• Build and nurture strong relationships with key stakeholders to drive retention and growth • Conduct discovery with customers to understand business objectives and uncover new use cases • Establish and maintain a trusted advisor relationship with customers, ensuring that customers are realizing value out of their investment in Synthesia • Act as a subject matter expert for the practical application of Synthesia within enterprises and take a consultative approach in implementing video content into their workflows • Monitor utilization and deploy strategies to increase user engagement, adoption and satisfaction • Lead Quarterly Business Reviews with senior stakeholders in attendance that deliver clear outcomes • Ensure ROI and value is communicated and understood by the customer • Proactively monitor customer health, including potential risks to renewals and expansion opportunities • Own commercial conversations and all aspects of the renewal process • Collaborate with internal teams to ensure seamless onboarding, support, and resolution of customer issues

• Reporting to the Senior Director of Customer Success and focusing on both Spanish and Italian accounts in Europe - you are energetic, driven, and care deeply about the success of our customers • As a strategic Customer Success Manager, you will drive Synthesia’s future growth by building relationships with clients and turning them into happy users • You will be helping educate clients on a totally new way to create video content, and work very closely with sales to create a cohesive onboarding experience for new users • You are capable of engaging in business-level and technical conversations at multiple levels of the organisation, including the C-suite • Ideal for an individual who wants to expand their career with a fast-growing software company

• Deliver growth for your designated portfolio of home care customers by driving conversion of referrals. • Build and nurture relationships with home care customers’ in-market resulting in increased customer retention and satisfaction. • Drive a quick ramp-up of new home care customers and accelerate their effectiveness in being able to convert A Place for Mom referrals to care. • Implement proven strategies to drive client activations and improve the conversion rate of A Place for Mom referrals. • Increase revenue by increasing monthly referral volume and upselling additional products. • Conduct regular review of referrals and results via call or video conference. Educate home care customers on our value, process and best practices. • Promote the adoption and consistent use of the Home Care Partner Portal (a free, 24/7 online reporting and lead tracking service). • Resolve invoice disputes fairly and equitably and communicate those results to customers in a supportive and positive manner. • Communicate with the home care sales team regularly regarding challenges, incentives and changes within the market. • Assist with maintaining the database of all home care agencies and take actions to ensure that the data is complete and accurate. • Other duties as assigned.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description A Customer Success Manager (CSM) delivers successful customer outcomes, supports organic growth opportunities across multiple Government customer accounts, and helps customers adopt Casepoint products, ensuring service delivery, including any deliverables, meeting contractual and customer business objectives, and fostering a relationship that generates further business. The CSM collaborates with Sales and Customer Delivery teams on services engagements, ensuring clear communication and customer alignment to drive customer adoption and expansion opportunities in Casepoint. As a CSM you will regularly engage with diverse stakeholder groups, including executives of large enterprises and a cross-functional and geographically dispersed team. A successful CSM will utilize customer relationship management skills and technical credibility to communicate effectively at all levels of the organization. The CSM will deploy a proactive, holistic, and deliberate approach to customer services that leverages technology, data, and visibility into customers’ activities, so the customers continue to realize value from products over their lifetime as a Casepoint user. Qualifications - 3–4+ years of experience in customer‑facing roles within SaaS, Public Sector technology, or related fields - Experience supporting Government or public‑sector customers is strongly preferred. - Familiarity with federal processes, terminology, or compliance expectations (e.g., clearance workflows, ATO basics) is a plus. - Strong project management experience in deploying projects and technology products, experience supporting SaaS projects and/or products - Passion for technology and for helping others to understand and use it - Excellent verbal presentation skills and written communication skills - Experience in self-training and developing expertise with new user-based technology - B.A. and/or M.S. or equivalent experience - US Citizen (non-dual) and eligible for Secret Clearance - Demonstrated ability to develop and execute strategic account plans that drive retention, renewal, and account growth across complex customer environments. - Strong commercial and business acumen with the ability to translate customer goals into measurable success outcomes. - Working knowledge of Federal procurement processes, FAR/DFARS basics, and contract lifecycle management. - Demonstrated success leading or coordinating multi-phase technology implementations or SaaS deployments for Federal customers. - Experience using customer data, health metrics, and feedback to inform business reviews and drive process improvement. Requirements - Manage the day‑to‑day experience of assigned Government accounts and support retention and renewal readiness activities. - Help automate low to mid-market customer touchpoints. - Serve as a point of escalation for Government concerns and needs, collaborating with the Customer Success Team and the Casepoint Customer Delivery Organization to support and help manage customers from onboarding, adoption, service delivery, value realization, account growth, and retention. - Collaborate closely with Casepoint team members across departments to actively: - Support government sales opportunity capture activities; - Ensure smooth customer onboarding, solution, and service delivery post-contract award; - Contribute inputs to account planning and customer goals, in partnership with Senior CSMs, Sales, or CS leadership. - Achieve retention and availability to renew goals; - Coordinate with internal teams on clearance‑related requirements and communicate status to customers. - Follow established processes related to contract requirements and communicate risks or compliance considerations to the appropriate internal teams. - Actively provide insights on customer accounts (account data points, business/technical/service insights, etc.) to support account reviews. - Develop strategic relationships with stakeholders to understand a customer’s business, goals, and develop and execute the strategic account plan. - Advocate for customer needs to overcome adoption blockers and drive new feature development. - Prepare for and participate in customer business reviews; independently lead standard QBRs for assigned accounts to inform on business and technical needs of the customer. - Coordinate with project managers to ensure project schedules/plans, risk management plans, and communication plans are developed and executed. In conjunction with the project manager and/or Casepoint leadership, provide budget management for Casepoint projects or matters. - Develop a thorough understanding of Casepoint’s products and service offerings to support continued account growth and retention. - Lead and manage relationships with other commercial partners on a project, either as a prime or subcontractor, including subcontracts, modifications, invoicing, and performance. - Provide proper and consistent communication for the customer relationship. - Collaborate closely with Casepoint team members across departments to support onboarding, issue resolution, and customer outcomes. - Ensure exemplary customer service and communication management of all assigned customers; proactively promote customer service throughout the organization and among teams; respond to peer requests when that request serves a customer’s need. - Contribute to customer collateral, including white papers, webinars, events, guides, and other materials. - Contribute to team and corporate projects and initiatives to promote continuous improvement. Company Description