Client Success Manager

NetGain Technologies LLC•Little Rock, AR

68d

About The Position

A Customer Success Manager (CSM) is responsible for ensuring that customers achieve their desired outcomes while using our services or products. The CSM acts as a strategic advisor and trusted point of contact throughout the customer journey, from onboarding to renewal. The goal is to reduce churn and increase the likelihood of cross-sell/upsell opportunities.

Requirements

Required: Bachelor’s degree from a recognized university or technical college.
Required: Minimum of 5 years of experience in client success, customer experience, or similar.
Sitting and moving around as required within the office and shop areas.
Ability to perform walking, turning the head and torso, reaching, grasping, bending, and flexing the arms, legs, wrists, and fingers with or without accommodations.
Senses of sight, speech (English), and hearing are required.
Mathematical abilities for scheduling and basic accounting functions.
Fluency in English (read, write, and speak).
Ability to perceive spatial relationships (minor requirement).
Desire to help businesses of 10 to 500 employees.
Uncompromising integrity.
Great communication skills for business conversations with corporate leaders.
Quick thinker and fast learner.
Reasoning ability to resolve problems.
Strong organizational skills to perform and prioritize multiple tasks seamlessly with excellent attention to detail.
Expert-level written and verbal communication.
Proactive problem-solving with strong decision-making capability.
Highly resourceful team player, effective independently.
Forward-looking thinker who actively seeks opportunities and proposes solutions.
Ability to achieve high performance goals and meet deadlines in a fast-paced environment.
Proficient with Microsoft Office.

Responsibilities

Relationship Management: Build and maintain strong, long-term relationships with customers to understand their business needs and challenges.
Customer Advocacy: Act as the voice of the customer within the company, ensuring their feedback is shared with relevant internal teams (e.g., Product, Sales).
Problem-Solving & Support: Address and resolve any issues or roadblocks customers may encounter. Act quickly to mitigate a negative experience.
Retention & Renewals: Proactively manage customer renewals by identifying risks, addressing concerns, and finding opportunities to expand the relationship.
Upsell/Cross-sell: Identify opportunities for upselling or cross-selling additional products or services that align with the customer’s needs.
Collaboration: Work closely with Sales, Marketing, and Operations teams to ensure customer feedback and needs are addressed in future product developments and campaigns.
Customer Metrics: Monitor key performance indicators (KPIs) like customer satisfaction (CSAT), Net Promoter Score (NPS), churn risk, and engagement metrics to assess the overall health of customer relationships.
Customer Onboarding: Lead and manage the onboarding process for new customers, ensuring they are effectively introduced to our services and collaborate with our operations team on discovery and go-live.
Customer Offboarding: Lead and manage the offboarding process for customers, ensuring all documentation is delivered back to the client or alternate MSP.
Conducting Business Reviews: Ensure customers derive maximum value from our partnership and services, strengthening the relationship. Business reviews assess progress, uncover challenges, celebrate successes, and align on future goals.
Collaboration: Collaborate with Managed Services and Professional Services Account Executives on any cross-sell or upsell for current clients.
Meetings: Attend weekly Customer Success meetings.
Prepare for and conduct customer conversations, whether strategic business reviews or regular check-in meetings.
Support Managed Services or Professional Services Account Executives in cross-sell/upsell activities for current clients.
Complete onboarding or offboarding activities with organization and professionalism.
Attend internal meetings with other teams to discuss customer needs, share insights, and collaborate on driving success.
Update CRM systems with customer interactions, updates, and outcomes to maintain accurate records of the customer journey.
Consistently demonstrate value to clients, reducing potential churn to <5%.
Conduct 100% of necessary business review meetings with appropriate documentation and the correct audience.