Client Success Manager

INHABIT IQ•Knoxville, TN

1d•Hybrid

About The Position

The Client Success Manager (CSM) is responsible for owning the end-to-end success of assigned client accounts utilizing the company’s Learning Management System (LMS). Serving as the primary point of contact, the CSM ensures successful onboarding, adoption, engagement, retention, and growth of client accounts. This role delivers a high level of customer service by managing the full client lifecycle, including onboarding, ongoing communication, retention strategies, renewals, and accounts receivable. Acting as a trusted advisor, the CSM aligns the platform’s capabilities with client operational goals such as training compliance, employee development, and performance improvement across client portfolios. The CSM proactively anticipates client needs, identifies potential risks, and resolves issues before they escalate. All client interactions are conducted in a professional, transparent, and solutions-oriented manner. Additionally, the CSM may support special projects assigned by the General Manager or VP of Operations.

Requirements

3+ years of Client Success, Account Management, or Customer Success experience in a SaaS environment.
Advanced working knowledge of all Microsoft Office products with a focus on Excel, Word and Teams.
Salesforce & ticketing system experience.
Strong understanding of support management principles.
Ability to perform mathematical calculations for creating business cases, budgets, Excel formulas, etc.
Proven ability to manage multiple client accounts and projects simultaneously.
Highly self-motivated and directed.
Exceptional attention to detail.
Experience supporting integrations or technical implementations.
Ability to read, analyze, and interpret common legal documents.
Extraordinary customer service skills.
Excellent verbal and written communication, as well as interpersonal skills.
Strong understanding of the multifamily housing or property management industry.
Bachelor’s degree or equivalent work experience.

Nice To Haves

Experience working with Learning Management Systems (LMS) or training platforms, or Property Management System/Operation System is preferred.

Responsibilities

Serve as the primary point of contact for assigned client accounts, building strong relationships and acting as a trusted advisor on training strategy and LMS solutions.
Partner with Sales to support demos, client evaluations, and solution alignment.
Lead client onboarding and implementation, ensuring a smooth rollout through coordination, training, and system setup.
Drive client engagement and adoption by promoting platform capabilities and ensuring clients maximize the value of their LMS.
Proactively identify risks and opportunities within accounts, resolving issues and recommending improvements to support long-term success.
Manage client retention and growth through renewals, upsells and identification of opportunities to enhance training goals and services.
Support account operations including billing coordination, account updates, and portfolio changes while maintaining accurate records.
Monitor client usage and performance, providing insights and recommendations to improve engagement and outcomes.
Collaborate cross-functionally with Sales, Product, and Support teams to deliver a seamless and high-quality client experience.
Contribute to internal initiatives, documentation, and special projects as needed.
Any other projects or tasks assigned by the General Manager or other Inhabit team members.