Full-Time Technical Customer Success Manager

• Shadow client calls, assist with in-flight implementations, and gradually take ownership of a ~$800K–$1M book of business.
• Support legacy clients with adoption and usage, while preparing them for transitions to the new platform.
• Begin building the knowledge you’ll need to lead implementations of One45 and Platform in the future.
• Contribute to the rollout of Orchestrated Account Management (OAM), our new, structured model for proactive, lifecycle-based client engagement.

• Guide partners through transitions, from onboarding to platform migrations, with confidence, clarity, and care.
• Lead technical implementations of One45 and Platform for new partners, coordinating timelines, configuration, and stakeholder training with support from Technical Consultants.
• Build trust-based relationships with administrators, faculty, and program leaders that extend well beyond initial implementation.
• Execute the Orchestrated Account Management (OAM) model, ensuring consistent touchpoints, success plans, and documentation throughout the client lifecycle.
• Anticipate risks and reduce escalations by surfacing issues early, coordinating resolution, and reinforcing trust in high-stakes moments.
• Collaborate with Technical Consultants to uncover true partner needs, co-create solutions, and accelerate time-to-value.
• Act as the partner’s advocate internally, sharing insights that influence product direction, improve processes, and strengthen the overall partner journey.
• Enable adoption and learning, contributing to scalable resources like our new Onboarding Hub and training initiatives that empower partners to succeed independently.
• Contribute to team growth by modelling engagement hygiene (touchpoints, notes, follow-ups) and supporting process improvement as our playbooks mature.

• Consistent engagement hygiene, keeping client health data current in ChurnZero, with timely follow-ups and clear documentation of partner touchpoints.
• Growing confidence in partner conversations, demonstrating empathy, resourcefulness, and credibility as you build trust.
• Smoothly supporting legacy clients while learning our new Platform and contributing to migration efforts.
• Proactively surfacing risks and issues rather than waiting for them to escalate.
• Visible contributions to playbooks and enablement resources, such as the OAM framework and the new Onboarding Hub.
• Collaborating effectively with peers and Technical Consultants, knowing when to ask for support and when to take ownership.

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