Client Success Manager

WorkForge•Kansas City, KS

19d

About The Position

The Client Success Manager supports clients throughout their full lifecycle as they transition from sales prospects to active users of WorkForge’s training content and delivery platforms. The role focuses on building long-term client relationships, increasing revenue, leading renewals, and minimizing churn. It involves analyzing client needs and identifying opportunities to expand accounts. The manager serves as a trusted advisor, developing individualized success plans aligned with clients’ business objectives and KPIs. They partner with Implementation to support smooth integrations, provide ongoing client support and training, and promote product adoption and value. They also monitor engagement and effectiveness through data and analytics, share client feedback with product and leadership teams, and collaborate across marketing, sales, and product to support growth, retention, and efficient issue resolution.

Requirements

2–3 years of experience in a client-facing client service or success role.
2–3 years of experience in SaaS- or PaaS-based environments.
1–2 years of experience in direct renewal and upsell sales activities.
Demonstrated success retaining and upselling clients, including results in renewals, expanded revenue, and client usage.
Strong listening skills and a sales mindset for developing strategic, individualized client success and renewal plans.
Comfort with virtual technology solutions for maintaining client relationships remotely.
Experience leveraging and presenting data analytics to drive client success and renewals.
Strong sales skills, including negotiating and communicating long-term value in upsell situations.
Experience working with cross-functional teams and projects and adapting between groups.
Entrepreneurial, self-starting, internally driven approach and ability to adapt as the company reaches new milestones or identifies opportunities.
Growth mindset, with the ability to set and meet goals, value development, innovate, put ideas into practice, and thrive on feedback.
Exceptional problem-solving and critical-thinking skills, including independent judgment.
Strong attention to detail and organizational skills.

Nice To Haves

Bachelor’s degree preferred.

Responsibilities

Build and maintain client relationships across organizational levels to drive loyalty and long-term value.
Create and execute individualized client success frameworks aligned with client objectives and KPIs, adapting plans as needs change.
Monitor client needs and communicate the client perspective to product teams and leadership for consideration in future product roadmaps.
Partner with the Implementation team to support seamless client integration and a positive client experience.
Address client questions and concerns, provide training and enablement, and promote product utilization and positive outcomes.
Lead the renewal process through regular meetings with clients and key personnel, renewing and retaining clients in support of company goals.
Identify and pursue opportunities to upsell additional solutions.
Use data and analytics to monitor solution effectiveness and engagement and improve the client experience.
Collaborate with marketing, sales, and product teams on revenue growth and retention strategies and help resolve client issues efficiently.
Use sales software tools, such as Excel and HubSpot, to support client experience and sales processes.