Client Success Manager

First Orion•North Little Rock, AR

8h•Hybrid

About The Position

First Orion is seeking a Client Success Manager (CSM) to support the ongoing success of assigned client accounts for First Orion Solutions. This role partners with internal teams and client stakeholders to help deliver contracted services, support client onboarding, monitor account activity, and communicate updates related to projects, issues, and product releases. The CSM works closely with the Client Engagement Team, Product Team, and other cross-functional partners to help ensure clients receive timely support and continue to achieve value from First Orion solutions. The CSM should be able to build trust and rapport with clients by communicating clearly, following through on commitments, and approaching client needs with urgency and care. This role helps represent the client’s perspective within First Orion while balancing client priorities with internal processes and business needs. The CSM provides helpful guidance, shares relevant feedback, and collaborates with teammates to support positive outcomes for both the client and First Orion. When client issues arise, the CSM helps communicate timely updates, coordinate with the appropriate internal teams, and provide visibility into resolution progress. The CSM should be proactive, organized, and comfortable supporting client conversations with clear information and a solution-focused mindset.

Requirements

Bachelor’s degree in Business Administration or a related field, or equivalent relevant experience
1–3 years of experience in client success, account support, customer service, or a related client-facing role
A passion for client success and advocacy
Strong communication skills with the ability to share clear updates with clients and internal teams
Strong organizational skills and attention to detail
Ability to manage multiple priorities in a fast-paced environment
Comfort working with data, metrics, and client reporting
Technical aptitude and willingness to learn First Orion solutions

Nice To Haves

Experience in SaaS, telecom, mobile, or technology solutions
Marketing or digital campaign experience
Experience supporting client onboarding or implementation activities
Familiarity with client reporting, operational metrics, or business reviews
Product knowledge in mobile solutions

Responsibilities

Serve as a day-to-day point of contact for assigned clients
Support client onboarding and help deliver a positive client experience
Build productive relationships with client stakeholders and internal partners
Provide Customer Portal training and respond to client questions as needed
Monitor key client metrics, including subscriber KPIs, volume trends, and anomalies
Help ensure their clients are achieving value from First Orion solutions
Support quality delivery of contracted services and solutions
Gather and document requirements for account-related projects with guidance from senior team members
Track client-related deliverables, timelines, and status updates
Coordinate issue updates and resolution progress with internal teams and clients
Partner with the Product Team to understand release details and help communicate relevant updates to clients
Collaborate with the Client Engagement Team to identify client needs and potential opportunities
Work across First Orion teams to support client requests and account needs
Prepare materials for client status meetings and support meeting facilitation
Help ensure First Orion and clients remain aligned with contractual obligations
Prepare operational metrics and supporting materials for Business Reviews
Communicate progress on initiatives to internal and external stakeholders