Client Success Manager

Remitly • Hayfield, VA

7d • $71,600 - $137,400

About The Position

The Client Success Manager (CSM) works hand-in-hand with customers and sales partners to optimize the use of LexisNexis Risk Solutions F&I products accessed through the RDP platform. This role focuses on proactive engagement, product adoption, and incident mitigation to ensure customers receive the best return on their investment. The CSM acts as a trusted advisor, supporting account health, driving adoption, and resolving complex product and performance issues.

Requirements

• Proven experience in client success, account management, customer support, or a related role.
• Strong ability to analyze account performance, interpret data, and translate insights into actionable recommendations.
• Excellent verbal and written communication skills, with the ability to explain complex concepts clearly to both technical and non-technical audiences.
• Demonstrated ability to manage multiple accounts and priorities in a fast-paced, customer-focused environment.
• Experience collaborating cross-functionally with sales, product, and support teams.
• Strong problem-solving skills with a customer-first mindset and attention to detail.
• Familiarity with fraud, identity, or risk management products preferred; ability to quickly learn complex product suites required.

Responsibilities

• Developing and executing Client Engagement Plans, including early-year planning meetings with partnered sales representatives to identify top accounts, key needs, and engagement strategies.
• Planning and delivering Quarterly Business Reviews (QBRs), account reviews, and customized reporting aligned to customer goals and sales strategies.
• Monitoring account health, transaction volumes, and product usage to ensure optimal performance and identify opportunities for improvement.
• Expanding customer use cases by identifying new applications of products that deliver additional business value.
• Providing product expertise by answering customer and sales partner questions related to features, functionality, and performance insights.
• Delivering regular and ad-hoc reporting, including investigations related to customer incidents or performance concerns.
• Educating customers on product capabilities, enhancements, and new releases to drive adoption and satisfaction.
• Executing post-implementation updates, including workflow or configuration changes requested by customers.
• Providing second-level support following incidents, investigating root causes, coordinating resolution, and clearly communicating outcomes to customers.
• Supporting and maintaining expertise across a portfolio of products including Instant ID, Instant Verify, FraudPoint, FlexID, TrueID, RDP, RMS, and related identity and fraud solutions.

Benefits

• Health Benefits: Comprehensive, multi-carrier program for medical, dental, and vision coverage
• Retirement Benefits: 401(k) with company match and Employee Share Purchase Plan
• Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance Program, and generous time-off policies
• Insurance: Short- and long-term disability, life and accidental death insurance, critical illness, and hospital indemnity coverage
• Family Benefits: Paid parental leave, family care leave, adoption and surrogacy benefits
• Spending Accounts: Health Savings, Health Care, Dependent Care, and Commuter Spending Accounts
• Community & Inclusion: Paid time to participate in Employee Resource Groups and volunteer with charities of your choice

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees