Client Success Consultant

Commusoft•Chicago, IL

5h•$70,000•Hybrid

About The Position

As a Client Success Consultant, you will be a key driver of our global growth, primarily supporting our expansion in the US while actively managing a portfolio of UK-based clients. You will serve as the primary technical and strategic advocate for our clients, owning the journey from initial technical onboarding through long-term relationship mastery and commercial expansion. Your primary focus is technical enablement: ensuring clients are configured for success and empowered to use the platform independently. Additionally, you will adopt core strategic functions to drive client sentiment and Net Retention Rate (NRR)

Requirements

B2B SaaS Experience: 3+ years in a Technical Consulting, Onboarding, or Account Management role within a B2B SaaS environment.
Technical Aptitude: Demonstrated comfort with complex system configuration, data migration, and troubleshooting.
Training & Facilitation: Experience delivering training sessions (1:1 or group) in a way that is engaging, clear, and tailored to different client needs.
Commercial Acumen: Proven ability to manage contract renewals and identify expansion opportunities in a value-first manner.
Executive Communication: Exceptional storytelling and influencing skills, with the ability to present to C-suite executives.
Strategic Business Acumen: A deep understanding of business models and the ability to translate product features into significant ROI for the client.
Data Fluency: Ability to analyse complex data sets, such as usage patterns and churn predictors, to identify strategic risks and opportunities.
Organised & Adaptable: Skilled at managing multiple client onboarding projects simultaneously, with a structured approach to project milestones and timelines in a fast-paced environment.

Responsibilities

End-to-End Onboarding: Lead clients through the full technical project plan, defining key success goals and ensuring a smooth transition from sales.
Technical Advisory: Act as the primary advisor for system configuration, integrations, data migration, and advanced workflow development.
Empowerment & Training: Deliver engaging, tailored training sessions that enable clients to embed the platform effectively into their daily operations.
Technical Problem-Solving: Address complex technical challenges with a consultative approach, serving as the subject matter expert for the client’s third-party software stack.
Optimisation: Regularly review platform usage data to proactively identify adoption blockers or configuration risks during the launch phase.
Relationship Mastery: Build trusted, long-term relationships, serving as the central point of communication and go-to advisor throughout the client lifecycle.
Commercial Growth: Own the renewal lifecycle for your portfolio and identify opportunities for clients to grow their use of our ecosystem through add-ons and upgrades.
Strategic Advisory: Conduct regular Business Reviews to showcase value, align product roadmaps with client goals, and drive adoption of underutilised features.
Advocacy: Act as the "voice of the client" internally, providing high-priority technical and commercial feedback to the Product and Engineering teams.
Market Specialist: Act as a bridge between US clients and our UK-based Product team to ensure we are meeting local market requirements.