• Rapidly acquire a thorough knowledge of Zeta’s offerings, reporting analysis, competitive advantages, resources and processes and articulate them convincingly to prospects and customers • Launch and manage cross-channel, programmatic advertising campaigns in partnership with clients and internal teams to help clients connect with their customers • Lead weekly client status meetings while discussing campaign reporting, optimizations & insights • Collaborate with sales to provide strategic upsell recommendations when performance and/or offerings align with customer’s business needs • Prepare and conduct high impact reporting presentations in collaboration with analytics team • Ensure exemplary customer satisfaction levels with every customer interaction

• Implement and optimize automated journeys in Salesforce Marketing Cloud, ensuring personalization for the Higher Education business unit. • Configure multichannel orchestration (Email, WhatsApp, SMS, and Push) using Journey Builder. • Analyze journey performance KPIs and run A/B tests to optimize conversions. • Collaborate with the data team to ensure Data Extensions are prepared for use in automations. • Support platform organization by maintaining standardized folders, filters, and naming conventions. • Translate business requirements into logical flows within Contact Builder and Automation Studio.

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