Client Success Manager (CSM)

Maritz•Fenton, MO

2d•Hybrid

About The Position

At Maritz, decades of innovation and perseverance have built more than just a strong reputation — they’ve shaped a culture where human connection and collaboration are at the heart of everything we do. Joining Maritz means becoming part of a workplace grounded in a critical truth; people and their potential is our greatest resource. Maritz helps companies achieve their business goals by inspiring people to perform their best. We design experiences, incentives, and recognition programs that spark action and deliver measurable impact. And we’ve brought this human-first design inward – intentionally building teams that care for each other and collaborate powerfully. In our most recent employee survey, nearly 90% of respondents said that their managers care about their concerns and 82% said they feel genuinely appreciated. We know that when employees feel seen, supported, and celebrated for who they are, they thrive and so does our business. That’s why we’ve created a flexible, environment that empowers you to do your best work without sacrificing what matters most to you. In fact, in that same survey, nearly 90% of respondents said they have the flexibility they need to balance work and personal life and nearly 80% said Maritz does a great job prioritizing employee well being. We have a passion for excellence and genuine care for the people making it possible. The Client Success Manager (CSM) is responsible for managing client relationships, strategy, adoption, and satisfaction within a Software-as-a-Service (SaaS) products and services environment. This role serves as the primary point of contact for assigned clients, leading implementation and ongoing operational activities while ensuring successful business outcomes. The ideal candidate brings experience of client success, account management, project management, or related experience and provides leadership to clients, project teams, and internal stakeholders.

Requirements

Bachelors Degree or equivalent work experience.
6+ years of general client service / operations management exposure and consultative work with client interaction.
Exposure to web-based technology and ability to learn quickly and to troubleshoot independently.
Solid oral and written communication skills, client-facing and internal.
Ability to manage competing priorities and set client expectations on a daily basis.
Knowledge of Office automation products, Excel, TEAMS, JIRA Ticketing applications, and service level management software/business applications.

Responsibilities

Serve as the primary strategic advisor and day-to-day contact for assigned clients.
Build trusted relationships throughout the client lifecycle by driving adoption, identifying growth opportunities, supporting renewals, and advocating for client needs.
Proactively lead and coordinate both client and internal teams.
Leverage product, industry, and business knowledge to recommend effective solutions and services.
Establish client goals and success metrics, tracking progress against key milestones.
Continuously reinforce value and deliver successful outcomes across the client journey.
Oversee program enrollment and budget management.
Manage escalations with urgency, professionalism, and flexibility while ensuring appropriate resource allocation.
Lead strategic business reviews and support the development of long-term client strategies.
Ensure project documentation, requirements, and deliverables align with Ideal Customer Experience (ICX) standards.
Serve as the primary contact for key internal and external partners supporting client programs.
Define project scope and develop pricing proposals for new opportunities.
Ensure contract deliverables are completed with quality, accuracy, timeliness, and efficiency.
Maintain operational processes that support business continuity and mitigate risk.
Establish critical success measures and reporting frameworks to evaluate program effectiveness.
Manage forecasting, cost balancing, and invoice oversight.
Ensure data integrity through validation, audits, monitoring, and stakeholder collaboration.
Monitor client satisfaction (CSAT), develop mitigation plans when needed, and support client retention and renewals.
Lead client and internal meetings, navigate complex issues, resolve conflicts, and manage stakeholder expectations across all levels of the organization.
Facilitate internal account reviews and develop action plans to drive client success.
Demonstrate technical aptitude with SaaS platforms and related technologies, including Microsoft 365, Teams, Jira, communication portals, reporting tools, and supporting business systems.
Identify, communicate, and implement best practices and process improvements.
Partner with clients through business reviews, quality assessments, and issue resolution to ensure a positive client experience.