Client Success Manager — NetSuite Solutions

Baker Tilly•Tampa, FL

4d•$85,800 - $135,000

About The Position

Baker Tilly is seeking a senior, quota-aligned Client Success Manager for its NetSuite Solutions practice within the Professional Sales Organization. The role manages a portfolio containing Strategic Enterprise, Growth, and Mid-Market clients, adapting engagement depth and cadence to each client segment. The Manager serves as a trusted advisor throughout the client lifecycle, leads NetSuite license, renewal, and services-project opportunities, coordinates cross-functional pursuit teams, and owns client success after projects are sold and delivered. The position focuses on growing client relationships and recurring product and services revenue, supporting renewals and expansions, monitoring project delivery health, resolving escalations, and improving retention and advocacy. The Manager also models effective account planning and team selling, contributes to sales and client success process improvements, and provides informal guidance to newer colleagues. Persistence, consistent follow-through, and resilience in pursuing long-term client outcomes are emphasized. The role requires a bachelor’s degree and at least five years of related professional experience, including management of strategic enterprise client relationships, as well as at least two years of NetSuite ecosystem experience. Travel may be required up to 10% of the time. The stated pay range is $85,800 to $135,000, with potential performance- and sales-based commissions. Work location status should be discussed with a Baker Tilly talent acquisition professional.

Requirements

Bachelor’s degree in a relevant field.
At least 5 years of related professional experience.
A demonstrated track record managing a portfolio of strategic, enterprise-level client relationships in technology consulting, customer success, or IT engagement management.
Experience managing IT project services sales cycles, identifying opportunities in existing accounts, working with technical solution architects to scope engagements, presenting proposals, closing sales, and managing ongoing client relationships.
At least 2 years of NetSuite ecosystem experience, including license and renewal sales, SuiteApps, complementary third-party solutions, and positioning software and services together.
Experience with NetSuite, ERP platforms, software renewals, and related business applications.
Ability to build and sustain executive relationships with CFOs, COOs, controllers, and IT leaders.
Strong team-selling skills and experience coordinating sales, solution architect, PMO, and delivery teams.
Experience owning post-sale client success, monitoring delivery health, coordinating with delivery teams, resolving escalations, and driving renewals, expansion, and retention.
Experience with data analysis and reporting tools, including cloud-based CRM platforms and related systems.
Experience supporting client communications or marketing content, such as newsletters, social media, and outreach materials.
Strong organizational, analytical, and detail-oriented capabilities.
Ability to manage multiple priorities and detailed processes in a fast-paced environment.
Excellent verbal, written, and presentation skills.
Ability to influence action and build consensus to achieve objectives.
Ability to work effectively in remote, in-office, and hybrid environments and collaborate with distributed teams.
Availability during core business hours.
Ability to travel up to 10% of the time.
Excellent verbal and written communication skills; ability to listen actively, ask thoughtful questions, and translate client input into business requirements.

Nice To Haves

Experience selling NetSuite ERP implementation and optimization services, including scoping engagements with technical solution architects, presenting proposals to executive stakeholders, and guiding clients from initial need through close.
Experience managing client relationships after NetSuite implementation projects go live and identifying follow-on optimization, managed services, and support opportunities.

Responsibilities

Own and grow a portfolio of Strategic Enterprise, Growth, and Mid-Market client relationships through account plans aligned with client priorities and practice objectives.
Build and maintain executive-level relationships with client finance, operations, and IT leaders, serving as a trusted advisor throughout the client lifecycle.
Tailor engagement models and scheduled business reviews to client tiers; assess needs, communicate Baker Tilly’s value, solicit feedback, and connect clients with appropriate teams.
Coordinate resolution of escalated client matters with sales, service, product, PMO, consulting, and development teams.
Drive client retention, references, advocacy, testimonials, case studies, and client success stories.
Prioritize portfolio resources and identify Growth and Mid-Market clients with potential to expand into higher-value relationships.
Monitor client satisfaction and referenceability, support satisfaction surveys, and track and help resolve escalated support cases.
Manage services-project sales cycles from opportunity identification and qualification through scoping, proposal presentation, and close.
Partner with technical solution architects to scope NetSuite implementation, optimization, managed services, consulting, and development engagements.
Orchestrate cross-functional pursuit teams, set pursuit strategy, clarify roles, and maintain alignment through the sales process.
Position software and professional services together as an integrated solution for finance, procurement, and business operations leaders.
Serve as a pre-sales resource for clients, leads, and prospects as appropriate.
Develop and execute strategies to grow recurring product and services revenue across assigned accounts.
Identify, qualify, and scope needs for NetSuite, SuiteApps, Baker Tilly Subscription Billing, and complementary third-party software.
Own license renewal and upsell strategies and ensure transactions are processed accurately and promptly.
Identify post-implementation opportunities for optimization, managed services, and support.
Own the client success relationship after services projects are sold; monitor delivery health and engagement quality.
Coordinate with project and delivery teams to keep engagements on track, surface risks early, and manage client expectations.
Capture client feedback and delivery lessons and share them with practice leadership.
Partner with sales and marketing on client communications, campaigns, social media, webinars, SuiteWorld participation, and other events.
Support client co-branding, testimonials, case studies, and approved marketing initiatives; represent Baker Tilly at client and industry events as appropriate.
Maintain accurate account, contact, opportunity, activity, task, license, sales order, and customer-tier information in Salesforce and other supported systems.
Follow transaction processes, audit customer and license records, and identify workflow improvements.
Maintain current activity, opportunity, and forecast data aligned with pipeline reporting expectations.
Use Baker Tilly and PSO-supported sales and engagement tools, including Salesforce, HighSpot, and ZoomInfo.
Follow up on escalated accounts receivable matters related to aging invoices and complete timely activity tracking and time entry.
Provide supportable commit and upside forecasts for planning, staffing, and hiring.
Use and help improve AI-enabled business development tools for prospect research, scoring, outreach sequencing, and proposal generation.
Report on client reviews, project pipeline and bookings, delivery health, support engagement, license revenue and upsells, renewals, expansion, retention, satisfaction, and partner engagement.
Model and share best practices in account planning, team selling, and client engagement; provide informal guidance and onboarding support to newer colleagues.
Contribute to improvements in client success, sales operations, and cross-functional handoffs between sales, delivery, and support.
Demonstrate persistence, consistent follow-through, and resilience in pursuit of long-term client success.