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The Role

PointClickCare is seeking a Senior Enterprise Customer Success Manager to serve as a strategic advisor to some of the nation’s leading healthcare organizations. This role is responsible for managing complex enterprise relationships across health systems, health plans, Accountable Care Organizations (ACOs), Risk-Bearing Entities (RBEs), provider networks, and value-based care organizations.

This is not a traditional customer success role. The successful candidate will operate as a trusted executive partner to senior healthcare leaders, helping customers achieve strategic, operational, financial, and clinical outcomes through effective adoption and optimization of PointClickCare solutions.

The ideal candidate combines strong customer success expertise with deep healthcare domain knowledge and experience navigating highly matrixed healthcare organizations. They must be comfortable engaging executive stakeholders, influencing strategic decisions, and driving measurable value realization across large enterprise accounts.

Experience supporting value-based care initiatives, population health programs, care coordination strategies, and payer-provider collaboration models is strongly preferred. Knowledge of post-acute care workflows, Skilled Nursing Facilities (SNFs), and transitions of care is highly desirable.

What You’ll Do

• Serve as the primary strategic advisor for a portfolio of enterprise healthcare customers.

• Build and maintain relationships with executive stakeholders, including C-suite leaders, VPs, population health leaders, value-based care executives, clinical leaders, and operational decision-makers.

• Develop and execute strategic account plans that drive customer outcomes, adoption, retention, growth, and long-term partnership success.

• Align PointClickCare capabilities with customer business objectives, regulatory priorities, population health initiatives, and value-based care programs.

• Lead executive business reviews focused on business outcomes, ROI realization, strategic priorities, adoption performance, and organizational success metrics.

• Identify opportunities for operational improvement through analysis of customer performance, utilization trends, workflow adoption, and market best practices.

• Partner closely with Sales, Product, Marketing, Professional Services, Support, and Executive Leadership to drive customer success and resolve complex business challenges.

• Facilitate collaboration across provider, payer, post-acute, and community-based stakeholders to advance care coordination and network performance objectives.

• Create compelling executive narratives that demonstrate measurable value, financial impact, clinical outcomes, and strategic alignment.

• Identify risk indicators early and proactively develop mitigation strategies to protect customer outcomes and retention.

• Champion customer advocacy by bringing healthcare market insights and customer feedback into product and organizational planning discussions.

Required Qualifications

• 5+ years of healthcare industry experience, including customer-facing, consulting, account management, customer success, operational leadership, or strategic partnership roles.

• Experience working directly with healthcare provider organizations, health systems, health plans, physician groups, ACOs, payer-provider partnerships, or value-based care organizations.

• Demonstrated ability to build credibility and influence executive and senior leadership stakeholders.

• Strong knowledge of healthcare operations, care delivery, reimbursement models, and healthcare technology ecosystems.

• Exceptional communication, presentation, relationship-building, and stakeholder management skills.

• Strong project management, organizational, and strategic planning capabilities.

• Analytical mindset with experience leveraging data to identify performance opportunities and customer value realization.

• Proven ability to lead complex cross-functional initiatives in dynamic healthcare environments.

• Experience using CRM platforms and customer success technologies.

Preferred Qualifications

• Direct experience supporting Accountable Care Organizations (ACOs), Risk-Bearing Entities (RBEs), Clinically Integrated Networks (CINs), Managed Care Organizations, or other value-based care models.

• Deep understanding of population health management, quality improvement programs, healthcare performance measures, and value-based reimbursement frameworks.

• Experience working with Skilled Nursing Facilities (SNFs), post-acute providers, care transitions, discharge planning, or care coordination initiatives.

• Familiarity with PointClickCare, PAC technology, EHR platforms, interoperability solutions, or healthcare SaaS applications.

• Clinical operations, healthcare applications, consulting, or implementation experience.

• Experience leading executive-level business reviews and strategic planning sessions.

Why This Role Matters

You will help healthcare organizations transform how care is coordinated across acute, post-acute, payer, and community settings. By partnering with executive healthcare leaders and driving measurable business outcomes, you will play a critical role in advancing value-based care, improving patient outcomes, and maximizing the value customers receive from PointClickCare’s industry-leading platform.

Travel

Approximately 30% travel, including customer-facing engagements, industry events, and occasional travel to PointClickCare offices and leadership meetings.

Ideal Candidate Profile

The strongest candidates will bring:

• Enterprise Customer Success experience managing complex healthcare accounts.

• Executive presence and comfort engaging C-suite stakeholders.

• Practical experience with ACOs, value-based care, payer-provider collaboration, and population health.

• Strong understanding of healthcare delivery across acute, post-acute, and community settings.

• Experience working with SNFs and post-acute networks as a significant differentiator.

• A consultative mindset with the ability to translate technology capabilities into measurable business outcomes.

$118,000 - $132,000 a year

At PointClickCare, base salary is one of the many components that make up our total rewards package. The US base salary range for this position is $118,000 - $132,000 (Exempt)+ bonus + benefits. Our salary ranges are determined by job and level. The range displayed on each job posting reflects the target for new hire salaries for the position across all US locations. Within the range, individual compensation is determined by job-related skills and knowledge, relevant experience including professional and lived experience, and/or work location. Your recruiter can share more information about our total rewards package during the hiring process.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Twin Health

At Twin Health, we empower people to improve and prevent chronic metabolic diseases, like type 2 diabetes and obesity, with a new standard of care. Twin Health is the only company applying AI Digital Twin technology exclusively toward metabolic health.

We start by building a dynamic model of each person’s metabolism — drawing on thousands of data points from CGMs, smartwatches, and meal logs — that maps their personal path to better health. Guided by a dedicated clinical care team, our members have lowered their A1C below the diabetes range, achieved lasting weight loss, and reduced or even eliminated medications, all while living healthier, happier lives.

Working here

Our team at Twin Health is passionate, talented, and united by a shared purpose: to improve the metabolic health and happiness of our members. We believe in empowering every Twin to make a meaningful impact for our members, our clients, and each other, while enjoying a supportive, collaborative work environment.

Twin has been recognized not only for our innovation but also for our culture, including: Innovator of the Year by the Employer Health Innovation Roundtable (EHIR), selected to CB Insights’ Digital Health 150, and named one of Newsweek’s Top Most Loved Workplace® .

With more than $100 million raised in recent funding, including a $53 million Series E round in 2025 led by Maj Invest, and a $50 million investment in 2023 led by Temasek, Twin is scaling rapidly across the U.S. and globally. Backed by leading venture firms like ICONIQ Growth, Sequoia, Sofina, Temasek, and Peak XV, we are building the most impactful digital health company in the world.

Join us as we reinvent the standard of care in metabolic health.

Opportunity

We are seeking a Senior Manager, Client Growth & Success to own the ongoing success of a portfolio of employer clients accessing Twin Health through our strategic health plan partnerships. You’ll report to the AVP of Client Success - Health Plans and serve as the primary strategic advisor to your clients — driving engagement, satisfaction, program performance, retention, and growth across your book. You’ll manage a portfolio of approximately 5-10 strategic employer clients representing, with significant opportunity for expansion as the health plan channel grows.

You will work closely with internal teams and health plan partners to coordinate implementation, marketing, reporting, program optimization, and issue resolution, while identifying opportunities to expand Twin’s impact within existing employer populations through adoption, additional programs, and renewals.

The ideal candidate is a strategic thinker who is also a hands-on operator — highly organized, resourceful, client-focused, and comfortable navigating multiple stakeholders in a fast-paced environment. You’re motivated by measurable results and skilled at bringing internal and external teams together around shared goals.

Responsibilities

Deliver Exceptional Client Value

• Build and maintain trusted, strategic relationships with employer clients and key stakeholders, including benefits leaders, consultants, and health plan partners.
• Develop deep expertise in Twin Health’s programs, clinical operations, implementation processes, member marketing strategies, and health plan delivery model to effectively advise clients.
• Navigate complex employer and health plan stakeholder environments to drive client success within the structure of a strategic health plan partnership.
• Use program, engagement, and outcomes data to provide consultative recommendations that improve performance, member engagement, and overall client satisfaction.
• Prepare and deliver compelling client reporting, performance discussions, and business reviews tailored to each client’s strategic objectives.
• Proactively monitor client health, identifying and mitigating risks to satisfaction, engagement, performance, and retention.

Drive Adoption & Engagement

• Develop and execute strategies to maximize program awareness, adoption, and member engagement across your employer portfolio.
• Partner closely with Member Marketing to develop and execute promotional strategies aligned with employer populations and health plan requirements.
• Support client events, webinars, open enrollment activities, benefit fairs, and other initiatives when appropriate to drive awareness and engagement.
• Identify successful client strategies and help scale best practices across the broader portfolio.

Grow Revenue & Renewals

• Own and manage the client renewal lifecycle for your portfolio, ensuring strong positioning, proactive planning, and successful renewals.
• Develop a clear understanding of each client’s benefit strategy, priorities, and decision-making process to identify opportunities for growth.
• Identify opportunities to expand Twin’s impact through additional eligible populations, programs, and solutions.
• Surface renewal and expansion risks early and partner cross-functionally to develop mitigation strategies.
• Deliver against portfolio retention and expansion targets, with accountability for renewal rate and upsell performance in your book of business.

Lead Cross-Functional Collaboration

• Lead client escalations and drive resolution by coordinating with Implementation, Clinical, Product, Engineering, Marketing, Operations, and other internal teams.
• Partner closely with the team managing the strategic health plan relationship to ensure employer-level activities align with broader partnership objectives and commitments.
• Represent employer feedback internally, identifying trends and opportunities to improve the overall health plan channel and client experience.
• Operate with ownership, urgency, and strong follow-through, taking initiative to solve problems and deliver on client commitments.
• Other duties as assigned

Qualifications

• 6+ years of experience in client success, account management, benefits consulting, or another customer-facing role, ideally within healthcare, digital health, employee benefits, or a services-driven organization.
• Experience managing employer clients or employer relationships delivered through a health plan, benefits consultant, or other channel partnership strongly preferred.
• Strong understanding of employer benefits and/or health plan environments, including how healthcare solutions are implemented, communicated, and evaluated by employer clients.
• Proven ability to navigate complex, multi-stakeholder environments, build trusted relationships, and drive client engagement, retention, and growth.
• Exceptional communication, presentation, and storytelling skills, with the ability to establish credibility with client stakeholders and translate complex information into clear, compelling messages.
• Strong analytical and problem-solving abilities, with the ability to translate data into actionable client recommendations.
• Highly organized, resourceful, and comfortable operating independently in a fast-paced environment, with strong attention to detail, prioritization, ownership, and follow-through.
• Collaborative and effective at influencing cross-functional teams without direct authority.
• Willingness and ability to travel as needed (estimated up to 25%).
• Experience with CRM systems such as Salesforce and familiarity with client reporting or business review tools preferred.
• This remote opportunity based out of the U.S. Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Compensation and Benefits

The compensation range for this position is $130,000 - $145,000 annually. This position is bonus eligible.

Twin has an ambitious vision to empower people to live healthier and happier lives, and to achieve this purpose, we need the very best people to enhance our cutting-edge technology and medical science, deliver the best possible care, and turn our passion into value for our members, partners and investors. We are committed to delivering an outstanding culture and experience for every Twin employee through a company based on the values of passion, talent, and trust. We offer comprehensive benefits and perks in line with these principles, as well as a high level of flexibility for every Twin

• A competitive compensation package in line with leading technology companies
• A remote and accomplished global team
• Opportunity for equity participation
• Unlimited vacation with manager approval
• 16 weeks of 100% paid parental leave for delivering parents; 8 weeks of 100% paid parental leave for non-delivering parents
• 100% Employer sponsored healthcare, dental, and vision for you, and 80% coverage for your family; Health Savings Account and Flexible Spending Account options
• 401k retirement savings plan

Salary range for US jobs

US Salary Range

$95,000—$105,000 USD

We have been made aware of fraudulent interview requests being sent using the Twin Health’s name. All communications will come from official Twin Health channels and a twinhealth.com email address. We will never ask you to complete a text interview or request financial details during the interview process.

The Role

PointClickCare is seeking a Senior Enterprise Customer Success Manager to serve as a strategic advisor to some of the nation’s leading healthcare organizations. This role is responsible for managing complex enterprise relationships across health systems, health plans, Accountable Care Organizations (ACOs), Risk-Bearing Entities (RBEs), provider networks, and value-based care organizations.

This is not a traditional customer success role. The successful candidate will operate as a trusted executive partner to senior healthcare leaders, helping customers achieve strategic, operational, financial, and clinical outcomes through effective adoption and optimization of PointClickCare solutions.

The ideal candidate combines strong customer success expertise with deep healthcare domain knowledge and experience navigating highly matrixed healthcare organizations. They must be comfortable engaging executive stakeholders, influencing strategic decisions, and driving measurable value realization across large enterprise accounts.

Experience supporting value-based care initiatives, population health programs, care coordination strategies, and payer-provider collaboration models is strongly preferred. Knowledge of post-acute care workflows, Skilled Nursing Facilities (SNFs), and transitions of care is highly desirable.

What You’ll Do

• Serve as the primary strategic advisor for a portfolio of enterprise healthcare customers.

• Build and maintain relationships with executive stakeholders, including C-suite leaders, VPs, population health leaders, value-based care executives, clinical leaders, and operational decision-makers.

• Develop and execute strategic account plans that drive customer outcomes, adoption, retention, growth, and long-term partnership success.

• Align PointClickCare capabilities with customer business objectives, regulatory priorities, population health initiatives, and value-based care programs.

• Lead executive business reviews focused on business outcomes, ROI realization, strategic priorities, adoption performance, and organizational success metrics.

• Identify opportunities for operational improvement through analysis of customer performance, utilization trends, workflow adoption, and market best practices.

• Partner closely with Sales, Product, Marketing, Professional Services, Support, and Executive Leadership to drive customer success and resolve complex business challenges.

• Facilitate collaboration across provider, payer, post-acute, and community-based stakeholders to advance care coordination and network performance objectives.

• Create compelling executive narratives that demonstrate measurable value, financial impact, clinical outcomes, and strategic alignment.

• Identify risk indicators early and proactively develop mitigation strategies to protect customer outcomes and retention.

• Champion customer advocacy by bringing healthcare market insights and customer feedback into product and organizational planning discussions.

Required Qualifications

• 5+ years of healthcare industry experience, including customer-facing, consulting, account management, customer success, operational leadership, or strategic partnership roles.

• Experience working directly with healthcare provider organizations, health systems, health plans, physician groups, ACOs, payer-provider partnerships, or value-based care organizations.

• Demonstrated ability to build credibility and influence executive and senior leadership stakeholders.

• Strong knowledge of healthcare operations, care delivery, reimbursement models, and healthcare technology ecosystems.

• Exceptional communication, presentation, relationship-building, and stakeholder management skills.

• Strong project management, organizational, and strategic planning capabilities.

• Analytical mindset with experience leveraging data to identify performance opportunities and customer value realization.

• Proven ability to lead complex cross-functional initiatives in dynamic healthcare environments.

• Experience using CRM platforms and customer success technologies.

Preferred Qualifications

• Direct experience supporting Accountable Care Organizations (ACOs), Risk-Bearing Entities (RBEs), Clinically Integrated Networks (CINs), Managed Care Organizations, or other value-based care models.

• Deep understanding of population health management, quality improvement programs, healthcare performance measures, and value-based reimbursement frameworks.

• Experience working with Skilled Nursing Facilities (SNFs), post-acute providers, care transitions, discharge planning, or care coordination initiatives.

• Familiarity with PointClickCare, PAC technology, EHR platforms, interoperability solutions, or healthcare SaaS applications.

• Clinical operations, healthcare applications, consulting, or implementation experience.

• Experience leading executive-level business reviews and strategic planning sessions.

Why This Role Matters

You will help healthcare organizations transform how care is coordinated across acute, post-acute, payer, and community settings. By partnering with executive healthcare leaders and driving measurable business outcomes, you will play a critical role in advancing value-based care, improving patient outcomes, and maximizing the value customers receive from PointClickCare’s industry-leading platform.

Travel

Approximately 30% travel, including customer-facing engagements, industry events, and occasional travel to PointClickCare offices and leadership meetings.

Ideal Candidate Profile

The strongest candidates will bring:

• Enterprise Customer Success experience managing complex healthcare accounts.

• Executive presence and comfort engaging C-suite stakeholders.

• Practical experience with ACOs, value-based care, payer-provider collaboration, and population health.

• Strong understanding of healthcare delivery across acute, post-acute, and community settings.

• Experience working with SNFs and post-acute networks as a significant differentiator.

• A consultative mindset with the ability to translate technology capabilities into measurable business outcomes.

$118,000 - $132,000 a year

At PointClickCare, base salary is one of the many components that make up our total rewards package. The US base salary range for this position is $118,000 - $132,000 (Exempt)+ bonus + benefits. Our salary ranges are determined by job and level. The range displayed on each job posting reflects the target for new hire salaries for the position across all US locations. Within the range, individual compensation is determined by job-related skills and knowledge, relevant experience including professional and lived experience, and/or work location. Your recruiter can share more information about our total rewards package during the hiring process.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Twin Health

At Twin Health, we empower people to improve and prevent chronic metabolic diseases, like type 2 diabetes and obesity, with a new standard of care. Twin Health is the only company applying AI Digital Twin technology exclusively toward metabolic health.

We start by building a dynamic model of each person’s metabolism — drawing on thousands of data points from CGMs, smartwatches, and meal logs — that maps their personal path to better health. Guided by a dedicated clinical care team, our members have lowered their A1C below the diabetes range, achieved lasting weight loss, and reduced or even eliminated medications, all while living healthier, happier lives.

Working here

Our team at Twin Health is passionate, talented, and united by a shared purpose: to improve the metabolic health and happiness of our members. We believe in empowering every Twin to make a meaningful impact for our members, our clients, and each other, while enjoying a supportive, collaborative work environment.

Twin has been recognized not only for our innovation but also for our culture, including: Innovator of the Year by the Employer Health Innovation Roundtable (EHIR), selected to CB Insights’ Digital Health 150, and named one of Newsweek’s Top Most Loved Workplace® .

With more than $100 million raised in recent funding, including a $53 million Series E round in 2025 led by Maj Invest, and a $50 million investment in 2023 led by Temasek, Twin is scaling rapidly across the U.S. and globally. Backed by leading venture firms like ICONIQ Growth, Sequoia, Sofina, Temasek, and Peak XV, we are building the most impactful digital health company in the world.

Join us as we reinvent the standard of care in metabolic health.

Opportunity

We are seeking a Senior Manager, Client Growth & Success to own the ongoing success of a portfolio of employer clients accessing Twin Health through our strategic health plan partnerships. You’ll report to the AVP of Client Success - Health Plans and serve as the primary strategic advisor to your clients — driving engagement, satisfaction, program performance, retention, and growth across your book. You’ll manage a portfolio of approximately 5-10 strategic employer clients representing, with significant opportunity for expansion as the health plan channel grows.

You will work closely with internal teams and health plan partners to coordinate implementation, marketing, reporting, program optimization, and issue resolution, while identifying opportunities to expand Twin’s impact within existing employer populations through adoption, additional programs, and renewals.

The ideal candidate is a strategic thinker who is also a hands-on operator — highly organized, resourceful, client-focused, and comfortable navigating multiple stakeholders in a fast-paced environment. You’re motivated by measurable results and skilled at bringing internal and external teams together around shared goals.

Responsibilities

Deliver Exceptional Client Value

• Build and maintain trusted, strategic relationships with employer clients and key stakeholders, including benefits leaders, consultants, and health plan partners.
• Develop deep expertise in Twin Health’s programs, clinical operations, implementation processes, member marketing strategies, and health plan delivery model to effectively advise clients.
• Navigate complex employer and health plan stakeholder environments to drive client success within the structure of a strategic health plan partnership.
• Use program, engagement, and outcomes data to provide consultative recommendations that improve performance, member engagement, and overall client satisfaction.
• Prepare and deliver compelling client reporting, performance discussions, and business reviews tailored to each client’s strategic objectives.
• Proactively monitor client health, identifying and mitigating risks to satisfaction, engagement, performance, and retention.

Drive Adoption & Engagement

• Develop and execute strategies to maximize program awareness, adoption, and member engagement across your employer portfolio.
• Partner closely with Member Marketing to develop and execute promotional strategies aligned with employer populations and health plan requirements.
• Support client events, webinars, open enrollment activities, benefit fairs, and other initiatives when appropriate to drive awareness and engagement.
• Identify successful client strategies and help scale best practices across the broader portfolio.

Grow Revenue & Renewals

• Own and manage the client renewal lifecycle for your portfolio, ensuring strong positioning, proactive planning, and successful renewals.
• Develop a clear understanding of each client’s benefit strategy, priorities, and decision-making process to identify opportunities for growth.
• Identify opportunities to expand Twin’s impact through additional eligible populations, programs, and solutions.
• Surface renewal and expansion risks early and partner cross-functionally to develop mitigation strategies.
• Deliver against portfolio retention and expansion targets, with accountability for renewal rate and upsell performance in your book of business.

Lead Cross-Functional Collaboration

• Lead client escalations and drive resolution by coordinating with Implementation, Clinical, Product, Engineering, Marketing, Operations, and other internal teams.
• Partner closely with the team managing the strategic health plan relationship to ensure employer-level activities align with broader partnership objectives and commitments.
• Represent employer feedback internally, identifying trends and opportunities to improve the overall health plan channel and client experience.
• Operate with ownership, urgency, and strong follow-through, taking initiative to solve problems and deliver on client commitments.
• Other duties as assigned

Qualifications

• 6+ years of experience in client success, account management, benefits consulting, or another customer-facing role, ideally within healthcare, digital health, employee benefits, or a services-driven organization.
• Experience managing employer clients or employer relationships delivered through a health plan, benefits consultant, or other channel partnership strongly preferred.
• Strong understanding of employer benefits and/or health plan environments, including how healthcare solutions are implemented, communicated, and evaluated by employer clients.
• Proven ability to navigate complex, multi-stakeholder environments, build trusted relationships, and drive client engagement, retention, and growth.
• Exceptional communication, presentation, and storytelling skills, with the ability to establish credibility with client stakeholders and translate complex information into clear, compelling messages.
• Strong analytical and problem-solving abilities, with the ability to translate data into actionable client recommendations.
• Highly organized, resourceful, and comfortable operating independently in a fast-paced environment, with strong attention to detail, prioritization, ownership, and follow-through.
• Collaborative and effective at influencing cross-functional teams without direct authority.
• Willingness and ability to travel as needed (estimated up to 25%).
• Experience with CRM systems such as Salesforce and familiarity with client reporting or business review tools preferred.
• This remote opportunity based out of the U.S. Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Compensation and Benefits

The compensation range for this position is $130,000 - $145,000 annually. This position is bonus eligible.

Twin has an ambitious vision to empower people to live healthier and happier lives, and to achieve this purpose, we need the very best people to enhance our cutting-edge technology and medical science, deliver the best possible care, and turn our passion into value for our members, partners and investors. We are committed to delivering an outstanding culture and experience for every Twin employee through a company based on the values of passion, talent, and trust. We offer comprehensive benefits and perks in line with these principles, as well as a high level of flexibility for every Twin

• A competitive compensation package in line with leading technology companies
• A remote and accomplished global team
• Opportunity for equity participation
• Unlimited vacation with manager approval
• 16 weeks of 100% paid parental leave for delivering parents; 8 weeks of 100% paid parental leave for non-delivering parents
• 100% Employer sponsored healthcare, dental, and vision for you, and 80% coverage for your family; Health Savings Account and Flexible Spending Account options
• 401k retirement savings plan

Salary range for US jobs

US Salary Range

$95,000—$105,000 USD

We have been made aware of fraudulent interview requests being sent using the Twin Health’s name. All communications will come from official Twin Health channels and a twinhealth.com email address. We will never ask you to complete a text interview or request financial details during the interview process.

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Who Are We?

Thanx is a leading loyalty and guest engagement platform for regional and national restaurants. We help brands drive profitable growth by increasing guest frequency, growing digital sales, and reducing reliance on discounts. Most loyalty platforms work for guests who are already loyal. Thanx unifies loyalty, digital ordering, and marketing automation in one platform that turns first-time and casual guests into regulars, treating loyalty as a business outcome, not a program, and engaging across the entire guest base.

Thanx has raised more than $30M from elite investors including M33 Growth, Ribbit Capital, and Sequoia Capital. Our success is rooted in a culture that has attracted some of the best talent in the country, and we are proud of strong employee tenure, a track record of internal promotions, and the company-wide shift to working AI-native over the last 18 months. We credit our cultural “core behaviors” with these accomplishments: Think Boldly, Execute Reliably, Focus on What Matters, Say “Thanx” Genuinely, Encourage Diverse Perspectives, and Lead, Virtually.

Who are you?

You’re a strategist first. You set the direction for a brand relationship and can navigate a large, complex organization to build real relationships with senior leaders. You’re self-motivated and decisive: you don’t wait for a perfect plan or someone’s permission to move, and you know which problems are worth running at. You direct cross-functional teams like a business owner, not a project manager.

You use AI daily to work faster and think sharper, not just to grind through busywork. You’re direct, you’re a team player, and you’re ready to own outcomes for the brands that matter most to our business.

You’ve spent enough time on complex enterprise accounts to know how these relationships actually work: where a renewal is really won and what a CFO will push back on. You operate without a lot of direction, hold a point of view in front of senior stakeholders, and figure things out when the path is not obvious.

Everyone at Thanx has equity and is expected to operate like an owner. That means real intensity, including evenings and weekends when the work calls for it. If that isn’t what you’re looking for right now, this isn’t the right role. We would rather you know that before you apply than after you start.

Position overview

As Enterprise Customer Success Manager, you’ll own the strategy for a portfolio of Thanx’s largest and most strategic restaurant brands. These are the accounts where getting it right takes real relationships with senior, multi-stakeholder leadership teams, not a cadence of check-ins.

This is a new profile on our CS team, built for someone experienced enough to operate independently at the executive level and to direct the cross-functional work it takes to power a true enterprise brand.

You’ll report to our VP of Customer Success and work day-to-day across Sales, Support, Product, Engineering, and Finance. Your portfolio will be roughly 10 to 12 brands representing $3-6M in ARR.

How We Work With AI

What Thanx gives you

AI capability at Thanx is infrastructure, not a perk. You will be given the tools, the budget, and the working culture to get good at this quickly:

• Real token budgets. You will not be rationed on the tool you use to do your work.
• Keystone. Our homegrown connective tissue that puts company data and tooling into a queryable, natural-language format.
• The Grid. An internal site to host AI-built applications, reports, and tools that can be shared company-wide.
• A show-and-tell culture. People here demo what they have built, and it becomes something the rest of the company uses. Getting up the learning curve is a shared project, not a solo one.
• A growing library we built ourselves. The CS Cantina, is a skill library built by the Customer Success team that any CSM can run and extend.

What we expect from you

• You treat AI as a working partner. You know the output is only as good as the context you give it and the review you do afterward, and you invest time in both.
• You build or improve things other people use. When you solve a problem, you put in the extra effort to make the solution reusable, so nobody on your team has to solve it again. Then you do the harder part: make it good enough, and obvious enough, that using it beats going back to the old way.
• You do not wait to be assigned the work. You notice when a one-off request is really a recurring problem, and you decide it is worth solving before anyone asks you to.

At review time, the question is not how much you used AI. It is what you built, who else is using it, and how your team works differently because of it.

What it looks like in this role

• Directing the work. You walk into an executive business review with a point of view you built yourself. You bring the full account picture to the tool, health data, stakeholder history, open risks, rather than a single question, and shape what comes back into something a restaurant operator can act on.
• Verification and judgment. You verify any number before it reaches an operator who knows their business better than any model does. You check a claim against the source, not against a summary that sounds right.
• Building and improving for others. You extend and improve the skills the CS team already runs, so the whole team can spot and act on high value account opportunities with less effort. When a problem shows up in your book, you assume it’s in someone else’s too and you solve it once for everyone.
• Deciding what’s worth building. You identify which accounts are underperforming their potential and build the plan without waiting to be pointed at them. You build your own workflow rather than filing a request and waiting on ops.

Key responsibilities

• Account strategy: set the direction for your accounts and defend it in front of senior stakeholders, client-side and internal.
• Cross-functional leadership: define what’s needed, why it matters, and the impact it unlocks. Direct the work like a business owner; don’t just track it.
• Renewals: own and close the full cycle end to end, leading the negotiation with Finance and the VP of Customer Success.
• Champion development: find and grow the internal advocates who carry Thanx inside their organization.
• Growth: spot the accounts underperforming their potential and build the plan, including senior buy-in, to close the gap.
• AI-augmented account management: use AI daily across your book, from account planning and health monitoring to stakeholder comms and renewal prep.

Travel and location

This role is fully remote and can be based anywhere in the US or Canada. Expect roughly 10-15% travel: two to four trips a quarter for on-site business reviews, executive meetings, and brand launches, plus one or two industry events a year. Trips cluster around renewal and annual planning cycles rather than spreading evenly.

What we’re looking for

• 6+ years in Customer Success, Account Management, or a strategic customer-facing role on complex, multi-stakeholder enterprise accounts.
• A track record as a strategist, not a coordinator. You’ve directed cross-functional partners toward customer outcomes, not tracked their to-do list.
• Executive presence. You’re equally comfortable pushing back on a VP internally and advising one externally.
• Startup experience. You’ve carried a book where the process didn’t exist yet, headcount was thin, and the answer wasn’t in a playbook.
• Real fluency with AI tools, used daily to extend your own judgment. Bring a specific example of how you’ve used AI on the job.
• Experience owning renewal and expansion conversations, including with procurement and finance counterparts.
• Experience with a health-scoring or CS platform is a plus.

There’s one exception: startup experience is non-negotiable for this seat. If you’re close on the rest, apply.

Compensation:

US - Tier 1

$130,000 - $150,000 USD

US - Tier 2

$119,000 - $135,000 USD

US - Tier 3

$115,000 - $129,000 USD

Canada

$126,000 - $145,000 CAD

Leveling & Location:

Thanx uses structured internal leveling and location-based compensation. Final leveling and compensation are determined through the interview process based on experience, scope, and work location, and any offer will align with the appropriate range.

Application Process:

This position is an existing vacancy.

We may use artificial intelligence (AI) tools to assist in screening or assessing applications; human review will always remain part of the process.

Ready to change your life? Apply now!

We are proud to be an Equal Employment Opportunity company. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Thanx will consider qualified applicants with arrest or conviction records for employment in a manner consistent with local requirements.

If you need an accommodation at any point in the interview process, tell your recruiter and we’ll work with you.

Who Are We?

Thanx is a leading loyalty and guest engagement platform for regional and national restaurants. We help brands drive profitable growth by increasing guest frequency, growing digital sales, and reducing reliance on discounts. Most loyalty platforms work for guests who are already loyal. Thanx unifies loyalty, digital ordering, and marketing automation in one platform that turns first-time and casual guests into regulars, treating loyalty as a business outcome, not a program, and engaging across the entire guest base.

Thanx has raised more than $30M from elite investors including M33 Growth, Ribbit Capital, and Sequoia Capital. Our success is rooted in a culture that has attracted some of the best talent in the country, and we are proud of strong employee tenure, a track record of internal promotions, and the company-wide shift to working AI-native over the last 18 months. We credit our cultural “core behaviors” with these accomplishments: Think Boldly, Execute Reliably, Focus on What Matters, Say “Thanx” Genuinely, Encourage Diverse Perspectives, and Lead, Virtually.

Who are you?

You’re a strategist first. You set the direction for a brand relationship and can navigate a large, complex organization to build real relationships with senior leaders. You’re self-motivated and decisive: you don’t wait for a perfect plan or someone’s permission to move, and you know which problems are worth running at. You direct cross-functional teams like a business owner, not a project manager.

You use AI daily to work faster and think sharper, not just to grind through busywork. You’re direct, you’re a team player, and you’re ready to own outcomes for the brands that matter most to our business.

You’ve spent enough time on complex enterprise accounts to know how these relationships actually work: where a renewal is really won and what a CFO will push back on. You operate without a lot of direction, hold a point of view in front of senior stakeholders, and figure things out when the path is not obvious.

Everyone at Thanx has equity and is expected to operate like an owner. That means real intensity, including evenings and weekends when the work calls for it. If that isn’t what you’re looking for right now, this isn’t the right role. We would rather you know that before you apply than after you start.

Position overview

As Enterprise Customer Success Manager, you’ll own the strategy for a portfolio of Thanx’s largest and most strategic restaurant brands. These are the accounts where getting it right takes real relationships with senior, multi-stakeholder leadership teams, not a cadence of check-ins.

This is a new profile on our CS team, built for someone experienced enough to operate independently at the executive level and to direct the cross-functional work it takes to power a true enterprise brand.

You’ll report to our VP of Customer Success and work day-to-day across Sales, Support, Product, Engineering, and Finance. Your portfolio will be roughly 10 to 12 brands representing $3-6M in ARR.

How We Work With AI

What Thanx gives you

AI capability at Thanx is infrastructure, not a perk. You will be given the tools, the budget, and the working culture to get good at this quickly:

• Real token budgets. You will not be rationed on the tool you use to do your work.
• Keystone. Our homegrown connective tissue that puts company data and tooling into a queryable, natural-language format.
• The Grid. An internal site to host AI-built applications, reports, and tools that can be shared company-wide.
• A show-and-tell culture. People here demo what they have built, and it becomes something the rest of the company uses. Getting up the learning curve is a shared project, not a solo one.
• A growing library we built ourselves. The CS Cantina, is a skill library built by the Customer Success team that any CSM can run and extend.

What we expect from you

• You treat AI as a working partner. You know the output is only as good as the context you give it and the review you do afterward, and you invest time in both.
• You build or improve things other people use. When you solve a problem, you put in the extra effort to make the solution reusable, so nobody on your team has to solve it again. Then you do the harder part: make it good enough, and obvious enough, that using it beats going back to the old way.
• You do not wait to be assigned the work. You notice when a one-off request is really a recurring problem, and you decide it is worth solving before anyone asks you to.

At review time, the question is not how much you used AI. It is what you built, who else is using it, and how your team works differently because of it.

What it looks like in this role

• Directing the work. You walk into an executive business review with a point of view you built yourself. You bring the full account picture to the tool, health data, stakeholder history, open risks, rather than a single question, and shape what comes back into something a restaurant operator can act on.
• Verification and judgment. You verify any number before it reaches an operator who knows their business better than any model does. You check a claim against the source, not against a summary that sounds right.
• Building and improving for others. You extend and improve the skills the CS team already runs, so the whole team can spot and act on high value account opportunities with less effort. When a problem shows up in your book, you assume it’s in someone else’s too and you solve it once for everyone.
• Deciding what’s worth building. You identify which accounts are underperforming their potential and build the plan without waiting to be pointed at them. You build your own workflow rather than filing a request and waiting on ops.

Key responsibilities

• Account strategy: set the direction for your accounts and defend it in front of senior stakeholders, client-side and internal.
• Cross-functional leadership: define what’s needed, why it matters, and the impact it unlocks. Direct the work like a business owner; don’t just track it.
• Renewals: own and close the full cycle end to end, leading the negotiation with Finance and the VP of Customer Success.
• Champion development: find and grow the internal advocates who carry Thanx inside their organization.
• Growth: spot the accounts underperforming their potential and build the plan, including senior buy-in, to close the gap.
• AI-augmented account management: use AI daily across your book, from account planning and health monitoring to stakeholder comms and renewal prep.

Travel and location

This role is fully remote and can be based anywhere in the US or Canada. Expect roughly 10-15% travel: two to four trips a quarter for on-site business reviews, executive meetings, and brand launches, plus one or two industry events a year. Trips cluster around renewal and annual planning cycles rather than spreading evenly.

What we’re looking for

• 6+ years in Customer Success, Account Management, or a strategic customer-facing role on complex, multi-stakeholder enterprise accounts.
• A track record as a strategist, not a coordinator. You’ve directed cross-functional partners toward customer outcomes, not tracked their to-do list.
• Executive presence. You’re equally comfortable pushing back on a VP internally and advising one externally.
• Startup experience. You’ve carried a book where the process didn’t exist yet, headcount was thin, and the answer wasn’t in a playbook.
• Real fluency with AI tools, used daily to extend your own judgment. Bring a specific example of how you’ve used AI on the job.
• Experience owning renewal and expansion conversations, including with procurement and finance counterparts.
• Experience with a health-scoring or CS platform is a plus.

There’s one exception: startup experience is non-negotiable for this seat. If you’re close on the rest, apply.

Compensation:

US - Tier 1

$130,000 - $150,000 USD

US - Tier 2

$119,000 - $135,000 USD

US - Tier 3

$115,000 - $129,000 USD

Canada

$126,000 - $145,000 CAD

Leveling & Location:

Thanx uses structured internal leveling and location-based compensation. Final leveling and compensation are determined through the interview process based on experience, scope, and work location, and any offer will align with the appropriate range.

Application Process:

This position is an existing vacancy.

We may use artificial intelligence (AI) tools to assist in screening or assessing applications; human review will always remain part of the process.

Ready to change your life? Apply now!

We are proud to be an Equal Employment Opportunity company. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Thanx will consider qualified applicants with arrest or conviction records for employment in a manner consistent with local requirements.

If you need an accommodation at any point in the interview process, tell your recruiter and we’ll work with you.

Company Description

Meet Unit4. With over 40 years of heritage, we’re an agile, fast growing, Cloud company that is on a mission to redefine Enterprise Resource Planning (ERP) for mid-market people-centric organisations.

With our innovative, self-driving, adaptive and intuitive software, our customers can spend more time on meaningful high-value work.

At the heart of what we do lies a simple yet profound purpose: Improve how people work by focusing on what truly matters. A powerful statement that enables different priorities for different people.

We’re shaping how work should feel, and we empower our people by providing them with the right tools to achieve the autonomy they need - it’s what makes us unique

Job Description

Key Tasks and Responsibilities

• Performance tuning of Unit4 Financials by Coda Pre and Post Go Live.
• Troubleshoot performance issues across new implementations (Project) and existing implementations (BAU) of Unit4 Financials by Coda, this includes Technical and Application aspects.
• Develop enhanced, proactive monitoring, detection and remediation of performance issues.
• Develop proactive, continuous performance tuning and processes to maintain optimal performance levels.
• Comply with the Company’s information security requirements and all Company business procedures and policies.

Team Context

• One of three in the U4F by Coda team, alongside a Senior Performance & Optimisation Consultant and a Database Administrator.
• Together you deliver proactive performance and technical support before and after go live.

Location- this role is fully remote. Occasional customer visits may be required, so candidates should be comfortable traveling for in-person meetings when needed.

Qualifications

Experience, Skills

• Good working knowledge of the Unit4 Financials by Coda application.
• 5+ years in customer success, performance optimisation.
• Hands on use of AI productivity tools, such as Microsoft Copilot.
• AI enabled productivity improvement and a sharp instinct for spotting automation opportunities.
• Previous experience in a database-centric, web-enabled environment.
• Ability to perform database tuning working with SQL queries, indexes, statistics, database views.
• Understanding of database replication.
• Understanding of web services and extension kit flows.
• Experience of Java based application and Java containers (JBOSS, Wildfly).
• Experience implementing systems into SaaS Azure infrastructures.
• Knowledge of TCP/IP and fundamental networking concepts and protocols.

Personal Qualities

• Good communication and interpersonal skills.
• Logical thinker with an aptitude for problem-solving using a solid methodology.
• Ability to work under pressure.
• Enthusiastic and flexible.
• Strong team player.

Additional Information

Who we are

We are a people-first community that nurtures all the areas that surround your working experience. With us, you’ll be surrounded by a high-performance team that supports your authentic self and celebrates your uniqueness.

We believe that ‘How work should feel’ is an evolving statement. Work goes beyond tasks and everyday responsibilities it’s about feeling valued, empowered, promoted, impactful, seen, and appreciated.

We are reimagining how work makes people feel.

What we offer

• a culture built on trust and accountability - giving you the freedom and autonomy to be successful and make an impact
• balance - with our Flexible Leave Paid Time Off policy, remote working opportunities, Global Wellbeing Days, and other great benefits
• growth opportunities - we provide the tools and guidance required so that you can focus on what really matters to you and so, ultimately, you can achieve your best work
• talented colleagues, role models and mentors - work, learn and be inspired by some of the best talent in the software industry
• a commitment to sustainability - with initiatives such as our Environmental, Social, and Governance strategy and Act4Good programme
• a safe and inclusive working environment – supported by our Employee Resource Groups, which are open to all.

Our commitment to equity

Unit4 is committed to ensuring equal opportunity for everyone. We make our hiring decisions solely based on skills, qualifications, and our current business needs. We know that diversity brings fresh perspectives, ideas, and solutions to our company. This is the essence of our culture. We also welcome and encourage people who are pregnant and/or parents-to-be to apply. If you would like to know more about our commitment to diversity, visit our blogs:

• Our focus to DEI remains central to who we are
• Inclusive hiring at Unit4: Building equal opportunities for all

Background check

This role may require security clearance required for customer projects and access to sensitive (customer) data. That means that after you have accepted our offer, we could ask for background checks. Subject to applicable local laws, such security checks may require disclosure of personal information including criminal record declaration, right to work, personal identification and work history. No worries – we’ll handle it according to local privacy laws and keep your information safe. Questions? Feel free to reach out!

DescriptionCheckmarx is the AI-powered application security leader helping the world’s most security-conscious enterprises secure the software that powers modern life.

About Hello Heart:

Hello Heart is on a mission to make heart attacks a thing of the past.

We’re an AI company focused exclusively on heart health, building a platform that predicts and prevents cardiac events before they happen—identifying risk up to 10 days in advance versus 10 years in traditional clinical models.

This is already working at scale. Hello Heart has been shown to reduce inpatient hospital days by 47% and deliver ~$1,800 in annual savings per member. Hello Heart is the cardiac prevention partner to over 80% of large U.S. health plans and serves hundreds of public and private employers.

We’re defining how the #1 cause of death—heart disease—is managed in the AI era. Join us.

About the role:

Hello Heart is growing, and we are looking for a Tier 3 Support Engineer to join our dynamic team. In this role, you will be responsible for investigating and resolving complex technical issues, backend services, and serving as a trusted technical partner for our internal teams. This role is a strong fit for someone who is curious, technically sharp, collaborative, and motivated by meaningful work.

Reporting to our Director of Technical Operations, you’ll work across three core areas: investigating technical user issues, supporting client integrations, and diving into data (analysis, troubleshooting, and transformation). This role is not user or client facing.

Responsibilities:

• Triage, investigate, and resolve production-related issues across backend services, data workflows, and technical support systems
• Support bug fixes and technical investigations through scripting, database queries, and backend data analysis
• Troubleshoot application logs (AWS/Kibana) to identify root causes, patterns, and paths to resolution
• Configure and troubleshoot JSON/YAML files to support issue resolution and system updates
• Retrieve, analyze, and validate user data using SQL and MongoDB to support investigations, reporting, and internal requests
• Partner with Engineering, Client Operations, User Support, and other internal teams to escalate issues, improve workflows, and reduce recurring support friction

Qualifications:

• Must be located in CST or EST time zone

  • Expected working hours: Monday - Friday / 8 AM - 5 PM EST

• 3+ years of experience handling Tier 3 technical support requests in high growth environment

• Ability to read, understand, and troubleshoot code (Python, SQL, Scala, etc)

• Ability to troubleshoot and configure JSON/YAML files

• Proven hands-on experience working with AWS ecosystem (S3, SQS, Athena)

• Proven hands-on experience working with MongoDB and SQL-based database management system

• Working knowledge of Kubernetes fundamentals (pods, deployments, services)

• Excellent written/verbal communication and documentation skills, with the ability to communicate clearly across departments and varying levels of technical literacy

• Experienced using artificial intelligence tools or agents in your daily workflow to accelerate technical investigation, summarize findings, improve documentation, and delegate repeatable tasks

The US base salary range for this full-time position is $90,000.00 to $110,000.00. Salary ranges are determined by role and level. Compensation is determined by additional factors, including job-related skills, experience, and relevant education or training. Please note that the compensation details listed in US role postings reflect the annual salary and bonus only, and do not include equity or benefits.

Hello Heart has a positive, diverse, and supportive culture - we look for people who are collaborative, creative, and courageous. Oh, and if you want to see some recent evidence of the fun things we do at Hello Heart, check out our Instagram page.

AI at Zapier At Zapier, we build and use automation every day to make work more efficient, creative, and human. So if you’re using AI tools while applying here –...

About the Role

As a Customer Success Manager, Fed/SLED you will manage and grow a portfolio of customer relationships, ensuring their success and satisfaction while maximizing value realization from the Abnormal platform. Acting as a trusted advisor, you’ll align on success criteria, drive adoption of best practices, educate on new features, identify upsell opportunities, and proactively address issues while providing feedback to internal teams.

Who you are

• Experienced in enterprise SaaS product support environments
• Skilled at building long-term, executive-level relationships and delivering measurable outcomes (renewals, health scores, growth)
• Strategic thinker with strong account management, planning, and problem-solving skills
• Capable of leading cross-functional initiatives to address customer needs and deliver scalable solutions
• Knowledgeable in customer lifecycle management, including journey mapping, touchpoints, and retention strategies
• Proficient with case management systems and CRMs (e.g., SFDC, JIRA)
• Strong communicator with the ability to influence and engage executives and stakeholders at all levels

What you will do

• Portfolio Management: Own a portfolio of accounts, ensuring ongoing satisfaction, retention, and growth
• Value Realization: Serve as the customer advocate, deliver Business Reviews, prove ROI, and drive adoption of platform features to maximize value
• Success Planning: Develop and execute strategic success plans that align with customer goals and roadmap; engage senior decision makers to guide strategy
• Expansion Opportunities: Identify upsell and cross-sell opportunities based on customer needs and platform adoption
• Product Knowledge: Maintain deep knowledge of Abnormal products and roadmap to educate customers on relevant features and drive adoption
• Relationship Building: Establish trusted advisor relationships, understand industry trends, and cultivate customer champions
• Collaboration: Partner across internal teams (Sales, Product, Engineering, Support) to ensure customer satisfaction, renewals, and expansion
• Risk Mitigation: Monitor customer health, anticipate risks, and coordinate remediation plans before issues escalate

Must Haves

• 5+ years of Customer Success experience, ideally in enterprise SaaS
• Proven track record managing executive relationships (CIO, CISO, or equivalent)
• Demonstrated success driving customer adoption, retention, and growth within a defined portfolio
• Strong account management, strategic planning, problem-solving, and negotiation skills
• Strong technical aptitude with enterprise software and networking technologies
• Excellent communication and presentation skills, with the ability to lead executive-level discussions
• Bachelor’s degree in Computer Science, Engineering, or equivalent work experience

#LI-MC2

Actual compensation will be determined based on several non-discriminatory factors including skills, experience, qualifications, and geographic location.

In addition to base salary, this role may be eligible for bonus or incentive compensation, equity, and a comprehensive benefits package.

Base salary range:

$139,440—$164,000 USD

A note on AI in our process: Abnormal AI uses AI-assisted tools to help our recruiting team prepare for candidate interviews. These tools analyze resume content and role requirements to suggest interview questions and areas for the interviewer to explore.They do not make hiring decisions or screen candidates automatically. Every decision about a candidacy is made by a person. Further, if your application is successful and Abnormal AI makes a conditional offer of employment, we will carry out pre-employment checks which must be successfully completed to progress to a final offer. All processes and pre-employment checks are in line with prevailing legislation and Abnormal AI’s policies relevant to our security and privacy standards.

Abnormal AI is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law. For our EEO policy statement please click here. If you would like more information on your EEO rights under the law, please click here.

Job Summary

• This position is responsible for managing a large volume of inbound calls in a timely manner, providing accurate information to phone inquiries regarding Life and Annuity new business. This individual assists the New Business Customer Contact Center Representative I and II in research, review and resolution of complex customer issues.

Duties and Responsibilities

• Professionally handle incoming calls and ensure that inquiries and issues are resolved promptly, thoroughly and efficiently. Efficiently research and document call reason and resolution, with focus on privacy regulations, processes and procedures
• Handle inquiries in the best interest of the customer and company
• Assists in handling complex customer issues and escalations.
• Acts as a peer mentor to new hires and less tenured representatives
• Provide quality service and support to a variety of areas including but not limited to Financial Advisors, Policy Holders, and Internal Business Partners
• Some administrative tasks/duties
• Service as a back-up in team lead’s absence, handling queue monitoring and more escalated situations

Experience and Education Requirements

• High School degree
• 3+ year in customer service or call center, preferably in the insurance or financial services industry with focus on customer service, documentation and/or processing

Knowledge, Skills & Abilities

• Demonstrates high level understanding of how F&G is structured and the products/service offerings within respective coverage area.
• Maintains effectiveness in a changing internal environment, such as assignment to a new role or functional group.
• Handles customer questions and concerns in a timely and professional manner.
• Demonstrates an awareness of workloads, assists team members regardless of who owns the task.
• Displays a strong skillset to frame message to audience appropriately with limited
• coaching and guidance.
• Displays expert awareness of new techniques, methods, and practices.
• Demonstrates high level awareness and understanding of digital techniques, methods, and tools used at F&G.
• Interacts with customers appropriately on an as-needed basis.
• Handles complex cases towards resolution
• Asks thoughtful questions to understand business objectives or desired outcomes.
• Displays an ability to work through customer situations independently.
• Demonstrates ability to self-organize, set priorities, and manage workload.
• Demonstrates high level understanding of how current job fits into the organizational vision.
• Demonstrates a heightened awareness of workload and shares updates on availability with manager
• Understands and actively works to improve basic processes and systems.
• Understands advanced data concepts.
• Accepts and owns assigned project tasks; understands impact within the team or organization.
• Understands expectations for interaction with vendors
• Contributes to deliverables by executing work and providing team members with appropriate status updates.
• Demonstrates risk awareness and understands risk mitigation strategies.

Other Requirements:

• Perform other functions, duties and projects as assigned
• Regular and punctual attendance
• Some travel may be required (less than 10%)

#LI-JB1 #LI-Remote

Additional Information

Work Environments

F&G believes in an employee-centric flexible environment, which is why we offer the ability for in-office, hybrid and remote work arrangements. During the hiring process, you’ll work with your leader to decide what works best for your role.

F&G complies with federal and state disability laws and makes reasonable accommodations for applicants and candidates with disabilities, unless such accommodation would cause an undue hardship for F&G.  If reasonable accommodation is needed to participate in the job application or interview process, please contact talentacquisition@fglife.com.

Join our employee-centric hybrid work environment: F&G Careers

About F&G

Since 1959, Fidelity & Guaranty Life Insurance Company (F&G) has offered annuity and life insurance products to those who are seeking security in retirement and protection during life’s unexpected events.

As a national Top Workplace1, an Iowa Top Workplace2 and a proud equal opportunity employer, F&G team members are empowered, collaborative, dynamic and authentic. We believe that by embracing these values, we will continue to build and strengthen the company while continuing to be a great place to work.

1 Top Workplaces USA 2022 – 2023

2 Des Moines Register Top Workplaces 2018 – 2022

Notice for all Applicants who are California residents under the California Privacy Rights Act. Please click here to review the policy.

Who we are

At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.

Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.

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Hiring and how we work

We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!

Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings.

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See yourself at Twilio

Join the team as Twilio’s next Technical Account Manager

About the job

Twilio is looking for an experienced Technical Account Manager who is going to be the designated technical support engineering contact for our strategic customers.  As a designated TAM you will be supporting customers during Eastern hours (9am to 6pm ET) and working on the cases created by customers and resolving complex technical problems with potentially very costly and far-reaching consequences. You should have an interest in digging deep as well as be able to zoom out and look at the larger picture. The TAM delivers proactive guidance to the customer to provide added value through the use of Twilio technologies and deliver recommendations to make the customer’s environment less susceptible to business impacting downtime. You are able to remain calm and effective at higher workloads as well as excelling at prioritization and evaluation of situational urgency. There will also be the potential need to volunteer for holiday coverage on a stipend basis.

Responsibilities

In this role, you’ll:

• Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams.
• Work with our customers’ and partners’ developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences.
• Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs.
• Understanding customer trends, analyzing patterns, driving betterments and reporting what you observe to the management team in order to better improve our support process is a key part of the role.

Qualifications

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn’t followed a traditional path, don’t let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

*Required:

• 6 to 10+ years of relevant experience
• Good knowledge of RESTful technology, previous work with APIs and ability to understand and troubleshoot issues with cloud solutions.
• Broad capabilities to troubleshoot server-side code (Java, Node.js, PHP, C#, Python) and client-side JavaScript, with a good understanding of React and Redux
• Skilled in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS.
• High competency in communicating complex technical issues to both technical and non-technical audiences via phone or email mediums
• Comfortable in working with customers’ developers to troubleshoot use of the Twilio helper libraries.
• Have an inquisitive mind to understand how things work
• Advanced time management skills, ability to work well under pressure, and proficiency at developing workflows to increase troubleshooting efficiency while still following standard processes and procedures.
• Excellence in task prioritization and evaluation of situational urgency.
• Interest in utilizing customer feedback to identify and drive improvements in our products.
• Enthusiasm for interacting and collaborating with other departments within Twilio in your search for the solutions our customers need.
• Ability to stand in the customer’s shoes and demonstrated dedication to the customer experience.
• Experience in managing dedicated customer accounts.

Desired:

• Understanding of Telecoms and VOIP including WebRTC and SIP

Location

This role will be remote and based in Remote, USA providing support during 9am to 6pm Eastern Time

Travel

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

What We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

Compensation

*Please note this role is open to candidates outside of California, Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Washington D.C., and Washington State. The information below is provided for candidates hired in those locations only.

The estimated pay ranges for this role are as follows:

• Based in Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont or Washington D.C. : $116,960.00 - $146,200.00
• This role may be eligible to participate in Twilio’s equity plan and corporate bonus plan. All roles are generally eligible for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.

The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location.

Application deadline information

Applications for this role are intended to be accepted until September 28th, but may change based on business needs.

Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That’s why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

So, if you’re ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn’t what you’re looking for, please consider other open positions.

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Stay alert to recruitment fraud

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ABOUT CORDIAL

We founded Cordial in 2014 on the belief that there should be more humanity and empathy in marketing—both in how brands communicate with their customers and in how technology companies work with brands. We built our company and platform purposefully, driven by a desire to inspire more thoughtful communication and to create experiences that feel more personal and human—for consumers, for the people at the companies we work with, and for Cordial employees. Today, brands like PacSun, Revolve, Abercrombie & Fitch, Realtor.com, L.L. Bean and Forbes rely on Cordial to drive revenue growth by sending a better message.

We chose the name Cordial to symbolize how we empower our clients to communicate with their customers, as well as how we do business: with transparency, collaboration, and trust. We’re building a passionate team of individuals willing to learn, grow, and be thoughtfully challenged on a daily basis to continuously improve our product, company, and culture every single day.

OUR VALUES

• Communicate better than the rest
• Own it, every time
• Solve client problems tenaciously
• Make Waves

POSITION SUMMARY

The Senior Client Success Manager reports to the Senior Director of Client Success and serves as the strategic advisor and executive relationship owner for a portfolio of Cordial’s enterprise clients. Cordial operates a solutions-led model, meaning the Solutions team owns day-to-day client execution: platform configuration, technical problem-solving, and program delivery. The Senior CSM operates above that layer, accountable for client outcomes, commercial performance, and long-term strategic direction. This role is the connective tissue between the client’s business goals and everything Cordial brings to bear on their behalf. Core focus areas include executive engagement, strategic roadmap development, full commercial ownership (renewals and upsells), AI-informed client strategy, escalation management, and proactive competitive positioning.

This role is located in NY and the individual must be willing to visit a client on average 2x per week in the city.

WHAT YOU’LL DO

Serve as the strategic advisor. You are the client’s most senior point of contact at Cordial. Not the day-to-day operator, but the person they call when they’re thinking about where their program needs to go next. You bring a point of view, challenge their thinking, and connect their business goals to Cordial’s capabilities in ways that drive measurable impact.

Own client outcomes, not client tasks. Cordial’s Solutions team handles day-to-day execution. Your job is to ensure that work is always moving in the right direction, aligned to the client’s success plan, tied to their business objectives, and delivered with the level of quality that retains and grows the relationship. You’re accountable for outcomes.

Lead executive engagement. You own business relationships all the way to the C-suite within your client portfolio. You run executive business reviews, bring strategic recommendations, and position Cordial as a long-term growth partner, not just a vendor.

Drive the strategic roadmap. You develop and maintain a forward-looking success plan for each client that reflects their business priorities, martech strategy, and Cordial’s evolving capabilities, including AI-driven features. You help clients think beyond their current program and see what’s possible.

Own the full commercial relationship. You own renewals, upsells, and expansion end to end: from forecasting and opportunity identification through negotiation and contract execution. You proactively find growth by understanding where clients can go deeper with Cordial across new channels, expanded use cases, and emerging capabilities.

Bring AI into the conversation. You stay genuinely current on how AI is reshaping marketing: predictive personalization, send-time optimization, generative content, intelligent segmentation. You help clients understand how to apply these capabilities within Cordial and bring that fluency into every strategy conversation.

Manage escalations with authority. When something goes wrong, clients look to you. You lead escalations with calm and accountability, coordinating internally across Solutions, Product, and Engineering, and communicating clearly with client stakeholders until resolution.

Protect and grow the portfolio. You stay ahead of competitive threats, track client health proactively, and identify risk early. You don’t wait for a renewal conversation to surface a problem.

Represent CS cross-functionally. You are the client’s voice internally, partnering with Product, Engineering, Sales, and Marketing to surface client needs, inform the roadmap, and contribute to Cordial’s go-to-market narrative.

WHAT YOU BRING

• 7+ years in an enterprise client-facing role at a SaaS company, with a strong preference for experience in email, SMS, or digital marketing technology
• A bachelor’s degree or equivalent experience
• Experience operating in a solutions-led or delivery-led model where you owned strategy and outcomes while a technical team owned execution
• Full commercial ownership experience; you’ve carried a renewal and upsell number, managed forecasts, and driven net revenue retention across a portfolio
• A track record of building and maintaining VP and C-suite relationships within enterprise accounts
• Genuine technical curiosity; you can engage meaningfully with a client’s data architecture and martech stack without needing to be the one building it
• Genuine curiosity about AI and its application in marketing technology; you follow the space, experiment with tools, and can translate AI capabilities into real business outcomes for clients
• Comfort using AI tools in your own workflow to drive efficiency, surface insights, and elevate the quality of client work
• Excellent communication skills across audiences; you can lead a strategic roadmap session with a CMO and hold your own in a technical escalation call
• A proven ability to work cross-functionally, particularly with Product, Engineering, and Sales
• Strong organizational skills; you manage a complex portfolio without losing track of the details that matter
• Comfort with ambiguity; you’ve thrived in fast-moving, high-autonomy environments before

BONUS POINTS

• Experience in the enterprise marketing automation space
• Familiarity with tools like JIRA, Harvest, or similar project and time-tracking platforms
• Hands-on experience with email or digital marketing technology, including personalization, segmentation, and advanced automation

COMPENSATION & BENEFITS

$115,000.00 - $145,000.00 base salary annually. The compensation range may be adjusted based on experience and location. In combination with base salary, Cordial’s compensation package includes equity and bonus, a robust benefit plan (medical/dental/vision/life), 401k match, and flexible time off. Additionally, we offer perks such as childcare and continued education yearly reimbursements. We pride ourselves in maintaining a healthy work/life balance, a strong dedication to DE&I efforts, and an overall respectful and open culture!

Cordial is proud to be an equal opportunity employer that celebrates diversity and is committed to creating an inclusive workplace with equal opportunity for all applicants. Our goal is to recruit the most talented people from a diverse candidate pool regardless of race, color, ancestry, national origin, religion, disability status, sex (including pregnancy), age, gender, gender identity or expression, sexual orientation, marital status, veteran status, or any other characteristic protected by law.

Cordial is committed to working with and providing access and reasonable accommodation to applicants with mental and/or physical disabilities. If you require an accommodation, please reach out to your recruiter once you’ve begun the interview process. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.

WORK AUTHORIZATION

As of January 1, 2026, Cordial does not provide visa sponsorship, visa transfers, immigration support, or employment-related documentation for immigration purposes, including letters supporting visa applications, renewals, transfers, or work authorization, for new hires.

Cordial is proud to be an equal opportunity employer that celebrates diversity and is committed to creating an inclusive workplace with equal opportunity for all applicants. Our goal is to recruit the most talented people from a diverse candidate pool regardless of race, color, ancestry, national origin, religion, disability status, sex (including pregnancy), age, gender, gender identity or expression, sexual orientation, marital status, veteran status, or any other characteristic protected by law.

Cordial is committed to working with and providing access and reasonable accommodation to applicants with mental and/or physical disabilities. If you require an accommodation, please reach out to your recruiter once you’ve begun the interview process. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.