Client Success Manager

WorkForge•Kansas City, MO

21d

About The Position

The Client Success Manager supports clients throughout their full lifecycle, from sales prospect to active user, with a focus on success, retention, renewals, and revenue growth. The role builds long-term client relationships, develops individualized success plans, identifies additional needs and upsell opportunities, and serves as a trusted advisor to clients. The Client Success Manager partners with the Implementation team to support seamless client integration; provides ongoing support, training, and enablement to encourage product utilization and positive outcomes; and uses data and analytics to monitor engagement and improve the client experience. The role also shares client feedback with product and leadership teams and collaborates with marketing, sales, and product colleagues to advance retention and revenue goals and resolve client issues. The position uses sales software and other technology to deliver an effective client experience and sales process. WorkForge provides standardized and personalized training content and delivery platforms, and its mission is to partner with clients to help them overcome barriers to success.

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 in a client success role, including client renewals, expanded revenue, and client usage.
Strong sales skills, including the ability to negotiate and provide long-term value in upsell situations.
Strong listening skills and a sales mindset for creating strategic, individualized client success and renewal plans.
Comfort with virtual technology solutions for maintaining successful client relationships remotely.
Experience leveraging and presenting data analytics to drive client success and renewals.
Experience working with cross-functional teams and projects and adapting between groups.
Self-starter with an entrepreneurial spirit, internal drive, and ability to adapt as the company evolves.
Growth mindset, goal orientation, interest in personal and professional development, capacity to innovate, and openness to feedback.
Exceptional problem-solving and critical-thinking skills using 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 act as a trusted advisor.
Develop and execute individualized client success frameworks aligned with client business objectives and KPIs, modifying plans as client needs evolve.
Monitor client needs and communicate the voice of the client to product and leadership teams for consideration in future product roadmaps.
Partner with the Implementation team to guide clients through seamless integration.
Promote product value and address client questions, concerns, and ongoing success needs.
Provide client training and enablement to increase product utilization and support positive outcomes.
Renew and retain clients by developing and managing the renewal process through regular meetings with clients and key personnel.
Identify client needs and pursue relevant upsell opportunities.
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 the efficient resolution of client issues.
Leverage sales software tools to support client experience and sales processes.