This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description Tribute Technology is seeking a commercially driven and strategically minded Director of Customer Success to lead client engagement, retention, and expansion across our growing customer base. Reporting directly to the Vice President of Customer Success, this leader will own retention performance and play a key role in maximizing Net Revenue Retention and customer lifetime value. - Lead the customer success team, enhancing customer satisfaction, adoption, and long-term growth - Own and deliver against NRR and GRR targets, driving sustainable revenue growth - Design an insights-driven, proactive engagement model blending automation, 1:many programming, and targeted human touch - Segment customers based on growth potential, lifecycle signals, product adoption, and risk to ensure the right-touch motion - Establish scalable processes and playbooks that increase Customer Success Managers (CSM) productivity and operational consistency - Design and implement structured lifecycle plays for onboarding, adoption, and value realization across a 1:many portfolio - Lead outcome-driven engagements by codifying segment-level ROI frameworks and success criteria, creating repeatable success models that improve scalability, consistency, and retention outcomes - Establish early-warning signals and automated risk identification to proactively improve retention outcomes - Drive retention strategy while partnering cross-functionally to unlock expansion opportunities - Own and optimize dashboards, metrics, and KPIs related to scaled engagement, adoption, and segment health - Manage and coach a team of CSMs operating in mid-touch, low-touch, and pooled engagement models - Foster a culture of data-driven experimentation to continuously improve scaled success effectiveness - Provide strategic insights on customer trends and product adoption to leadership and cross-functional partners Qualifications - 8+ years of experience in B2B SaaS Customer Success or Account Management, including leading and scaling revenue-responsible teams in high-growth environments - Proven ownership of Net Revenue Retention (NRR) and Gross Revenue Retention (GRR), with a track record of driving measurable retention and expansion outcomes - Deep experience leading CS strategy across SMB, Mid-Market, and Enterprise ACV segments, optimizing engagement models to maximize revenue yield and reduce churn risk - Demonstrated success managing and forecasting recurring revenue across both month-to-month and term-based contracts, with high accuracy and executive-level visibility - Experience driving cross-sell and expansion across multi-product portfolios, including navigating competitive displacement and whitespace capture - Strong commercial operator with expertise in pipeline visibility, renewal risk mitigation, health scoring, and performance management systems - Proven ability to partner cross-functionally with Sales, Product, Marketing, and Services to unlock expansion revenue and accelerate customer lifetime value - Highly analytical and metrics-driven, leveraging automation, AI, and scalable systems to improve retention, increase expansion rates, and drive predictable revenue growth - Execution-oriented leader who thrives in performance-based cultures and is motivated by clear revenue targets and measurable business impact Benefits - Competitive salary - Great benefits package (Pension Plan, PTO, Paid Holidays...) - An outstanding collaborative work environment - The compensation range for this role is $150,000 - $175,000 OTE Work Environment / Physical Demands - Contact with clients on a regular basis, multiple priorities and deadlines, pressure of sales targets - We are not sponsoring visas at this time

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description We are looking for a Client Experience Specialist to support individuals with coordinating services and managing important details. The right candidate enjoys helping others, solving problems, and maintaining strong relationships with clients. - Communicate with clients to identify their preferences and expectations - Research and present service options that match client needs - Coordinate bookings, confirmations, and documentation - Maintain professional communication throughout the process - Ensure a positive experience through attentive follow-up Qualifications - Customer service experience preferred - Strong attention to detail - Ability to stay organized and meet deadlines - Comfortable using digital communication platforms Benefits - Flexible hours - Training and onboarding resources - Growth opportunities - Performance incentives Company Description

• Design and deliver enablement programs that standardize programs including success planning, risk management, QBR execution, and renewals. • Partner with the Director of Revenue Enablement to turn CS/S priorities into focused enablement programs that reduce risk, drive adoption and expansion, and strengthen KPI execution. • Define success metrics with Director of Revenue Enablement, CS Leadership, and CS Ops and monitor adoption, execution quality, retention signals, and expansion outcomes. • Drive consistent tool usage and workflow execution in Gainsight, Gong, Glean, and related CS technologies through micro-training, job aids, and embedded reinforcement.

• Lead and develop the EMR Success team • Manage, coach, and develop EMR Integration Specialists responsible for successful implementations and ongoing client support, proactively identifying and breaking through customer and internal barriers to drive customer success. • Create clear operating rhythms (intake, prioritization, escalation, customer communications, post-mortems) and ensure consistent execution across the team, delivering best-in-class field and clinic-level support. • Drive customer success for EMR integrations • Ensure customers are successfully implemented and supported across the full integration lifecycle, including implementation planning and cross-functional coordination. • Oversee key activities such as workflow assessment, roll-out planning, training/change management, go-live support, and post go-live planning. • Ensure the team provides end-user training and maintains high customer satisfaction. • Be the technical point for triage + escalation (Software Product Manager mindset) • Lead triage of integration issues and changes; ensure ownership, urgency, and clear resolution paths. • Partner with internal technical teams to “navigate and champion IT project requests,” unblock dependencies, and drive timely resolution. • Develop clear and documented playbooks for the team to follow. • Build scalable processes and improve the system • Develop and continuously improve documented, scalable processes for implementation and ongoing EMR support, optimizing solution offerings and implementation workflows. • Build metrics and reporting around customer health, backlog, SLA performance, go-live readiness, and recurring issue themes. • Partner cross-functionally • Serve as a liaison across Sales and external stakeholders to improve onboarding, closing of EMR integrations and customer experience both for our customers and the sales team. • Ensure the team effectively educates internal and external partners on EMR integration processes and best practices.