Client Success Manager - Americas

Atlas HXM

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About The Position

As an Employer-of-Record (EOR) provider, Atlas HXM offers the HR and compliance infrastructure essential for companies to expand internationally. They handle the complex, behind-the-scenes work, allowing companies to focus on strategies that drive success. The company emphasizes a people-centric, global approach with a diverse workforce and a commitment to positive impact through their ESG initiative, focusing on employee wellness, diversity, charitable work, and ethical corporate governance. The Client Success Manager will be an integral part of the Client Services team, responsible for ensuring the success and satisfaction of a portfolio primarily comprised of core & emerging clients. This role involves working closely with clients to understand their goals, implement solutions, and provide guidance to ensure they achieve their business objectives. Collaboration with internal teams and delivering excellent client service are key to fostering strong relationships and driving client retention and growth.

Requirements

• 6+ years of experience in client success, account management, or a client-facing role (preferably in SaaS, HR tech, or related industries).
• Experience in managing & retaining client accounts and delivering excellent client service
• Strong communication and interpersonal skills, with the ability to build relationships with key stakeholders at all levels.
• Strong organizational skills and attention to detail, with the ability to manage client interactions effectively.
• Basic to intermediate understanding of workforce management, HR tech, and related industries (preferably EOR, payroll, compliance).
• Ability to collaborate with cross-functional teams to address client needs and drive success.
• Problem-solving mindset and ability to manage time effectively in a fast-paced environment.
• Passionate about providing proactive client support.

Nice To Haves

• Experience with CRM tools (e.g., Salesforce, HubSpot) and client success platforms is a plus.

Responsibilities

• Manage a portfolio primarily comprised of core & emerging clients, ensuring alignment between client goals and our solutions.
• Build and maintain strong relationships with key stakeholders, becoming the main point of contact for day-to-day client needs and inquiries.
• Lead in developing and executing client success strategies that focus on ensuring client satisfaction, retention, and long-term value.
• Proactively manage client relationships to ensure they receive maximum value from our solutions and experience a positive client journey.
• Identify and engage with clients to uncover opportunities for expanding their workforce or upselling additional services.
• Lead efforts to reduce churn by identifying and mitigating risks early on through proactive relationship management.
• Serve as a client advocate within the company, ensuring their needs are heard and addressed.
• Gather client feedback and share insights with internal teams to help drive product improvements and enhance client satisfaction.
• Partner closely with internal teams (sales, product, delivery, marketing) to ensure client needs are met and expectations are exceeded.
• Own managing client issues and escalations, collaborating with cross-functional teams to ensure timely resolutions.
• Proactively identify potential risks to client satisfaction and work to resolve them before they impact the client relationship.
• Track client health metrics such as usage, engagement, and satisfaction to ensure clients are realizing value from the solutions provided.
• Generate and share regular reports on account performance and client satisfaction to internal teams and leadership.
• Own the tracking and monitoring of the financial performance of client accounts, ensuring alignment with company revenue and margin goals.
• Provide regular financial updates to internal stakeholders, ensuring clarity and transparency around client account profitability.
• Develop a basic understanding of client business objectives and support their use of our solutions to achieve those goals.
• Keep up-to-date with industry trends and changes in compliance to help inform client decisions.

Benefits

• Country-specific benefits
• Flexible PTO
• Your birthday off
• A day for you to volunteer and give back to the organization of your choice
• Generous Parental Leave Program
• Growth and development opportunities with access to a top learning content provider

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed