• You are the primary point of contact across the entire customer lifecycle, from onboarding and ongoing requests to contract termination • Independently handle and document tickets • Coordinate the necessary internal steps and ensure customer issues are resolved efficiently • Identify patterns in day-to-day support and help us develop scalable solutions

Role Description Cognier Inc is seeking a highly motivated and experienced Customer Service Manager to join our dynamic team. In this key leadership role, you will be responsible for overseeing the customer service department to ensure outstanding service delivery and customer satisfaction. You will lead a team of customer service representatives, implementing best practices, training programs, and performance metrics to drive continuous improvement. The ideal candidate will have a strong background in customer service management, excellent communication skills, and a passion for creating a positive customer experience. This role will also involve collaborating closely with other departments such as sales, marketing, and product development to ensure customer feedback is integrated into business strategies. - Lead and manage the customer service team to achieve departmental goals and objectives. - Develop and implement customer service policies, procedures, and standards. - Monitor and evaluate team performance to ensure high levels of customer satisfaction. - Provide training and professional development opportunities for customer service staff. - Handle escalated customer inquiries and resolve complex issues promptly. - Collaborate with other departments to enhance the overall customer experience. - Analyze customer feedback and data to identify trends and areas for improvement. - Prepare regular reports on customer service performance and initiatives. Qualifications - Proven experience as a Customer Service Manager or similar leadership role. - Excellent communication and interpersonal skills. - Strong problem-solving abilities and conflict resolution skills. - Ability to lead, motivate, and develop a high-performing team. - Experience with customer service software and CRM systems. - High level of organizational and time-management skills. - Bachelor’s degree in Business Administration, Management, or related field preferred. - Ability to analyze data and generate actionable insights. Benefits - Health Care Plan (Medical, Dental & Vision) - Paid Time Off (Vacation, Sick & Public Holidays) - Family Leave (Maternity, Paternity) - Work From Home - Wellness Resources

• Lead, coach, and develop a team of Customer Success Executives • Serve as the point of contact for your assigned health system accounts • Lead enterprise implementations of Hippocratic AI solutions • Collaborate cross-functionally with Product, Engineering, and Sales • Define, track and communicate client success metrics • Guide change management strategies and influence adoption • Execute best practices for onboarding, training, and workflow integration • Support future team growth by mentoring junior team members

Title: Senior Manager, CRM Marketing, Europe Location: London, England, United Kingdom Job Description: About Crunchyroll Founded by fans, Crunchyroll delivers the art and culture of anime to a passionate community. We super-serve over 100 million anime and manga fans across 200+ countries and territories, and help them connect with the stories and characters they crave. Whether that experience is online or in-person, streaming video, theatrical, games, merchandise, events and more, it’s powered by the anime content we all love. Join our team, and help us shape the future of anime! About the role Crunchyroll is seeking a Senior Manager, CRM Marketing to lead localized CRM engagement for our European markets, one of our fastest-growing regions. Based in London, this role will own the CRM campaign calendar for the region, balancing high-velocity title moments and catalog beats while bringing our biggest anime moments to life across owned channels. You will plan and execute high-impact, fan-first campaigns that support title launches and catalog discovery—including new season/series drops, dub drops, mid-season arcs, and finales for top-tier titles. Success in this role requires strong segmentation and analytical judgment, plus the ability to translate IP into messaging that creates an emotional connection with fans. You’ll also act as a subject matter expert for the Europe market, championing transcreation and locally resonant storytelling (not just translation), cultural nuance, and fan-first engagement. You’ll partner closely with our global Lifecycle Marketing team that owns always-on lifecycle journeys; in this role, you will serve as a regional advisor and ensure key title moments and local insights are reflected in the broader lifecycle strategy. What You’ll Do - CRM Campaign Calendar Ownership: Own the CRM campaign calendar for Europe across tentpole releases, seasonal beats, and catalog programming, aligning timing, targeting strategy, and channel plans with local and global priorities (across multiple markets, languages, and time zones). - Go-to-Market Campaigns: Collaborate with regional marketing, brand, programming, and curation teams to design localized go-to-market moments for major content launches, seasonal events, partnerships, and fan activations. - Segmentation & Audience Strategy: Apply best practices in personalization and segmentation to build targeted campaigns informed by fan behavior, affinities, regional nuances, and language/dub preferences. Partner with Data Science and Growth teams to refine audience definitions, identify opportunities, and improve precision over time. - Regional Market Expertise: Serve as Crunchyroll’s CRM market lead for Europe, advising on cultural nuances, local market behaviors, local platform norms, channel norms, and fan engagement opportunities. - Localized Lifecycle Strategy: Provide regional inputs into Europe lifecycle journey strategies across acquisition, onboarding, engagement, retention, and winback, working closely with our Lifecycle Marketing team. Ensure best practices in personalization, segmentation, and lifecycle orchestration. - Marketing Technology Ownership: Lead campaign execution and performance optimization in partnership with Operations, Martech, and Data Analytics; manage CRM initiatives within Braze (or similar) across email, push, in-app, notification center, and relevant messaging channels, ensuring excellence in configuration, QA, measurement, and reporting. Own content-triggered messaging strategy that supports title moments and engagement in alignment with lifecycle standards and guardrails. - Cross-Functional Partnership: Work with Regional Marketing, Product, Brand, Content, Creative, Data Science, and GTM teams to create cohesive fan experiences and ensure lifecycle campaigns align with both local and global priorities. - Performance & Optimization: Analyze CRM campaign performance, identify opportunities, and apply insights to continuously improve effectiveness and fan impact through test-and-learn approaches, including cohort analysis and incrementality-minded measurement. - Innovation & Experimentation: Stay ahead of market dynamics and messaging ecosystems (multilingual markets, consent and preference management, deliverability best practices, local payment behaviors, and evolving platform changes across iOS/Android) to evolve CRM campaign strategy and execution. About You - 8+ years of experience in CRM, retention, or subscriber engagement marketing, ideally within streaming, digital subscription, gaming, e-commerce, or entertainment. - Strong experience with Braze (or comparable orchestration platforms) with a focus on campaign planning/execution, segmentation, triggers, and multi-channel delivery. - Deep knowledge of European consumer behaviors, digital marketing platforms, and messaging ecosystems (including WhatsApp where applicable), with experience operating in privacy-first environments. - Strong creative acumen and storytelling ability—capable of translating IP into fan-first messaging that builds emotional connection and drives action. - Strong analytical skills to interpret performance data, develop insights, and translate them into targeting and creative optimizations. - Proven ability to collaborate across regional and global teams in a fast-paced, matrixed environment. - Passion for anime, entertainment, or fan-first brands is highly valued. - Additional proficiency in relevant regional languages is a plus. About the Team The Lifecycle Marketing team curates personalized journeys that strengthen fan loyalty and lifetime value. With data-driven insights and fan-first creativity, we connect users to the right experiences at the right moments across owned channels. Why you will love working at Crunchyroll In addition to getting to work with fun, passionate and inspired colleagues, you will also enjoy the following benefits and perks: - Best-in class medical, dental, and vision private insurance healthcare coverage - Access to counseling & mental health sessions 24/7 through our Employee Assistance Program (EAP) - Employer 5% salary contribution into a DC Pension Plan - Allowances for Gym & Wellness, Meals, Commuting - Free premium access to Crunchyroll along with monthly discounts to the Crunchyroll store - Professional Development - Company's Paid Parental Leave - up to 22 weeks for birthing parents - up to 12 weeks for non-birthing parents - Hybrid Work Schedule - Paid Time Off - Flex Time Off - 5 Yasumi Days - Half-Day Fridays during the summer - Winter Break About our Values We want to be everything for someone rather than something for everyone and we do this by living and modeling our values in all that we do. We value Courage. We believe that when we overcome fear, we enable our best selves. - Curiosity. We are curious, which is the gateway to empathy, inclusion, and understanding. - Kaizen. We have a growth mindset committed to constant forward progress. - Service. We serve our community with humility, enabling joy and belonging for others. Our commitment to diversity and inclusion Our mission of helping people belong reflects our commitment to diversity & inclusion. It's just the way we do business. We are an equal opportunity employer and value diversity at Crunchyroll. Pursuant to applicable law, we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Crunchyroll, LLC is an independently operated joint venture between US-based Sony Pictures Entertainment, and Japan's Aniplex, a subsidiary of Sony Music Entertainment (Japan) Inc., both subsidiaries of Tokyo-based Sony Group Corporation.