• Own a portfolio of customer accounts across a range of customer sizes and technical maturity levels • Drive revenue growth within existing customer accounts through strong engagement, adoption, relationship management, and expansion opportunities • Identify growth opportunities based on customer usage, adoption trends, business goals, and workflow expansion opportunities • Lead customer conversations focused on value realization, outcomes, ROI, and long-term partnership growth • Own renewals and expansion opportunities within your book of business, partnering with Customer Success leadership on strategy and execution • Be accountable for revenue-related outcomes tied to your book of business • Lead ongoing customer engagement through regular check-ins, business reviews, adoption conversations, and strategic follow-up discussions • Create clear next steps, action plans, and customer communication after meetings • Manage multiple competing priorities and customer requests simultaneously • Maintain accurate CRM data, account documentation, and internal tracking • Help improve and shape customer success processes as the company scales • Develop deep knowledge of the Vouched platform, APIs, workflows, and configuration options • Investigate customer issues by reviewing logs, JSON payloads, dashboard data, API responses, and platform behavior • Write or modify basic SQL queries to analyze customer usage, troubleshoot issues, and identify trends • Serve as the first point of coordination during customer escalations and drive issues toward resolution • Partner closely with engineering and product teams while independently managing customer communication and investigation • Clearly explain technical concepts and product behavior to both technical and non-technical stakeholders • Participate in shared customer support coverage and escalation management as part of the Customer Success team • Jump into urgent customer situations with a solutions-oriented mindset • Help identify recurring customer issues and improve internal documentation, workflows, and operational processes • Operate effectively in an environment where priorities may shift quickly and processes are continuously evolving • Share structured customer feedback with Product and Engineering teams • Advocate for customer needs while balancing business priorities • Collaborate cross-functionally to improve customer experience, product adoption, and operational efficiency

• Serve as a trusted technical advisor for prospects/customers to provide strategic consultation on data architecture, governance, instrumentation, and business outcomes • Effectively communicate at all levels of the customer’s organization to influence business outcomes via Mixpanel, design and execute a comprehensive analytics strategy, and unblock technical and organizational roadblocks • Own the customer’s success with Mixpanel — documenting and delivering ROI to the customer throughout their journey to transform their business with self-serve analytics • Own onboarding and data health for our strategic and high-value prospects/customers, including ongoing enhancements to their data quality and overall tech stack integration • Engage with customers’ engineering, product management, and marketing teams to handle technical onboarding, optimize Mixpanel deployments, and improve data trust • Deliver a variety of technical services ranging from data architecture consultations to adoption and change management best practices • Leverage modern data architecture expertise to create scalable data governance practices and data trust for our customers, including data optimization and re-implementation projects • Successfully execute on success outcomes whilst balancing project timelines, scope creep, and unanticipated issues • Bridge the technical-business gap with your customers — working with high-level business stakeholders to define a strategic vision for Mixpanel and then working with the right business and technical contacts to execute that vision • Collaborate with our technical and solutions partners as needed on data optimization and onboarding projects • Be a technical sponsor for internal engagements with Mixpanel product and engineering teams to prioritize product and systems tasks from clients

• Serve as the central intake point for escalations from Client Success Managers across all employer clients. • Investigate issues related to member experience, prescriptions, devices, billing, program eligibility, and operational workflows. • Coordinate with internal teams (Clinical, Product, Pharmacy, Support, Operations) to identify root cause and drive resolution. • Track escalations and ensure timely follow-up until resolution. • Manage operational exceptions across client accounts, including eligibility discrepancies, prescription or pharmacy workflow issues, device shipment issues, benefit configuration questions, program enrollment anomalies. • Document exceptions and ensure consistent handling across clients. • Work closely with Client Success Managers, Member Support, Clinical teams, Product and Engineering, Pharmacy operations. • Ensure issues are routed to the appropriate teams and resolved efficiently. • Maintain a centralized tracker of escalations and exceptions. • Identify recurring issues and trends across clients. • Provide regular updates to Client Success leadership on escalation themes and resolution timelines. • Partner with Product and Operations to help prevent future issues. • Identify opportunities to improve workflows and reduce operational friction. • Document escalation processes and exception protocols. • Help build scalable processes as the client base grows.

Role Description As the Manager of Client Success, you will lead our Customer Success Managers, overseeing a diverse portfolio that ranges from high-touch Enterprise partnerships to our high-volume Scaled segments. Reporting to the Director of Customer Success, you will be the bridge between personalized relationship management and digital-first automation. Your mission is to professionalize our CS operations by building a unified "Account Health" framework that works for every customer, regardless of size. You will lead a supportive, high-trust team and provide the strategic structure needed to turn "crowdsourced" Slack knowledge into repeatable, data-driven playbooks that drive global retention. Qualifications - 2+ years of experience managing a Customer Success team (or 4+ years as a Senior/Lead CSM ready for the next step). - Proven experience managing both high-touch Enterprise accounts (QBRs, multi-stakeholder navigation) and Scaled/Digital segments (automation, mass communication). - Experience using data (CRM, BI tools, or Excel) to track health, predict churn, and report on team performance. - Ability to design processes that scale; you’ve successfully implemented a new tool, workflow, or playbook in the past. - A coaching-first management style that fits our supportive, collaborative culture. Requirements - Leadership Experience - Versatile CS Background - Analytical Proficiency - Systems Thinking - High Emotional Intelligence Benefits - 100% remote work environment - Medical, Dental and Vision insurance within 30 days - 100% employer-paid medical insurance - Equity package - Flexible PTO with 15 days minimum - Generous Parental Leave - FSA and HSA options - 401(k) - Growth & Wellness Stipend - WFH Equipment - Chance to work with the latest technology - A collaborative, high ownership culture - Opportunities for development and career growth Interview Process - Initial Screen - 30min - Hiring Manager Interview - 60min - Case Study Assessment - 45min - Problem Solving Exercise - 60min - Cross-Functional Interview - 30min - Completion of the Wonderlic Assessment before the end of the process (20-30min)