Client Success Manager
About The Position
The Client Success Manager (CSM) ensures that Waterfield clients achieve meaningful, measurable outcomes from their investment in the company’s solutions. The role drives customer adoption, value realization, and long-term account growth. The CSM is the primary day-to-day point of contact for client stakeholders and coordinates the ongoing customer experience, including support activities, timely issue resolution, and escalations. The CSM develops a deep understanding of each client’s environment, goals, and challenges to align client needs with Waterfield’s capabilities. In partnership with account leadership and delivery teams, the CSM drives proactive engagement, manages risk, and identifies opportunities to expand Waterfield’s impact. The position balances relationship management, operational discipline, and strategic thinking, with a focus on delivering outcomes. Travel is required as needed.
Requirements
- 3–7+ years in Customer Success, Account Management, or Consulting.
- Strong communication and stakeholder management skills.
- Ability to connect technical solutions to business value.
- Experience managing multiple clients.
Nice To Haves
- Experience in CX, CCaaS, SaaS, or managed services.
Responsibilities
- Build and maintain trusted relationships with key client stakeholders.
- Serve as the primary day-to-day liaison and go-to resource for assigned clients.
- Oversee and coordinate ongoing support and service activities, ensuring timely execution and follow-through.
- Act as an escalation point for client issues and drive resolution.
- Develop and execute client success plans aligned with customer goals and desired outcomes.
- Drive adoption of Waterfield solutions by identifying gaps and recommending actions to increase value realization.
- Monitor account health, including customer sentiment, usage trends, and operational performance, and proactively identify risks.
- Keep the account team informed of key developments, risks, and opportunities.
- Identify opportunities to expand Waterfield’s footprint by uncovering unmet needs and areas for growth.
- Support and contribute insights, performance data, and recommendations to business reviews (MBRs/QBRs).
- Provide input into renewal planning by ensuring customers are realizing value and highlighting changes in the customer environment.
- Coordinate across delivery, support, and partner teams to ensure a consistent and high-quality customer experience.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
