Client Success Manager
About The Position
We are seeking a Client Success Manager to own the post-sale client journey for assigned new business accounts- from signed deal through launch, activation, early adoption, and handoff into ongoing account management. This role serves as the primary relationship owner and cross-functional coordinator during the early post-sale phase, working closely with Sales, Regional Sales Coordinators, Operations, Adoption, Engagement, Customer Care, and Account Management. The goal is a seamless transition from signed account to active, engaged client- reducing friction, accelerating time to value, surfacing risk early, and bringing in the right specialist resources at the right time. The Client Success Manager is the primary post-sale relationship owner and "quarterback" across the early client lifecycle, accountable for client readiness, launch coordination, onboarding progress, standard-account adoption execution, early engagement, and risk management. The role doesn't personally own every specialist workstream, but ensures each one happens successfully. This is not a quota-carrying role. Success is measured by how effectively clients launch, activate, adopt key products and workflows, engage early, and transition cleanly into ongoing account management.
Requirements
- 5 years of experience in client success, onboarding, implementation, account coordination, or related post-sale roles in B2B, SaaS, media, or subscription environments
- Strong cross-functional project management skills, able to coordinate multiple stakeholders through launch, onboarding, and adoption milestones
- Excellent client communication, relationship-building, and stakeholder management skills
- Comfort using data and health indicators to monitor trends and flag risk early
- A proactive, organized, solutions-oriented approach to client coordination
- A client-first mindset focused on driving value through usage, adoption, and engagement — not transactional account support
Responsibilities
- Own the post-sale relationship and launch orchestration
- Serve as the primary point of contact from signed deal through onboarding and early adoption.
- Lead the handoff from Sales, ensuring client goals, use cases, stakeholders, and launch priorities are clearly understood and documented.
- Build 60–90 day onboarding milestones and success plans so clients know what success looks like and can achieve early wins.
- Maintain proactive, coordinated communication with clients and internal stakeholders to keep launches on track.
- Coordinate account setup with Regional Sales Coordinators and Operations
- Partner with RSCs on order processing, account setup/changes, billing, CRM updates, and related handoffs.
- Partner with Operations and Fulfillment on provisioning, entitlements, technical readiness, SLA readiness, and launch execution.
- Own coordination and follow-through, while RSCs and Operations retain responsibility for their own administrative execution.
- Drive onboarding and adoption for standard accounts
- Execute onboarding using established playbooks, milestones, and training guidance from the Adoption function.
- Ensure clients understand activation steps and build early usage habits.
- Loop in the Adoption Specialist for top-tier, high-risk, or complex accounts.
- Partner with the Adoption Specialist on strategy and high-touch accounts
- Work within playbooks and frameworks defined by the Adoption Specialist.
- Coordinate specialist involvement for strategic accounts, complex launches, low-activation accounts, or accounts needing deeper admin enablement.
- Apply Adoption function learnings and best practices across the client base.
- Partner with Engagement and Lifecycle teams to deepen usage
- Work with Engagement Strategy & Performance and Customer Lifecycle Marketing to ensure clients get the right communications, campaigns, and enablement programs.
- Use engagement reporting and health signals to prioritize interventions.
- Connect clients to the right in-life programs as they move from onboarding into sustained engagement.
- Monitor account health and manage risk
- Track usage, activation milestones, and health signals to catch stalled onboarding, weak adoption, or early churn risk.
- Escalate early and coordinate support across Adoption, Engagement, Customer Care, Operations, and Account Management.
- Ensure critical issues stay owned and teams stay aligned on actions and timing.
- Act as the voice of the client internally
- Share feedback, adoption insights, and emerging needs with Product, Marketing, Sales, Customer Care, and Client Success leadership.
- Partner with the Enterprise Customer Care & Voice of Customer Lead on escalations and service themes.
- Support a clean handoff into ongoing account management
- Ensure a clear transition from early post-sale ownership into the ongoing account management motion once onboarding and early adoption are complete.
- Share account context, progress, risks, and adoption status with Account Managers so momentum carries through on high-value accounts.
Benefits
- Robust medical, vision, and dental insurance
- Generous paid personal time and vacation
- Savings and retirement planning options
- Extensive health coverage for individuals and families
- Tuition assistance and educational development support
- Paid leave for new parents
- Resources for family and dependent care
- Commuting/public transit support
- Preferred pricing on corporate subscriptions
- Employee referral incentives
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
