Client Success Manager
About The Position
The Client Success Manager plays a critical role in supporting and retaining our clients by ensuring they receive maximum value from our products and services. This position was created to strengthen client relationships, enhance engagement, seek out expansion opportunities and minimize churn. The ideal candidate will leverage a strong background in SaaS and enterprise technology solutions to deliver successful client onboarding, training, and ongoing support. While not a sales role, the Client Success Manager is responsible for identifying opportunities for account growth and ensuring clients remain fully informed and satisfied with our suite of software & services.
Requirements
- Minimum of 3 years of experience in SaaS or enterprise software customer success, account management, or client services.
- Demonstrated proficiency with CRM systems (e.g., Salesforce, HubSpot).
- Experience using Conversational Intelligence tools (e.g., Gong, Chorus, or SalesLoft).
- Proven ability to communicate Return on Investment (ROI) and demonstrate value through measurable outcomes.
- Exceptional verbal, written, and presentation skills.
- Strong analytical and problem-solving abilities with attention to detail.
- Ability to collaborate effectively across teams and organizational levels.
Responsibilities
- Partner with Account Executives and Account Managers to guide clients through the implementation and adoption process.
- Establish and maintain trusted relationships with key stakeholders within client organizations.
- Evaluate and understand client business goals to ensure product alignment and long-term success.
- Provide proactive client support, addressing inquiries, troubleshooting issues, and ensuring prompt resolution.
- Host training sessions, webinars, and product demonstrations to drive user adoption and engagement.
- Conduct regular check-ins and Quarterly Business Reviews (QBRs) to assess client satisfaction and performance outcomes.
- Serve as the client advocate internally, representing their needs and feedback to cross-functional teams.
- Collaborate with internal departments—including Product Managers, Sales, and Operations—to enhance client experience and outcomes.
- Develop educational materials and client resources to support onboarding and continued usage.
- Support initiatives to improve client retention, satisfaction, and Net Promoter Scores (NPS).
Benefits
- Competitive salary
- Comprehensive health, dental, and vision insurance
- 401(k) plan with matching contributions
- Paid time off and flexible scheduling
- Remote work environment with opportunities for travel as needed
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
