Client Success Manager

TMA Systems

38d

About The Position

Facil-IT is seeking an experienced and proactive Client Success Manager to own strategic post-implementation relationships for its clients. The role serves as a trusted advisor, helping clients increase adoption, realize measurable value, achieve business goals, and maintain strong long-term partnerships. As Facil-IT’s first dedicated Customer Success Manager, this individual contributor will establish the foundational processes, tools, templates, and operating standards needed to build and scale the Customer Success function. The role does not include direct people management.

Requirements

Bachelor’s degree or an equivalent combination of education and relevant professional experience.
At least 3 years of related experience in Customer Success, strategic account management, client services, SaaS, or a comparable client-facing role.
Demonstrated experience managing client relationships and working with executive stakeholders.
Ability to develop trusted-advisor relationships and connect software capabilities to client business goals and measurable outcomes.
Strong executive communication, presentation, facilitation, and relationship-management skills.
Excellent written and verbal English communication skills, including the ability to simplify complex topics for different audiences.
Ability to lead through influence, coordinate cross-functional teams, and advocate for clients without direct authority.
Strong judgment, ownership, organization, prioritization, and follow-through across multiple client accounts.
Ability to identify risk early, manage difficult conversations, reset expectations, and remain professional during escalations.
Analytical ability to interpret account signals, recognize patterns, and translate insights into practical action plans.
Comfort working in a growing environment, creating structure while processes are still developing, and balancing strategic planning with hands-on execution.
Professionalism, confidence, integrity, accountability, customer focus, and commitment to continuous improvement.
Working knowledge of client service principles, including needs assessment, service quality, value realization, and evaluation of client satisfaction.

Nice To Haves

Experience creating or improving Customer Success processes, playbooks, templates, reporting, or operating standards.
Experience in facilities management, maintenance operations, or a related industry.
Familiarity with CMMS or EAM software and the operational use cases these platforms support.
Experience with CRM and Customer Success platforms such as Salesforce or Gainsight.
Experience developing and leading QBRs, customer health models, success plans, risk programs, and executive-level reporting.
Experience establishing a new Customer Success function or scaling an early-stage Customer Success program.

Responsibilities

Own post-implementation relationships for an assigned portfolio of clients and act as the primary strategic point of contact after go-live.
Build trusted relationships with client executives and key stakeholders, linking Facil-IT capabilities to business goals, adoption, and measurable value.
Create and maintain customer success plans documenting goals, success measures, risks, priorities, and agreed actions.
Lead Quarterly Business Reviews (QBRs) and strategic check-ins focused on value realization, account health, risks, priorities, and next steps.
Monitor engagement, adoption, support themes, and stakeholder changes to identify risks early and coordinate proactive action.
Coordinate customer risks and escalations for assigned accounts, ensuring clear internal ownership, timely follow-up, consistent communication, and documented resolution plans.
Coordinate cross-functional resources across Implementation, Business Analysis, Technical Support, Product, Engineering, Account Management, and Leadership to address client priorities and protect relationships.
Proactively communicate business-impacting changes, service expectations, release information, and other updates that may affect the customer experience.
Identify opportunities for training, workflow improvement, broader product adoption, advocacy, and expansion, and partner with the appropriate internal team to execute.
Build and document the initial Customer Success operating model, including engagement standards, customer segmentation, health indicators, reporting, handoffs, templates, and scalable playbooks.
Maintain complete client records in approved CRM and Customer Success platforms.
Represent the voice of the customer by sharing recurring needs, risks, trends, and feedback internally.