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EMEA Core CSM

Remote United Kingdom

About SugarAI UK Limited SugarAI is redefining CRM for the age of AI. We’re delivering on the original promise of CRM—turning fragmented customer and revenue signals into clear prioritized action. Instead of more dashboards or surface-level insights we help teams focus on what matters most and know exactly what to do next. More than two decades after our founding we’re entering a new chapter with clarity and momentum—building intelligent intuitive solutions that work within the flow of how teams actually sell and serve. We’re focused on solving complex real-world challenges where relationships context and precision make all the difference. Our global team is united by a shared commitment to impact ownership and continuous growth. We create an environment where thoughtful ideas move quickly where people are trusted to lead and where flexibility supports how great work gets done. If you’re excited to help shape what’s next in AI-driven CRM—and build technology that drives real outcomes—we’d love to meet you. Where You Fit In The role of the Customer Success Manager (CSM) is to support a global pooled book of business to manage renewals and upsell opportunities. This is a great opportunity for a highly driven individual to make an impact and to join a customer success team. This role will be well suited for an individual with strong administrative skills as well as strong communication skills. You will be responsible for supporting all post-sales activities to help customers achieve maximum value from their Sugar investment to secure renewals and help drive product and user expansions. Additionally a preferred candidate will have solid experience in selling and/or support enterprise SaaS solutions understand SaaS renewal cycles and has a track record of exceeding quota.This role will provide the ideal candidate with the opportunity to develop skills in a supportive learning organization. It is a demanding and exciting opportunity for the correct candidate. Impact You Will Make Meet and ideally exceed team growth sales goals Meet and ideally exceed team renewal rate target of 83% accurately forecasting and closing renewal opportunities on time Leverage digital-first and 1many strategies to 1) engage at risk customers to drive adoption and 2) build expansion pipeline Document and manage your sales & renewals pipeline in our CRM application daily to 100% accuracy Partner with our channel to drive joint opportunities to close Drive customer advocacy – references case studies and participation in events What You Will Bring 2 years of prior CSM BDR or sales experience 1 year or more experience working with a CRM system A proven ability to manage to a defined plan with stated quarterly objectives Strong presentation written and verbal communication skills Fluent English speaking skills Our Team Values Goal orientated Team player Growth mindset Honest trustworthy hard-working We understand that no candidate is perfectly qualified for any job. Experience comes in different forms many skills are transferable and passion goes a long way. Even more important than your resume is a clear demonstration of dedication impact and the ability to thrive in a fluid and collaborative environment. We want you to learn new things in this role and we encourage you to apply if your experience is close to what we’re looking for. We also know that diversity of background and thought makes for better problem solving and more creative thinking which is why we're dedicated to adding new perspectives to the team. Benefits and Perks Beyond a stellar work environment friendly people and inspiring work we have some sweet benefits and perks UK Pension Scheme Private medical and dental insurance Health &Wellness Reimbursement Program Unpaid sabbatical leave - Educational Resources - Career & Personal Development Program Various discount programs (i.e. travel virtual exercises classes etc.) We are a merit-based company with many opportunities to learn excel and grow your career! LI-Remote 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.

Business Analyst (Secure Enterprise IT Modernization)

"Xcelerate Solutions seeks a Business Analyst (BA) to play a critical role in the modernization development enhancement and maintenance of our secure enterprise IT platform. Operating under established performance work standards the successful candidate will serve as the primary liaison between business stakeholders mission owners and the technical software development team. This position requires an analytical professional who can translate complex business needs and user requirements into clear actionable technical specifications. The candidate will work closely within an Agile/Scrum environment ensuring that the software solutions delivered align with strategic objectives user expectations and compliance frameworks. Come join our award-winning organization and work with some of the most talented and brightest minds in the GovCon industry. Location Remote Key Responsibilities In accordance with program performance standards the Business Analyst will perform the following duties Requirements Engineering & Backlog Management Collaborate with stakeholders to gather analyze and document business functional and technical requirements. Translate high-level business goals into detailed Epic descriptions User Stories and clear measurable Acceptance Criteria using Agile tools (e.g. Jira Azure DevOps). Facilitate backlog grooming story mapping and prioritization sessions with Product Owners and development teams. Ensure all requirements are fully mapped to system capabilities technical constraints and quality assurance test cases. Stakeholder Engagement & Collaboration Act as a key interface and trusted advisor between non-technical stakeholders and the engineering team to clarify functional objectives. Conduct interviews workshops and focus groups to elicit requirements and understand business workflows. Prepare and deliver presentations live system demonstrations and walk-throughs of system capabilities to diverse audiences. System Analysis & Process Modeling Analyze existing business processes (""as-is"") and design optimized modernized workflows (""to-be""). Create system diagrams process flows data models and use-case scenarios to guide development and architectural decisions. Identify gaps risks and bottleneck areas in existing workflows and propose technical or operational solutions. Software Quality Assurance & Compliance Support User Acceptance Testing (UAT) by drafting test scenarios coordinating testing sessions with end-users and validating that delivered features meet defined acceptance criteria. Ensure that functional requirements respect accessibility benchmarks (Section 508 / WCAG compliance) and cybersecurity protocols. Maintain comprehensive system documentation including user manuals release notes training materials and standard operating procedures (SOPs). Required Qualifications Education Bachelor’s degree in Business Administration Information Systems Computer Science or a related field (equivalent professional experience may be considered). Experience + Minimum of 5+ years of professional experience as a Business Analyst or Systems Analyst in an enterprise software development environment. + 3+ years of experience working within an Agile (Scrum/Kanban) framework. Technical & Analytical Skills + Proficient in Agile project management and collaboration tools specifically Jira and Confluence (or Azure DevOps equivalents). + Strong expertise in business process mapping modeling and diagramming tools (e.g. Microsoft Visio Lucidchart Miro). + Basic familiarity with SQL to query databases for data analysis validation and reporting. Soft Skills + Exceptional written and verbal communication skills with a proven ability to bridge the gap between technical developers and non-technical stakeholders. + Strong negotiation facilitation and conflict-resolution skills. Preferred Qualifications Professional certifications in business analysis or agile frameworks (e.g. Certified Business Analysis Professional (CBAP) PMI-PBA Certified Scrum Master (CSM) or Certified Scrum Product Owner (CSPO)). Experience working on federal IT projects defense systems or large-scale legacy modernization initiatives. Familiarity with user experience (UX) principles wireframing tools (e.g. Figma Balsamiq) and Section 508 accessibility standards. Experience utilizing reporting or business intelligence tools (e.g. Power BI Tableau). Certifications To support compliance and operational standards within our secure environment candidates must meet the following baseline requirements Cybersecurity Baseline Certification (Preferred) An active DoD 8570.01-M / DoD 8140 baseline certification (or higher) is highly preferred to facilitate direct system and network access. Acceptable certifications include CompTIA Security+ CE Systems Security Certified Practitioner (SSCP) Certified Information Systems Auditor (CISA) Professional Certifications (Preferred but not required) Certified Business Analysis Professional (CBAP) or PMI Professional in Business Analysis (PMI-PBA) Certified Scrum Master (CSM) or Professional Scrum Master (PSM I) Security & Clearance Requirements Due to the secure nature of the enterprise environment and associated federal mandates Work Status Allowable U.S. citizenship Minimum Clearance to Start Public Trust or Favorably Adjudicated Secret Clearance Compliance Must strictly adhere to government cybersecurity policies operations security (OPSEC) requirements and system access regulations. About Xcelerate Solutions Founded in 2009 and headquartered in McLean VA Xcelerate Solutions (www.xceleratesolutions.com) is one of America's fastest-growing companies. Xcelerate’s culture is defined by our diversified workforce of dynamic and versatile professionals supported with growth and development opportunities that contribute to individual and company growth. This strong commitment to our employees has been recognized by our inclusion on the Washington Business Journal’s “50 Best Places to Work” list as well as being a “Great Place to Work” certified company with a 4.6 star and a 99% CEO approval Glassdoor rating. Come find out why Xcelerate Solutions is one of the top DC Metro employers! Xcelerate Solutions is an Equal Employment Opportunity/Affirmative Action Employer. We evaluate qualified applicants without regard to race color national origin religion age equal pay disability veteran status sex sexual orientation gender identity genetic information or expression of another protected characteristic. As part of this commitment to the full inclusion of all qualified individuals Xcelerate Solutions provides reasonable accommodation if needed because of an applicant's or an employee's disability. Pay Transparency Notice Xcelerate Solutions will not discharge or in any other manner discriminate against employees or applicants because they have inquired about discussed or disclosed their own pay or the pay of another employee or applicant."

Customer Success Manager

About Ent Ent is the intent-aware workspace security platform for securing human and AI-driven work. Built to protect productivity the new attack surface Ent understands not just what users and agents do but why and intervenes at the moment of risk before incidents occur. Where existing tools see events Ent sees intent so security teams can step in at the moment of risk instead of investigating days later. Founded by Lou Manousos and Brandon Dixon co-founders of RiskIQ (acquired by Microsoft) and the team behind Microsoft Security Copilot Ent is in production with Global 2000 customers across hospitality financial services and defense and backed by Decibel Sequoia Crosspoint Capital Craft Ventures Shield Capital Felicis and In-Q-Tel. We’re now hiring the team that will define this category. How We Work Customer first. The product and the business are built around problems we’ve watched real security teams struggle with — not the other way around. Every roadmap conversation starts with what a CISO told us last week. Humble. No drama. We hire people who share the mission and trust each other to deliver. Teamwork over showmanship. Accountability over politics. The work speaks louder than the person doing it. Urgency. The window to build a durable security company in the AI era is open right now and it will not stay open. The shot clock has started. We move at the speed of the people we want to protect. About The Role We are seeking a Customer Success Manager who is equal parts technical translator detective and strategic advisor. This is a role for someone genuinely curious about how people work why they get stuck what would make their day easier and how our product can help. You put the customer first using their goals as our north star. Under pressure you remain calm and ask the right questions that lead us to solutions. You connect to their experience and discover opportunities for us to increase our value. And above all you approach every customer interaction as a human - with empathy. . What You’ll Achieve Own the customer journey. Guide technical customers from onboarding through adoption renewal and expansion — and make each stage feel like progress not process. Become a product expert. Know Ent.ai deeply enough to go beyond features troubleshoot alongside customers and recommend the right approach for their goals. Speak the language of technical teams. Work credibly with Engineering and Security stakeholders earning trust by understanding their priorities and constraints. Drive value not just satisfaction. Define what success means for each account track it honestly and intervene early when something looks off. Grow accounts. Spot expansion and upsell opportunities naturally balancing a commercial instinct with genuine usefulness. Be the voice of the customer. Turn feedback into clear prioritized signal for product & engineering. And turn successful outcomes into customer stories with sales & marketing. Stay calm when it matters. Quarterback escalations with steadiness keeping customers confident while you coordinate with your technical partners to fix issues. Help build the function. Shape the playbooks health metrics and rituals that future Ent.ai CSMs will inherit. What You’ll Bring 6+ years in Customer Success (e.g. CSM TAM etc.) Experience with technical products and supporting technical teams such as Engineering DevOps IT and Security. A track record of successfully managing large enterprise clientele Based in the San Francisco Bay Area and able to work from our office 2–3 days per week. Who You Are Like any experienced CSM there are certain skills we expect Technical fluency Data literacy Excellent communication (verbal and written) Project management Negotiation and stakeholder management Resourcefulness with ambiguity Beyond the basics we are looking for someone who embodies characteristics outside the standard skillset Curious. You ask the second and third question. You want to understand how things actually work — both the product and the people using it. Creative. You take time to think and design workarounds in unique situations when a common solution isn’t obvious. Self-motivated. You set your own priorities and run with them. In an early-stage environment you create structure rather than waiting for it. Calm under pressure. Outages churn risk and hard conversations don’t rattle you. Steadiness is contagious and customers feel it. Empathetic and perceptive. You read people well — what’s said what’s avoided and what a customer needs before they ask for it. Commercially minded product-fluent. You hold a sales mindset and deep product expertise at the same time and you know which one a moment calls for. Our Benefits Distributed workplace. While we have positions we hire for in our SF office we also hire remotely across North America. Own a piece of the journey. Every teammate gets meaningful equity on top of their salary. We’ve got you covered. Generally we pay 90% of your medical dental and vision is paid by Ent. We also cover 75% for your dependents. Take the time you need. Our flexible PTO lets you recharge travel or just take a breather. Family matters. 14 weeks of fully paid parental leave (birth adoption or foster)! Live well. A $100 monthly lifestyle account to spend on what keeps you healthy and happy — fitness wellness learning and more. Set up your space. A $500 home office stipend when you join as a remote employee. Diversity & Accommodations We’re committed to building a diverse inclusive and equitable workplace where people of all backgrounds identities experiences and abilities are welcomed valued and supported. We recognize there is no single path to success and value nontraditional career journeys and diverse perspectives as key to building stronger more innovative teams. We strive to ensure an inclusive experience at every stage of hiring and are happy to provide reasonable accommodations. If you require accommodations or accessible formats at any point during our process please let your recruiter know. As an equal opportunity employer our hiring process is designed to put you at ease and help you do your best work. If there’s anything we can do to improve your experience we’re always open to feedback.

Client Success Manager

"""Our Customer Success team sits at the intersection of retention and growth. We don’t measure ourselves on activity. We measure ourselves on outcomes. This team is trusted to operate commercially think strategically and do what it takes to move customers forward. It’s not always clean or structured and that’s the point. The people who succeed here figure things out push through complexity and consistently deliver real value to customers."" — Darren O'Connor Director Customer Success As a Client Success Manager (CSM) at Absorb you will play a dual impact role—owning client relationships while driving product adoption and simultaneously serving as an L&D practitioner who understands how to build scale and measure learning programs that deliver meaningful business outcomes. We’re looking for someone who brings deep Customer Success expertise paired with real-world Learning & Development program building experience ideally gained within a B2B SaaS environment. In this role you will guide clients in maximizing their LMS investment translate L&D strategy into actionable product usage and clearly demonstrate measurable ROI tied to Absorb LMS. Interested in hearing more about Absorb? Listen here Absorb Culture - Absorb LMS What You’ll Do Develop trusted strategic relationships with a portfolio of clients that promote long-term retention and loyalty. Manage the client lifecycle from post onboarding through adoption expansion advocacy and renewal. Leverage your L&D background to help clients design implement and optimize learning programs using Absorb LMS. Consult on and measure program effectiveness tying learning outcomes and usage back to business goals and product ROI. Deliver training best practices and enablement sessions that help clients get the most from Absorb LMS. Proactively monitor client health identifying risks driving escalations and developing action plans. Identify and route upsell and expansion opportunities to the Account Management team. Collaborate cross functionally with Product Support Professional Services and other internal teams. Maintain accurate client documentation within internal systems/tools. What You’ll Bring 4–6 years of experience in B2B SaaS ideally within LMS HR Tech EdTech or learning solutions industries. Background as a Learning & Development practitioner including experience designing executing and evaluating training programs. Demonstrated ability to tie learning initiatives to measurable outcomes—customer engagement program ROI adoption metrics or business KPIs. Strong client-facing skills communication relationship-building executive alignment and consultative problem-solving. Comfort translating technical concepts into accessible explanations. Strong commercial and business acumen. Excellent time management and project management capabilities. Working understanding of SaaS APIs and core web technologies. Additional Preferred Qualifications Experience with CS and productivity tools such as ChurnZero Salesforce JIRA and Zendesk. Previous involvement in change management enablement or instructional design projects. Experience advising clients on LMS or L&D ecosystem best practices. Are you ready to become an Absorber? What We Offer Fully remote-first work with flexible work arrangements Comprehensive Health and Wellness Benefits including retirement savings programs eligibility for two different bonus plans generous time off comprehensive medical and dental benefits based on your country of location New Hire Equipment Allowance and monthly Flex Allowance to support your success Endless opportunity for career growth and internal mobility Employee driven DE&I programs Who are we? Absorb Software is a remote-first company that provides online training solutions to leading organizations around the world. Absorb is a cloud-based learning management system (LMS) engineered to inspire learning and fuel business productivity. Our online learning platform combines forward-thinking technology built to scale as our customer’s organizations grow. We empower learners to enrich their lives workplaces and communities. Our Values Are Simple We achieve exceptional results by genuinely caring about each other and the work we do We’re united and we grow through our commitment to elevating continual learning! Absorb is proud to be an equal opportunity employer we celebrate diversity and are committed to creating a safe and inclusive environment for all our people. All employment decisions are based on business needs job requirements and individual qualifications. In the event a current Absorb employee would like to apply for this role they will inform their supervisor prior to submitting their application. Successful candidates for this position will be subject to pre-employment background screening including a criminal record check and must be able to show proof of legal eligibility to work in the country they have applied to without sponsorship. Should you require any accommodation during the recruitment process please indicate this on your application and we will work with you to meet your accessibility needs. For any questions please contact us at accessiblecareers@absorblms.com We use AI tools to support our recruitment process such as organizing applications and highlighting potential matches based on role requirements. While these tools help streamline our review all screening and final hiring decisions are made by our recruitment team. We encourage candidates to apply authentically and not rely solely on AI-generated responses in their applications."

Client Success Manager

Cleveland, OH

About Drips Drips helps big brands drive 11 conversations with large audiences at the most critical moments in the customer journey. We use an AI-powered conversational outreach strategy that includes human-like two-way texting scheduled calling and voicemails. Backed by a proprietary natural language processing model our platform has handled over half a billion conversations to date enabling us to deliver automation at a scale that no competitor in the messaging industry has been able to match. That’s why we’re the platform of choice for some of the world’s most recognizable enterprises. Drips’ focus on empowering enterprises to drive real meaningful conversations with consumers has sparked rapid growth since the company was founded in 2016. We are well funded and looking to accelerate the next era of growth and expansion of our team. However we’re more than just a high-growth company. We’re a community. Even though we work remotely we’ve fostered a one-of-a-kind work environment by embracing our core values Happiness Team Lean Passion and Improve. If you want to love the product you work on solve hard problems and grow your career we want to talk with you! Job Overview The Client Success Manager (CSM) works with mid-to-large enterprise accounts across various industries. The CSM’s role is to establish themselves as a trusted advisor to drive successful client experience and support renewal and growth. The ideal candidate for this role is determined to lead Drips clients to achieve the success metrics laid out for each campaign and address various business challenges through use of Drips campaigns. They are primarily responsible for leading the day-to-day client communication across their portfolio and delivering insightful performance reporting and analysis. They will engage in some performance troubleshooting while appropriately delegating deeper investigations. In addition the CSM must execute these job responsibilities within the framework of Drips Core Values. Additional duties and responsibilities as assigned. Duties/Responsibilities The Client Success Manager role can be broken down into three key areas. Those key areas and the related responsibilities include Campaign Performance Strategy & Insights Become an expert at the strategy and best practices for a Drips campaign how to guide clients towards high-level campaigns and the key pieces of the campaign to analyze for performance and strategic insights. Utilize internal tools such as Salesforce and Tableau to thoroughly understand campaign performance trends. Gather required information and strategy for new campaigns (Projects). Guide your clients to establish realistic goals and success measures for Drips campaigns. Utilize Salesforce cases to communicate design requirements to the production team for setup. Lead campaign design planning and review with clients for approval. Own delivery of recurring performance reporting for client campaigns. Determine meaningful performance trend insights and optimization recommendations partnering with a Client Success Associate to provide you with supplemental performance details. Client Communication Own the day-to-day client-facing communication for Accounts in your portfolio and build relationships across the client organization (business and IT/technical stakeholders). Adhere to Response Time SLAs in-line with Client Account Tier. Manage delegation of client requests and investigations as appropriate to Client Insights Production or Product/QA teams. Lead recurring client performance calls (weekly biweekly monthly depending on Client Tier). Participate in & lead prep with Account Manager for recurring Monthly Strategic Calls & QBRs. Client Health & Risk Management Act as the voice of the client internally to advocate customer’s needs. Current-Month Revenue Forecasting – Own the updates to current-month forecast projections based on a solid understanding of expected growth or contraction of your account’s current campaigns. Client Health – review Client Health scoring on a weekly basis for all Accounts. Lead adjusting or escalating changes. Partner with Account Manager for alignment on scoring. Be aware of the client’s business goals objectives and changes within the client organization to identify expansion opportunities and to proactively address any challenges that might impact the use of our solution. Profile for Success in this Role Friendly flexible and comfortable working with a variety of internal teams across Sales Operations and Product Development. Detail-oriented and committed to solving client problems. An articulate communicator who doesn’t shy away from a challenge. Comfortable working in a fast-paced and ever-changing startup software company environment in which process is constantly developing. A positive can-do attitude in a culture that prides itself on the belief that we are stronger together. A team player with patience for ambiguity. Eager to contribute & not afraid to ask questions. Required Skills At least 4 years of experience as an Enterprise CSM or Enterprise Project Manager (client-facing) delivering managed service strongly preferred. Adept with Microsoft Office suite. Fast learner of software (Salesforce Tableau). Experience or comfort with using Microsoft Teams and other messenger services to communicate. Comfortable translating complex ideas and issues to an uninformed audience. Must be able to translate data into actionable business insights related to clients’ business goals and strategy. Ability to manage and support tasks and due dates for multiple clients at once. Strong organizational skills. Keen ability to pay attention to the details. Exceptional verbal and written skills. Must be able to build comfortable and positive relationships with customer team members at varying levels up to Executive level. Must be a self-starter able to work with limited supervision. Ability to work independently as well as part of a team in a remote environment. Drips is a fully remote work environment. Preferred Skills Experience in affiliate marketing or lead generation space marketing campaign management. Working knowledge of web-based SaaS products. Experience working in a growing tech company. Experience in a performance marketing environment.

Cybersecurity Program Manager - Remote

Halifax, Nova Scotia, Canada

Req ID 387731 NTT DATA strives to hire exceptional innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive adaptable and forward-thinking organization apply now. We are currently seeking a Cybersecurity Program Manager - Remote to join our team in Halifax Nova Scotia (CA-NS) Canada (CA). Cybersecurity Program Manager Position Overview We are seeking an experienced Cybersecurity Program Manager to lead complex security transformation initiatives across a large enterprise environment. This role will oversee cross-functional cybersecurity programs coordinate multiple Agile teams and ensure security initiatives are delivered against business priorities risk objectives and enterprise security standards. The ideal candidate combines strong program management experience with hands-on cybersecurity delivery expertise and is comfortable working across security technology product risk compliance and executive stakeholders. This is an opportunity to lead high-visibility cybersecurity initiatives in a scaled Agile environment using tools such as Jira and Jira Align and applying frameworks including NIST ISO 27001 CIS Controls and Lean Portfolio Management. What You’ll Do Lead Cybersecurity Programs Lead end-to-end delivery of complex cybersecurity programs and strategic security initiatives. Manage cross-functional teams across cybersecurity infrastructure cloud applications risk compliance and business functions. Ensure programs are aligned with enterprise security strategy business objectives risk priorities and regulatory requirements. Manage program scope timelines dependencies budgets risks issues and delivery outcomes. Drive accountability across teams and ensure commitments are met. Drive Agile & Scaled Delivery Lead cybersecurity initiatives using Agile methodologies including Scrum SAFe and Kanban. Coordinate delivery across multiple Agile teams and where applicable Agile Release Trains. Use Jira and Jira Align to manage roadmaps backlogs dependencies milestones and program reporting. Partner with Product Owners Scrum Masters architects and technical leads to prioritize work and remove delivery impediments. Apply Lean Portfolio Management (LPM) principles to connect cybersecurity investments with measurable business and risk outcomes. Drive value-stream identification mapping optimization and continuous improvement. Lead Security Transformation Initiatives Manage large-scale cybersecurity programs such as + Identity & Access Management (IAM) + Zero Trust + Security Operations / SOC modernization + Cloud security + DevSecOps + Secure SDLC + Vulnerability and risk management + Security compliance and continuous monitoring Develop and maintain a forward-looking cybersecurity roadmap aligned with enterprise strategy. Identify opportunities to improve security capabilities processes technology and operational maturity. Ensure security initiatives deliver measurable risk reduction and business value. Risk Compliance & Governance Ensure program delivery aligns with enterprise security policies standards and regulatory requirements. Apply cybersecurity frameworks and standards such as NIST CSF CIS Controls and ISO 27001. Support compliance requirements including HIPAA PCI-DSS SOX and other applicable regulations. Identify track and escalate cybersecurity risks issues dependencies and control gaps. Establish effective governance and reporting mechanisms across programs. Executive & Stakeholder Management Provide clear program status KPI risk financial and roadmap reporting to senior leadership and steering committees. Translate complex cybersecurity issues into clear business impacts and actionable recommendations. Build strong relationships with security leaders technology executives business stakeholders product teams and third-party partners. Facilitate program governance meetings executive reviews planning sessions and strategic roadmap discussions. Proactively identify issues and drive resolution before they impact business outcomes. Vendor & Third-Party Management Manage cybersecurity vendors and third-party delivery partners. Coordinate third-party risk management activities and ensure vendor commitments align with program objectives. Track vendor performance dependencies deliverables risks and escalations. Required Qualifications 7+ years of experience in program or project management. 3+ years of cybersecurity program delivery experience. 3+ years managing large-scale cybersecurity initiatives such as IAM Zero Trust SOC modernization cloud security DevSecOps or similar programs. 3+ years of experience working in Agile environments including Scrum SAFe and/or Kanban. 2+ years of hands-on experience with Jira and Jira Align for program planning tracking dependency management and reporting. 3+ years of experience with value-stream management or scaled Agile delivery. Strong understanding of cybersecurity frameworks including NIST CSF CIS Controls and ISO 27001. Experience managing complex cross-functional programs involving multiple technology and business teams. Strong understanding of cybersecurity risk governance compliance and enterprise security practices. Excellent communication leadership facilitation and stakeholder management skills. Ability to communicate effectively with both technical teams and senior executives. Education Bachelor’s degree in Computer Science Cybersecurity Information Security or a related discipline or equivalent professional experience. Preferred Qualifications Certifications such as PMP SAFe SPC CSM CISSP or CISM. Experience with DevSecOps secure SDLC continuous compliance or security automation. Experience working in regulated industries such as financial services healthcare government or other highly regulated environments. Consulting or professional services experience with strong client-facing and executive stakeholder engagement. Experience managing enterprise security technology implementations across cloud infrastructure applications and identity environments. Strong understanding of networking and network security concepts. Experience applying globally recognized cybersecurity standards and frameworks. Experience with cybersecurity transformation maturity improvement or enterprise security roadmap development. Why This Role? This is an opportunity to lead high-impact cybersecurity transformation programs in a complex enterprise environment. You’ll work across security technology product risk and business teams while helping shape the organization’s security roadmap and delivery model. The successful candidate will bring a combination of program leadership cybersecurity expertise Agile delivery experience and executive communication skills to drive measurable improvements in security risk reduction compliance and business resilience. Pay Transparency Where required by law NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this remote role is $95910 -$146905. This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on a number of factors including the candidate’s actual work location relevant experience technical skills and other qualifications. This position is eligible for company benefits including medical dental and vision insurance with an employer contribution flexible spending or health savings account life and AD&D insurance short- and long-term disability coverage paid time off employee assistance participation in a 401k program with company match and additional voluntary or legally-required benefits. About NTT DATA NTT DATA is a $30+ billion business and technology services leader serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world’s leading AI and digital infrastructure providers with unmatched capabilities in enterprise-scale AI cloud security connectivity data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group which invests over $3 billion each year in R&D. Whenever possible we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site in-office attendance may be required for meetings or events depending on business needs. At NTT DATA we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information please submit a contact us form https//us.nttdata.com/en/contact-us. NTT DATA endeavors to make https//us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process please contact us at https//us.nttdata.com/en/contact-us . This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability or protected veteran status. For our EEO Policy Statement please click here . If you'd like more information on your EEO rights under the law please click here . For Pay Transparency information please click here .

Senior Project Manager - Epic Delivery

Ithaca, NY

"Who We Are Xtensys is a rapidly growing managed service provider delivering innovative technology solutions to health systems beginning in New York and expanding nationwide. Owned by two industry leaders with a strong focus on advancing rural and community healthcare Xtensys is executing several major initiatives and scaling quickly. With a team of more than 500 professionals we are building a people-centered culture rooted in collaboration innovation and strategic thinking. Our Senior Project Manager - Epic Delivery will lead complex high-impact Epic implementation optimization upgrade and related healthcare technology initiatives that directly influence patient care clinical operations and organizational change. As the senior individual contributor within the Office of Strategic Initiatives the Senior Project Manager establishes clear project governance provides executive-level visibility facilitates timely decisions and issue resolution and drives projects from initiation through transition and benefits realization. Success is measured by predictable delivery against approved scope and milestones proactive management and escalation of risks and dependencies stakeholder and client satisfaction quality and adoption of delivered solutions and consistent use of Xtensys governance Jira Confluence and reporting standards. How We Work East Coast Alignment Our core operational and collaboration hours follow the Eastern Time Zone (ET) keeping our workflows synchronized with our primary clients and systems. Why Join Us? MissionDriven Work You are the ""bridge"" ensuring technology serves health systems and their patients when they need it most. Autonomy & Ownership We trust you. You’ll lead projects define success and manage complexities with total support. A Culture of Innovation Have a fresh perspective? We want it. We encourage risktaking and continuous improvement. Continuous Growth We fuel your ""restless curiosity"" with opportunities to expand your skillset and mentor others. The Role This role provides disciplined project leadership across scope schedule quality risks dependencies vendors and stakeholder engagement while coordinating cross-functional teams to deliver solutions that improve health outcomes and align with client commitments and Xtensys strategic priorities. Work Arrangement This is a remote position. The Senior Project Manager must be able to work effectively with geographically distributed teams and support applicable client time zones based on project and business needs. Onsite presence may be required for planning sessions executive meetings major testing/readiness events and go-live support. Your Mission What You’ll Do Day-to-Day Key Responsibilities Epic Program & Project Delivery Lead endtoend delivery of large complex highimpact Epic initiatives including implementations upgrades optimizations integrations migrations and other strategic Epic work from planning and design through golive stabilization and transition to operations. Develop and maintain integrated project plans covering scope milestones schedules resources quality dependencies assumptions risks issues decisions and expected benefits monitor progress and drive accountability for timely delivery. Translate contractual commitments statements of work client priorities and strategic objectives into executable delivery plans with clear responsibilities milestones dependencies and acceptance criteria. Drive delivery across applicable Epic implementation phases including discovery and planning design build testing training and readiness cutover and golive stabilization and postimplementation transition. Establish and maintain effective project governance decisionmaking structures escalation paths and delivery standards to keep teams aligned and projects progressing toward agreed objectives. Build strong working relationships with clinical operational IT vendor and executive stakeholders coordinate multidisciplinary teams of Epic analysts technical resources clinical and operational leaders and other subject matter experts. Partner with clinical operational and change leaders to support organizational readiness communication training adoption and transition activities that minimize disruption and enable successful use of Epic solutions. Coordinate integration technical security privacy and compliance workstreams to ensure appropriate requirements dependencies risks and approvals are incorporated into the overall project plan. Proactively identify and manage project risks issues dependencies and delivery barriers facilitate resolution and escalate matters requiring leadership or executive decisions. Provide clear timely project reporting and executivelevel visibility into overall health milestones accomplishments risks issues dependencies decisions and areas requiring leadership attention. Maintain working knowledge of Epic applications implementation methodologies and healthcare technology trends to effectively lead evolving Epic initiatives and collaborate with clinical and technical subject matter experts. Stakeholder Client & Team Leadership Serve as a key delivery leader and point of coordination for client executives clinical and operational stakeholders Epic and application teams technical teams vendors and Xtensys leadership. Lead crossfunctional collaboration facilitate timely decisions address delivery barriers and competing priorities and drive accountability across teams without direct reporting authority. Coordinate work across Epic application integration infrastructure security data testing training change management and operational readiness teams as applicable to the initiative. Build trusted client and stakeholder relationships through clear transparent communication effective expectation management timely issue resolution and a consistent focus on project and client outcomes. Delivery Excellence & Continuous Improvement Use Jira and Confluence consistently to support project planning tracking governance decisions and documentation in accordance with Xtensys standards. Apply and reinforce Office of Strategic Initiatives governance standards templates stage gates reporting practices and established delivery processes. Capture lessons learned identify reusable practices and process improvements and share delivery insights that strengthen Epic delivery and enterprise project management practices. Who You Are & What You’ll Bring 5+ years of hospital / healthcare project management experience is required. Demonstrated experience independently leading complex Epic implementations upgrades optimizations or related Epic initiatives in a hospital or health system environment is required. Strong understanding of project management methodologies governance and best practices. Experience managing complex crossfunctional projects with multiple stakeholders and competing priorities. Excellent communication facilitation organizational and leadership skills. Experience presenting to executive leadership steering committees and governance groups. Education/Certifications Bachelor’s degree in business healthcare administration information systems computer science engineering or a related field equivalent combination of education and relevant industry experience may be considered. In lieu of a Bachelor’s degree four additional years of relevant professional industry experience is required. PMP certification is required. PgMP PMIACP Certified ScrumMaster (CSM) or comparable project/agile credentials are a plus. Travel Requirements Up to 20% travel primarily to client and company locations with occasional overnight travel. Travel may increase temporarily during key implementation milestones golive/cutover or client workshops based on project needs. Physical Readiness Primarily sedentary office/remote work involving extended periods of computer use and virtual meetings with occasional standing and walking. Ability to travel as required and occasionally lift or carry up to 25 lbs. with or without reasonable accommodation."

Salesforce Project Manager

Madrid, Community of Madrid, Spain

The purpose of this role is to drive and oversee the delivery of the assigned projects to ensure that the objectives are clearly defined and achieved within the agreed time cost and quality constraints. Job Description Omega CRM a Merkle & Dentsu company is a leader in Customer Experience services with over 20 years of experience leveraging technology for marketing and driving innovative customer relationships. We are currently looking for a Project Manager to join our team Main duties Provide support in the pre-sales tasks of assigned accounts solution design estimation planning and assumptions. Share with the project team the client's vision objectives and expectations. Assign and supervise team tasks managing assignments vacations and absences during the project. Manage project progress to ensure deadlines scope and budget are met. Facilitate change requests to ensure all parties are informed of schedule and budget impacts. Provide visibility of project progress to the client and Customer Success Manager (CSM). Lead follow-up meetings and steering committees. Alert operations management of potential deviations. Establish communication and risk mitigation plans. Monitor all incoming and outgoing project documentation. Ensure project deliverables adhere to quality standards. Lead project demos for the client. Lead the resolution of issues arising from project implementation. Lead the relationship and pursue customer satisfaction regarding the project. Ensure project objectives are met. Evaluate the project afterward and identify successful and unsuccessful project elements. Responsible for sending customer satisfaction surveys regarding the project. Identify potential Up & Cross-Selling opportunities for the account. Lead team retrospectives and identify potential internal improvements. Participate in the development training and supervision of the assigned team providing guidance to improve their skills. Experience needed +5 years of experience in Project Management roles successfully leading Salesforce projects. +3 years of experience participating in end-to-end CRM implementation processes. Solid hands-on experience working with Salesforce Service Cloud and Marketing Cloud. Proven experience working with Agile methodologies (SCRUM) and project management tools like Jira. Professional proficiency in English (Medium-High level capable of fluent business communication). What Do We Offer Permanent contract. Flexible Schedule. We make it easy. Balance your professional and personal life. Certifications plan. Improve your skills and get the official certificate from our main partners. Home Office. You decide and we support you. Flexible retribution (public transport ticket Ticket restaurtant …). Health insurance. OMEGA in action. Our commitment to a better society is not just an intention Professional development Evolve grow and get where you want to go. About Us Omega CRM a Merkle & Dentsu company is a global digital company specialising in accelerating the Business Experience (BX) of our clients through customer-centric solutions technology and data – all enhanced by AI. Together with Merkle we form the largest Customer Experience Management (CXM) agency in Spain and as part of the dentsu group we offer end-to-end solutions that integrate media creativity content technology and strategy to deliver real business impact. With over 23 years of experience a team of 580+ professionals from 24 nationalities and 2500+ certifications Omega CRM is a recognised leader in the Salesforce ecosystem in Spain. We operate across key industries including Retail Healthcare Pharma Real Estate Education and Non-Profit delivering omnichannel experiences in Customer Service eCommerce Marketing and Analytics. Client satisfaction is at our core (rating 4.9/5) and we’ve been recognised with awards such as Salesforce Partner of the Year FY23 and Most Innovative Project (Iberia). At Omega CRM we believe in growth through people – guided by our values Talent Flexibility Commitment and Innovation. We grow Together. OMEGA REMOTE Location Madrid Brand Omega Time Type Full time Contract Type Permanent

IT Program Manager

Herndon, VA

By joining the National Student Clearinghouse you can be sure that the work you do now will help shape the future of education and the workforce in the U.S. As the trusted source for higher education data since 1993 the Clearinghouse is the leading provider of transcript and data exchange services automated enrollment and degree verifications learner insights and research and compliance solutions for schools businesses and learners nationwide. As a 501(c)(3) nonprofit organization the Clearinghouse works with nearly 3600 postsecondary institutions to meet their compliance needs and with thousands of high schools and districts to provide continuing collegiate enrollment progression and completion statistics about their alumni. In addition the Research Center publications inform policymakers and business leaders about student educational pathways. Using our unique combination of data analytics and software to drive our mission security and privacy is paramount. Join us as we continue to invest in our talent and new advanced technologies to unlock the power of data on behalf of all learners. About The Role The Technical Specialist IT Program Management position (externally known as IT Program Manager) collaborates and coordinates cross-functional technology initiatives that support the Clearinghouse's ongoing modernization efforts. This role partners closely with engineering architecture security operations product and business teams to ensure work is effectively planned prioritized tracked and delivered. This position is responsible for facilitating delivery processes coordinating dependencies across teams managing risks and milestones maintaining program visibility and supporting adoption of AI-enabled tools and automation capabilities that improve delivery effectiveness and operational efficiency. The role will leverage cloud DevSecOps observability security identity management and Infrastructure as Code (IaC) platforms including AWS GitLab Datadog Wiz Okta Terraform and related technologies. Specifically this position oversees a portfolio of initiatives coordinating schedules resources dependencies communications risks and reporting to ensure successful outcomes and transparency for stakeholders at all levels of the organization. If you are looking to be part of a winning team with a great mission the Clearinghouse is an excellent place to grow your career. Currently this is a remote-first position and this position may be required to periodically work on-site at our office and the frequency would depend on the department/division's requirements. Therefore candidates must either reside within a reasonable distance to commute to our office or be willing to travel to our office in Herndon when required. How You Contribute Demonstrate the Clearinghouse's core competencies Customer Focus Optimizes Work Processes Collaborates Communicates Effectively and Be Open and Authentic. Develop strong knowledge of company products and services and how customers use them. Support a holistic approach to manage the IT Program inclusive of program level deliverables schedules issues risks risk mitigation plan budget expenditures and related mitigation plans. Facilitate and promote effective Agile delivery practices to ensure projects are delivered on time within budget and meet or exceed conditions of satisfaction. Facilitate daily standups backlog reviews planning sessions and other delivery ceremonies. Coordinate work across multiple teams to identify dependencies resolve blockers and maintain delivery momentum. Track action items commitments milestones and delivery deadlines providing proactive communication and escalation as needed. Ensure work items requirements and AI-generated artifacts contain sufficient context acceptance criteria and quality to support planning execution reporting automation and downstream delivery processes. Collaborate across the organization and with application development teams enterprise architecture support teams the Chief Data Office (CDO) and business units to assess the overall health of the program. Ensure a high level of transparency exists in communicating status risk and issues throughout the Clearinghouse. Host and facilitate delivery planning and status meetings effectively communicating expectations and driving team progress toward fulfilling conditions of satisfaction. Provide recurring portfolio-level reporting and executive visibility for key technology initiatives risks milestones and outcomes. Metrics will encompass team productivity quality and value delivered by the projects/program. Responsible for schedule management proactively measuring and monitoring project progress identifying and managing project risks and issues and employing mitigation tactics issue resolution and/or escalation procedures as appropriate. Provide project management/leadership to key IT initiatives as assigned. Demonstrate openness to new perspectives and ideas. Leverage AI-enabled tools and automation capabilities to improve work intake story creation reporting and delivery efficiency. Partner with technical teams to identify opportunities for process automation and reduction of manual operational work. Support adoption of AI and automation solutions that enhance visibility delivery tracking knowledge sharing and team productivity. Position may be required to perform other duties as required. These essential functions are representative of those that must be met by an employee to successfully perform the job. Reasonable accommodations will be made to enable individuals with disabilities to perform these essential functions. What You Bring To The Table Bachelors degree in computer science information technology or any related field. A combination of education and experience including military service will also be considered. A mimimum of 10 years of experience managing programs and projects in a matrixed organization to deliver projects on time and within budget and scope. Experience with + Technology delivery and experience working in a technology organization delivering large scale projects. + Managing internal and external stakeholders supporting technology initiatives.. + Managing multiple initiatives simultaneously prioritizing and monitoring tasks across all projects. + Working in an Agile environment. Proficiency working with Microsoft Office Suite and other collaboration tools. Familiarity with project management and Agile delivery platforms such as GitLab Jira Azure DevOps Microsoft Project Clarity or similar tools. Excellent communication and interpersonal skills. Demonstrated ability to effectively and efficiently influence others to take appropriate action. Positive and professional attitude with the demonstrated ability to adapt to a dynamic fast paced industry and environment. Demonstrates the Clearinghouse’s core competencies customer focus optimizes work processes communicates effectively collaborates and is open and authentic. Must live within a commutable distance to Herndon VA or in one of the Clearinghouse's approved States for hiring purposes. Refer to our HR Policies Page located on our Careers site at https//www.studentclearinghouse.org/careers/human-resource-policies/ for more details. Must be currently authorized to work in the United States on a full-time basis. We do not intend to sponsor external applicants for work visas and may consider sponsorship only if no qualified candidates can be found who are authorized to work without sponsorship. Must be at least 18 years old. Additional Desired Qualifications MBA or advanced degree. PMP and/or CSM certificate. Experience leveraging AI-enabled tools to improve planning reporting delivery management knowledge management or operational efficiency. Physical Demands Use of a computer for 8 or more hours a day. Use of a telephone and/or copy machine. Frequently required to sit for 7 or more hours per day. Occasionally required to use hands and fingers to operate handle and reach. Vision abilities include close vision and the ability to adjust focus. May be required to do front-of-the-room presentations. Able to work extended hours and potentially weekends when required. Travel via car train and airplane when needed. Benefits and Related Information The National Student Clearinghouse provides a robust benefit program designed to help meet the needs of each employee and their family both now and in the future. We offer comprehensive medical dental and vision insurance as well as life and disability insurance benefits for employees and their qualified dependents. Health care dependent care and limited purpose flexible spending accounts as well as a health savings account with annual employer contributions of $300 for employees and $600 for employees who are enrolled with their spouse and/or dependents voluntary supplemental health plans for Accident and Hospital Indemnity coverage and infertility coverage are options available for employees to set aside pre-taxed dollars for certain qualifying expenses. We offer a very generous 401k matching contribution program with the opportunity to defer pre-tax and Roth contributions as well as catch-up contributions for those who are eligible! We are proud to offer a competitive paid leave program consisting of vacation sick and personal time as well as paid holidays up to 3 weeks of paid parental leave during a 12-month period and up to 5 days of paid military leave per calendar year . Vacation time will accrue based on length of service and new full-time hires can accrue up to 13 days of vacation and up to 10 days of sick time per year. On an annual basis new employees may use up to 32 hours of accrued sick time as personal time. Additionally the Clearinghouse observes at least 15 paid holidays per year including company year-end close between Christmas and New Years Holidays. Another perk is that employees have the option to get reimbursed for basic wholesale company and roadside assistance memberships (e.g. Costco and AAA) and to request a buy back on portions of unused accrued vacation based on tenure and certain other qualifications. Employees can further their education and professional development by using our Employee Education Assistance Program which establishes reimbursement for qualified education expenses upon successful completion of the program and leveraging the enterprise-wide LinkedIn Learning subscription. There are additional employee benefits too including but not limited to mental health with up to eight free therapy sessions for employees and their family members and well-being reward benefits. With the Clearinghouse being an eligible 501(3)(c) nonprofit organization employees are eligible for service credit towards the Public Service Loan Forgiveness program (PSLF). To find out more please request a copy of our Benefits at a Glance! Additionally we reasonably believe that the salary range for this position is between $126420 and $164346. The pay range listed above represents a good faith estimate and is not a guarantee of compensation or salary. The National Student Clearinghouse considers multiple factors when determining base pay for offers including but not limited to the responsibilities and scope of the role as well as a candidate’s experience education knowledge skills abilities internal equity and alignment with market data. Internal Candidates If you feel you meet the qualifications for the role we strongly encourage you to apply and focus on preparing for the application process. Finalist internal candidates will receive a compensation review prior to any offer being made. In accordance with the Clearinghouse’s compensation and promotion guidelines internal compensation practices will be applied first which may result in pay that differs from the posted salary range. This job announcement was posted to the National Student Clearinghouse’s Careers site at www.studentclearinghouse.org/careers on 8/28/2026 and the online application period will be open for at least 3 days from this posting date. A completed online application is required to be considered for this opportunity. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The National Student Clearinghouse is proud to be an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to actual or perceived race creed color religion alienage or national origin ancestry citizenship status age disability or handicap sex marital status veteran status (or known to have a spousal family business social or other relationship or association with a protected veteran) sexual orientation genetic information arrest record natural hairstyle or any other characteristic protected by applicable federal state or local laws. Our management team is dedicated to this policy with respect to recruitment hiring placement promotion transfer training compensation benefits employee activities and general treatment during employment. Pay Transparency Notice The National Student Clearinghouse is a federal contractor that abides by all applicable equal opportunity laws and regulations. Under these laws companies doing business with the federal government must provide applicants and employees with certain policies including the following information. The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about discussed or disclosed their own pay or the pay of another employee or applicant. However employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information unless the disclosure is (a) in response to a formal complaint or charge (b) in furtherance of an investigation proceeding hearing or action including an investigation conducted by the employer or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

Director, Client Strategy - SMB

New York, NY

Join ShopMy – Powering the Future of Digital Marketing ShopMy is transforming e-commerce by building the infrastructure for human-led curation at scale. We help brands run performance-driven creator programs while enabling top creators to monetize their influence and partner directly with the brands they love—driving discovery through trusted tastemakers and authentic recommendations. ShopMy recently became a unicorn raising at a $1.5B valuation with backing from Bessemer Venture Partners Avenir Growth Capital and Bain Capital Ventures. At ShopMy you're building the future of human-led commerce for the world's best brands tastemakers and shoppers. You move fast and see immediate impact in your work alongside accomplished teammates who are driven by helping find the world's best things. If you’re excited to help shape the future of curated commerce at the intersection of technology culture and taste we’d love to meet you. About the role… As Director of Client Strategy SMB at ShopMy you will build and lead a brand-new pod from the ground up - designing and running a one-to-many service model that delivers retention and platform adoption at scale. Your team will support 150-200+ brands each through scaled programs webinars lifecycle and CRM campaigns customer education and self-serve resources. This is a builder's role. Success looks less like classic account management and more like systems design - driving best-in-class retention product adoption and client experience through scaled and digital resources. Your role is critical in driving retention growth and platform adoption - while actively developing your team shaping cross-departmental initiatives and helping define the future of ShopMy through thoughtful leadership and product feedback. What You’ll Do Build the pod from zero to one - define the service model ways of working KPIs and team structure for a segment we've never served this way before Design the one-to-many motion - webinar programs CRM and lifecycle campaigns in-product education and scaled onboarding that drive adoption and retention without one-to-one touchpoints partnering with Product Marketing and Support to deliver exceptional client outcomes Stand up customer education - learning paths LMS self-serve content and the operating cadence behind them Drive retention and upgrade performance including a measurable path from entry-level packages into product adoption spend and package upgrades Actively coach and develop your team - providing frequent feedback engineering growth opportunities owning onboarding and cultivating top-tier talent Be a visible voice for the segment hosting or producing webinars and scaled client-facing programming Partner with Product to translate SMB needs into roadmap priorities — this segment requires self-serve solutions not headcount Embed AI-driven workflows that expand what a small team can deliver and help shape how AI is deployed across Client Strategy Align SMB strategy with company priorities partnering with peers and leadership to drive buy-in cross-functionally You Are Energized By Building something from scratch - writing the playbook rather than inheriting one Designing systems and processes that work at scale and getting energy from the leverage they create Solving for retention across a large diverse book without one-to-one relationships Turning ambiguity into structure and structure into repeatable programs Partnering with Product and Marketing as closely as with clients Leading and developing a team in a fast-paced remote startup environment The creator economy and the brands building in it What We Are Looking For 8-10+ years of experience in customer success account management or customer operations with meaningful time spent in the SMB segment Direct experience standing up a one-to-many scaled or digital service model - you've done this transition before not just observed it Proven ownership of scaled retention programs webinars CRM/lifecycle campaigns customer education or LMS build-outs Background as an account manager or CSM earlier in your career - you know what the one-to-one motion delivers before you replace it Strong leadership skills and proven experience managing and mentoring a team Systems thinking and operational rigor - you're comfortable owning tooling process design and measurement Ability to partner with Product to shape self-serve and automated solutions Bachelor's degree required Bonus Points Deep passion and understanding of the creator economy Prior experience in SaaS Customer Success at a company that scaled its service model as it grew Experience in a remote startup environment NYC-based is a plus but not required In compliance with New York Pay Transparency Law the salary range for this position is as shown. We note that salary information as a general guideline only actual compensation may vary from posting based on the offer for this role including the scope and responsibilities of the position relevant work experience key skills education training and business considerations. New York Pay Range $150000 $175000 USD The provided salary range is base salary exclusive of bonus potential or commission and is a good faith estimate of cash compensation. ShopMy is flexible pending candidate's experience and how our business needs evolve throughout the search. Every employee of ShopMy receives equity on top of cash compensation! ShopMy offers a bundle of benefits on top of being a great place to work. Our teammates are provided benefits such as Medical & Dental Coverage at 70% Equity in ShopMy Flexible PTO 14 weeks of parental leave Wellness & Social Stipend Technology Stipend Learning & Development Stipend 401k program (3% automated contribution from ShopMy!) Wellhub Membership Company retreats Opportunity to monetize your influence- all employees build out a ShopMy page! Birthday PTO Brand new NYC HQ office