Role Description As a Mid-Market Customer Success Manager (CSM) at our SaaS company, you will play a vital role in ensuring our customers succeed and derive maximum value from our product. You will guide customers through their entire journey, from onboarding to adoption and value realization phases. By understanding their needs, you will act as a trusted advisor, ensuring they fully leverage our platform's capabilities to meet their marketing objectives. Responsibilities - Develop an intimate understanding of your customers’ businesses, conduct health checks. - Represent to our customers as a trusted advisor, advocate and marketing thought leader/subject-matter-expert, conduct regular executive business reviews. - Enlighten our customers with insights gleaned from their own data and industry trends. - Ensure customers get maximum value from Aprimo by leveraging full platform functionality. - Liaison between your customers and all the internal teams. - Handle customer concerns with confidence, putting them at ease. - Develop a network of champions within each account through education, coaching, and strong influencing skills. - Own the customer journey through various stages: - Onboarding Phase: - Work closely with the Onboarding Specialist and lead the onboarding process for new customers, ensuring our platform's smooth and efficient implementation into their marketing ecosystem. - Work closely with the Account Executive (AE) to ensure a seamless handoff from the sales process to post-sales onboarding. - Adoption Phase: - Monitor and analyze customer usage patterns and behavior to identify increased adoption and engagement opportunities with our product. - Proactively provide guidance and support to customers to drive adoption and help them integrate our solution into their marketing strategies. - Value Realization Phase: - Collaborate with customers to understand their business goals and provide strategic insights to help them achieve measurable results using our product. - Conduct regular business reviews with key stakeholders, highlighting the value and ROI delivered by our solution. - Additional responsibilities and duties as required. Qualifications - Ability and willingness to work a permanent night shift schedule of 8 PM to 5 AM PST is required. - Four-year degree required. - Minimum of 4 years of professional experience in a CSM role in a B2B SaaS Company. - Excellent verbal and written communication skills (English) is required. - Solid understanding of marketing technology and SaaS products. - Excellent communication and interpersonal skills to build strong relationships with customers. - Proven experience working with US-based customers is highly desired. - Analytical mindset to interpret data and provide actionable insights. - Proven ability to foster internal/external relationships, overcome objections and motivate clients. - Strong problem-solving, communication and client management skills. Additional Successful Qualities - Willingness to be on camera. - Excellent organization, planning and project management skills. - Ability to schedule, manage and liaise daily touchpoints with Customer and Internal resources on a US/EMEA work schedule. - Must be an independent self-starter possessing excellent time management skills and be able to manage multiple clients simultaneously. - Ability to operate with minimal guidance; must be able to exercise sound judgment and decision making in challenging situations. - Prioritize multiple responsibilities and deliver on commitments; must be comfortable working in a fast-paced, dynamic environment. - Must be an expert at developing and maintaining positive and productive relationships with clients; impeccable communication skills and ability to understand clients’ needs is imperative. - Able to build collaborative relationships with supervisors and peers; able to delegate responsibilities with ease; able to provide constructive feedback and praise; able to understand and educate others. Benefits - Generous leave options: Annual, Sick, & Special Leaves such as Marriage, Paternity, Maternity, and Bereavement. - Medical and Dental Insurance; Eye Refraction; Outpatient medicine coverage. - Employee Assistance Program. - Rice Allowance. - Life and Accident Insurance.

• Build and own day-to-day health plan relationships to proactively manage product delivery and service expectations. • Partner with Transcarent teams to represent the voice of the Health Plan and ensure we are delivering on our strategic partnership requirements, as well as member and group satisfaction with Transcarent services. • Responsible for, along with the Sr, Director, overall, Health Plan Partnership and end group performance, using influence and action to drive results. Strive for 100% partnership and group retention. • Support Sr. Director, to develop an Annual Strategic Account Plan and successfully execute for each assigned partnership. • Support Sr. Director in ensuring key stakeholders across our organization have accountability for, and visibility into, Transcarent’s results against key metrics and priorities; ensure they have a solid understanding of overall ROI. • Partner with Transcarent’s Health Plan Partnership Optimization leader to identify and drive internal cross-functional initiatives that result in improved service delivery, partnership and member outcomes. • Manage Health Plan partnership reporting delivery and ongoing reporting deliverables. • Deliver Health Plan performance reports on time with suggestions or insights on trends, opportunities, and values being created through our strategic partnerships. • Participate in analyzing results or service delivery issues and assisting in identifying the appropriate administrative solution. • Partner with Activation and Implementation teams on new partnership onboarding and training on Transcarent’s processes such as reporting and ZenDesk (ticketing platform). • Partner with Health Plan Optimization Leader to influence Operations to address areas of opportunity, drive process innovation and improvement to meet/exceed partnership objectives and maintain contract adherence. • In partnership with Sr. Director and Health Plan Optimization lead, support cross-functional teams when managing partnership opportunities. Provide support in managing all partnership focused activities to completion across the organization (Product, BI/Reporting, Operational Meetings, Member Engagement, Clinical, Marketing, etc.). • Plan and execute external status meetings (including agenda development, cross-functional facilitation, and meeting action item follow-up) that are productive and result in moving open items forward to closure in a timely manner. • Provide partnership support on meeting preparation including logistics, agenda development, meeting notes and follow-up. When appropriate, execute on these items completely and independently. • Partner with Customer Support team to understand and respond to customer escalated issues, customer specific and business-wide trends.

• Lead the review, negotiation, administration, and management of government and commercial contracts, subcontracts, teaming agreements, NDAs, consulting agreements, and related business arrangements. • Support proposal, capture, and business development efforts by reviewing solicitations, identifying contractual risks, and developing compliant contracting strategies. • Interpret and apply FAR, DFARS, and related contractual requirements while leading contract negotiations with customers, partners, subcontractors, and government stakeholders. • Manage subcontractor agreements and contractual flow-down requirements while advising internal stakeholders on contractual obligations, business risks, and compliance considerations. • Coordinate with outside legal counsel on complex contractual, intellectual property, liability, and other non-standard legal matters. • Support contract administration activities, including modifications, change orders, claims, and the development of scalable contract management processes, templates, controls, and documentation.

• Manage 3-5 technical writer direct reports, overseeing their day-to-day, helping them make and manage effective content project plans, formally supporting their growth and development, and fostering an environment that encourages positive engagement and performance. • Partner with our Product and Engineering teams to create and maintain public documentation for users, developers, and SREs, helping them succeed with Datadog products, features, SDKs, APIs, and developer tools. • Experiment with the product, dig into source code, and interview subject matter experts to research technical details for documentation. • Collaborate with our contributor community and greater Documentation team to develop and improve documentation standards and processes.