Client Success Manager

Indeed•Stamford, CT

10d•$29 - $44•Hybrid

About The Position

In this role, you’ll drive proactive, personalized client engagement across email, phone, and video, prioritizing live conversations for complex or high-impact needs. You’ll monitor account health to quickly mitigate churn risks, protect revenue, and ensure full budget deployment aligned to client goals by removing pacing and delivery blockers. Using data, reporting, and customer insights, you’ll prioritize work and deliver evidence-based recommendations while accelerating the adoption of key products and employer tracking tools. You’ll meet SLA commitments through clear communication and consistent follow-through, maintaining thorough case documentation to ensure efficient resolution and continuity. Partnering cross-functionally — including with Sales — you’ll leverage escalation paths and internal resources to move complex work forward. You’ll complete required training, apply product and process expertise in real time, and contribute meaningfully in 1:1s by communicating wins, surfacing challenges, and identifying growth opportunities. This role is hybrid and requires in-office presence on Tuesdays and Wednesdays.

Requirements

Minimum of 4 years of related experience, or a Bachelor's degree.
Data Proficiency: Quickly analyze operational data and identify anomalies.
Unbiased Decision-Making: Formulate hypotheses based on data while maintaining an objective perspective.
Risk Prevention: Proactively assess and manage accounts in partnership with Sales to enhance effectiveness and results.
Motivational Skills: Understand client issues, identify problems, and coordinate internally to develop solutions.
Adaptability & Perseverance: Overcome obstacles, take ownership, and persistently think through and execute tasks.
Continuous Learning and Leadership: Prioritize ongoing self-improvement and take initiative to explore new markets.

Responsibilities

Drive proactive, personalized client engagement across email, phone, and video, prioritizing live conversations for complex or high-impact needs.
Monitor account health to quickly mitigate churn risks, protect revenue, and ensure full budget deployment aligned to client goals by removing pacing and delivery blockers.
Use data, reporting, and customer insights to prioritize work and deliver evidence-based recommendations.
Accelerate the adoption of key products and employer tracking tools.
Meet SLA commitments through clear communication and consistent follow-through.
Maintain thorough case documentation to ensure efficient resolution and continuity.
Partner cross-functionally, including with Sales, to leverage escalation paths and internal resources to move complex work forward.
Complete required training and apply product and process expertise in real time.
Contribute meaningfully in 1:1s by communicating wins, surfacing challenges, and identifying growth opportunities.
Protect and grow revenue by proactively mitigating churn risks, executing recovery strategies, and identifying expansion opportunities in partnership with Sales.
Deliver hiring outcomes by ensuring effective budget deployment and using data-backed optimization to improve performance.
Ensure a high-quality client journey through proactive communication, consistent SLA adherence, and reliable follow-through against KPI targets.
Drive adoption of priority products and tracking solutions to increase performance visibility and attribution.
Maintain operational excellence through thorough documentation, case management, and disciplined execution.
Resolve technical and integration issues by engaging internal partners and external vendors to ensure timely solutions.
Model inclusive, solutions-oriented behaviors by contributing expertise, exchanging knowledge, and promoting a collaborative team environment.