• Lead large-scale, high-complexity HubSpot implementation projects, ensuring alignment with strategic and tactical business goals. • Identify and recommend complementary services to expand scope; provide scoping, quotes, and direction for implementation. • Stay informed on industry trends and HubSpot’s competitive position to keep client strategies cutting-edge. • Translate client and internal strategies into comprehensive HubSpot solutions supporting marketing, sales, customer success, and operational workflows. • Provide intermediate to advanced configuration of HubSpot Marketing Hub, Sales Hub, Service Hub, Content Hub, Data Hub, and HubSpot AI. • Own the strategy and configuration of native HubSpot integrations (e.g., Salesforce, Microsoft Dynamics, NetSuite) with expertise in sync rules, field mapping, and conflict resolution. • Revenue Engine Optimization: Design and implement data schema, custom objects, and property mapping aligned to the client’s RevOps strategy. • Build and optimize revenue engine components including lead scoring, advanced attribution, and automated marketing-to-sales-to-service hand-off sequences. Build complex RevOps dashboards that demonstrate clear ROI to stakeholders. • Data Governance: Implement data governance best practices including deduplication logic and hygiene standards to maintain HubSpot as a reliable single source of truth. • Provide training to clients and internal teams on how to use their customized HubSpot instance effectively; offer ongoing support and troubleshooting assistance. • Obtain your HubSpot Trainer Certification and help onboard clients to the platform. • Configure HubSpot instances from the ground up, including custom objects, property mapping, and data schema aligned to client specifications. • Translate business requirements into scalable HubSpot configurations that support the full customer lifecycle. • Business Process Mapping: Conduct technical discovery to map "Current State" vs. "Future State" processes, identifying technical bottlenecks in the revenue funnel. • Guide and mentor CRM Specialists and support Marketing Strategists on complex projects. • Collaborate cross-functionally to align CRM solutions with broader business objectives. • Champion knowledge sharing and process optimization within the team. • Monitor and manage project budgets and scope; track and meet effective billing rate (EBR) goals. • Work with the internal SmartBug team to ensure quality work is delivered to clients. • Create and follow processes that result in differentiated client results and quality.

• Support customers across our Corporate Legal suite of products • Engage with executives at our largest customers • Model best-in-class customer and product success practices • Deliver measurable customer outcomes through structured Customer Success Plans (CSPs) • Conduct executive business reviews (EBRs) • Drive outcomes for customers focusing on adoption, value realization, and expansion in partnership with Sales and Professional Services • Be a deep product expert on our AI-enabled CoCounsel suite of products • Deliver all aspects of the customer success motion to assigned customers • Co-create customer success plans • Deliver executive business reviews • Demonstrate value and identify and mitigate risk while retaining and growing customer relationships • Serve as a deep product expert in event settings • Build and present business plans, report on market and competitor activities • Leverage technology tools to manage client information, pipeline, and financial forecasts accurately

• Identify and foster key customer champions across different parts of the customer organization and take responsibility for the customer’s long-term health and success • Support customers through the Kentik Customer Journey: from on-boarding through adoption, to renewal and growth • Establish and maintain rapport with all assigned accounts • Work closely with your team of Post-Sales Engineers, Account Executives, Product Management, Sales Engineers and Kentik Leadership to ensure customers have an optimal experience and achieve their desired outcomes • Identify and call out account risks • Capture key customer needs, translate them to internal tasks, and execute • Aim to become each customer’s trusted advisor by displaying a high degree of emotional intelligence and being each customer’s advocate back to other Kentik teams • Ability to work in a customer-first, team collaborative setting, supporting other team members and sharing what is working as well as what could be improved • Travel on-site to key customers as needed

Role Description You will drive the success of our customers. This position works alongside other Customer Success Managers and reports to the Senior Director, Success. At Cority, we are passionate about customer success. It’s not just a job for us, it’s our mission. The Manager, Customer Success is responsible for leading, coaching, and developing a team of Customer Success Managers to drive customer value, retention, growth, and overall customer satisfaction. This role plays a critical part in ensuring the team delivers exceptional customer experiences while achieving business objectives and key performance indicators. - Lead, coach, mentor, and develop a team of Customer Success Managers to achieve business goals and professional development objectives. - Foster a high-performance, collaborative, and customer-centric culture within the team. - Conduct regular one-on-one meetings, performance reviews, and career development planning. - Ensure the team delivers proactive, strategic, and high-quality customer engagement throughout the customer lifecycle. - Monitor team performance against established KPIs, customer health metrics, and operational objectives. - Support onboarding and continuous training initiatives for team members. - Model strong leadership behaviors and exceptional customer engagement standards. - Drive customer retention, adoption, satisfaction, and long-term partnership success. - Ensure consistent execution of customer success processes, best practices, and engagement strategies. - Act as a senior point of escalation for customer concerns, risks, and complex issues. - Collaborate cross-functionally with Support, Product, Sales, and other internal teams to drive timely issue resolution and customer advocacy. Qualifications - Previous leadership experience managing or mentoring customer-facing teams, preferably within Customer Success, Account Management, or SaaS environments. - Demonstrated ability to lead, coach, and motivate high-performing teams. - Strong customer relationship management and conflict resolution skills. - Ability to model exceptional service delivery during every customer interaction. - Experience coaching team members to effectively manage customer issues, escalations, and complex situations. - Proven ability to collaborate cross-functionally and drive resolution across multiple stakeholders. - Strong analytical, organizational, and problem-solving skills. - Excellent verbal and written communication skills. - Experience managing KPIs, customer health metrics, and operational performance. - Ability to thrive in a fast-paced, evolving environment while balancing strategic and operational priorities. Benefits - An opportunity to work in a values-driven, performance-oriented, dynamic, and growth-focused culture. - We support a remote working environment with a one-time home office allowance and subsidized monthly internet allowance. - Competitive health benefits, dental plans, and retirement savings plan (RRSP, 401K plan etc.). - Annual fitness allowance. - Mental health support provided through access to Calm Premium meditation app and access to Talkspace. - Access to Udemy, internal training programs, annual training allowance and certifications (if applicable), and High Talent Programs. Company Description Cority helps customers see and prevent risks across their operations in real time. Our EHS+ platform converges people, data, and AI agents to provide a clear view of information people can trust, automate workflows that make people more impactful, and deliver personalized insights and expertise to improve decision-making. For 40 years, Cority has been the market leader in EHS+, recognized by top analysts and trusted by more than 1,500 of the most complex organizations worldwide. Cority has received many awards for its strong employee culture and outstanding business performance.