Client Success Manager I

MRI•Cleveland, OH

About The Position

We are seeking a proactive and personable Client Success Manager (CSM) to nurture long-term relationships with our clients and ensure a seamless client experience. The CSM will act as the main point of contact for assigned clients, understand their needs, and coordinate with internal teams to deliver tailored solutions that drive satisfaction and retention.

Requirements

Bachelor’s degree in Business Administration, Marketing, Communications, or related field
3+ years of experience in account management, client services, or a similar role
Strong interpersonal and communication skills, both written and verbal
Ability to manage multiple accounts and projects simultaneously
Proficiency in CRM software (e.g., Salesforce, HubSpot) and Microsoft Office Suite
Problem-solving mindset and a customer-first attitude

Responsibilities

Build and maintain strong, long-term relationships with a portfolio of clients, focusing on satisfaction, retention, and success
Serve as the primary point of contact for client inquiries, issues, and escalations
Monitor client satisfaction and implement improvements as needed
Drive product/service adoption by educating clients, providing tailored recommendations, and guiding them through best practices
Monitor client health and engagement metrics, proactively identifying risks and opportunities
Develop and execute retention strategies that increase client loyalty and reduce churn
Lead regular client check-ins, success reviews, and feedback sessions to reinforce value and uncover unmet needs
Act as the voice of the client internally, working with product, support, and sales teams to improve offerings and experiences
Support onboarding and training initiatives to ensure clients are set up for long-term success
Identify and nurture potential expansion opportunities through upselling or cross-selling
Maintain accurate records of account activity, engagement, and growth opportunities in CRM systems