Ready to join a team that’s all in? At Imprivata, we deliver unified access and security management programs that eliminate friction, empowering healthcare and mission-critical organizations to work smarter, faster, and more securely. We believe work can be more than a job or task—it’s a collective spirit; the type that emboldens creativity, embraces challenge, and fosters excitement. We are constantly raising the bar on what’s possible, owning the outcome of our triumphs and trials, staying nimble amidst change, and cultivating an environment where we win together. Here, your ideas matter, your differences are celebrated, and your work drives real results—for your career, your teammates, and our customers. When you join Imprivata, you embark on a shared journey of ambition and growth. We’re committed to building an inclusive workplace where everyone feels valued and supported. If you’re looking for a place to match your passion with purpose—and where every day you can make an impact—you’ll find it here. We are seeking a Senior Customer Success Engineer to join our team. This is a remote opportunity based out of the United States. Job Summary The Senior Customer Success Engineer (CSE) will drive adoption and long-term value of Imprivata’s Mobile solutions across our healthcare customers. This role combines deep technical expertise, customer advisory, and cross-functional leadership to deliver measurable outcomes. The Senior CSE translates complex product capabilities into business value, shapes and institutes best practices, and influences both customer success strategies and product direction. Duties and Responsibilities - Design scalable, solution-oriented architectures aligned to customer environments and business goals. - Act as a trusted advisor by translating product capabilities into measurable customer outcomes. - Lead complex troubleshooting and resolution efforts using analytical and customer-centric approaches. - Serve as a subject matter expert in Imprivata Mobile solutions and integrations. - Develop and maintain best practices across customer base rooted in real-world use cases. - Partner with Product, Engineering, Support, and Customer Success Manager teams to improve customer outcomes. - Provide customer feedback to influence product roadmap and enhancements. - Proactively identify risks, trends, and opportunities across the customer base. - Deliver training and enablement to internal teams. - Maintain documentation and activity tracking in systems such as Salesforce or Gainsight. - Ability to travel up to 40%. - Other duties as assigned and required. Required Qualifications - Bachelor’s degree in Computer Science, Engineering, or related field. - 7+ years in technical consulting, customer success engineering, or system integration (preferably in healthcare IT). - Hands-on experience with Mobile Device Management (e.g., Workspace ONE, Microsoft Intune, Jamf Pro, MobileIron, MaaS360). - Strong technical aptitude across mobile, identity, and enterprise environments. - Ability to clearly articulate product value to both technical and non-technical audiences. - Proven ability to align technical solutions to business outcomes. - Strong analytical and problem-solving skills. - Experience working cross-functionally in a customer-facing environment. Nice to Have: - Experience with CRM and customer success platforms (e.g., Salesforce, Gainsight). - Familiarity with mobile ecosystem tools and platforms: - Apple Business Manager, VPP, Google Managed Play - iOS and Android operating systems, including shared device configurations - Knowledge of identity and access technologies: - Active Directory / LDAP - Identity Management and Single Sign-On (SSO) - Understanding of enterprise security and SaaS environments. - Experience supporting physical device deployments. This position offers a total compensation range of $115,000.00 to $152,000.00 (inclusive of base salary and variable compensation, such as bonuses and incentives). In addition, more information about Imprivata’s benefit offerings can be found here. This range represents the high and low end of Imprivata’s compensation range for this position. Actual compensation will vary and may be above or below the range based on various factors, such as a candidate’s location, skills, experience, and qualifications. At Imprivata, we have a top-notch work environment, developmental opportunities, a competitive total rewards package, and the desire to have fun. If you have the skills and qualifications as we have described above, we want to hear from you! Imprivata provides equal employment opportunities, regardless of race, religion, age, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. #LI-Remote #LI-SF1

Role Description Corpay is currently looking to hire a Technical Implementation Support Lead. In this role, the Technical Implementation Support Lead will serve as the subject matter expert (SME) for our technical integrations, providing critical support to ensure seamless customer onboarding and successful go-lives. You will bridge the gap between our technical implementation team and customers, while developing comprehensive documentation and training materials to enhance our implementation processes. This role reports into the Director of Technical Implementations. Role Responsibilities - Integration Support (20%) : Serving as the primary subject matter expert for existing integrations, supporting direct clients, implementation project managers, and partner implementation teams during and after go-live. - Customer Go-Live Support (10%) : Providing expert assistance during critical go-live periods, particularly for integrations, ensuring smooth transitions and minimizing delays. - Error Resolution (10%) : Researching and troubleshooting file errors using Azure reporting tools, serving as the designated point of contact for error resolution during the first 30 days after client go-live. - Documentation Development (15%) : Collaborating with the technical integration team to create comprehensive, user-friendly documentation for both technical and non-technical audiences. - Training Program Development (15%) : Designing and delivering training programs for the implementation team on new and existing integrations, creating effective training materials to build team capability. - Data Mapping Support (10%) : Providing expertise and training on all products and tools related to data mapping to support the Data Onboarding team. - Partner Relationship Management (20%) : Supporting partner relationship managers with escalations, assisting with onboarding Full AP partners, and serving as a liaison between partner implementation teams and internal resources. Qualifications - 3+ years of experience in technical implementations, integration support, or related roles - Strong understanding of data integration concepts and processes - Excellent troubleshooting and problem-solving skills - Outstanding communication abilities with both technical and non-technical stakeholders - Experience creating documentation and training materials - Ability to manage multiple priorities in a fast-paced environment - Customer-focused mindset with strong relationship management skills Preferred Qualifications - Experience with Azure reporting tools and environments - Knowledge of financial or procurement systems - Background in supporting enterprise software implementations - Experience in a customer-facing technical support role - Familiarity with data mapping and transformation concepts What Success Looks Like - Reduction in implementation delays and failed go-lives - Improved customer satisfaction scores for implementation processes - Faster time-to-revenue for new customer integrations - Increased adoption of standardized documentation and processes - Seamless collaboration between technical implementation teams, partners, and customers Benefits - Comprehensive Benefits Package including Medical, Dental, Vision and Paramedical benefits, as of day one - Optional company match RRSP program - Virtual fitness classes offered company-wide - Time-off including major holidays, vacation, sick, personal, & volunteer time - Discounted gym membership rate - Philanthropic support with both local and national organizations - Fun culture with company-wide contests and prizes - Stipend provided for cell phone use Equal Opportunity/Affirmative Action Employer Corpay is an Equal Opportunity Employer. Corpay provides equal employment opportunities to all employees and applicants without regard to race, color, gender (including pregnancy), religion, national origin, ancestry, disability, age, sexual orientation, gender identity or expression, marital status, language, ancestry, genetic information, veteran and/or military status or any other group status protected by federal or local law. If you require reasonable accommodation for the application and/or interview process, please notify a representative of the Human Resources Department. Pay Transparency This salary range is provided for locations which require such disclosure. Where a position or applicant may fall in a particular wage range depends on a number of factors including but not limited to skill sets, experience training licenses and certifications (if applicable), and other business and organization needs. The disclosed range has not been adjusted for the applicable geographic markets. At Corpay it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions depend on the facts and circumstances of each case. The estimate of the minimum and maximum salary range is $72k-$82k.

We are rebuilding biotech for the AI era. When a breakthrough is delayed, the world waits. Getting a molecule from discovery to patients, or a crop from lab to field, involves thousands of slow, manual, disconnected steps. AI has the potential to change this, compressing decades of R&D work into years. But that only happens when clean, structured scientific data and AI are built into how science gets done. Benchling is the AI platform for biotech R&D. Scientists use Benchling to design experiments, capture structured data, and run AI agents and models directly in their workflows. Over 200,000 scientists around the world trust Benchling to power their most important work, from academic labs to Sanofi, Moderna, and more than half of the world's top 50 biopharma. We’re building an AI scientist for our customers. We can’t do that if we haven’t built the muscle ourselves. AI fluency is the foundation we build on; it's core to how we work, and we're committed to helping every new hire integrate it into their day-to-day. As part of our interview process, you'll complete a brief AI-focused exercise or discussion so we can understand how you think about and use AI to drive impact in your role. Feel free to reference any tools, platforms, or workflows you use today. ROLE OVERVIEWBenchling is seeking a Customer Success Leader with a background in Life Sciences and enterprise SaaS. This role is an exciting blend of team management and strategic leadership. You’re a hands-on leader who enjoys working closely with their teams and with their customers to drive significant adoption and customer advocacy. You must be able to think and act strategically as well as get into the details of our customer engagements and our product. You will develop an understanding of Benchling’s solutions, and demonstrate your experience to guide our teams to establish significant adoption strategies, to focus on customer outcome realization, and to build processes that scale. To be successful in this role, you are comfortable with R&D processes and scientific concepts, and be able to speak confidently and build relationships with Scientific and IT leaders at leading Pharma and Biotech organizations. You have experience leading customer-facing teams in a high growth enterprise SaaS environment. And you are a proven leader who can drive a CS business from hiring and staffing, to managing and mentoring your team, to leading through change. RESPONSIBILITIES Lead and Develop the CSM Team - Manage, mentor, and grow a team of CSMs, including hiring as needed. - Foster a collaborative, customer-centric culture that drives measurable outcomes for customers. - Ensure the team is highly enabled on Benchling’s platform and equipped with the scientific domain expertise needed to support customers effectively. - Coach CSMs on designing and delivering Executive Business Reviews that showcase value realization, customer maturity, and Benchling's strategic roadmap Drive Key Metrics and Program Success - Lead the team in achieving adoption targets through strategic guidance and operational excellence. There will be a particular focus on AI adoption, including awareness, activation, and usage monitoring. - Use data to identify risks, opportunities, and trends across the customer portfolio, and develop plans to address them. - Collaborate with cross-functional teams (Sales, Product, Professional Services) to ensure alignment on customer goals. Adapt and Optimize Processes - Implement best practices for tracking metrics, standardizing processes, and ensuring consistent delivery of value to customers. - Partner with CX Operations to identify and eliminate sources of CSM toil, leveraging AI tools, automation, and improved workflows to increase team efficiency and allow CSMs to focus on high-value customer engagement. Carry a Strategic Book of Business - Directly owns a small portfolio of strategic/enterprise accounts as the named CSM, with full responsibility for adoption, value realization, and renewal influence. - Model the customer engagement standard expected of the team (EBRs, multi-threading, adoption planning) using these accounts to stay close to the realities of the role and the product. - Use direct customer exposure to sharpen coaching, identify systemic gaps, and feed credible voice-of-customer back into Product, PS, and Sales. Customer Advocacy and Support - Serve as a senior point of contact for complex or high-priority customer engagements, supporting CSMs in addressing challenging situations. - Champion the voice of the customer within Benchling, providing feedback to internal teams to drive product improvements and innovation. - Guide CSMs in navigating complex customer organizations to build multi-threaded relationships and drive consensus on adoption strategies. QUALIFICATIONS Requirements: - Bachelor’s degree in Life Sciences, Business, or a related field. - 5+ years of experience in Customer Success, Professional Services, or a related field within SaaS. - 2+ years in a management role. - Strong understanding of Life Sciences R&D, process development, or related scientific domains - Proven ability to lead and develop a high-performing team. - Excellent communication skills, able to build relationships across technical and business stakeholders at all levels. - Self-motivated, adaptable, and thrives in a fast-paced, dynamic environment. - Experience leveraging a modern CS tech stack, including CRM (e.g., Salesforce), customer success platforms (e.g., Gainsight), data/analytics tools (e.g., Mode, Sigma), and AI-assisted productivity tools (e.g., Claude). - Ability to travel up to 20% based on team and customer needs. Preferred: - Experience working with or supporting the Benchling platform. - Demonstrated ability to guide teams in managing complex customer relationships and driving measurable success. HOW WE WORKWe offer a flexible hybrid work arrangement that prioritizes in-office collaboration. Employees are expected to be on-site 3 days per week (Monday, Tuesday, and Thursday). #LI-Remote #BI-Remote #LI-TD1 Benchling welcomes everyone. We believe diversity enriches our team so we hire people with a wide range of identities, backgrounds, and experiences. We are an equal opportunity employer. That means we don’t discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We also consider for employment qualified applicants with arrest and conviction records, consistent with applicable federal, state and local law, including but not limited to the San Francisco Fair Chance Ordinance.

Role Description The Customer Success Lead is a critical frontline leader and subject matter expert responsible for managing complex, urgent, and high-visibility member escalations including executive-level escalations. Reporting directly to the Supervisor, Customer Success, this role operates as a “working lead,” balancing direct member interaction with team support and operational oversight. This role requires strong ownership, sound judgment, and a deep commitment to service recovery excellence. The Lead is accountable for resolving escalations end-to-end, especially those that are sensitive, time-critical, or impactful to senior leadership, while consistently delivering empathetic, compassionate, and human-centered experiences. In close partnership with frontline Specialists, the Lead provides real-time guidance, removes barriers, and ensures high-quality, timely resolution aligned with organizational standards, regulatory requirements, service expectations, and caring connections. Duties/Responsibilities - Escalation Ownership & Service Recovery Excellence - Take full ownership of complex, urgent, and high-visibility member escalations, including executive and market leader cases, ensuring timely and complete resolution. - Lead service recovery efforts with a focus on empathy, active listening, and restoring member trust through meaningful and caring interactions. - Serve as the primary point of contact for sensitive or escalated issues, demonstrating accountability from intake through resolution. - Ensure all escalation responses are accurate, compliant, and aligned with organizational tone and quality expectations. - Partner cross-functionally to remove barriers and drive resolution for escalations that require coordination across departments. - Operational Support Responsibilities - Maintain a “working” role by handling inbound and outbound member interactions in alignment with departmental productivity and service level goals. - Support daily triage and prioritization of escalation cases, ensuring appropriate assignment and timely follow-up. - Monitor active cases to ensure adherence to SLAs, quality standards, and service recovery expectations. - Address complaints and grievances in accordance with Medicare Managed Care requirements and internal procedures. - Frontline Team Support & Enablement - Serve as a subject matter expert and primary resource for Specialists, providing real-time guidance, coaching, and escalation support. - Actively support frontline Specialists in navigating complex cases, reinforcing an ownership mindset and high standards of member care. - Foster a culture of empathy and accountability across the team. - Assist with onboarding, including nesting support, live call monitoring, and guidance to ensure readiness and confidence. - Performance Monitoring & Continuous Improvement - Assist in monitoring individual and team performance across productivity, quality, and service metrics. - Identify trends in escalations and member feedback; provide insights and recommendations to leadership. - Partner with Training and leadership to identify skill gaps and support ongoing development initiatives. - Contribute to process improvement efforts aimed at reducing escalations, efficiencies, and improving the overall member experience. - Collaboration & Communication - Collaborate closely with the Supervisor, Customer Success to ensure alignment of priorities, escalations, and team performance. - Maintain clear, professional, and effective communication with internal stakeholders, including leadership and cross-functional partners. - Support reporting needs related to escalation trends, risks, and service recovery outcomes. - Compliance & Confidentiality - Maintain strict adherence to HIPAA, privacy, and data security standards. - Ensure all member interactions and case documentation meet regulatory and organizational compliance requirements. - Other Responsibilities - Assist with monitoring attendance and schedule adherence. - Encourage a culture of accountability, collaboration, and continuous improvement. - Perform other duties as assigned. - Supports the Supervisor, Customer Success in the day-to-day oversight of team operations. Assists with planning and monitoring work; provides input on performance, as needed. Acts as a role model and leader within the team, particularly in handling escalations and supporting frontline staff. Qualifications - Strong knowledge of Medicare Managed Care plans required. - 3+ years of customer service experience required (healthcare preferred). - Previous Lead or equivalent experience required. - Experience handling complex or executive-level escalations strongly preferred. - Bilingual (English/Spanish) preferred. - High school diploma or GED with relevant work experience required. - Bachelor’s degree in Healthcare Administration, Business, or related field with relevant work experience preferred. Requirements - Working knowledge of Microsoft Excel, PowerPoint, SharePoint, and Power BI. - Experience with Microsoft Teams and case management systems. - Strong communication skills with the ability to bridge people, process, and technology. - Demonstrated ability to handle high-pressure situations with professionalism and sound judgment. - Strong ownership mindset and accountability. - Empathy and emotional intelligence in high-stress interactions. - Conflict resolution and de-escalation expertise. - Critical thinking and problem-solving skills. - Ability to influence and support peers without direct authority. Benefits - Pay Range: $44,790.00 - $67,185.00. - Pay range may be based on a number of factors including market location, education, responsibilities, experience, etc.