STARS + HONEY: Head of Consumer Experience

ROLE OVERVIEW

Stars + Honey is a fast-growing functional nutrition brand on a mission to eliminate compromise in health and indulgence. Our products deliver joyful flavor and clean functionality, making everyday wellness feel like a treat rather than a trade-off.

As we enter our next phase of growth — scaling from a strong DTC foundation into national retail — we are seeking a Head of Consumer Experience to build and lead a best-in-class consumer experience function.

This role is critical to:

• Delivering an exceptional consumer experience across every touchpoint
• Increasing consumer loyalty, repeat purchase, and advocacy
• Protecting and strengthening the Stars + Honey brand reputation
• Turning consumer feedback into actionable business insights
• Building scalable systems and processes that support rapid growth

This leader will own the end-to-end consumer experience strategy and operations across DTC, Amazon, and retail support channels, ensuring every interaction reflects the premium, joyful, and consumer-first experience that defines Stars + Honey.

This role reports to the Chief Brand & Commercial Officer.

IMPACT OF THIS ROLE

As Director of Consumer Experience, you will play a critical role in shaping how consumers experience Stars + Honey across every stage of their journey.

• You will build the systems, processes, and standards that ensure consumers receive thoughtful, timely, and effective support while helping the organization learn from every interaction.
• You will own the consumer experience from first purchase through repeat purchase, ensuring that every question, concern, product issue, and moment of delight strengthens trust in the brand.
• You will serve as the voice of the consumer internally, partnering closely with Brand, Growth, Sales, Operations, and Product Development to identify opportunities, solve problems, and improve the overall consumer experience.

This is a unique opportunity to build a consumer experience function that not only supports consumers, but strengthens loyalty, drives advocacy, and contributes meaningfully to long-term brand growth.

WHAT YOU’LL OWN

1. Consumer Care Operations

Own and elevate the day-to-day consumer experience across all channels:

• Manage consumer support across email, website, social media, Amazon, and retail-related inquiries
• Establish service standards, response time expectations, and escalation protocols
• Develop and maintain SOPs, workflows, and response playbooks
• Ensure all consumer interactions reflect the Stars + Honey brand voice and values
• Continuously identify opportunities to improve the consumer experience while increasing operational efficiency

Success = fast response times, exceptional service, and consistently positive consumer experiences.

2. Consumer Satisfaction & Service Excellence

Build a consumer experience function that consumers genuinely love interacting with:

• Establish and monitor key consumer experience KPIs
• Track and improve response times, resolution rates, satisfaction scores, and recurring issues
• Conduct regular quality assurance reviews and coaching
• Identify friction points and implement improvements
• Create systems that make it easy for consumers to get the help they need

Success = stronger consumer satisfaction, fewer service issues, and increased consumer loyalty.

3. Reviews, Reputation & Brand Advocacy

Protect and strengthen the Stars + Honey brand across every consumer touchpoint:

• Monitor consumer sentiment across reviews, social channels, and support interactions
• Own review management across Amazon, DTC, and key retail partners
• Identify recurring themes and partner cross-functionally to address root causes
• Build systems that encourage ratings, reviews, referrals, and advocacy
• Help turn satisfied consumers into passionate brand ambassadors

Success = stronger brand sentiment, increased positive reviews, and growing consumer advocacy.

4. Voice of Consumer & Insights

Serve as the voice of the consumer throughout the organization:

• Collect and analyze feedback from support channels, reviews, surveys, and social conversations
• Identify trends, opportunities, and recurring pain points
• Develop recurring Voice of Consumer reporting for leadership
• Translate consumer feedback into actionable recommendations
• Partner with Brand, Product Development, Sales, and Operations to improve products, experiences, and communications

Success = consumer insights directly influence business decisions and help drive continuous improvement.

5. Consumer Recovery & Escalation Management

Own resolution of complex consumer issues and ensure challenging situations become opportunities to build trust:

• Manage escalated service issues and product-related concerns
• Partner with Operations and Quality teams to investigate product feedback and complaints
• Develop consumer recovery programs and service recovery best practices
• Create clear communication frameworks for handling sensitive situations
• Success = consumers leave even difficult interactions feeling heard, valued, and confident in the brand.

6. Systems, Technology & Scalability

Build the infrastructure needed to support rapid growth:

• Own consumer experience platforms and tools
• Improve workflows, automation, and reporting capabilities
• Develop dashboards and reporting that provide visibility into performance and consumer trends
• Manage external consumer care agencies and partners
• Build systems that scale as the business continues to grow

Success = scalable infrastructure that supports exceptional service without sacrificing quality.

7. Team & Partner Leadership

• Recruit, develop, and lead a high-performing consumer experience team
• Manage external partners and agencies
• Establish clear goals, accountability, and performance expectations
• Foster a consumer-first mindset across the organization

WHAT SUCCESS LOOKS LIKE (First 6–12 Months)

• Consumer response times improve significantly
• Consumer satisfaction scores exceed established benchmarks
• Ratings and reviews improve across key channels
• Recurring service issues and escalations decline
• A structured Voice of Consumer program is established
• Consumer feedback is regularly shared and acted upon across the organization
• Scalable systems and processes are implemented to support future growth
• Consumer experience becomes a meaningful driver of loyalty, advocacy, and repeat purchase

WHO YOU ARE

Experience

• 5–10+ years of experience in Consumer Experience, Customer Service, Consumer Care, Customer Success, or related functions
• Experience scaling support operations within high-growth consumer brands
• Background in DTC, eCommerce, CPG, or omnichannel consumer businesses
• Experience building processes, systems, and teams in fast-paced environments

Capabilities

• Deep understanding of consumer experience and customer service best practices
• Strong operator who enjoys building systems and solving problems
• Highly consumer-centric with exceptional empathy and judgment
• Strong analytical mindset with the ability to translate data and feedback into action
• Effective cross-functional collaborator

Leadership Traits

• High ownership mindset
• Strong communication skills
• Detail-oriented and operationally rigorous
• Bias toward action and continuous improvement
• Passion for building brands consumers genuinely love

WHY THIS ROLE MATTERS

This role is central to Stars + Honey's ambition to become a leading omnichannel nutrition brand by:

• Delivering exceptional consumer experiences at scale
• Building deeper relationships with consumers
• Strengthening trust, loyalty, and advocacy
• Protecting and enhancing brand reputation
• Turning consumer feedback into meaningful business improvements
• At Stars + Honey, we believe consumers should never have to compromise between health and indulgence. This role ensures they never have to compromise on their experience with our brand, either.

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Superhuman offers a dynamic hybrid model, and candidates in this role can be based remotely. You may be expected to travel to meet in person during your team’s scheduled collaboration weeks. Managers will determine in-person time according to business needs.

About Superhuman

Grammarly is now part of Superhuman, the AI productivity platform on a mission to unlock the superhuman potential in everyone. The Superhuman suite of apps and agents brings AI wherever people work, integrating with over 1 million applications and websites. The company’s products include Grammarly’s writing assistance, Coda’s collaborative workspaces, Mail’s inbox management, and Go, the proactive AI assistant that understands context and delivers help automatically. Founded in 2009, Superhuman empowers over 40 million people, 50,000 organizations, and 3,000 educational institutions worldwide to eliminate busywork and focus on what matters. Learn more at superhuman.com and about our values here.

The Opportunity

Superhuman is evolving from a beloved single product into a full AI productivity suite, and our most strategic accounts are where that transformation gets proven out. As the leader of this team, your mission isn't to manage accounts; it's to build and lead a team of Strategic CSMs who do, and to set the standard for what consultative, outcomes-driven customer partnership looks like at Superhuman.

This is not a role for someone who inherits a mature motion and optimizes it. The playbooks for what great enterprise success looks like across Mail, Go, Docs, and Agents are still being written. You and your team is where Superhuman figures that out. The patterns you validate and the programs you build will become the foundation for how Superhuman delivers strategic CS at scale.

In this role, you will:

• Build, lead, and develop a team of Strategic CSMs. Setting a high bar for consultative depth, account health, and measurable outcomes, and actively developing your team's ability to meet it

• Design and own the high-touch success program for Superhuman's most strategic accounts: the frameworks, playbooks, and engagement models that ensure customers have the right expectations for what Superhuman can do, and that your team is the reason those expectations are met

• Develop your CSMs into genuine consultative partners — coaching them to navigate change management, set accurate expectations, and help customers rethink how they work across a multi-product suite

• Build and maintain executive relationships at key strategic accounts, serving as the escalation point and senior thought partner when the stakes are highest

• Define the metrics that matter across multi-product adoption, net revenue retention, and health scores, and build the operating cadence and accountability frameworks to track and improve them across the portfolio

• Be the primary voice for what strategic customers need from the product: synthesizing your team's account-level insights into clear, prioritized feedback that shapes Superhuman's roadmap, particularly for Agents and Go

• Partner cross-functionally with Sales, Solutions Engineering, Product, and Partnerships to ensure a unified customer experience from pre-sale through expansion, and to remove the organizational friction that holds accounts back

• Drive adoption of AI tools and workflows across your team, improving how CSMs prioritize accounts, surface risks, and free up time for the high-touch work that actually moves relationships forward

• Experiment deliberately: test new models for how strategic CS is delivered, document what works, and build toward a repeatable motion that can scale beyond the strategic tier

Qualifications

We're looking for someone who:

• Has a track record of building and scaling high-performing CS teams from scratch, not just optimizing an inherited operation. Creating clear operating cadences, performance frameworks, and a culture of accountability

• Knows what great consultative customer success looks like and can develop that capability in others: coaching CSMs to set accurate expectations, uncover customer goals, and drive results even when the path isn't obvious

• Has built teams that show up as credible, strategic partners at the executive level, and can coach CSMs to earn that trust and navigate the change management complexity that comes with displacing deeply embedded tools

• Develops people intentionally: invests in each CSM's growth, gives direct feedback, and creates the conditions for the team to do the best work of their careers

• Operates in both modes: visionary and executional. You can zoom out and design the system, and zoom in when the work calls for it, and know when each is needed

• Brings a builder's mindset: creates structure and rigor in a fast-moving environment without needing a mature operation to inherit, and is energized by figuring out what "great" looks like before it's been defined

• Is deeply AI-fluent: uses AI in their own work, has a clear point of view on where it should augment versus step back in the customer relationship, and can drive meaningful adoption of AI-augmented workflows across the team

• Can synthesize quantitative and qualitative signals, from adoption metrics and health scores to account-level feedback. Converting these insights into decisions and product advocacy that are clear, timely, and grounded

Compensation and Benefits

Superhuman offers all team members competitive pay along with a benefits package encompassing the following and more:

• Excellent health care (including a wide range of medical, dental, vision, mental health, and fertility benefits)

• Disability and life insurance options

• 401(k) and RRSP matching

• Paid parental leave

• 20 days of paid time off per year, 12 days of paid holidays per year, two floating holidays per year, and flexible sick time

• Generous stipends (including those for caregiving, pet care, wellness, your home office, and more)

• Annual professional development budget and opportunities

Superhuman takes a market-based approach to compensation, so base pay may vary by location. Our US locations are categorized into two compensation zones based on proximity to our hub locations. In Canada, all locations where we support employment are considered “Zone 1”.

Base pay may vary considerably depending on job-related knowledge, skills, and experience. The expected “On Target Earnings” (OTE) for this role are outlined and may be modified in the future. The commission portion for this role will be 20% of the On-Target Earnings (OTE).

For more information about our compensation zones and locations where we currently support employment, please refer to this page. If a location of interest is not listed, please speak with a recruiter for additional information.

We encourage you to apply

At Superhuman, we value our differences, and we encourage all to apply—especially those whose identities are traditionally underrepresented in tech organizations. We do not discriminate on the basis of race, religion, color, gender expression or identity, sexual orientation, ancestry, national origin, citizenship, age, marital status, veteran status, disability status, political belief, or any other characteristic protected by law. Superhuman is an equal opportunity employer and a participant in the US federal E-Verify program (US). We also abide by the Employment Equity Act (Canada).

Company Description

Are you ready to trade your job for a journey? Become a FlyMate!

Passion, excitement & global collaboration are all core to what it means to be a FlyMate. At Flywire, we’re on a mission to deliver the world’s most important and complex payments. We use our Flywire Advantage - the combination of our next-gen payments platform, proprietary payment network and vertical specific software, to help our clients get paid, and help their customers pay with ease - no matter where they are in the world.

What more do we need to truly be unstoppable? Perhaps, that is you!

Who we are:

Flywire is a global payments enablement and software company, founded more than a decade ago to solve high-stakes, high-value payments in higher education. We’ve since scaled into new regions and industry verticals and expanded our product offerings to deliver meaningful value to our clients around the world.

Today we support more than 4,800 clients across the global education, healthcare, travel & B2B industries, with diverse payment methods across 240 countries & territories and more than 140 currencies.

With over 1,200 global FlyMates, representing more than 40 nationalities, and in 12 offices world-wide, we’re looking for FlyMates to join the next stage of our journey as we continue to grow.

Job Description

The Opportunity:

We, at Flywire, are seeking a Payment Experience Team Lead in the Americas.

Payment Experience roles at Flywire are not your typical ‘support’ roles. As the first point of contact at Flywire, you will be equipped with broad knowledge of Flywire’s core business capabilities, which alongside your positive attitude and the support of our amazing global team, allows you to troubleshoot any aspect of our payer’s problems.

As part of this role, you will liaise closely with Client & Payment Experience Managers, other regional team leads, Central Service team and all departments in a fast-paced environment where growth and change are the norm. Resilience, curiosity, cultural awareness, and empathy are key traits, as your day-to-day will be filled with communicating internationally. Strong written and verbal communication skills are also required.

You will be primarily responsible for supporting payer enquiries, serving as a content expert for Flywire payment offerings and products. In addition to this, you will also drive forward the regional Payment Experience Team and be both the key escalation point for Payment Experience Associates & Specialists and the key voice for payment experience. A Payment Experience Team Lead should support the Client & Payment Experience Managers in leading the regional Payment Experience Team, providing feedback on team training needs, regional teammates development plans, payer experience improvements plus anything else that would ultimately help our payers through a ‘frictionless’ experience. You will also support the regional & global Client & Payment Experience function through project work as necessary.

You will

• Provide solutions to complex issues for payers by phone, chat, and email with speed, professionalism and empathy
• Be the escalation point for teammates, serving as a content expert for Flywire payment offerings and products
• Be the voice of payers within Flywire escalating insight within the Client & Payment Experience (CPE) Team and beyond, using data and context to highlight areas for optimisation
• Work with the CPE Managers to design the regional Payment Experience team directions following the Global CPE direction and the company direction, proactively make plan to optimise our process, drive efficiency and scaling of manual work using data analysis
• Drive forward the regional Payment Experience Team, manage the team’s daily operations and projects execution, support team members in reaching the team goals and in their personal development
• Handle regular team administrative tasks such as the creation of monthly schedules for live contact support and scheduled tasks, weekly updates, training and quality review
• Be the main representative for regional Payment Experience Team, maintaining connection with both Regional CPE Team and other regional stakeholders for regional related new launch and training material preparation, tracking impact for the related change

Qualifications

Here’s what we’re looking for:

• 2+ years of team supervision experience with at least 5 years in a customer support facing role, strong people management skills
• Excellent written and verbal English language skills, additional language (eg. French, Portuguese) is a plus
• Customer oriented mindset, able to listen, understand, and find a solution to the most difficult customer requests with professionalism and empathy
• Comfortable with multi-tasking; able to work under intense pace and high pressure
• Proactive and ambitious learner, able to quickly adapt to the fast changing requirements, remain organized through lots of change and updated materials
• The desire to develop leadership skills, to drive a team’s success and support teammates within the role’s scope, being comfortable and composed when either giving or receiving feedback
• Self motivated and self disciplined, take ownership & accountability (solving enquiries from start to finish)
• Great attention to details, sensitive to issues or potential issues and proactively seek for solutions
• Strong analytical skill, able to use data / best judgement to prioritise tasks that have the most value-add impact
• Excellent interpersonal and communication skills to enable effective interaction and collaboration within the team and key business stakeholders. Able to adapt the communication style to different audiences.
• Ability to work on a flexible schedule
• Familiarity with Microsoft Office suite and CRM software
• Customer service experience
• Payment related experience (banking, forex company)
• International experience (preferred)

Technologies We Use:

• Zendesk
• Google Workspace
• Banking and partner back offices
• Looker

Additional Information

What We Offer:

• Competitive compensation
• Employee Stock Purchase Plan (ESPP)
• Flying Start - Our immersive Global Induction Program (Meet our Execs & Global Teams)
• Work with brilliant people that will keep you on your toes, learn more about their journeys by checking out #InsideFlywire on social media
• Dynamic & Global Team (we have been collaborating virtually for years!)
• Wellbeing Programs (Mental Health, Wellness, Yoga/Pilates/HIIT Classes) with Global FlyMates
• Competitive time off including FlyBetter Days to volunteer in your community and Digital Disconnect Days!
• Great Talent & Development Programs (Managers Taking Flight – for new or aspiring managers!)

Submit today and get started!

We are excited to get to know you! Throughout our process you can expect to meet different FlyMates including the Hiring Manager and other Flymates. Your Talent Acquisition Partner will walk you through the steps and be your “go-to” person for questions.

Flywire is an equal opportunity employer and follows a policy of administering all employment decisions and personnel actions without regard to race, color, religion, sex, pregnancy, gender identity, national origin, age, ancestry, physical or mental disability, sexual orientation, genetic disposition or carrier status, veteran status, or any other category protected under applicable national, federal, state or local law.

The US base salary range for this full-time position is $55,000-$65,000 plus bonus and benefits. Our salary ranges are determined by role, position level, and location. The range displayed on this job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and several other factors, including job-related skills, experience, relevant education and training.

#LI-Hybrid

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

So, what’s the role all about?

The Manager, Customer Success is accountable for overseeing a Technical Account Management team that is responsible for delivering world-class customer service to NiCE’s key customers. Specifically, this position is responsible for building, mentoring, developing and leading a team of Technical Account Managers (TAMs). This position supports the TAMs in building long-term relationships with new and existing customers by leveraging appropriate company resources to meet their immediate needs, ensuring the resolution of technical issues, proposing enhancements to products and/or services, and helping them to use NiCE technology/products more effectively. The manager helps the team achieve its goals of industry-leading customer satisfaction, reference ability, and retention. This position also assists executives in defining organizational goals and strategic plans that ensure customer success, help the company grow, and build a positive, winning culture. This position is a customer-facing position chartered with engaging customers in a consultative capacity and providing specialized expertise around NiCE products, the contact center industry, and other contact center ecosystem topics including CRM, telecommunications infrastructure, analytics, social media, and others. The manager will be responsible for both technical and business tasks including managing customer expectations and satisfaction, coaching TAMs who configure NiCE products based on best practices and customer requirements, coordinating inter-departmental activities within NiCE, tracking time and status within NiCE systems, and other tasks related to the success of his or her engagement.

Technical

• Provide direction to TAMs who are providing technical configuration, programming, database design, and management/coordination of changes to existing applications
• Provide process, data and object modeling in a variety of application and database environments
• Provide technical architecture leadership, analysis, design, development, and enhancement
• Maintain expertise and currency in industry-leading contact center technologies

Project

• Determine the need for and provide proposals for projects to improve business operations and effectiveness
• Develop costing proposals for projects, perform risk analysis, and manage change control
• Provide business analysis, business area assessment, user needs analysis and business systems design for major projects
• Conduct comprehensive cost/benefit analysis and prepare business cases for projects

Business

• Present a professional image in conduct, attitude and attire
• Assist with the development of client information management standards and evaluation of technology trends
• Contribute to business area assessment, user needs analysis and business systems design
• Assist with comprehensive cost/benefit analysis and preparation of business cases for new projects

Supervisory

• Supervise and mentor a team of direct reports consisting of Associate, Staff, and Senior-level Technical Account Managers
• Provide leadership to individuals on team(s) through coaching, feedback, development goals, and performance management
• Prioritize, assign and manage department activities and projects in accordance with the department’s goals and objectives
• Adjust hours of work, priorities and staff assignments to ensure efficient operation, based on workload
• Responsible for recruiting, hiring, coaching and discipline of employees within the department
• Perform annual merit reviews, quarterly reviews, and monthly or bi-weekly 1:1s.

Other

• This is an “on-call” position. You may receive calls 24X7 and are expected to be available unless otherwise engaged with another client or on a scheduled vacation
• Support the Technical Account Managers’ efforts with clients, helping them succeed
• Manage the assignment of new accounts to Technical Account Managers
• Maintain and disseminate a working knowledge of competitive product lines to the team in order to leverage the technical strengths and weaknesses of the competitor’s products to develop more qualified opportunities
• Provide assistance and coaching to Technical Account Managers enabling them to proactively and effectively identify customer needs and overcome objections to proposed solutions by performing technical benefits assessment for customers and gaining detailed understanding of their environment
• Oversee the development, administration, regular analysis and timely follow up of client satisfaction surveys
• Ensure that Technical Account Managers are tracking customer enhancement requests, participating in improving knowledgebase content, and are achieving their goals
• Measure progress/success of each Technical Account Manager via tracking of customer satisfaction, client retention, reference ability and revenue growth
• Follow the company Code of Ethics and NiCE policies and procedures at all times
• Communicate in an effective and professional way with customers in and outside of NiCE

Have you got what it takes?

• Bachelor’s degree in Computer Science, Business Information Systems or similar field equivalent work required.
• 7+ years experience in customer service, call/contact center, and/or service delivery
• 7+ years of Enterprise (Fortune 500) experience in Service Management
• 3+ years experience in building high-performance teams
• In-depth NiCE product knowledge
• Proven written and oral communication skills
• Strong mathematical skills and In-depth familiarity with Excel
• Problem-solving abilities and ability to meet deadlines
• Quantitative and statistical analysis skills
• Exceptional Customer facing skills
• Working technical knowledge of contact center software/design/functionality.
• Demonstrated experience in a fast-paced environment and meeting customer time constraints.
• Project management skills, and the ability to perform as a team player and leader.
• Ability to resolve complex and diverse issues and perform tasks and management.
• Demonstrated experience working independently with little to no daily supervision
• Implementation: broad skills in both technology & analysis; experience in communicating at a technical and functional level while managing business rapport
• Business Optimization: great skills around business analysis/call centers; experience in the KPIs and best practices of call centers and their operations
• Education & Enablement: professional and confident public presence; experience in commanding large audiences as a trainer and/or speaker
• Engineering Services: deep skills in specialized technical & functional areas; deeply technical expertise in software engineering, programming languages, integration, and/or databases

You will have an advantage if you also have:

• Working with Enterprise level accounts
• Network and Telecom experience
• Analytical, inquisitive, service & team-oriented, friendly demeanor, early adopter

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required. This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.​

What’s in it for you?

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr!

Enjoy NiCE-FLEX!

At NiCE, we work according to the NiCE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID: 11145 Reporting into: Vice President, Customer Success, SMB, CXone

Role Type: Manager

About NiCE

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

So, what’s the role all about?

The Manager, Customer Success is accountable for overseeing a Technical Account Management team that is responsible for delivering world-class customer service to NiCE’s key customers. Specifically, this position is responsible for building, mentoring, developing and leading a team of Technical Account Managers (TAMs). This position supports the TAMs in building long-term relationships with new and existing customers by leveraging appropriate company resources to meet their immediate needs, ensuring the resolution of technical issues, proposing enhancements to products and/or services, and helping them to use NiCE technology/products more effectively. The manager helps the team achieve its goals of industry-leading customer satisfaction, reference ability, and retention. This position also assists executives in defining organizational goals and strategic plans that ensure customer success, help the company grow, and build a positive, winning culture. This position is a customer-facing position chartered with engaging customers in a consultative capacity and providing specialized expertise around NiCE products, the contact center industry, and other contact center ecosystem topics including CRM, telecommunications infrastructure, analytics, social media, and others. The manager will be responsible for both technical and business tasks including managing customer expectations and satisfaction, coaching TAMs who configure NiCE products based on best practices and customer requirements, coordinating inter-departmental activities within NiCE, tracking time and status within NiCE systems, and other tasks related to the success of his or her engagement.

Technical

• Provide direction to TAMs who are providing technical configuration, programming, database design, and management/coordination of changes to existing applications
• Provide process, data and object modeling in a variety of application and database environments
• Provide technical architecture leadership, analysis, design, development, and enhancement
• Maintain expertise and currency in industry-leading contact center technologies

Project

• Determine the need for and provide proposals for projects to improve business operations and effectiveness
• Develop costing proposals for projects, perform risk analysis, and manage change control
• Provide business analysis, business area assessment, user needs analysis and business systems design for major projects
• Conduct comprehensive cost/benefit analysis and prepare business cases for projects

Business

• Present a professional image in conduct, attitude and attire
• Assist with the development of client information management standards and evaluation of technology trends
• Contribute to business area assessment, user needs analysis and business systems design
• Assist with comprehensive cost/benefit analysis and preparation of business cases for new projects

Supervisory

• Supervise and mentor a team of direct reports consisting of Associate, Staff, and Senior-level Technical Account Managers
• Provide leadership to individuals on team(s) through coaching, feedback, development goals, and performance management
• Prioritize, assign and manage department activities and projects in accordance with the department’s goals and objectives
• Adjust hours of work, priorities and staff assignments to ensure efficient operation, based on workload
• Responsible for recruiting, hiring, coaching and discipline of employees within the department
• Perform annual merit reviews, quarterly reviews, and monthly or bi-weekly 1:1s.

Other

• This is an “on-call” position. You may receive calls 24X7 and are expected to be available unless otherwise engaged with another client or on a scheduled vacation
• Support the Technical Account Managers’ efforts with clients, helping them succeed
• Manage the assignment of new accounts to Technical Account Managers
• Maintain and disseminate a working knowledge of competitive product lines to the team in order to leverage the technical strengths and weaknesses of the competitor’s products to develop more qualified opportunities
• Provide assistance and coaching to Technical Account Managers enabling them to proactively and effectively identify customer needs and overcome objections to proposed solutions by performing technical benefits assessment for customers and gaining detailed understanding of their environment
• Oversee the development, administration, regular analysis and timely follow up of client satisfaction surveys
• Ensure that Technical Account Managers are tracking customer enhancement requests, participating in improving knowledgebase content, and are achieving their goals
• Measure progress/success of each Technical Account Manager via tracking of customer satisfaction, client retention, reference ability and revenue growth
• Follow the company Code of Ethics and NiCE policies and procedures at all times
• Communicate in an effective and professional way with customers in and outside of NiCE

Have you got what it takes?

• Bachelor’s degree in Computer Science, Business Information Systems or similar field equivalent work required.
• 7+ years experience in customer service, call/contact center, and/or service delivery
• 7+ years of Enterprise (Fortune 500) experience in Service Management
• 3+ years experience in building high-performance teams
• In-depth NiCE product knowledge
• Proven written and oral communication skills
• Strong mathematical skills and In-depth familiarity with Excel
• Problem-solving abilities and ability to meet deadlines
• Quantitative and statistical analysis skills
• Exceptional Customer facing skills
• Working technical knowledge of contact center software/design/functionality.
• Demonstrated experience in a fast-paced environment and meeting customer time constraints.
• Project management skills, and the ability to perform as a team player and leader.
• Ability to resolve complex and diverse issues and perform tasks and management.
• Demonstrated experience working independently with little to no daily supervision
• Implementation: broad skills in both technology & analysis; experience in communicating at a technical and functional level while managing business rapport
• Business Optimization: great skills around business analysis/call centers; experience in the KPIs and best practices of call centers and their operations
• Education & Enablement: professional and confident public presence; experience in commanding large audiences as a trainer and/or speaker
• Engineering Services: deep skills in specialized technical & functional areas; deeply technical expertise in software engineering, programming languages, integration, and/or databases

You will have an advantage if you also have:

• Working with Enterprise level accounts
• Network and Telecom experience
• Analytical, inquisitive, service & team-oriented, friendly demeanor, early adopter

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required. This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.​

What’s in it for you?

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr!

Enjoy NiCE-FLEX!

At NiCE, we work according to the NiCE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID: 11145 Reporting into: Vice President, Customer Success, SMB, CXone

Role Type: Manager

About NiCE

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.

About Us

AfterShip, a Great Place to Work Certified company, is transforming the global eCommerce landscape. Founded in 2012, AfterShip is a post-purchase SaaS company on a mission to build the world’s leading automation platform for ecommerce merchants.

AfterShip unifies shipping & labels, order tracking, AI predictive delivery, and returns management into one system - giving merchants a single place to manage and automate everything that happens after checkout. By centralizing these workflows, AfterShip enables merchants to reduce customer support inquiries, deliver a more reliable and engaging customer experiences, and unlock incremental revenue at every post-purchase touchpoint.

AfterShip integrates seamlessly with eCommerce platforms including Shopify and TikTok Shop, and connects with more than 1,200 carriers worldwide. Today, over 20,000 businesses—including Samsung, Gymshark, Mejuri, Dr. Squatch and Alo Yoga—rely on AfterShip to turn every post-purchase moment into an opportunity to build trust, reduce costs, and drive repeat purchases.

Built for a global market from day one, AfterShip operates with an engineering-driven, internationally distributed team. The company employs more than 450 people across 8 offices, spanning North America, Europe, and Asia, and representing over 20 cities worldwide.

Your Mission:

We succeed when our customers succeed. As a Manager of the Technical Account Management (TAM) team at AfterShip, your team is the go-to team for AfterShip’s Enterprise customers and some of the industry’s top DTC brands to ensure nothing is standing in the way of harnessing the full power of AfterShip’s solutions.

Your attention to detail focuses on the customer needs in order to drive rapid customer onboarding and success. You will apply your passion for eCommerce and product expertise to ensure technical fit and seamless execution of our products. This will ultimately improve renewals and overall success while helping to collect customer testimonials, stories, and feedback.

This is a high-impact position within the growing Professional Services team.

What You’ll Do:

• Manage, mentor, and develop a team of 10+ TAMs, focusing on both technical skills (API troubleshooting and issue debugging) and soft skills (stakeholder management and proactive communication).
• Conduct regular customer call reviews and case audits to ensure technical accuracy and proactive account management.
• Own the onboarding and ramp-up of new TAMs, ensuring proficiency in AfterShip products within 90 days.
• Track and improve TAM KPIs, aligning them with customer success outcomes (e.g., Time to Live, renewals).
• Act as the “voice of the customer” to R&D, helping prioritize integrations and feature requests based on customer needs.
• Align with Customer Success leadership to drive positive customer outcomes.
• Partner with Support leadership to ensure effective handoffs, with TAMs focused on strategic, account-specific guidance rather than frontline support.

Who We’re Looking For:

• 2+ years of experience directly managing TAMs or SEs.
• Understanding of modern SaaS architecture (APIs, webhooks, SSO/SAML, databases, cloud infrastructure like AWS/GCP/Azure).
• Ability to de-escalate heated customer situations and translate technical constraints into business language for executive stakeholders.
• Excellent problem-solving and analytical skills.
• Exceptional communication and presentation abilities.
• Ability to manage a team and showcase leadership attributes. Coaching and mentorship plays an important role here.

At AfterShip, we know great talent doesn’t always fit every requirement. If you’re passionate about our mission and believe you can make an impact, we encourage you to apply.

Why You Should Join Us:

• Great Place to Work Certified: We’ve been recognized for our inclusive, values-driven culture that celebrates diversity and collaboration.
• Innovative & Inclusive Culture: Started by our software engineer-turned-CEO, AfterShip is built on curiosity, creativity, and collaboration. We’re a passionate, global team of problem solvers who put egos aside to innovate together. We take immense pride in fostering a culture that’s inclusive, which has allowed us to surround ourselves with the industry’s most talented professionals.
• Ambitious Mission with Real Impact: Join us in transforming eCommerce by making buying and selling easier for everyone. It’s one of the most dynamic spaces in tech, with limitless opportunities to innovate and grow.
• Thrive & Grow: There’s no ceiling to what you can achieve or learn here. We’re committed to empowering your career while advancing together as a company.
• Flexible Work Setup: We’re a remote-first team, meaning by default that employees work from home or on a hybrid-flexible basis in our hub locations (i.e., Toronto, Austin, Barcelona). You’re empowered to choose a work setup that works best for you and your team. With flexible hours depending on your time zone, you’ll be able to have a schedule that fits your working style and the requirements of your role.

Perks:

• Competitive compensation
• Remote-first work setups
• Healthcare coverage offered from day 1
• Retirement plans including company match
• Unlimited PTO
• Annual learning & wellness benefit
• Monthly book perk
• Career progression & professional development
• In-office lunch and commuter benefits for those located in our hub locations

Salary range for this role: CAD$155,000 - $178,000 on-target earnings

We are an equal opportunity employer and provide accommodations upon request throughout the recruitment process, in accordance with local legislation. Please let us know if you require any support, and we’ll work with you to meet your needs.

We believe in hiring right over hiring fast. While timelines may vary, we’re looking to fill this role as soon as possible.

Our hiring process uses AI to help with initial resume screening and to support interview note-taking. These tools help our team stay organized and fair, but all hiring decisions are made by people.

This job posting is for a new position.

About Us

AfterShip, a Great Place to Work Certified company, is transforming the global eCommerce landscape. Founded in 2012, AfterShip is a post-purchase SaaS company on a mission to build the world’s leading automation platform for ecommerce merchants.

AfterShip unifies shipping & labels, order tracking, AI predictive delivery, and returns management into one system - giving merchants a single place to manage and automate everything that happens after checkout. By centralizing these workflows, AfterShip enables merchants to reduce customer support inquiries, deliver a more reliable and engaging customer experiences, and unlock incremental revenue at every post-purchase touchpoint.

AfterShip integrates seamlessly with eCommerce platforms including Shopify and TikTok Shop, and connects with more than 1,200 carriers worldwide. Today, over 20,000 businesses—including Samsung, Gymshark, Mejuri, Dr. Squatch and Alo Yoga—rely on AfterShip to turn every post-purchase moment into an opportunity to build trust, reduce costs, and drive repeat purchases.

Built for a global market from day one, AfterShip operates with an engineering-driven, internationally distributed team. The company employs more than 450 people across 8 offices, spanning North America, Europe, and Asia, and representing over 20 cities worldwide.

Your Mission:

We succeed when our customers succeed. As a Manager of the Technical Account Management (TAM) team at AfterShip, your team is the go-to team for AfterShip’s Enterprise customers and some of the industry’s top DTC brands to ensure nothing is standing in the way of harnessing the full power of AfterShip’s solutions.

Your attention to detail focuses on the customer needs in order to drive rapid customer onboarding and success. You will apply your passion for eCommerce and product expertise to ensure technical fit and seamless execution of our products. This will ultimately improve renewals and overall success while helping to collect customer testimonials, stories, and feedback.

This is a high-impact position within the growing Professional Services team.

What You’ll Do:

• Manage, mentor, and develop a team of 10+ TAMs, focusing on both technical skills (API troubleshooting and issue debugging) and soft skills (stakeholder management and proactive communication).
• Conduct regular customer call reviews and case audits to ensure technical accuracy and proactive account management.
• Own the onboarding and ramp-up of new TAMs, ensuring proficiency in AfterShip products within 90 days.
• Track and improve TAM KPIs, aligning them with customer success outcomes (e.g., Time to Live, renewals).
• Act as the “voice of the customer” to R&D, helping prioritize integrations and feature requests based on customer needs.
• Align with Customer Success leadership to drive positive customer outcomes.
• Partner with Support leadership to ensure effective handoffs, with TAMs focused on strategic, account-specific guidance rather than frontline support.

Who We’re Looking For:

• 2+ years of experience directly managing TAMs or SEs.
• Understanding of modern SaaS architecture (APIs, webhooks, SSO/SAML, databases, cloud infrastructure like AWS/GCP/Azure).
• Ability to de-escalate heated customer situations and translate technical constraints into business language for executive stakeholders.
• Excellent problem-solving and analytical skills.
• Exceptional communication and presentation abilities.
• Ability to manage a team and showcase leadership attributes. Coaching and mentorship plays an important role here.

At AfterShip, we know great talent doesn’t always fit every requirement. If you’re passionate about our mission and believe you can make an impact, we encourage you to apply.

Why You Should Join Us:

• Great Place to Work Certified: We’ve been recognized for our inclusive, values-driven culture that celebrates diversity and collaboration.
• Innovative & Inclusive Culture: Started by our software engineer-turned-CEO, AfterShip is built on curiosity, creativity, and collaboration. We’re a passionate, global team of problem solvers who put egos aside to innovate together. We take immense pride in fostering a culture that’s inclusive, which has allowed us to surround ourselves with the industry’s most talented professionals.
• Ambitious Mission with Real Impact: Join us in transforming eCommerce by making buying and selling easier for everyone. It’s one of the most dynamic spaces in tech, with limitless opportunities to innovate and grow.
• Thrive & Grow: There’s no ceiling to what you can achieve or learn here. We’re committed to empowering your career while advancing together as a company.
• Flexible Work Setup: We’re a remote-first team, meaning by default that employees work from home or on a hybrid-flexible basis in our hub locations (i.e., Toronto, Austin, Barcelona). You’re empowered to choose a work setup that works best for you and your team. With flexible hours depending on your time zone, you’ll be able to have a schedule that fits your working style and the requirements of your role.

Perks:

• Competitive compensation
• Remote-first work setups
• Healthcare coverage offered from day 1
• Retirement plans including company match
• Unlimited PTO
• Annual learning & wellness benefit
• Monthly book perk
• Career progression & professional development
• In-office lunch and commuter benefits for those located in our hub locations

Salary range for this role: CAD$155,000 - $178,000 on-target earnings

We are an equal opportunity employer and provide accommodations upon request throughout the recruitment process, in accordance with local legislation. Please let us know if you require any support, and we’ll work with you to meet your needs.

We believe in hiring right over hiring fast. While timelines may vary, we’re looking to fill this role as soon as possible.

Our hiring process uses AI to help with initial resume screening and to support interview note-taking. These tools help our team stay organized and fair, but all hiring decisions are made by people.

This job posting is for a new position.

For over 20 years, Smartsheet has helped people and teams achieve–well, anything. From seamless work management to smart, scalable solutions, we’ve always worked with flow. We’re building tools that empower...

Company Description

When you join Turnitin, you’ll be welcomed into a company that is a recognized innovator in global education. For over 25 years, Turnitin has partnered with educators and institutions to develop learning integrity solutions that recognize the enduring value of critical thinking in a rapidly changing world. Over 16,000 academic institutions, publishers, and corporations use our services in more than 185 countries around the world: Turnitin Feedback Studio, Clarity, Originality, Gradescope, ExamSoft, Similarity, and iThenticate. Protecting the value of an authentic education is at the heart of who we are.

Experience a remote-first culture that empowers you to work with purpose and accountability in a way that best suits you, supported by a comprehensive package that prioritizes your overall well-being. Our diverse community of colleagues are all unified by a shared desire to make a difference in education.

Turnitin is a global organization with team members in over 35 countries including the United States, Mexico, United Kingdom, Australia, Japan, India, and the Philippines.

Job Description

The Go-To-Market team in the SecEd region is at the heart of driving customer engagement, retention, and growth. We focus on delivering exceptional customer experiences, ensuring value realization, and supporting strategic business objectives through proactive customer success management and targeted account strategies.

We are seeking a dynamic, strategic, and resilient Manager of Customer Success to lead a team of high-performing individual contributors. In this role, you will translate functional plans into concrete operational processes, manage resources to meet critical schedules, and influence the techniques we use to drive customer retention and growth.

Responsibilities

Team Leadership & Development:

• Lead, mentor, and coach a team of Customer Success Managers (CSMs), ensuring they deliver exceptional customer experiences and achieve their KPIs.
• Conduct regular 1:1s, performance reviews, and development planning sessions to support team growth and engagement.

Operational Excellence:

• Monitor and analyze team performance metrics
• Ensure adherence to best practices, processes, and playbooks to drive consistent and scalable customer success outcomes.
• Work cross-functionally with Marketing, Product, and other Supporting teams to address customer needs and align on strategic goals.
• Communication Skills: Exceptional ability to communicate, present, and build partnerships with contacts both inside and outside your immediate area of expertise.
• Analytical Thinking: A track record of using data and process-oriented thinking to solve diverse, complex business problems.

Qualifications

Requirements:

• 5+ years of CSM experience in EdTech/SaaS
• 2+ years of Sales Management experience
• Confident working with; SFDC, Google workspace and Zoom
• Some experience working with; Tableau
• Confident in analyzing data to make strategic decisions
• Confident in development coaching and leadership skills

Tii Elements:

• Coaching & Team Building
• Resourcefulness
• Adaptability
• Accountability

Additional Information

The expected annual base salary range for this position is: $91,935/year to $153,225/year. This position is bonus eligible.

Actual compensation will be provided in writing at the time of offer, if extended, and is determined by work location and a range of other relevant factors, including but not limited to: experience, skills, degrees, licensures, certifications, and other job-related factors. Internal equity, market and organizational factors are also considered.

Total Rewards @ Turnitin

At Turnitin, we believe Total Rewards go far beyond pay. While salary, bonus, or commission are important, they’re only part of the value you receive in exchange for your work.

Beyond compensation, you’ll experience the intrinsic rewards of unleashing your potential and making a positive impact on global education. You’ll also thrive in a culture free of politics, surrounded by humble, inclusive, and collaborative teammates.

In addition, our extrinsic rewards include generous time off and health and wellness programs that provide choice, flexibility, and a safety net for life’s challenges. You’ll also enjoy a remote-first culture that empowers you to work with purpose and accountability in the way that suits you best, all supported by a comprehensive package that prioritizes your overall well-being.

Our Mission is to ensure the integrity of global education and meaningfully improve learning outcomes.

Our Values underpin everything we do.

• Customer Centric: Our mission is focused on improving learning outcomes; we do this by putting educators and learners at the center of everything we do.
• Passion for Learning: We are committed to our own learning and growth internally. And we support education and learning around the globe.
• Integrity: Integrity is the heartbeat of Turnitin—it is the core of our products, the way we treat each other, and how we work with our customers and vendors.
• Action & Ownership: We have a bias for action. We act like owners. We are willing to change even when it’s hard.
• One Team: We strive to break down silos, collaborate effectively, and celebrate each others’ successes.
• Global Mindset: We consider different perspectives and celebrate diversity. We are one team. The work we do has an impact on the world.

Global Benefits

• Remote First Culture
• Health Care Coverage
• Education Reimbursement*Competitive Paid Time Off
• Self-Care Days
• National Holidays
• 2 Founder Days + Juneteenth Observed
• Paid Volunteer Time Off
• Charitable Contribution Match
• Monthly Wellness or Home Office Reimbursement
• Access to Employee Assistance Program (mental health platform)
• Parental Leave
• Retirement Plan with match/contribution

Seeing Beyond the Job Ad

At Turnitin, we recognize it’s unrealistic for candidates to fulfill 100% of the criteria in a job ad.  We encourage you to apply if you meet the majority of the requirements because we know that skills evolve over time. If you’re willing to learn and unleash your potential alongside us, join our team!

Turnitin, LLC is an Equal Opportunity Employer- vets/disabled.

#LI-LL1

Company Description

When you join Turnitin, you’ll be welcomed into a company that is a recognized innovator in global education. For over 25 years, Turnitin has partnered with educators and institutions to develop learning integrity solutions that recognize the enduring value of critical thinking in a rapidly changing world. Over 16,000 academic institutions, publishers, and corporations use our services in more than 185 countries around the world: Turnitin Feedback Studio, Clarity, Originality, Gradescope, ExamSoft, Similarity, and iThenticate. Protecting the value of an authentic education is at the heart of who we are.

Experience a remote-first culture that empowers you to work with purpose and accountability in a way that best suits you, supported by a comprehensive package that prioritizes your overall well-being. Our diverse community of colleagues are all unified by a shared desire to make a difference in education.

Turnitin is a global organization with team members in over 35 countries including the United States, Mexico, United Kingdom, Australia, Japan, India, and the Philippines.

Job Description

The Go-To-Market team in the SecEd region is at the heart of driving customer engagement, retention, and growth. We focus on delivering exceptional customer experiences, ensuring value realization, and supporting strategic business objectives through proactive customer success management and targeted account strategies.

We are seeking a dynamic, strategic, and resilient Manager of Customer Success to lead a team of high-performing individual contributors. In this role, you will translate functional plans into concrete operational processes, manage resources to meet critical schedules, and influence the techniques we use to drive customer retention and growth.

Responsibilities

Team Leadership & Development:

• Lead, mentor, and coach a team of Customer Success Managers (CSMs), ensuring they deliver exceptional customer experiences and achieve their KPIs.
• Conduct regular 1:1s, performance reviews, and development planning sessions to support team growth and engagement.

Operational Excellence:

• Monitor and analyze team performance metrics
• Ensure adherence to best practices, processes, and playbooks to drive consistent and scalable customer success outcomes.
• Work cross-functionally with Marketing, Product, and other Supporting teams to address customer needs and align on strategic goals.
• Communication Skills: Exceptional ability to communicate, present, and build partnerships with contacts both inside and outside your immediate area of expertise.
• Analytical Thinking: A track record of using data and process-oriented thinking to solve diverse, complex business problems.

Qualifications

Requirements:

• 5+ years of CSM experience in EdTech/SaaS
• 2+ years of Sales Management experience
• Confident working with; SFDC, Google workspace and Zoom
• Some experience working with; Tableau
• Confident in analyzing data to make strategic decisions
• Confident in development coaching and leadership skills

Tii Elements:

• Coaching & Team Building
• Resourcefulness
• Adaptability
• Accountability

Additional Information

The expected annual base salary range for this position is: $91,935/year to $153,225/year. This position is bonus eligible.

Actual compensation will be provided in writing at the time of offer, if extended, and is determined by work location and a range of other relevant factors, including but not limited to: experience, skills, degrees, licensures, certifications, and other job-related factors. Internal equity, market and organizational factors are also considered.

Total Rewards @ Turnitin

At Turnitin, we believe Total Rewards go far beyond pay. While salary, bonus, or commission are important, they’re only part of the value you receive in exchange for your work.

Beyond compensation, you’ll experience the intrinsic rewards of unleashing your potential and making a positive impact on global education. You’ll also thrive in a culture free of politics, surrounded by humble, inclusive, and collaborative teammates.

In addition, our extrinsic rewards include generous time off and health and wellness programs that provide choice, flexibility, and a safety net for life’s challenges. You’ll also enjoy a remote-first culture that empowers you to work with purpose and accountability in the way that suits you best, all supported by a comprehensive package that prioritizes your overall well-being.

Our Mission is to ensure the integrity of global education and meaningfully improve learning outcomes.

Our Values underpin everything we do.

• Customer Centric: Our mission is focused on improving learning outcomes; we do this by putting educators and learners at the center of everything we do.
• Passion for Learning: We are committed to our own learning and growth internally. And we support education and learning around the globe.
• Integrity: Integrity is the heartbeat of Turnitin—it is the core of our products, the way we treat each other, and how we work with our customers and vendors.
• Action & Ownership: We have a bias for action. We act like owners. We are willing to change even when it’s hard.
• One Team: We strive to break down silos, collaborate effectively, and celebrate each others’ successes.
• Global Mindset: We consider different perspectives and celebrate diversity. We are one team. The work we do has an impact on the world.

Global Benefits

• Remote First Culture
• Health Care Coverage
• Education Reimbursement*Competitive Paid Time Off
• Self-Care Days
• National Holidays
• 2 Founder Days + Juneteenth Observed
• Paid Volunteer Time Off
• Charitable Contribution Match
• Monthly Wellness or Home Office Reimbursement
• Access to Employee Assistance Program (mental health platform)
• Parental Leave
• Retirement Plan with match/contribution

Seeing Beyond the Job Ad

At Turnitin, we recognize it’s unrealistic for candidates to fulfill 100% of the criteria in a job ad.  We encourage you to apply if you meet the majority of the requirements because we know that skills evolve over time. If you’re willing to learn and unleash your potential alongside us, join our team!

Turnitin, LLC is an Equal Opportunity Employer- vets/disabled.

#LI-LL1

About Us

Ada is an AI customer service company whose mission is to make customer service extraordinary for everyone. We’re driven to raise a new standard of quality customer service at scale, enabling enterprise companies to deliver experiences that people love–instant, proactive, personalized, and effortless.

Ada is an AI transformation platform and partner—combining strategic expertise with powerful AI agent management technology to accelerate businesses’ AI maturity to keep them ahead of the curve. With Ada, 83% of customer conversations—and counting—are effortlessly resolved through automation, giving teams more time back, companies more resources to focus on growth, and customers more life to focus on what matters most to them.

Established in 2016, Ada is a Canadian company that has powered over 5.5 billion interactions for leading brands like Square, YETI, IPSY, and Monday.com, saving millions of hours of human effort. Backed with over $250M in funding from tier-one investors including Accel, Bessemer, FirstMark, Spark, and Version One Ventures, Ada is a pioneer in the management and application of AI in customer service.

At Ada, we see growth as a reflection of each individual owner’s personal growth. That’s why our values are rooted in driving progress and continuous improvement. If you’re ambitious and eager to grow, Ada could be the place for you.

Learn more at www.ada.cx.

About the Role

We’re seeking an experienced Director of Technical Support to lead our global 24⁄7 two-tiered support organization of Technical Support Advisors (Tier I) and Technical Support Engineers (Tier II). You’ll own the full technical support function from SLA governance and escalation frameworks to tooling strategy and team development, while serving as a strategic partner to Engineering, Product, and Customer Solutions.

This is an opportunity for you to shape a support organization that doesn’t just react to customer issues, but proactively surfaces product intelligence, drives quality improvements, and becomes a competitive differentiator for Ada in the enterprise market. Critically, you will be expected to leverage Ada’s own AI platform, Claude and MCP integrations to automate workflows, improve team productivity, and set a new standard for AI-native support operations.

Outcomes

• Champion Ada’s own platform for customer support automation while owning the end-to-end technical support KPI framework, including SLA design, enforcement, and continuous optimization across all tiers, along with metrics such as CSAT, escalation rates, deflection rates, and SLA adherence.
• Build and maintain an escalation framework that bridges Tier I and Tier II support and connects cleanly to Engineering and Product, serving as the executive escalation point for high-severity, high-impact client issues.
• Build AI-powered workflows and set measurable AI adoption targets for the team; running regular assessments and driving continuous improvement in how AI is embedded into daily support workflows, with defined success metrics including AI-assisted ticket resolution rate, deflection rate improvement, and time-to-resolution benchmarks.
• Act as the strategic connector between Technical Support, Engineering, Product, and Customer Solutions, translating raw client feedback into structured, and actionable bug reports.
• Represent technical support at the leadership level, contributing to product strategy and roadmap prioritization as both a practitioner and a thought leader.
• Instill rigorous backlog hygiene and queue management practices across the support organization.
• Leverage observability data and AI tooling to identify systemic issues before they impact clients at scale.

About You

• Experience in technical support or customer-facing technical roles, with recent years in a senior leadership capacity managing multi-tiered teams.
• Proven track record building and scaling technical support functions in high-growth B2B SaaS, CX, or AI-native environments
• Deep expertise troubleshooting RESTful APIs, cloud-based services, middleware, and modern authentication mechanisms (OAuth 2.0, JWT) utilizing debugging tools and practices: Postman, Swagger, Datadog, log analysis, and source code review; hands-on experience with LLM-based tooling, prompt engineering, AI agent workflows, and MCP integrations is required.
• You don’t just understand AI tools, you use them daily. You think naturally about how to automate, augment, and scale work using AI.
• You have a demonstrable track record of implementing AI workflows in a support or operations context — you can point to specific tools you built or deployed, workflows you automated, and measurable outcomes you drove.
• Exceptional people leader with demonstrated ability to build cohesive, high-performing teams across technical disciplines.
• Strong cross-functional influencer; you earn the trust of Engineering and Product through technical credibility, not just organizational authority.
• Excellent communicator who can shift fluidly between technical depth with engineers and executive-level storytelling with senior stakeholders.
• You’re energized by the idea of using Ada’s own platform to make your team more effective, and you hold yourself to the same standard you’d set for customers.
• You understand enterprise client dynamics and can navigate complex organizational relationships

#LI-NS1

Benefits & Perks

At Ada, you’ll not only build extraordinary products but also thrive in an environment designed for your success. We prioritize your well-being, growth, and work-life balance. Here’s what we offer:

Benefits

• Unlimited Vacation: Recharge when you need to.
• Comprehensive Benefits: Extended health coverage, dental, vision, travel, and life insurance.
• Wellness Account: Empowering you to invest in your overall well-being and lifestyle.
• Employee & Family Assistance Plan: Resources to support you and your loved ones.

Perks

• Flexible Work Schedule: Balance your work and personal life.
• Remote-First, In-Person Friendly: Options to work from home or at our local hub.
• Learning & Development Budget: Invest in your long-term growth goals and skills.
• Work from Home Budget: Equipping you with the tools and support for a seamless remote work experience.
• Access to Cutting-Edge AI Tools: Work with the best AI tech stack in the industry.
• Hands-On with LLMs: Enhance your expertise in leveraging large language models.
• A Thriving Industry: Join the forefront of innovation in AI, shaping the future of technology.

The above Benefits and Perks only apply to full-time, permanent employees.

As part of our recruitment process, we may use AI enabled tools to support certain aspects of hiring, such as interview note-taking. All hiring decisions are made by our team.

Thank you for your interest in joining us at Ada. Due to the high volume of applications, we will only contact candidates whose qualifications match closely to the requirements of the position. We appreciate the time you have invested in learning more about us.

SmarterDx, a Smarter Technologies company, builds clinical AI that is transforming how hospitals translate care into payment. Founded by physicians in 2020, our platform connects clinical context with revenue intelligence, helping health systems recover millions in missed revenue, improve quality scores, and appeal every denial. Become a Smartian and help optimize the way the healthcare system works for everyone. Learn more at smarterdx.com/careers.

Role

SmarterDx is seeking a Senior Manager, Customer Success who can help our customers thrive. In this role, you will ensure our health system clients maximize the value they find in SmarterDx by building trust, identifying insights, and driving toward solutions. You will collaborate with cross-functional teams to unlock customer value, monitor the effectiveness of SmarterDx’s solution post go-live, and help coordinate the implementation process for new clients and problems. This position requires exceptional project management, relationship-building, and communication skills.

This role is fully remote within the US.

What You’ll Do

• Manage a portfolio of existing, “live” customers on the SmarterDx platform
• Develop deep relationships with customers at all levels, acting as the customer’s trusted advisor, and providing guidance and knowledge to help them achieve their business objectives
• Partner with CS leadership to develop team tools, templates and processes, such as implementation plans, CS playbooks, and customer onboarding processes
• Lead hand-offs from Sales to CS, through implementation and go-live
• Coordinate with internal teams to resolve customer issues, access additional resources, and facilitate the solutions needed by customers
• Monitor client performance, report on financial impact to customer executives, drive product expansion, and work with sales to execute renewals
• Deliver customer feedback as a voice of the customer to internal teams, identifying customer needs, ideas, and challenges, and advocate for solutions and product enhancements
• Surface customer success stories, and help build a list of reference customers
• If necessary, coordinate implementation with clients and internal teams to ensure a successful launch

What You Bring

• 7-10+ years experience working in customer success or account management, primarily in health tech space with hospital and/or health system clients
• You’re familiar with DRGs and how they translate into payment
• You take radical ownership over your clients’ success
• Capable of being both detail-oriented and a big picture thinker, and can tailor communications by appropriately zooming in or zooming out
• You are gracious, empathetic, and excellent in written and verbal communication
• You love to say “yes,” but you know how to say “no”, offer alternative solutions, and have difficult customer conversations in a respectful manner
• You thrive in ambiguous roles and can use critical thinking skills to “figure it out”
• You love variety and are able to wear multiple hats within the same or multiple projects: PM, CSM, trainer, process designer, QA

Nice to Haves

• Hospital revenue cycle/billing experience is a huge plus, especially familiarity with CDI operational workflows
• Prior experience at a startup–especially as the first Customer Success Manager on a team
• Experience using Salesforce, ChurnZero, or similar
• Comfort with ad hoc data analytics

Compensation

• $140,000 - $160,000 salary

#LI-Remote

Benefits

• Medical, Dental & Vision – Comprehensive plans with leading insurance providers, covering 75% of your premiums, depending on the plan.
• Paid Parental Leave – Generous paid leave to support families through birth or adoption: Up to 12 weeks for parents.
• Remote-First Team – Work from anywhere in the U.S.
• Unlimited PTO & 10 Holidays – So you can relax and recharge.
• 401(k) with Traditional & Roth Options– Tax-advantaged retirement savings through Fidelity with a 4% match.
• Minimal Bureaucracy – A fast-moving, high-impact environment where you can focus on what matters.
• Incredible Teammates! – Work alongside smart, supportive, and mission-driven colleagues.

SmarterDx, a Smarter Technologies company, builds clinical AI that is transforming how hospitals translate care into payment. Founded by physicians in 2020, our platform connects clinical context with revenue intelligence, helping health systems recover millions in missed revenue, improve quality scores, and appeal every denial. Become a Smartian and help optimize the way the healthcare system works for everyone. Learn more at smarterdx.com/careers.

Role

SmarterDx is seeking a Senior Manager, Customer Success who can help our customers thrive. In this role, you will ensure our health system clients maximize the value they find in SmarterDx by building trust, identifying insights, and driving toward solutions. You will collaborate with cross-functional teams to unlock customer value, monitor the effectiveness of SmarterDx’s solution post go-live, and help coordinate the implementation process for new clients and problems. This position requires exceptional project management, relationship-building, and communication skills.

This role is fully remote within the US.

What You’ll Do

• Manage a portfolio of existing, “live” customers on the SmarterDx platform
• Develop deep relationships with customers at all levels, acting as the customer’s trusted advisor, and providing guidance and knowledge to help them achieve their business objectives
• Partner with CS leadership to develop team tools, templates and processes, such as implementation plans, CS playbooks, and customer onboarding processes
• Lead hand-offs from Sales to CS, through implementation and go-live
• Coordinate with internal teams to resolve customer issues, access additional resources, and facilitate the solutions needed by customers
• Monitor client performance, report on financial impact to customer executives, drive product expansion, and work with sales to execute renewals
• Deliver customer feedback as a voice of the customer to internal teams, identifying customer needs, ideas, and challenges, and advocate for solutions and product enhancements
• Surface customer success stories, and help build a list of reference customers
• If necessary, coordinate implementation with clients and internal teams to ensure a successful launch

What You Bring

• 7-10+ years experience working in customer success or account management, primarily in health tech space with hospital and/or health system clients
• You’re familiar with DRGs and how they translate into payment
• You take radical ownership over your clients’ success
• Capable of being both detail-oriented and a big picture thinker, and can tailor communications by appropriately zooming in or zooming out
• You are gracious, empathetic, and excellent in written and verbal communication
• You love to say “yes,” but you know how to say “no”, offer alternative solutions, and have difficult customer conversations in a respectful manner
• You thrive in ambiguous roles and can use critical thinking skills to “figure it out”
• You love variety and are able to wear multiple hats within the same or multiple projects: PM, CSM, trainer, process designer, QA

Nice to Haves

• Hospital revenue cycle/billing experience is a huge plus, especially familiarity with CDI operational workflows
• Prior experience at a startup–especially as the first Customer Success Manager on a team
• Experience using Salesforce, ChurnZero, or similar
• Comfort with ad hoc data analytics

Compensation

• $140,000 - $160,000 salary

#LI-Remote

Benefits

• Medical, Dental & Vision – Comprehensive plans with leading insurance providers, covering 75% of your premiums, depending on the plan.
• Paid Parental Leave – Generous paid leave to support families through birth or adoption: Up to 12 weeks for parents.
• Remote-First Team – Work from anywhere in the U.S.
• Unlimited PTO & 10 Holidays – So you can relax and recharge.
• 401(k) with Traditional & Roth Options– Tax-advantaged retirement savings through Fidelity with a 4% match.
• Minimal Bureaucracy – A fast-moving, high-impact environment where you can focus on what matters.
• Incredible Teammates! – Work alongside smart, supportive, and mission-driven colleagues.

Hi, we’re CompanyCam.

We’re a simple-to-use photo documentation and productivity app for contractors of all commercial and home services industries. Packed with intuitive functionality, CompanyCam facilitates unparalleled communication and accountability across a contractor’s entire business. We’re committed to providing a consumer-grade, game-changing experience that helps our users build trust within their company and with their customers.

But don’t let that corporate description fool you—the people behind our buttoned-up product are laid-back (but hardworking), genuine, and kickass, and you could be one of them!

The Role

At CompanyCam, the Manager, Mid-Market Customer Success leads a team responsible for delivering exceptional onboarding, adoption, retention, and expansion outcomes for our mid-market customers. This role owns the post-sale customer lifecycle and is accountable for driving Gross Revenue Retention (GRR), Net Revenue Retention (NRR), implementation success, and long-term customer growth.

This is a highly visible leadership role for someone who thrives in a fast-paced SaaS environment and enjoys balancing people leadership, operational excellence, and strategic customer engagement. The ideal candidate is both a builder and a coach — capable of scaling processes, developing high-performing teams, and stepping directly into complex customer situations when needed.

Location: This is a remote position. You must live and work permanently in the U.S. to be considered.

What You’ll Do

• Lead, coach, and develop a team of Mid-Market Customer Success Managers and Implementation Specialists, setting a high bar for customer outcomes and team performance
• Create a culture of accountability, ownership, and continuous improvement across the customer success organization
• Manage team performance across onboarding, adoption, retention, renewals, and expansion initiatives
• Own team-level KPIs including GRR, NRR, customer health, implementation timelines, and retention metrics
• Partner with team members on account strategy, customer escalations, renewal planning, and risk mitigation efforts
• Improve onboarding workflows and implementation processes to help customers achieve value quickly and consistently
• Use customer data and trends to identify risks, opportunities, and areas for operational improvement
• Collaborate cross-functionally with Sales, Product, Engineering, and leadership to improve the customer experience and influence segment strategy
• Support strategic customer relationships and high-impact accounts when needed
• Assist with hiring, onboarding, and ongoing development of Customer Success team members

The Impact You’ll Have

At CompanyCam, your work makes a real impact. Whether you’re writing code, supporting customers, or designing experiences, your contributions directly shape the product we deliver and the people we serve. We’re building something that helps real people solve real problems—and we believe that kind of work is best done by a team that reflects the world around us. I n this role, you’ll drive impact by:

• Lead and develop a high-performing Mid-Market Customer Success team focused on onboarding, adoption, retention, and expansion
• Drive measurable improvements in GRR, NRR, implementation timelines, and overall customer health
• Build scalable processes and operational frameworks that improve the customer lifecycle experience
• Partner cross-functionally with Sales, Product, and leadership to improve customer outcomes and segment strategy
• Strengthen customer relationships by supporting strategic accounts, mitigating risk, and driving long-term value realization
• Create a culture of accountability, ownership, and continuous improvement across the Customer Success organization

What You’ll Bring

• 3–5 years of experience in Customer Success, Account Management, Onboarding, or related customer-facing roles
• 1–2 years of leadership or people management experience, preferably within SaaS or a high-growth technology environment
• Experience managing customer retention, adoption, onboarding, or expansion initiatives
• Strong operational mindset with experience using KPIs and customer metrics to drive decisions and improve outcomes
• Excellent communication and relationship-building skills with customers, executives, and cross-functional stakeholders
• Ability to balance strategic thinking with hands-on execution in a fast-paced environment
• Strong problem-solving skills, customer advocacy, and a proactive approach to improving processes
• Comfortable navigating ambiguity while driving accountability and clarity across teams
• Experience supporting mid-market or commercial customer segments preferred
• Construction, field services, or related industry experience is a plus
• Strong operational mindset with experience managing KPIs, processes, and customer performance metrics
• Experience partnering cross-functionally with Sales, Product, and leadership teams
• A continuous growth-mindset, with a focus on learning, embracing challenges, and continuously improving.
• A knack for creativity and innovation, bringing fresh ideas to the table and solving complex problems.

Benefits & Compensation

This is a salaried position at CompanyCam. Our starting salary range is $81,000 per year and is based on experience. Our average on target earnings (OTE) are around $105,000. We also offer meaningful equity and other benefits.

CompanyCam is an equal-opportunity employer committed to respect, inclusion, and growth. We work hard, take responsibility, and support each other. Great ideas come from all backgrounds, and we carefully consider every applicant without regard to personal characteristics or traits. Even if your work experience doesn’t align perfectly, we encourage you to apply. What really matters to us is your potential, your passion, and your commitment to learning, innovation, and contributing meaningfully to our team.

For any accommodations or technical issues related to the online application or interview process, please email jobs@companycam.com and we’ll respond promptly. Please do not include any medical or health information in your message.

Note: Resumes sent to this email will not be reviewed or responded to. To be considered for a position, you must apply directly through our careers page.

Headquarters: Remote
URL: http://onthegosystems.com

WPML is the world's most popular multilingual plugin for WordPress. We power hundreds of thousands of paying customers. Our customers are agencies, store owners, publishers, and governments. We have been profitable for over a decade. We ship real software that real customers depend on. We are not a startup looking for product-market fit. We are a mature company that needs someone to own one of our most important numbers.

The Job

You own retention. Not coordinate it. Own it.

That means:

• Churn rate, renewal rate, and net revenue retention are yours. You set the targets. You build the plan. You ship the work. You report the results.
• Our NPS program and our public-rating surfaces (Trustpilot, Capterra, G2) are metrics you move. They are not projects you status-report on.
• You lead the existing Retention team and shape its evolution. You coach the team. You get more from the people on it than they are getting from themselves today. The team's shape will evolve as your AI-amplified work scales.
• You work with Support, Engineering, and Product as your three core counterparts. Support is where today's churn signal lives. You constantly mine what is trending and what customers are struggling with right now. You will not request reports from Support. You will use our internal intelligence tools and look yourself. Engineering and Product are where you ship retention-critical fixes. You arrive with business cases that make prioritization obvious.
• You report to the CEO directly. No layers. No fancy slides. Only results.

Who You Are

• You want to be doing the work, not just managing it. Your best weeks are the ones where you wrote the strategy, ran the analysis, drafted the comms, and shipped the experiment yourself. AI tools are part of your daily working stack. You use them to do more, not to escape doing. If you have been promoted away from doing the work and you miss it, this is the job.
• You have measurably moved a retention metric at a previous company. You can describe exactly how. Specific numbers. Specific actions. Specific results.
• You come from a self-serve B2B SaaS. SMB, prosumer, or developer tools. You know the difference between running a self-serve renewal motion and running an enterprise CSM team. You have done the former.
• You are data-fluent. You read funnels for fun. You can write SQL or instruct an analyst precisely.
• You decide. When you have 70% of the information, you commit and adjust. You do not escalate decisions back to your CEO that you were hired to make.
• You treat coordination as the cost of the work, not the substance of it.

If your most recent experience is enterprise CSM with a dedicated book of accounts, this is not the role.

What We Offer

• A real metric to move. The authority to move it.
• Direct, regular access to the CEO. No politics. No committees.
• An AI-amplified working culture. The CEO uses AI tools daily for analysis, drafting, and strategic work. You are expected to do the same. We invest in the tooling and the team norms that let a small operation punch above its weight.
• Competitive senior-leadership compensation. Specifics with HR.
• 100% remote since 2008. Strong async culture. Modest meeting load. Real flexibility on hours.
• Competent counterparts. Our engineering team ships. Our product team ships. Our support team is in daily contact with customers and produces real intelligence about what is breaking. You will not be the only person trying to make things happen.
• Direct access to customer intelligence. We have internal tools that let you probe support trends, ticket patterns, account behavior, and churn signals on demand. No reports to request. No meetings to schedule. The data is in front of you whenever you want to look.
• Generous time off. Education and conference budget. Hardware.
• A 17-year-old profitable company. Stability without bureaucracy.

We’re excited to hear from people who enjoy building, improving, and making a real impact, and we look forward to learning more about you!

To apply: https://weworkremotely.com/remote-jobs/onthegosystems-head-of-customer-success

About us:

At Pencil, we are driving innovation in advertising technology through our state-of-the-art SaaS product, which harnesses Generative AI to redefine content creation. Our mission is to make AI the default in advertising without replacing creative people. To achieve this, we need to make sure that our technology isn’t just in the hands of big brands — we need to help global enterprises transform how marketing and creative operations work at scale.

As Director, Customer Success, you will lead one of Pencil’s most strategic enterprise partnerships. You’ll oversee a dedicated cross-functional account team supporting Target’s North American business, partnering closely with Technical and Production leadership to drive adoption, operational excellence, and long-term account growth.

This role blends strategic customer leadership, operational management, and team development. You will act as the senior post-sale relationship owner for the account while ensuring the broader account pod operates effectively across customer success, technical implementation, creative production, enablement, and workflow transformation initiatives.

You’ll also directly manage a Senior Customer Success Manager, helping shape how we scale enterprise customer success at Pencil.

Preference for candidates in Eastern Time Zone

Key responsibilities:

Strategic Customer Leadership

• Own the overall customer relationship for the Target North America business.
• Build trusted relationships with executive and operational stakeholders across the client organization.
• Lead strategic account planning focused on adoption, retention, workflow transformation, and growth opportunities.
• Drive quarterly business reviews, executive reporting, roadmap discussions, and escalation management.
• Identify opportunities to deepen Pencil’s value across workflows, business units, and creative operations.
  
  

Team Leadership & Cross-Functional Management

• Directly manage a Senior Customer Success, Technical Manager
• Report into VP, Customer Success
• Lead the broader Target account pod in partnership with dedicated Technical and Production Leads.
• Create strong alignment across Customer Success, Technical Solutions, Production, Product, and Commercial teams.
• Establish clear operating rhythms, accountability structures, and communication processes across the account team.
• Support coaching, mentorship, and development within the Customer Success organization.
  
  

Operational Excellence & Delivery Oversight

• Ensure successful onboarding, implementation, workflow adoption, and ongoing customer enablement.
• Partner closely with Production and Technical leadership to improve operational scalability and delivery efficiency.
• Monitor customer health, adoption metrics, workflow performance, and platform utilization.
• Identify operational bottlenecks and proactively implement scalable solutions.
• Support enterprise change management and transformation initiatives across the client organization.
  
  

Commercial Growth & Account Expansion

• Partner with Commercial and Leadership teams to support renewals and account expansion opportunities.
• Help identify new use cases, workflows, and strategic opportunities for growth.
• Ensure customer success strategies align with broader business and revenue objectives.
• Contribute to strategic planning around enterprise service models and customer engagement frameworks.
  
  

Your background:

• Extensive experience in Customer Success, Account Management, Professional Services, or Enterprise SaaS leadership roles.
• Proven success managing large enterprise or strategic accounts with complex stakeholder structures.
• Experience leading cross-functional teams in fast-paced, high-growth environments.
• Strong operational mindset with experience building scalable processes and ways of working.
• Experience partnering closely with technical, implementation, or production/delivery teams.
• Strong executive presence and ability to lead strategic customer conversations.
• Excellent written and verbal communication skills.
• Commercially minded with a strong customer-first approach.
• Experience in SaaS, AI, marketing technology, creative operations, or enterprise workflow platforms is a plus.
  
  

You’ll Thrive Here If You…

• Think strategically and operationally — you can balance long-term customer vision with day-to-day execution.
• Lead through collaboration — you bring cross-functional teams together around shared outcomes.
• Are customer-obsessed — you focus on measurable client impact, adoption, and business value.
• Operate with ownership — you proactively solve problems and drive accountability.
• Are adaptable and solutions-oriented — you thrive in evolving environments and can navigate ambiguity with confidence.
• Communicate clearly and directly — you build trust through transparency, follow-through, and strong partnership.
  
  

KPIs & Success Measures

• Adoption and platform utilization metrics
• Customer retention and expansion performance
• Workflow implementation and operational efficiency improvements
• Executive stakeholder satisfaction and relationship strength
• Team performance, collaboration, and operational alignment
• Strategic account growth and transformation impact
  
  

Benefits:

• 25 days PTO plus public holidays, although we operate a Flexible Time Off scheme
• Health insurance / private medical cover
• Monthly stipend towards cellphone bills
• Remote — work from anywhere in your home country
• Enhanced parental leave policies, whether you become a parent through birth, adoption or surrogacy
• Access to our Pencil office in The Shard, London for UK employees and SoHo in NYC
• Flexible working hours
  
  

About us:

At Pencil, we are driving innovation in advertising technology through our state-of-the-art SaaS product, which harnesses Generative AI to redefine content creation. Our mission is to make AI the default in advertising without replacing creative people. To achieve this, we need to make sure that our technology isn’t just in the hands of big brands — we need to help global enterprises transform how marketing and creative operations work at scale.

As Director, Customer Success, you will lead one of Pencil’s most strategic enterprise partnerships. You’ll oversee a dedicated cross-functional account team supporting Target’s North American business, partnering closely with Technical and Production leadership to drive adoption, operational excellence, and long-term account growth.

This role blends strategic customer leadership, operational management, and team development. You will act as the senior post-sale relationship owner for the account while ensuring the broader account pod operates effectively across customer success, technical implementation, creative production, enablement, and workflow transformation initiatives.

You’ll also directly manage a Senior Customer Success Manager, helping shape how we scale enterprise customer success at Pencil.

Preference for candidates in Eastern Time Zone

Key responsibilities:

Strategic Customer Leadership

• Own the overall customer relationship for the Target North America business.
• Build trusted relationships with executive and operational stakeholders across the client organization.
• Lead strategic account planning focused on adoption, retention, workflow transformation, and growth opportunities.
• Drive quarterly business reviews, executive reporting, roadmap discussions, and escalation management.
• Identify opportunities to deepen Pencil’s value across workflows, business units, and creative operations.
  
  

Team Leadership & Cross-Functional Management

• Directly manage a Senior Customer Success, Technical Manager
• Report into VP, Customer Success
• Lead the broader Target account pod in partnership with dedicated Technical and Production Leads.
• Create strong alignment across Customer Success, Technical Solutions, Production, Product, and Commercial teams.
• Establish clear operating rhythms, accountability structures, and communication processes across the account team.
• Support coaching, mentorship, and development within the Customer Success organization.
  
  

Operational Excellence & Delivery Oversight

• Ensure successful onboarding, implementation, workflow adoption, and ongoing customer enablement.
• Partner closely with Production and Technical leadership to improve operational scalability and delivery efficiency.
• Monitor customer health, adoption metrics, workflow performance, and platform utilization.
• Identify operational bottlenecks and proactively implement scalable solutions.
• Support enterprise change management and transformation initiatives across the client organization.
  
  

Commercial Growth & Account Expansion

• Partner with Commercial and Leadership teams to support renewals and account expansion opportunities.
• Help identify new use cases, workflows, and strategic opportunities for growth.
• Ensure customer success strategies align with broader business and revenue objectives.
• Contribute to strategic planning around enterprise service models and customer engagement frameworks.
  
  

Your background:

• Extensive experience in Customer Success, Account Management, Professional Services, or Enterprise SaaS leadership roles.
• Proven success managing large enterprise or strategic accounts with complex stakeholder structures.
• Experience leading cross-functional teams in fast-paced, high-growth environments.
• Strong operational mindset with experience building scalable processes and ways of working.
• Experience partnering closely with technical, implementation, or production/delivery teams.
• Strong executive presence and ability to lead strategic customer conversations.
• Excellent written and verbal communication skills.
• Commercially minded with a strong customer-first approach.
• Experience in SaaS, AI, marketing technology, creative operations, or enterprise workflow platforms is a plus.
  
  

You’ll Thrive Here If You…

• Think strategically and operationally — you can balance long-term customer vision with day-to-day execution.
• Lead through collaboration — you bring cross-functional teams together around shared outcomes.
• Are customer-obsessed — you focus on measurable client impact, adoption, and business value.
• Operate with ownership — you proactively solve problems and drive accountability.
• Are adaptable and solutions-oriented — you thrive in evolving environments and can navigate ambiguity with confidence.
• Communicate clearly and directly — you build trust through transparency, follow-through, and strong partnership.
  
  

KPIs & Success Measures

• Adoption and platform utilization metrics
• Customer retention and expansion performance
• Workflow implementation and operational efficiency improvements
• Executive stakeholder satisfaction and relationship strength
• Team performance, collaboration, and operational alignment
• Strategic account growth and transformation impact
  
  

Benefits:

• 25 days PTO plus public holidays, although we operate a Flexible Time Off scheme
• Health insurance / private medical cover
• Monthly stipend towards cellphone bills
• Remote — work from anywhere in your home country
• Enhanced parental leave policies, whether you become a parent through birth, adoption or surrogacy
• Access to our Pencil office in The Shard, London for UK employees and SoHo in NYC
• Flexible working hours