung: Sie zeichnen sich durch hohe Kundenorientierung und Empathie aus. - Reisebereitschaft: Regelmäßige Reisen innerhalb des Vertriebsgebiets sind für Sie selbstverständlich. Benefits - Firmenwagen zur privaten Nutzung - Modernes Equipment (Laptop, Smartphone) - Flexible Arbeitsgestaltung – Homeoffice möglich - Starke Unternehmenskultur mit flachen Hierarchien und kurzen Entscheidungswegen - Persönliche Weiterentwicklung durch Schulungen und Trainings - Aus- und Weiterbildung: Ihre fachlichen und sozialen Fertigkeiten fördern wir gezielt durch viele (Weiterbildungs-)Angebote wie Schulungen, Coachings & Co. - Besondere Anlässe - besondere Wertschätzung: Ob Geburtstag, Jubiläum, Hochzeit oder Geburt – wir freuen uns mit unseren Mitarbeitern und schenken zu besonderen Anlässen immer kleine Aufmerksamkeiten. - “Hands-On” Aktionstag: Jeder Mitarbeitende erhält einen zusätzlichen Urlaubstag, um sich gemeinnützig zu engagieren und der Welt etwas zurückzugeben. - Betriebliche Altersvorsorge: Mit dem Arbeitgeber steuerlich gefördert für die Rente sparen – wir beteiligen uns natürlich mit einem Zuschuss. - Betriebliches Gesundheitsmanagement: Bezuschusste Gesundheitsaktivitäten über die i-gb Card, Fahrrad-Leasing über JobRad oder frisches Obst und Wasser in den Kantinen: Ihr Wohlbefinden ist uns wichtig! - Firmen- und Teamevents: Hoffeste, Abteilungs- oder Weihnachtsfeiern – wir feiern unseren Erfolg gemeinsam – und das an jedem unserer Standorte. - Flexible Arbeitszeiten: Im Rahmen unserer Kernarbeitszeit kann die 40-Stunden-Woche individuell getaktet werden – Gleitzeitkonto mit Möglichkeit zum flexiblen Auf- und Abbau von Stunden inklusive. - i-gb Card: Profitieren Sie von zahlreichen Gesundheits- und Wellnessangeboten – von uns bezuschusst. - JobRad: Leasen Sie Ihr Fahrrad über uns! Unser Partner JobRad, der Pionier beim Dienstrad-Leasing, steht Ihnen zur Seite. - Corporate Benefits: Jeden Monat gibt es neue, attraktive Mitarbeiterrabatte für ausgewählte Marken - denn Ihren Geldbeutel zu schonen, ist uns eine Herzensangelegenheit! Contact Prodinger Organisation GmbH & Co. KG Frau Julia Rauh Rosenauer Straße 115 96450 Coburg Tel: 09561851186