Client Success Manager

Acres•Fayetteville, AR

36d

About The Position

This role is for a Client Success Manager within the [Business Division]. The Client Success Manager will be responsible for overseeing the client journey from implementation through ongoing value optimization and retention. This is a key function within the organization, ensuring clients achieve maximum value from the platform. The team offers a collaborative environment where the Client Success Manager will lead the end-to-end implementation and onboarding for Midmarket and Enterprise accounts, ensuring rapid time-to-value, high initial adoption, and a forward-looking trajectory with clear strategic milestones. The ideal candidate will be proactive, analytical, and adept at building strong client relationships in a fast-paced startup environment.

Requirements

2–4+ years of experience in B2B SaaS Client Success, Account Management, or a related client-facing role.
Proven experience managing a portfolio of Enterprise accounts with a focus on retention and account growth.
Comfortable navigating commercial conversations, including discussing renewal terms, subscription options, and expansion opportunities.
Strong professional presence with the ability to confidently present data, product updates, and value metrics to client stakeholders.
Solid technical aptitude to deeply understand product functionality, troubleshoot workflows, and translate technical concepts for non-technical users.
Analytical thinker who can look at usage metrics and account data to tell a compelling story about product value.
Strong organizational skills with a proven ability to manage multiple complex projects and diverse stakeholders simultaneously to meet strict deadlines.
Adaptable teammate who thrives in a fast-paced startup environment and is comfortable helping build processes as the company grows
Proficiency with CRM platforms (Salesforce, HubSpot, etc.) and client management tools.

Nice To Haves

Experience with land data, GIS, or real estate tech is a strong plus.
Experience in a high-growth startup environment is also a plus (or at least a hearty appetite to work in one!)

Responsibilities

Own the complete client journey from day one, leading the end-to-end implementation and onboarding for Midmarket and Enterprise accounts to ensure rapid time-to-value, high initial adoption, and a forward-looking trajectory with clear strategic milestones.
Partner deeply with client teams post-onboarding to continually optimize their internal workflows, moving beyond basic setup to proactively consult on how they can deeply embed the platform into their daily operations.
Build and maintain multi-threaded relationships within assigned accounts, working closely with daily power users while establishing strong rapport with key stakeholders.
Proactively monitor portfolio health, identifying churn risks early and independently executing targeted action plans to get accounts back on track.
Deliver tailored, data-driven executive updates and impact reports that clearly outline the operational and financial value the client is achieving.
Act as the primary owner for critical account issues and crises; independently formulate and propose/execute resolutions before seeking leadership alignment, rather than simply surfacing the problem.
Translate client feedback, pain points, and feature requests into actionable insights for the product team to help inform the roadmap.
Maintain a high degree of personal ownership over Net Revenue Retention (NRR) targets, viewing portfolio performance and client retention as a direct reflection of your strategic impact.
Manage the renewal pipeline for your portfolio, leading commercial conversations and ensuring predictable net revenue retention.
Actively identify expansion and upsell opportunities based on account usage and evolving client needs, collaborating with Sales to close the deal.
Identify successful user stories within your portfolio and collaborate with marketing to develop case studies, testimonials, and client references.
Help create and refine client-facing resources, such as specialized guides, feature walkthroughs, or webinars, to scale client education.
Contribute to the continuous improvement of internal CS playbooks, onboarding materials, and documentation to help streamline team operations.
Provide guidance and informal mentorship to Client Success Specialists, sharing best practices on account management and risk mitigation.