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Lead customer-facing teams and improve the end-to-end customer journey, service quality, and scalable support operations in partnership with product and engineering. | Requires 10+ years in customer-facing functions, including at least 4 years managing teams in a SaaS or merchant-facing environment, plus experience with customer experience strategy, escalations, and data-driven operational improvements. | About Bask Health Bask Health is a software platform that enables entrepreneurs, doctors, and healthcare businesses to launch, manage, and grow direct-to-consumer telehealth businesses. Our platform brings together patient experiences, clinical workflows, pharmacy operations, and commerce tools in one place. We're an entrepreneurial, product-focused team that values ownership, technical excellence, and building software that solves real problems. Our teams work closely across product, engineering, customer success, sales, and company leadership to bring new capabilities to market and continuously improve the platform. At Bask, customer experience is about making it easier for businesses to succeed with our software. We value clear communication, thoughtful problem-solving, reliable support, and people who can build processes that improve the experience for customers and the teams supporting them. About the Role We're looking for a Head of Customer Experience to lead and improve the experience of businesses using Bask Health's software platform. This role is responsible for developing our customer experience strategy, leading customer-facing service operations, improving support quality, and building processes that help customers successfully use our platform. You'll oversee how customers experience Bask Health across important stages of their relationship with us, including onboarding, activation, ongoing platform use, technical support, and issue resolution. Our customers include entrepreneurs, e-commerce operators, online business owners, and healthcare businesses using Bask Health to launch and manage direct-to-consumer telehealth services. You'll bring a strong understanding of how SaaS customers interact with software platforms and what makes those experiences effective, consistent, and reliable. You'll develop a customer experience strategy that aligns service quality, operational efficiency, and customer satisfaction with Bask Health's business priorities. You'll evaluate the customer journey and identify opportunities to reduce friction across different interactions with the platform and our teams. You'll help establish clear service expectations and customer communication standards. You'll build consistent processes for handling customer questions, technical issues, escalations, and follow-up requests. You'll work closely with customer success managers to understand recurring customer concerns and opportunities to improve the overall experience. You'll collaborate with customer success engineering and technical support teams to improve how technical problems are communicated, investigated, and resolved. You'll help establish clear ownership of customer issues so requests do not get lost between teams. You'll identify gaps in existing support workflows and develop practical improvements. You'll lead, coach, and develop customer-facing team members within the approved organizational structure. You'll establish performance expectations that emphasize service quality, accountability, clear communication, and effective problem-solving. You'll help managers and individual contributors improve their ability to handle difficult customer situations. You'll create processes for reviewing customer interactions and identifying opportunities for coaching. You'll establish meaningful customer experience metrics and reporting practices. You'll monitor relevant indicators such as customer satisfaction, response times, resolution times, escalation trends, and recurring support issues. You'll use customer feedback and operational data to identify patterns that require attention. You'll help establish a consistent approach to collecting and acting on customer feedback. You'll collaborate with product and engineering teams to communicate recurring usability problems and customer frustrations. You'll help prioritize customer experience improvements based on impact, frequency, and operational importance. You'll work with product managers to improve customer-facing workflows and reduce avoidable support requests. You'll help develop clear onboarding resources, product education materials, and self-service support documentation. You'll identify opportunities to make customer communications more useful and easier to understand. You'll help ensure customers receive consistent information across different teams and communication channels. You'll oversee important customer escalations and coordinate appropriate internal responses. You'll participate directly in sensitive customer situations when leadership involvement is needed. You'll help teams communicate clearly during technical incidents, service interruptions, or other customer-impacting problems. You'll establish processes for tracking escalations, documenting commitments, and confirming appropriate follow-up. You'll collaborate with sales and customer success leadership to improve handoffs between the sales process and post-sale customer experience. You'll work with implementation teams to identify onboarding problems that create unnecessary friction for new customers. You'll help ensure customers understand what to expect during onboarding and ongoing platform use. You'll evaluate existing customer service tools, ticketing workflows, and documentation practices. You'll recommend improvements that help the team manage requests more effectively as the customer base grows. You'll help create scalable processes that maintain service quality without relying on constant manual intervention. You'll work with leadership to evaluate staffing needs, team structure, and operational priorities. You'll participate in hiring and developing customer experience talent as needed. You'll create training materials and service playbooks that help new team members become effective. You'll promote strong collaboration between customer success, technical support, engineering, product, and other internal teams. You'll establish clear escalation boundaries and ensure teams understand when specialist involvement is required. Bask Health's platform brings together merchant storefronts, patient questionnaires, checkout experiences, clinical workflows, pharmacy-related processes, and other business capabilities. You'll ensure customer-facing teams understand the platform well enough to provide accurate guidance and recognize their own limits. Because Bask Health supports healthcare-related businesses, you'll need to maintain clear boundaries between software support and clinical, pharmacy, or compliance responsibilities. You'll coordinate with authorized specialists when customer issues involve regulated healthcare activities. You'll ensure customer-facing processes follow appropriate privacy, security, and information-handling requirements. You'll work directly with company leadership to communicate customer experience performance, emerging problems, and opportunities for improvement. You'll help leadership understand how customer experience affects adoption, retention, and long-term customer relationships. You'll be expected to balance customer advocacy with operational efficiency and the realities of running a growing software business. You'll develop processes that make it easier for teams to deliver consistent support as the platform and customer base evolve. We're looking for a leader with substantial experience in customer experience, customer success, or support operations, along with proven experience managing teams. You should understand how merchant-facing SaaS businesses operate and how customer experience influences long-term customer relationships. You'll need to be comfortable making decisions, building processes, coaching employees, and collaborating across departments. Success in this role means creating a customer experience that is clear, consistent, responsive, and scalable while helping merchants feel confident using Bask Health. What You'll Do Lead Bask Health's customer experience strategy and service operations. Evaluate and improve the end-to-end customer journey. Establish consistent customer communication and service standards. Develop scalable customer support and escalation processes. Lead and coach customer-facing teams within the approved organization. Define customer experience performance expectations. Monitor customer satisfaction and service quality metrics. Track response times, resolution times, and escalation trends. Identify recurring customer frustrations and service gaps. Develop processes for collecting and acting on customer feedback. Improve coordination between customer success and technical support teams. Collaborate with product and engineering on recurring customer experience issues. Help prioritize product improvements that reduce customer friction. Oversee complex customer escalations and sensitive service situations. Establish clear ownership and follow-up procedures for customer requests. Improve customer onboarding and activation experiences. Develop customer education and self-service support resources. Create internal service playbooks and training materials. Establish quality assurance and customer interaction review processes. Coach team members on communication, problem-solving, and customer care. Evaluate customer service tools and operational workflows. Recommend process improvements that increase efficiency and consistency. Coordinate customer communications during platform issues when appropriate. Improve handoffs between sales, onboarding, customer success, and support. Support organizational planning and customer experience hiring. Establish reporting that communicates customer experience performance to leadership. Promote accountability and follow-through across customer-facing functions. Ensure appropriate privacy, security, and information-handling practices. Escalate clinical, pharmacy, and compliance matters to authorized teams. Identify opportunities to reduce avoidable customer support requests. Help build a customer experience function that can scale with Bask Health. Take ownership of customer experience quality and continuous improvement. 10+ years of experience in customer experience, customer success, customer support operations, client services, or a closely related customer-facing function. At least 4 years of experience directly managing customer-facing teams. Demonstrated experience leading customer experience or support operations for a SaaS business. Substantive experience working with e-commerce businesses, online merchants, or merchant-facing software. Strong understanding of the customer lifecycle, including onboarding, adoption, ongoing support, and retention. Experience developing and executing customer experience strategies. Proven ability to build and improve customer support processes. Experience managing service quality and customer satisfaction initiatives. Demonstrated ability to coach, develop, and evaluate customer-facing employees. Experience defining service standards and operational performance expectations. Strong understanding of customer satisfaction, response time, resolution time, and escalation metrics. Experience using customer feedback and service data to identify improvement opportunities. Ability to develop scalable customer support and escalation procedures. Experience overseeing complex customer escalations. Strong understanding of customer communication and service recovery. Experience collaborating with product and engineering teams on customer-facing issues. Ability to translate customer feedback into operational and product recommendations. Experience improving customer onboarding and support handoffs. Familiarity with customer support platforms, ticketing systems, and reporting tools. Experience building customer service playbooks and training programs. Strong written and verbal communication skills. Ability to present operational performance and recommendations to senior leadership. Strong analytical thinking and data-driven decision-making skills. Experience managing multiple operational priorities. Strong organizational and process improvement skills. Ability to lead teams in a remote, cross-functional environment. Availability to collaborate during required U.S. Eastern Time working hours. Strong ownership mentality and accountability for customer experience outcomes. Nice to Have Experience leading customer experience at an e-commerce SaaS company. Experience supporting Shopify merchants or direct-to-consumer brands. Familiarity with Shopify, BigCommerce, Klaviyo, Gorgias, Recharge, or similar commerce platforms. Experience working directly with entrepreneurs and online business owners. Experience leading both customer success and technical support teams. Experience building customer support operations during periods of company growth. Familiarity with customer satisfaction measurement and customer feedback programs. Experience implementing customer support quality assurance processes. Experience improving first-contact resolution and reducing repeat support requests. Experience building self-service support resources or customer help centers. Familiarity with Zendesk, Intercom, Freshdesk, Salesforce Service Cloud, or similar tools. Experience developing customer journey maps and service blueprints. Experience designing customer escalation and incident communication processes. Experience improving onboarding and implementation handoffs. Experience creating operational dashboards and performance reporting. Experience leading cross-functional customer experience initiatives. Familiarity with online storefront, checkout, and payment workflows. Experience supporting subscription commerce businesses. Familiarity with healthcare technology or telehealth platforms. Experience collaborating directly with founders and senior company leadership.

Manage client implementations from scoping through configuration and training while defining product operations, analyzing platform performance, and supporting technical account management. | Requires a bachelor’s degree, approximately five years of experience in product operations, technical project management, and client-facing work, plus technical aptitude and independent workflow management. | About the Role We are looking for a hands-on, technically minded Product Operations & Implementation Manager to help drive the successful adoption, operation, and continued improvement of our technology platform. You will become a subject matter expert on our product, serve as the connective link between clients, sales, product, and tech, and help translate what customers need into workable solutions. This role's top priority will be ensuring client pre-sale scoping is executed, verifying our implementation and product readiness, and executing the client setup, configuration, training, onboarding, and implementation end-to-end successfully. Just as important, the foundation and standard procedures for our implementations are still to be defined, and must be setup for scale and efficiency by this role. This is a highly hybrid role that brings together project management, client and account management, product operations, and technical implementation. The ideal candidate has experience across several of these areas and enjoys moving between client-facing responsibilities, coordinating projects, understanding technical requirements, and improving products and processes for scale. Work Arrangements Type: Full time, remote position. To be considered candidates must be located in one of the following states within the USA: CA, CO, CT, IL, MI, TN, VA, OH, FL. Candidates located elsewhere will not be considered and should not apply. Candidates interested in part time or contractor opportunities may also be considered. Working hours: Flexibility to work with both EMEA and California based colleagues is essential for success in this role. The right candidate will be ambitious, fast paced, self motivated, and capable of managing their own schedule with flexibility as needed to get the job done. What You'll Do Client implementation and project coordination Coordinate and execute end-to-end client implementations, from initial scoping and solution design, to readiness check and verification, testing, client setup, rollout and handoff to ongoing support. Work with Sales, Product and Technology to scope customized solutions and turn requirements into actionable technical plans. Own client-specific platform configuration, including metadata imports, integrations, APIs, taxonomy, and folder structures. Conduct product testing and verification against client expectations and pre-sales scoping, ensuring that client expectations and what is being sold is realistic, and achievable. Maintain project plans, track dependencies, and escalate risks or delays early. See to it that client projects and implementations assigned are completed successfully, smoothly, and timely. Standardize the proper procedure for client offboardings, and execute any client offboardings as needed. Develop repeatable implementation processes and templates that allow us to onboard new clients efficiently and consistently. Platform operations, knowledge, and performance Develop a deep understanding of our platform, its capabilities, configurations, and technical workflows, positioning yourself as the product expert within the delivery and operations team, reducing the need to bring developers or product managers into client facing meetings. Build stronger product knowledge and skills within the delivery and operations team, cross training and upskilling colleagues to be just as capable at client onboarding and demonstrations as you. With the Technology team, build dashboards and reporting on usage, service performance, trends and account overages. Analyze costs, licensing and utilization, and fix recurring issues to improve efficiency and scalability. Participate in light prototyping as needed to better illustrate client feedback on product needs. Turn client workflows and pain points into requirements, PRDs and roadmap recommendations with the Product Manager and engineering team. Help train, test, and refine AI-powered agents within our platform by defining the needs, partnering with engineering, helping to prepare knowledge content, validating responses, identifying gaps and more. Client enablement, training and documentation Drive user and client adoption through owning all onboarding, demos and training within the platform. Create a consistent, efficient, and repeatable onboarding experience, including checklists, training materials, configuration guides, and handoff processes. Build and maintain internal documentation, implementation team playbooks, and operational workflows. Partner with product and engineering to also ensure the support team has all documentation and playbooks needed. Help migrate our product knowledge base into new support system Freshdesk, close gaps by creating missing documentation and materials needed, and train and refine AI support tools. Implement product tours within our platform for regular and recurring topics / questions. Client success and account management Manage a portfolio of smaller technical accounts without a dedicated Account Manager. Host regular check-ins on performance, client satisfaction, platform usage and renewals, bringing expansion opportunities to the table with Sales. Serve as the client point of contact or internal subject matter expert for all technical account questions (non technical support related) What You Need Approximately 5 years of experience in a mix across product operations, technical project management, technical implementation, platform operations, customer success, client management, and account management. Bachelors degree in relevant field Strong technical aptitude and the ability to quickly learn complex technologies, platforms and workflows. Direct experience in the creative, broadcast, streaming, or production industries are strongly preferred. Experience owning and executing custom client solution designs and implementations, client onboarding, technical projects, or platform rollouts. Comfortable working with technical concepts such as APIs, integrations, metadata, system configurations, and troubleshooting. Experience creating process documentation, training materials, knowledge bases, and standard operating procedures. Strong communication skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences. Highly organized, with the ability to manage multiple priorities, coordinate across teams, and keep projects moving forward. Analytical mindset, with the ability to interpret usage and operational data and identify opportunities for improvement. Comfortable working independently in a fast-moving environment where processes and technologies are still being developed and improved. WHAT'S IN IT FOR YOU At Orb Group, you’ll get an exciting challenge at an entrepreneurial and global company. With us, you get to work with market-leading brands and exciting customers who will challenge you, and you, them. Our employee benefits include: 12 paid holidays per year 401k Retirement Plan (employer contributions vested immediately) Medical, Dental, Vision, and Life Insurance Pet Insurance Flexible Vacation (Exempt Positions) or **revise if for hourly Up to 14 days of paid sick leave Up to 16 weeks paid parental leave Compensation: Salary Exempt position. $90,000 to $120,000 USD annual salary, with flexibility dependent on experience. Who We Are Meet Orb Group. We are an independent global specialist in production and content marketing from inception to delivery, powered by technology and fueled by creativity. We have multiple global offices and 100+ colleagues worldwide, but we work as one team. We’ve partnered with some of the world’s biggest and most innovative and recognizable brands, including Ikea, Dyson, Absolut, Netflix, CBS, Polestar, Lego and PBS. Just to name a few. Orb Group provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Manage strategic relationships with enterprise manufacturing customers, lead executive reviews, and coordinate implementation and account growth. | Requires 5+ years in enterprise customer success or account management, specifically in aerospace, defense, or regulated industrial manufacturing, plus executive engagement and strategic business-value skills. | About Covalent Covalent is a workforce operations platform built for complex manufacturers. We help aerospace, defense, automotive, and industrial enterprises train, qualify, deploy, and optimize frontline labor at scale. Our software enables manufacturers to digitize workforce capability management, improve workforce readiness, and make better labor decisions using real operational data. Covalent is trusted by leading global manufacturers to connect workforce capability with production execution—turning workforce data into a strategic operational asset. We are a profitable, growing SaaS company serving some of the world's most sophisticated manufacturing organizations. The aircraft, engines, and defense systems our customers build depend on a skilled, qualified workforce. We help make sure that the workforce is ready. The Opportunity We are seeking an experienced Enterprise Customer Success Manager to own and grow relationships with some of Covalent's largest and most strategically important customers, including two of the largest aerospace and propulsion manufacturers in the United States. Our customers value partners who understand the complexities of their industry and the challenges they face every day. The ideal candidate can engage just as confidently with frontline manufacturing teams on the plant floor as with senior executives in the boardroom, translating operational challenges into strategic business conversations. As part of a growing SaaS company, you'll work directly with senior leadership and have a meaningful opportunity to shape how we manage and grow our strategic enterprise accounts. What You'll Do Strategic Account Management & Executive Engagement Own the overall success of a portfolio of Covalent's largest enterprise customers, developing strategic account plans aligned with their business objectives and long-term priorities. Proactively establish and strengthen relationships beyond day-to-day operational contacts, engaging directors, vice presidents, executive sponsors, and key decision-makers across facilities and business units. Lead executive business reviews and strategic planning discussions that demonstrate measurable business outcomes, reinforce Covalent's value, and identify future opportunities. Customer Value & Business Outcomes Develop a deep understanding of each customer's manufacturing operations, strategic priorities, and workforce challenges, including operator qualification and certification, audit readiness, and production readiness across facilities. Translate Covalent's capabilities into measurable business outcomes, including workforce readiness, operational efficiency, training effectiveness, and improved labor utilization. Leverage customer data, product analytics, and operational insights to quantify business impact, communicate return on investment, and identify opportunities for improvement. Serve as a trusted advisor, connecting Covalent's technology to broader operational and strategic initiatives rather than focusing solely on product adoption. Retention, Expansion & Growth Own customer health, retention, and long-term account growth, proactively identifying risks and developing mitigation strategies. Identify and develop expansion opportunities across additional facilities, business units, use cases, and enterprise initiatives. Partner with internal leadership and commercial teams to develop account growth strategies, support renewal discussions, and strengthen Covalent's position within key accounts. Cross-Functional Collaboration & Customer Advocacy Partner with Product, Engineering, Professional Services, and Support to ensure customer priorities are understood and critical initiatives are successfully executed. Maintain oversight of important implementations, integrations, escalations, and customer initiatives, coordinating internal resources and driving accountability. Represent the voice of the customer internally while contributing ideas and best practices that help strengthen Covalent's strategic account management approach as we scale. Required Qualifications Relevant Industry Experience: Direct experience in aerospace, defense, or regulated industrial manufacturing, either working within a manufacturer (operations, quality, training, manufacturing engineering, or related functions) or supporting manufacturers as a primary customer base. Enterprise Account Experience: 5+ years of relevant experience in enterprise customer success, account management, or customer-facing manufacturing roles, with demonstrated responsibility for complex enterprise relationships or initiatives. Executive Engagement: Demonstrated ability to establish credibility and build relationships with senior leaders, including directors, vice presidents, and executive decision-makers. Strategic Business Acumen: Ability to understand complex operational challenges, connect technology or process improvements to business objectives, and communicate measurable value. Account Growth & Relationship Development: Experience identifying opportunities to expand relationships, increase organizational engagement, or drive broader adoption of solutions and initiatives. Cross-Functional Leadership: Proven ability to navigate complex organizations, align multiple stakeholders, and drive initiatives involving internal and external teams. Communication & Ownership: Strong written and verbal communication skills, sound judgment, and the ability to independently manage competing priorities while maintaining accountability for customer outcomes. Preferred Qualifications Experience managing strategic enterprise accounts within a B2B SaaS organization, particularly with aerospace and defense manufacturers, OEMs, or their supplier ecosystems. Familiarity with workforce qualification, compliance, manufacturing operations, or production readiness in regulated environments. Experience working across multiple manufacturing facilities, divisions, or global operations. Knowledge of enterprise technology ecosystems, including HRIS, LMS, ERP, MES, or workforce management platforms. Demonstrated success expanding software or operational initiatives from individual facilities into broader enterprise adoption. The aircraft, engines, and defense systems our customers build depend on a skilled, qualified workforce. Covalent helps make sure that workforce is ready, and in this role you'll see that impact firsthand, working directly with some of the most sophisticated aerospace and defense manufacturers in the world. We're a profitable, growing company, so you get the energy and influence of a smaller team without the instability that often comes with it. You'll have direct access to leadership, real ownership of strategic customer relationships, and a hand in building how we manage our most important accounts as we scale. We offer meaningful equity, so you share in the value you help create. We also believe great work and a full life go together. The role is fully remote, with the flexibility to manage your time in a way that works for you and your family. Our team brings a mix of backgrounds, from enterprise SaaS to manufacturing and operations. If you've built your career on either side and are excited about where they meet, we'd love to hear from you. Perks: Competitive salary & benefits (health, vision & dental) Remote work initiatives: Annual home office stipend Learning & Development program

You would plan and deliver training content and knowledge resources while administering the LMS, including course setup, user management, and compliance reporting. | The role requires a bachelor's degree, at least two years of relevant content or instructional design experience, LMS and e-learning standards proficiency, and the ability to obtain public trust clearance. | SAIC is seeking a Training Content Manager and LMS Administrator to own the planning, creation, governance, and digital delivery of organizational content, including training materials, policies, job aids, and knowledge resources in support of the VA Medical Disability Exam (MDE) program. This essential program is dedicated to providing Veterans with timely, accurate, and thorough medical examinations, and plays a crucial role in enhancing the quality of life for our Nation's Veterans.   This is a remote position and may be performed from anywhere within the United States.   Responsibilities: * Partner with Instructional Designers, Technical Writers, SMEs, trainers, HR, compliance, and operations leaders to identify training needs and validate content. * Manage relationships with SAIC LMS administrators and vendors, content vendors, and freelancers. * Establish approval workflows so that materials are reviewed and approved before distribution. * Train administrators, instructors, and managers on LMS features and content standards. * Develop and maintain a content strategy and editorial calendar aligned with business, compliance, and learner needs. * Govern the maintenance and updates of eLearning modules, microlearning, videos, job aids, handbooks, and quick-reference guides. * Manage the full content lifecycle: intake, drafting, subject-matter-expert (SME) review, approval, publishing, versioning, and retirement in the learning and document management systems. * Make sure all content meets accessibility standards (e.g., Section 508 / WCAG). * Audit content regularly for accuracy, relevance, and redundancy, and update it when policies or regulations change. * Administer the LMS day to day, including user account creation, role and permission management, group and audience assignments, and deactivation. * Upload, configure, and test courses (SCORM/xAPI packages, video, documents, assessments) before release. * Build and maintain course catalogs, learning paths, curricula, and recertification schedules. * Coordinate LMS upgrades, integrations (HRIS, SSO, content authoring tools), and release testing with IT and vendors. * Run and distribute reports on completion rates, assessment results, overdue training, and learner engagement. * Monitor training compliance and work with managers to resolve deficiencies within required timeframes. * Maintain audit-ready training records and produce documentation on request. * Use analytics to find content gaps and recommend improvements. QUALIFICATIONS Required Qualifications: * Bachelor's degree and 2 years of relevant experience, additional experience in lieu of degree * Excellent organizational skills and attention to detail, with the ability to manage multiple projects and deadlines * Demonstrated experience in content management, instructional design, or learning and development. * Hands-on LMS administration experience (e.g., Cornerstone, Docebo, Moodle, Canvas, Workday Learning, TalentLMS, or similar). * Experience with a CMS or knowledge-base platform (e.g., SharePoint, Confluence, WordPress). * Working knowledge of eLearning standards (SCORM, xAPI, AICC) and authoring tools (e.g., Articulate Storyline/Rise, Adobe Captivate). * Experience producing CMS and LMS reports * Strong writing, editing, and information-architecture skills. * Must be able to obtain and maintain a public trust clearance Preferred Qualifications: * Experience in a regulated or compliance-driven environment (healthcare, government, finance). * Knowledge of adult learning principles and instructional design models (ADDIE, SAM). * Experience with accessibility standards, video editing, or graphic design tools. * Certifications such as CPTD, ATD, PMP, or LMS vendor certifications.   SAIC® [http://www.saic.com/] is a premier mission integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, intelligence, and civilian markets includes secure high-end solutions in mission IT, enterprise IT, engineering services, and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives. We are approximately 23,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.3 billion. For more information, visit saic.com [http://www.saic.com/]. For ongoing news, please visit our newsroom [http://www.saic.com/who-we-are/newsroom/].

Design and improve the R&D operating system across Product and Engineering by establishing governance, operational metrics, and data-driven practices for predictable execution. | Requires 8+ years in Engineering, Product, or Technology Operations, at least 3 years of leadership, and demonstrated success scaling operating models, building executive dashboards, and driving organizational change. | Our Mission: 6sense's mission is to multiply what matters: growth, retention, and efficiency. We envision a future where companies, teams and people reach their full potential. Our People: People are the heart and soul of 6sense. We serve with passion and purpose. We live by our Being 6sense values of Win as One Team, Stay Curious, Do The Right Thing, Own the Outcome, and Create Belonging. Every 6sensor plays a part in defining the future of our industry-leading technology. 6sense is a place where difference-makers roll up their sleeves, take risks, act with integrity, and measure success by the value we create for our customers. We want 6sense to be the best chapter of your career. Senior Manager, R&D Operations Position Summary The Senior Manager, R&D Operations is responsible for designing, operating, and continuously improving the R&D Operating System across Product and Engineering. This role owns the processes, governance mechanisms, operational metrics, tooling strategy, and organizational practices that enable teams to scale effectively, make better decisions, and execute with greater consistency and predictability. The role partners closely with Product, Engineering, Data, and Executive leadership to drive operational excellence through systems thinking, data, and continuous improvement. Key Responsibilities Own the R&D Operating System Define and evolve the operating model, governance mechanisms, standards, and operating rhythms used across Product and Engineering. Establish clear decision frameworks, accountability models, and execution standards. Drive continuous improvement of how teams plan, collaborate, and operate. Build Executive Visibility Through Data Own the R&D measurement framework and operational health metrics. Develop executive dashboards, scorecards, and reporting that provide visibility into organizational effectiveness, delivery health, dependency risk, operational readiness, and adoption of key practices. Partner with Data and Systems teams to improve data quality, automation, and AI-enabled insights. Drive Operational Excellence and Adoption Lead initiatives that improve planning discipline, operating consistency, and execution effectiveness across Product and Engineering. Establish mechanisms to measure compliance, adoption, and business impact of operating model changes. Identify operational friction and implement scalable solutions that improve organizational performance. Define governance and operating standards for R&D systems and workflows. Evaluate opportunities to leverage AI and automation to improve productivity and visibility. Influence Through Leadership and Partnership Build trusted relationships with Product and Engineering leaders. Facilitate alignment on operating principles, governance decisions, and organizational priorities. Surface risks proactively and drive resolution through data, influence, and structured decision making. Qualifications 8+ years in Engineering, Product and Technology Operations, or a similar function. 3+ years leading teams or operating functions. Proven experience designing and scaling operating models, governance frameworks, and organizational processes. Strong analytical skills with experience building metrics, dashboards, and executive reporting. Experience driving organizational change and process adoption across large cross-functional organizations. Familiarity with modern Product and Engineering tooling, data platforms, AI-enabled workflows, and operational analytics. Excellent executive communication and stakeholder management skills. Success Measures Improved adoption of R&D operating standards and governance practices. Increased executive visibility into organizational health and effectiveness. Higher quality operational data and reporting. Reduced operational friction and dependency-related delays. Improved consistency, accountability, and execution across Product and Engineering. Measurable business impact from operating model and process improvements. Base Salary Range: $162,821.25 - $238,804.50. The base salary range represents the anticipated low and high end of the base salary range for this position. Actual salaries may vary and may be above or below the range based on various factors, including but not limited to work location and experience. The base salary is one component of 6sense’s total compensation package for this position. Other compensation may include a bonus program or commission plan, and stock options if approved by 6sense’s board. In addition, 6sense provides a variety of benefits, including generous health insurance coverage, life, and disability insurance, a 401K employer matching program, paid holidays, self-care days, and paid time off (PTO). #Li-remote Notice of Collection and Use of Personal Information for California Residents: California Recruitment Privacy Notice and Policy Our Benefits: Full-time employees can take advantage of health coverage, paid parental leave, generous paid time-off and holidays, quarterly self-care days off, and stock options. We’ll make sure you have the equipment and support you need to work and connect with your teams, at home or in one of our offices. We have a growth mindset culture that is represented in all that we do, from onboarding through to numerous learning and development initiatives including access to our LinkedIn Learning platform. Employee well-being is also top of mind for us. We host quarterly wellness education sessions to encourage self care and personal growth. From wellness days to ERG-hosted events, we celebrate and energize all 6sense employees and their backgrounds. Equal Opportunity Employer: 6sense is an Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to jobs@6sense.com. We are aware of recruiting impersonation attempts that are not affiliated with 6sense in any way. All email communications from 6sense will originate from the @6sense.com domain. We will not initially contact you via text message and will never request payments. If you are uncertain whether you have been contacted by an official 6sense employee, reach out to jobs@6sense.com

Validate credit and fraud models, build automated performance monitoring, and partner with stakeholders on compliance and audit findings. | Requires 7+ years in quantitative analytics, credit, or fraud modeling, expert Python and SQL skills, and consumer credit lifecycle knowledge. | At Affirm, we exist for the moments that matter—giving people a clear, predictable way to pay over time, with no hidden fees, no surprises, and no tradeoffs on what matters most. We’re looking for an intelligent, driven professional to join our Bank Model Risk Management (MRM) team. This team seeks to establish, maintain and oversee an effective MRM framework to identify, quantify, monitor, mitigate and report on model risk. You will have an outstanding opportunity to work cross-functionally to develop a profound understanding of models that drive critical business decisions, and add value to the Bank by mitigating risks due to ineffective model design or model misuse.  WHAT YOU'LL DO * Full-Stack Model Validation: Conduct rigorous, independent validations of sophisticated credit/fraud models—including machine learning and traditional statistical models—focusing on conceptual soundness, data integrity, and performance stability. * Advanced Quantitative Monitoring: Develop automated, independent monitoring suites in Python to track KRI/KPI drift, population stability (PSI), and feature importance shifts in real-time. * Remediation & Technical Advisory: Partner with 1st-line Model Developers to drive the remediation of validation findings, ensuring models and strategies are not only compliant but mathematically robust. * Audit & Regulatory Liaison: Partner with Internal Audit, Internal Controls, and Compliance to facilitate the timely resolution of audit and regulatory requests. * Affirm Bank: Work for the internal Bank team to support the build out of the Bank Model Risk Management function. Support the model validation requirements for Bank owned models. WHAT WE LOOK FOR * 7+ years of professional experience in a highly technical capacity, such as Credit/Fraud/Financial Risk Modeling, Model Validation, or Quantitative Analytics * Deep understanding of the consumer credit lifecycle and/or fraud detection. * Technical familiarity with loss forecasting/fraud prediction, and stress-testing frameworks. * Expert-level proficiency in Python (specifically pandas, scikit-learn, statsmodels) for replicative modeling and backtesting. * Mastery of SQL for wrangling large-scale, distributed datasets and performing complex data lineage audits. * A natural problem-solver with a meticulous eye for detail, a deep curiosity for how strategies perform, and sharp critical-thinking skills. * Exceptional interpersonal and communication skills, with a proven ability to translate complex technical ideas for any audience. Base Pay Grade - O Equity Grade -  USA 12 Employees new to Affirm typically come in at the start of the pay range. Affirm focuses on providing a simple and transparent pay structure which is based on a variety of factors, including location, experience and job-related skills. Base pay is part of a total compensation package that may include equity rewards, monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents.) USA base pay range (CA, WA, NY, NJ, CT): $220,000 - $280,000 USA base pay range (all other U.S. states): $195,000 - $255,000 Please note that visa sponsorship is not available for this position.   #LI-Remote   Remote-first with flexibility built in Affirm is proud to be a remote-first company. Most roles can be done from almost anywhere within the country of employment. Some positions may occasionally require in-person work at an Affirm office, and a few are office-based due to the nature of the work. All new hires will be invited to attend an in-person onboarding experience. Benefits designed for you Our benefits reflect our commitment to care, transparency, and flexibility. Here are a few highlights: * Health coverage at no cost: We cover 100% of premiums for employees and their dependents. * Spending stipends: Monthly stipends support your tech setup, and the ability to choose health and wellness options that are right for you. * Time off to recharge: Flexible time off and generous holiday calendars help you rest when you need to. * Own a piece of what you build: Our employee stock purchase plan (ESPP) lets you buy Affirm stock at a discount. We’re committed to providing an inclusive interview process, including accommodations for candidates with disabilities. If you need support, we’re happy to help. For positions based in San Francisco or Los Angeles: Affirm considers qualified applicants with arrest and conviction records, as required by law. By clicking "Submit Application," you acknowledge that you have read Affirm's Global Candidate Privacy Notice [https://www.affirm.com/global-candidate-privacy-notice] and consent to the use of your personal information as described.

Oversee Procure-to-Pay operations, vendor management, and helpdesk troubleshooting while improving workflows, compliance, and cross-functional coordination. | Requires a bachelor's degree, at least five years in procurement or financial operations, Coupa proficiency, and experience managing offshore vendor relationships. | At gFiber, we believe that great internet has the power to drive innovation, strengthen communities, enable the impossible, and do all the everyday things that make all of our world go round. And the job of creating better internet is never done - so we’re growing! Our team is committed to building a place where people who want to make a difference can grow their careers and find their spot to belong. The application window will be open until at least November 18th, 2026. This opportunity will remain online based on business needs which may be before or after the specified date. This role is not eligible for immigration sponsorship. Role Description: The Procurement and Helpdesk Operations Manager is responsible for running and improving our day-to-day Procure-to-Pay (P2P) PO, vendor and support operations. In this role, you will lead purchasing & helpdesk operations, partnering with cross-functional stakeholders to streamline requisition-to-PO workflows, govern compliance, and drive root-cause resolution for high-impact operational bottlenecks. You’ll be the go-to person for troubleshooting workflow and transaction problems in Coupa and SAP, while reviewing incoming requests for accurate coding, approvals, and compliance. Beyond daily ticket and queue management, you will oversee supplier onboarding and master data updates, partner with Procurement, Finance, Legal, and internal stakeholders to clear exceptions, and monitor open requests and aging to keep transactions moving fast. You will also guide business users through purchasing processes, keep documentation up to date, and identify opportunities for continuous process improvements across our systems. In this role, you’ll: PO Lifecycle & Stakeholder Alignment: Oversee purchase requisition and PO creation, partnering cross-functionally to resolve policy and contract exceptions. Finance Helpdesk Management: Lead intake triage and ticket resolution, monitoring queue aging and SLA performance to clear operational bottlenecks. Compliance & Requisition Review: Review requisitions for completeness, GL coding accuracy, supporting documentation, and approval matrix compliance. Supplier Operations: Streamline new vendor onboarding and maintain accurate supplier profile data across entities. P2P Systems Administration: Administer Coupa and SAP, troubleshooting workflow, permission, and integration issues with enterprise IT and vendors. Process Optimization & Enablement: Analyze ticket trends to automate manual tasks and P2P processes, guide users on policies and maintain updated SOPs and knowledge base documentation. At a minimum we’d like you to have: Bachelor’s degree in Finance, a related field, or equivalent practical experience. 5 years of comprehensive, progressive experience in Procure-to-Pay (P2P), Procurement Operations, or Financial Operations. 3 years of experience utilizing, configuring or implementing Coupa 5 years of experience managing procurement operations and offshore vendor relationships to ensure efficient, accurate processing and service delivery. It’s preferred if you have: 3 years of experience configuring, implementing, or optimizing SAP to drive overall workflow efficiency. A high degree of autonomy, setting strategic priorities, executing complex projects, and driving cross-functional alignment without direct oversight. Experience leveraging modern technologies like AI, automation to identify technical system enhancements, resolve software defects, and streamline financial workflows. Exceptional attention to detail and strong interpersonal skills with a proven track record of managing competing priorities and resolving complex challenges. The US base salary for this full-time position is $106,400 - $171,700 + bonus + benefits. As pay varies by location, your recruiter will share more about the specific salary range for your targeted location during the hiring process. gFiber is committed to equal opportunity employment regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, citizenship, marital status, disability or Veteran status. Disclosure is voluntary, and this information will be kept confidential in compliance with Google's Candidate Privacy Policy. For more information please refer to our Equal Employment Opportunity Policy and the EEOC's "Know your rights: workplace discrimination is illegal" (PDF). It's important to us to create an accessible, inclusive workplace for everyone. If you have a need that requires accommodation, please let us know by completing our accommodations for applicants form. Our candidate accommodations team will then connect with you to confidentially discuss your options.

Oversee the Marketo and Salesforce marketing technology stack, maintain data integrity and market intelligence, and guide junior team members in support of go-to-market strategies. | Requires at least five years in B2B SaaS marketing or revenue operations, advanced Salesforce and Marketo proficiency, strong data management and project leadership skills, and a bachelor’s degree. | The Company Versaterm is a PE-backed, high-growth SaaS company building a fully integrated platform across the entire public safety ecosystem — dispatch, law enforcement, forensics, courts, and beyond. We've grown through strategic acquisitions and deep product investment. What connects all of it is a single purpose: give public safety agencies the tools and insights to make better decisions in high-stakes moments. When a 911 call is answered, a detective investigates a case, or a forensic lab processes evidence, there's a good chance our software is working behind the scenes. That's been true for over four decades. AI is central to where we're going. Not as a feature but as core infrastructure. We're embedding intelligence directly into the workflows our customers rely on every day, and we're doing it alongside them. Our customers tell us what the mission demands. We build what answers it. This work attracts a specific kind of person — someone who wants to be pushed by great people, build things that outlast a sprint cycle, and go home knowing the work connected back to something real. The Role The Marketing Operations Manager runs Marketo as the core marketing automation platform, optimizes the marketing technology stack, data governance and campaign execution across the organization, and owns CaPDB, Versaterm's competitive and market intelligence data in Salesforce. This role ensures that marketing systems, workflows and reporting are efficient, scalable and aligned with the company's go-to-market strategy. You will collaborate closely with Sales, Revenue Operations, Marketing and Analytics to strengthen data integrity and turn account intelligence into targeted campaigns and pipeline. In addition, this role provides day-to-day guidance and support to junior team members, helping to prioritize work, share best practices and foster team development. What You Do CaPDB Data Ownership and Market Intelligence (new) Own CaPDB end to end as the named data owner: data standards, quality, refresh cadence and documentation. Define and publish what "complete" means for a strategic account, including confirmed CAD and RMS product (not just vendor family), contract start and end dates, satisfaction, key contacts and last verified date. Build and maintain the weekly Salesforce completeness report by tier, account owner and field, and review it with Sales leadership. Partner with Revenue Operations and Salesforce Admin on field cleanup, picklists, vendor mapping, duplicate accounts and data loads. Plan and run data enrichment programs, including vendor and outsourced calling partners, Gong and rep-sourced intel, and automated purchase and contract data sources. Set scope, scripts and quality checks, and review output on a regular schedule. Maintain the renewal and competitive view of the account base so Growth Marketing can time Marketo campaigns to contract end dates. Work with Sales leadership and account owners on a clear split of who confirms and updates which fields, and report ownership gaps. Support Product Marketing and Growth Marketing with segmented lists for competitor, renewal and product-gap campaigns. Funnel Operations and Optimization Design and implement lead scoring, routing and lifecycle stage definitions in Marketo and Salesforce in partnership with Sales and Marketing. Maintain and enforce SLA compliance across MQL, SAL and SQL handoffs. Identify bottlenecks and conversion gaps across the funnel and propose data-driven solutions. Provide guidance to team members on funnel management best practices and support execution consistency. Marketing Systems Ownership Act as the Marketo power user and platform owner: manage programs, channels, templates, smart lists, tokens and scoring, and keep the Marketo-Salesforce sync reliable. Sync CaPDB account, competitor, product and renewal fields from Salesforce into Marketo so we can segment audiences and trigger campaigns by competitor, product gap and contract end date. Collaborate with the GTM Systems team on system enhancements and architecture scalability. Evaluate new tools and platforms to support account-based marketing, campaign automation and customer engagement. Offer support and informal coaching to team members on system usage and troubleshooting. Data Governance, Attribution and Reporting Ensure marketing data quality, campaign attribution and lead-source tracking are accurate and reliable. Partner with Analytics to build dashboards that measure pipeline contribution, channel ROI and marketing effectiveness, including CaPDB coverage and pipeline influenced by account intelligence. Support data audits, segmentation strategies and compliance reporting. Review team outputs for accuracy and consistency, providing feedback as needed. Campaign Execution Enablement Define best practices, templates and workflows to standardize campaign operations. Conduct QA testing for all outbound marketing programs, including Marketo email, nurture and renewal campaigns. Provide training and support to campaign managers and content marketers. Act as a go-to resource for team members, helping to unblock issues and ensure smooth execution. Program and Change Management Lead cross-functional projects (for example tech rollouts, compliance updates and operational audits). Develop documentation and training resources for new processes or tools, including the CaPDB playbook. Monitor KPIs and iterate on strategies to drive continuous improvement. Help coordinate project work across the team, ensuring clear ownership and timely delivery of key tasks. What You Bring Bachelor's degree or diploma in Marketing, Business or a related field, or equivalent combination of education and experience. Minimum 5 years of experience in marketing operations, demand generation or revenue operations roles within a B2B SaaS or technology environment, with some prior experience providing mentorship, guidance or informal leadership. Advanced proficiency with Salesforce CRM, including custom objects, reports, dashboards, data loads and field and picklist management, and with Marketo, including programs, smart lists, scoring, tokens and the Marketo-Salesforce sync. Proven experience owning data quality: defining standards, measuring completeness, cleaning and deduplicating records, and getting other teams to maintain data. Experience managing outside vendors or outsourced data programs, including scoping, quality checks and performance review. Strong understanding of lead management processes, funnel metrics and campaign attribution models. Experience with data management, reporting and visualization tools (for example Tableau, Power BI or Salesforce dashboards). Proven ability to manage complex projects and cross-functional initiatives with multiple stakeholders, including Sales leadership and Revenue Operations. Analytical and detail-oriented mindset with a focus on process improvement and operational excellence. Excellent communication and collaboration skills, with the ability to translate technical concepts into actionable insights. Experience in account-based marketing (ABM) and revenue attribution frameworks is an asset. Experience with competitive intelligence, public sector or public safety technology markets, or contract and renewal data is an asset. Experience providing informal mentorship, guidance or onboarding support to junior team members or peers. Comfortable offering feedback, sharing best practices and helping to coordinate work across team members when needed. Note: Due to the nature of our work with public safety agencies, this position requires compliance with the FBI's Criminal Justice Information Services (CJIS) Security Policy. Candidates must successfully pass a comprehensive, fingerprint-based background check. Please note that specific customer contracts may impose additional security verification requirements. Obtaining and maintaining all required security clearances is a condition of employment. For more information on CJIS security requirements, please visit the FBI's CJIS Security Policy Resource Center. Versaterm is committed to fair and equitable compensation that is competitive, consistent, and aligned with the value each role contributes to our organization. The starting salary for this position will be dependent upon many factors, such as the successful candidate’s skills, experience, education, training as well as internal equity, market data, and business needs. In addition to base salary and our comprehensive benefits offering, some roles may also be eligible for variable compensation such as incentive plans or discretionary performance bonuses. AI is central to how Versaterm builds and delivers solutions for our customers. Within Talent Acquisition, we use AI-enabled tools to support certain aspects of the recruitment process, helping our team work more efficiently and spend more time connecting with great talent. AI supports our work, but all hiring and employment decisions are made by people. Versaterm is an equal opportunity employer and is committed to equity, diversity, inclusion, and a barrier-free workplace. Accommodations are available upon request throughout all stages of the recruitment process and apply to the terms and conditions of employment. For more information, please contact info@versaterm.com.

Partner with the Americas EVP to coordinate Go-To-Market leadership activities, track performance metrics, and drive execution of strategic initiatives. | Requires at least five years in business operations, strategy execution, or program management, strong communication and data-to-insight skills, and a bachelor’s degree. | ABOUT SINCH  Sinch’s vision is to connect every business with every customer, everywhere in the world.  More than 200,000 businesses — including Google, Uber, Paypal, Visa, Tinder, and many others — rely on Sinch’s Customer Communications Cloud to power engaging customer experiences through mobile messaging, voice, and email. Whether you need to verify users or craft omnichannel campaigns, Sinch makes it easy. Our AI-infused Super Network, APIs, and applications ensure you can connect with your customers reliably and securely, at every step of their journey. At Sinch we “Dream Big”, “Win Together”, “Keep it simple”, and “Make it Happen”. These values are our foundation!   DESCRIPTION As Manager, Business Operations, you will work closely with the Executive Vice President (EVP), Americas, and the broader leadership team to help drive alignment, coordination, and execution across our Americas Go-To-Market organization. In this role, you'll help translate business priorities into action by bringing structure to leadership activities, facilitating communication, and ensuring key decisions and commitments move forward. You'll collaborate with leaders across Sales, Customer Success, Marketing, and Global GTM Operations to support effective planning, leadership meetings, and progress against shared objectives. You'll have the opportunity to build relationships across a global organization, contribute to executive-level initiatives, and help shape how our leadership team collaborates and operates. Your ability to connect people, organize priorities, and turn discussions into actionable next steps will be key to your success.   WHAT YOU’LL DO Executive Operations & Leadership Support * Partner with the EVP, Americas, to coordinate leadership priorities, meeting cadences, and key business activities, ensuring clear ownership and follow-through. * Prepare and coordinate executive-level materials, including board presentations, business reviews, annual and long-range planning, and other strategic forums. * Document key decisions, commitments, and action items, working with stakeholders to track progress and support timely execution. * Identify risks, gaps, and dependencies across initiatives, helping leaders address potential challenges and keep priorities on track.   Business Performance & Planning * Coordinate the Americas GTM objectives and key results (OKR) process, partnering with leaders to track progress, identify dependencies, and prepare materials for leadership reviews. * Work with Global and Regional GTM Operations to interpret performance data and develop clear, actionable insights that support business planning and leadership decisions. * Maintain visibility into key Americas business metrics, supporting monthly and quarterly business reviews and progress against strategic priorities. * Help align regional and global stakeholders around shared goals, priorities, and business initiatives. * Coordinate planning and execution of leadership events and forums, including quarterly business reviews, leadership offsites, Sales Kickoff (SKO), and cross-functional meetings.   Internal Communications & Team Effectiveness * Develop and coordinate internal communications on behalf of the EVP, including all-hands updates, leadership messaging, and organizational change communications. * Support leadership team effectiveness through onboarding, shared ways of working, and opportunities for collaboration. * Foster collaboration and accountability by helping teams maintain visibility into commitments, priorities, and shared objectives. * Build relationships across functions, facilitating open communication, identifying opportunities for alignment, and helping teams navigate challenges together.     REQUIREMENTS * Minimum of 5 years of relevant experience in business operations, executive operations, program management, strategy execution, or a comparable role, including experience supporting business priorities and coordinating cross-functional initiatives. * Experience in business operations, executive operations, program management, strategy execution, or a related field, with demonstrated success supporting business priorities and cross-functional initiatives. * Experience partnering with senior leaders to coordinate priorities, manage competing demands, and support effective decision-making. * Strong written and verbal communication skills, including experience preparing executive presentations, business reviews, and materials that translate complex information into clear, actionable messages. * Ability to work with business performance data, identify trends or inconsistencies, and translate insights into meaningful recommendations. * Experience coordinating business planning activities, OKRs, leadership meetings, performance reviews, or cross-functional projects. * Ability to build collaborative relationships across teams, manage sensitive information appropriately, and navigate changing priorities. * Familiarity with AI-enabled tools and an interest in using technology to improve efficiency, analysis, and communication. Preferred Qualifications * Experience working in a global or matrixed organization, collaborating across regions, functions, or business units. * Experience in management consulting, corporate strategy, or a similar business advisory capacity. * Bachelor's degree in Business Administration or a related field, or equivalent practical experience.   OUR HIRING PROCESS  We are committed to ensuring a recruitment process that is fair, objective, consistent, and inclusive. Our approach includes structured, competency-based interviews designed to evaluate your skills, experience, and qualifications relevant to the role. At times, we may include a data-driven assessment to enhance our hiring success and identify candidates likely to excel.  We believe in a two-way process and encourage you to ask questions throughout the journey.  If this role isn't what you're looking for, please explore the other opportunities listed on our career page: https://www.sinch.com/careers/ [https://eur03.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.sinch.com%2Fcareers%2F&data=05%7C02%7CMartin.Grannen%40sinch.com%7C91953d8549f24a66c93c08dcddb6f1fc%7C3b518aae89214a7b8497619d756ce20e%7C0%7C0%7C638629025025905624%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C0%7C%7C%7C&sdata=ZZaRt1s71%2Bp8ojRLPAKot%2Bwjt6wyReK01M6JUXI3gFg%3D&reserved=0]. No matter who you are, we hope you find an exciting path forward - hopefully with us!   Benefits * STAY HEALTHY: We offer comprehensive market competitive medical, dental, and vision plans. A variety of supplemental plans are also provided to meet your individual needs including access to telehealth for all participants.  * CARE FOR YOURSELF: Take advantage of our free virtual counselling resources through our global Employee Assistance Program. Your mental health is as important as your physical health.  * SECURE YOUR FUTURE: Plan for your future with our Roth and Pre-tax 401(k) options including an employer match for all participants.  * TAKE A BREAK: Enjoy a generous paid time off program. We value balance and understand that performance at work requires time to rest at home and/or rejuvenate on vacation.  * PUT FAMILY FIRST: We know that families can be built in a variety of ways; therefore, we offer paid parental leave and family planning support.  * WORK WHEREVER: Our flexible remote work offerings allow you to work wherever you are the most productive and successful. It is what you do, not where you work, that matters.  * MAKE AN IMPACT: Support betterment in your community and beyond by taking paid time off to support a volunteer program of your choice. * TREAT YOURSELF: We offer discounts on retail, entertainment and more through our Reward+ program.   The annual starting salary for this position is between $124,000 - $154,000. Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications.  This position is also eligible for an annual bonus. This role will be accepting applications until November 23, 2026 at a minimum. Please note that the application timeline may be flexible to accommodate a comprehensive candidate evaluation.

Own strategic merchant relationships across onboarding, adoption, expansion, and renewal, coordinating internally to deliver measurable outcomes. | Requires at least five years of post-sale customer success or account management experience, recent e-commerce platform exposure, and strong commercial and technical escalation skills. | About Bask Health Bask Health is a software platform that enables entrepreneurs, doctors, and healthcare businesses to launch, manage, and grow direct-to-consumer telehealth businesses. Our platform brings together patient experiences, clinical workflows, pharmacy operations, and commerce tools in one place. We're an entrepreneurial, product-focused team that values ownership, technical excellence, and building software that solves real problems. Our teams work closely across product, engineering, customer success, sales, and company leadership to bring new capabilities to market and continuously improve the platform. At Bask, customer success plays an important role in helping businesses get value from the platform. We value clear communication, strong customer relationships, proactive problem-solving, and people who take ownership of customer outcomes. About the Role We're looking for a Senior Customer Success Manager, Strategic Accounts to own and grow relationships with some of Bask Health's most important merchant customers. This role is responsible for the long-term success of strategic accounts, from onboarding and adoption through retention, renewals, and expansion. You'll serve as a primary post-sale relationship owner for a portfolio of high-value customers using Bask Health to operate and grow their telehealth businesses. Our customers include entrepreneurs, e-commerce operators, healthcare businesses, and other organizations building direct-to-consumer telehealth experiences. You'll develop a deep understanding of each customer's business model, goals, challenges, and growth opportunities. You'll help customers understand how to use Bask Health's platform to support their operations and achieve measurable business outcomes. This includes working across merchant storefronts, patient experiences, questionnaires, clinical workflows, pharmacy operations, and other platform capabilities. As a senior member of the customer success organization, you'll take ownership of complex accounts that require thoughtful planning, strong communication, and cross-functional coordination. You'll build trusted relationships with founders, business owners, executives, and other key decision-makers. You'll be expected to understand both the day-to-day operational needs of your accounts and the broader business objectives driving their decisions. You'll lead strategic account planning and develop customer success plans that align platform adoption with customer priorities. You'll guide customers through onboarding, implementation coordination, product adoption, and ongoing optimization. You'll proactively monitor account health and identify risks before they become larger retention issues. You'll work directly with customers to understand adoption challenges, operational friction, and opportunities to improve their experience. You'll lead regular strategic business reviews to evaluate progress, discuss performance, and align on next steps. You'll be responsible for preparing accounts for renewals and managing renewal conversations within the approved commercial process. You'll also identify expansion opportunities when additional platform capabilities or services can support a customer's business objectives. You'll collaborate with sales and company leadership when expansion opportunities require commercial negotiations or broader strategic involvement. You'll coordinate closely with product, engineering, technical support, and operations teams to resolve complex customer challenges. Because Bask Health supports healthcare-related workflows, you'll need to understand when an issue requires escalation to the appropriate clinical, pharmacy, compliance, or technical owner. You'll advocate for customer needs internally while setting realistic expectations about product capabilities, timelines, and available solutions. You'll maintain accurate customer records, account plans, renewal timelines, risk assessments, and follow-up commitments. You'll use customer data, adoption signals, and business feedback to guide your account management strategy. You'll also help identify recurring customer challenges and contribute ideas for improving onboarding, adoption, and retention processes. As a senior team member, you may provide guidance to less-experienced CSMs and share effective approaches for managing strategic accounts. This is an individual-contributor role with significant account ownership, rather than a formal people-management position. We're looking for someone with substantial post-sale customer success experience, strong commercial judgment, and recent, meaningful exposure to e-commerce businesses or merchant-facing software. You should be comfortable working directly with entrepreneurs and executives, managing difficult conversations, and taking responsibility for customer outcomes. Success in this role means building durable customer relationships, improving platform adoption, reducing preventable churn, and identifying opportunities for sustainable account growth. What You'll Do Own a portfolio of strategic, high-value merchant accounts. Serve as the primary post-sale relationship owner for assigned customers. Develop strong relationships with founders, executives, business owners, and key stakeholders. Lead strategic onboarding and coordinate successful customer transitions from sales. Build account success plans aligned with customer business objectives. Understand each customer's e-commerce operations, business model, and growth priorities. Drive adoption of Bask Health's platform and relevant product capabilities. Identify opportunities to improve customer workflows and platform utilization. Monitor account health, engagement, and customer satisfaction. Proactively identify churn risks and develop retention plans. Own renewal preparation, customer alignment, and renewal coordination. Lead renewal conversations within approved commercial guidelines. Identify relevant account expansion and upsell opportunities. Collaborate with sales and leadership on strategic commercial opportunities. Conduct quarterly business reviews and executive business reviews as appropriate. Present account performance, progress, challenges, and recommendations to customers. Manage complex customer escalations and coordinate internal resolution. Partner with product and engineering teams on technical customer issues. Coordinate with pharmacy and operations stakeholders on relevant workflow concerns. Maintain clear ownership of customer communications and follow-up commitments. Gather customer feedback and communicate product improvement opportunities. Track adoption trends and identify accounts requiring additional support. Maintain accurate account records, renewal dates, and customer success plans. Develop relationships with multiple stakeholders within strategic accounts. Help customers understand available platform features and supported use cases. Support change management when customers adopt new workflows or capabilities. Identify recurring onboarding and retention challenges. Recommend improvements to customer success processes and playbooks. Share best practices and provide informal mentorship to other CSMs. Communicate account risks, opportunities, and outcomes to customer success leadership. Collaborate across teams to improve the overall merchant experience. Take ownership of customer outcomes while maintaining clear internal accountability. 5+ years of relevant customer success, strategic account management, or closely related post-sale experience. At least 2 full years of genuine post-sale customer success ownership. Demonstrated responsibility for customer onboarding, adoption, retention, renewals, or expansion. Recent, substantive experience working with e-commerce businesses, online merchants, or merchant-facing commerce platforms. E-commerce experience within approximately the past 4 years. Experience managing high-value or strategically important customer accounts. Proven ability to build long-term relationships with business owners and executive stakeholders. Strong understanding of customer lifecycle management. Experience developing customer success plans and account strategies. Ability to identify and manage customer retention risks. Experience participating in or owning renewal processes. Ability to recognize appropriate expansion opportunities. Strong commercial judgment and customer relationship management skills. Experience managing complex customer escalations. Ability to coordinate effectively with technical and operational teams. Strong written and verbal communication skills. Experience conducting customer business reviews or strategic account meetings. Ability to translate product capabilities into customer business value. Comfortable discussing customer performance, adoption, and business objectives. Experience using CRM or customer success management tools. Strong organizational skills and attention to detail. Ability to manage multiple customer priorities and deadlines. Independent problem-solving and decision-making skills. Comfortable working in a remote, cross-functional environment. Availability to collaborate during required U.S. Eastern Time working hours. Ability to take ownership of customer outcomes and follow through on commitments. Nice to Have Experience working at a Shopify ecosystem company or e-commerce SaaS platform. Background supporting direct-to-consumer brands or online merchants. Experience with platforms such as Shopify, BigCommerce, Klaviyo, Recharge, Gorgias, Yotpo, or similar commerce tools. Experience managing enterprise or strategic merchant accounts. Experience supporting founders or entrepreneurial customers. Familiarity with subscription commerce and recurring-revenue business models. Experience with customer expansion and account growth strategies. Experience building executive-level account relationships. Experience conducting quarterly or executive business reviews. Familiarity with customer health scoring and churn prediction. Experience using Gainsight, ChurnZero, Salesforce, HubSpot, or similar systems. Experience supporting customers through technical integrations. Understanding of APIs, payment systems, or online checkout workflows. Experience working with product and engineering teams. Familiarity with customer segmentation and account prioritization. Experience improving customer success playbooks and operational processes. Experience mentoring junior customer success professionals. Familiarity with healthcare technology or telehealth software. Experience working in a rapidly evolving SaaS environment. Experience using data to support retention and expansion decisions.