Role Description As an Enterprise Customer Success Manager, you will be the primary post-sales strategic partner for our largest, most complex clients. You are not just managing a relationship; you are empowering clients on their "Agentic Enterprise" journey, driving deep adoption, ensuring tangible AI-driven outcomes (ROI), and turning customers into champions. You will guide clients from implementation through the continuous optimization of their AI Agents in the Office of the CFO. Key Responsibilities - Strategic Advisory & Value Realization: - Act as a strategic advisor to senior executives (CFO, VPs of Finance, Controllers) to align our AI Agent capabilities with their business goals, mapping technical ROI to strategic business outcomes. - AI Adoption & Optimization: - Monitor agent performance telemetry and success rates to proactively identify and address friction points. - Use data-driven insights to recommend optimization strategies, improving agent accuracy and workflow efficiency. - Drive adoption of new features and platform capabilities. - Customer Referenceability: - Build trusted relationships with key customer stakeholders to drive advocacy, referenceability, and participation in marketing, sales, and retention initiatives (case studies, testimonials, webinars, reference calls, etc.). - Cross-Functional Leadership: - Act as the "voice of the customer" by partnering closely with Sales, Product, Marketing, Professional Services, Engineering, and Support to influence the product roadmap and deliver a seamless customer experience. - Renewal & Expansion: - Own retention (GRR) and identify expansion revenue by identifying new use cases for AI Agent deployment across the Office of the CFO. - Governance & Security: - Partner with IT/Security stakeholders to ensure AI deployments meet strict corporate governance, compliance, and auditing standards. Qualifications - 5+ years of experience in Enterprise CSM, Consulting, or Account Management, specifically within B2B SaaS, AI/LLMs, or Automation tools. - A strong understanding of accounting and financial operations in the Office of the CFO and financial applications. - Familiarity with AI concepts (LLMs, RAG), API integrations, and ability to develop Auditoria product proficiency. - Skilled in using data to tell a story about ROI, adoption, and agent performance. - Experience managing organizational change and driving adoption of new technology in complex, traditional organizations. - Exceptional presentation skills, with experience presenting to C-level executives. - Passion for innovation and helping customers succeed in a fast-paced, dynamic, start-up environment. - Must be authorized to work in the United States without employer sponsorship, as we are unable to sponsor or transfer visas for this position. - Remote candidates in the United States will be considered.

• Develop, implement and optimize automations, workflows and AI-supported processes in HubSpot for Marketing, the Academy and other company areas • Connect and integrate HubSpot with other systems and automation platforms • Analyze manual or inefficient processes and develop pragmatic automation solutions • Develop technical solutions using modern AI and automation tools that can efficiently complement or replace traditional IT development • Test, document and continuously optimize workflows, processes and technical solutions • Work closely with Production, the Academy, Marketing and other departments

• Gestionar el proyecto de implementación de extremo a extremo. • Coordinar con equipos multidisciplinarios para asegurar el cumplimiento del alcance, los plazos y los estándares de calidad. • Trabajar en conjunto con el Delivery Technical Manager para la ejecución técnica del proyecto. • Gestionar el alcance contractual: leer, interpretar y defender los límites del contrato frente al cliente y frente a los equipos internos. • Establecer planes de comunicación efectivos para cada proyecto y asegurar su ejecución. • Elaborar informes de estado y gestionar solicitudes de cambio, comunicando impactos en cronograma y presupuesto. • Obtener la aceptación del cliente según los términos contractuales. • Conducir la evaluación final del proyecto identificando oportunidades de mejora en el proceso, la documentación y los materiales de capacitación, y escalarlas a las áreas correspondientes. • Ser el referente estratégico del cliente más allá del go-live, construyendo una relación de confianza con los stakeholders clave de la cuenta. • Desarrollar y mantener planes de éxito por cuenta, alineando los objetivos del cliente con los hitos de adopción y valor del producto. • Impulsar la adopción del producto conectando las funcionalidades con los objetivos de negocio del cliente. • Monitorear proactivamente la salud de la cuenta y actuar antes de que los problemas escalen. • Conducir revisiones periódicas con el cliente para evaluar el valor generado, el estado de la cuenta y los próximos pasos. • Ser la voz del cliente hacia adentro: trasladar feedback a Producto, Soporte y Comercial para mejorar la experiencia y el roadmap. • Identificar señales de upsell y cross-sell dentro de la cartera asignada, a partir del conocimiento profundo del cliente y su uso del producto. • Escalar estas oportunidades al equipo comercial para su desarrollo.

Role Description At PracticeTek, you’ll get to: - Shape the future of healthcare with technology solutions that are always evolving to meet real-world needs. - Team up with passionate, talented people who care deeply about patients, providers, and making a difference. - See your impact firsthand by helping practices deliver care that’s simpler, smarter, and better for everyone. - Grow your career and your skills in an environment that celebrates curiosity, collaboration, and continuous development. For REMOTE roles, use this verbiage: We’re excited to consider remote candidates for this role! That said, if you’re based in Las Vegas, NV; Green Bay, WI; or San Diego, CA, you’ll enjoy a dynamic hybrid setup, spending three days each week collaborating in the office and the rest working from wherever you’re most productive. Qualifications - 4+ years of experience in customer support, with at least 1–2 years in a leadership or management role, preferably in a SaaS environment. - Proven ability to lead, coach, and develop support teams in a fast-paced, high-growth environment. - Strong understanding of support tools (e.g., Zendesk, Intercom) and ticketing workflows. - Data-driven mindset with experience using metrics to improve team performance and customer outcomes. - Excellent communication and problem-solving skills, with a focus on delivering a high-quality customer experience. - Commitment to building inclusive teams and maintaining compliance with company policies and applicable regulations. Requirements - Lead and develop a high-performing customer support team, ensuring consistent delivery of exceptional service and a seamless customer experience. - Establish and optimize support processes that improve response times, resolution quality, and overall customer satisfaction. - Partner cross-functionally with Product, Engineering, and Customer Success to resolve issues, escalate trends, and improve the customer journey. - Monitor support metrics and team performance, proactively identifying opportunities to improve efficiency, quality, and scalability. - Build a customer-centric culture that prioritizes clear communication, accountability, and continuous improvement. Benefits - Comprehensive health, dental, and vision coverage options. - Wellness benefits that support lifestyle, behavioral health, and overall wellbeing. - Flexible paid time off, sick time, and 10 company-paid holidays. - 401(k) plan with company match to help you build your future. - Culture Committee driving initiatives that spark connection, fun, and belonging. - A workplace powered by innovation, collaboration, and energy every day. Company Description PracticeTek is one of the largest retail-healthcare tech providers in North America, offering everything a practitioner would need, from pre-encounter workflows to practice management, analytics, digital intake forms, marketing tools, EHRs, and payment systems, for a whopping 40,000+ clinics worldwide. Over the years, we’ve brought together the best-in-class platforms that serve the Chiropractic, Wellbeing, Vision and Dental providers and their patients; and we are united by one mission, to revolutionize retail healthcare practices effortlessly. We believe in showing up with consistent care, staying always ahead, keeping our approach market-in, making every experience feel effortless, owning it openly, and striving to do right in every decision.