Client Success Manager
About The Position
The Client Success Manager is the primary owner of the client relationship — responsible for day-to-day communication, account health, retention, and organic revenue growth within an existing client portfolio. This role blends the coordination and relationship management of a traditional Account Manager, the health-monitoring and churn-prevention focus of a Client Success Manager, and the revenue instinct of a Business Development Manager — all applied exclusively within the existing client base. The right person for this role is equally comfortable running a quarterly business review, spotting an upsell opportunity from a support ticket, and owning a client health score end-to-end. They do not chase new logos — they make existing accounts grow.
Requirements
- 3+ years of experience in Account Management, Client Success, or a similar client-facing role
- Demonstrated ability to manage a portfolio of accounts and drive retention
- Experience identifying and closing upsell or expansion opportunities within existing accounts
- Strong communicator with the ability to translate technical and operational topics for clients
- Proficiency with CRM tools and health tracking platforms
- Highly organized with the ability to manage multiple accounts and priorities simultaneously
Nice To Haves
- Experience in managed services, SaaS, LaaS, or digital infrastructure
- Familiarity with server environments, site migrations, or technical onboarding processes
- Background working cross-functionally with technical, support, and delivery teams
Responsibilities
- Serve as the primary point of contact for an assigned portfolio of clients
- Conduct regular touchpoints and proactive check-ins to maintain strong relationships
- Coordinate and facilitate Quarterly Business Reviews (QBRs) in conjunction with TAMs.
- Manage escalations with awareness and professionalism — routing internally as needed
- Own internal follow-ups to ensure client commitments are met on time
- Own and maintain client health scores (CSAT, NPS, engagement signals)
- Identify at-risk accounts early and lead churn prevention efforts
- Build and manage structured feedback loops between clients and internal teams
- Track client satisfaction trends and report on portfolio health regularly
- Ensure clients are fully onboarded, activated, and realizing value from services
- Identify and pursue upsell and cross-sell opportunities within the existing client base
- Own Net Revenue Retention (NRR) targets — not responsible for net-new MRR from new clients
- Recognize and develop expansion opportunities such as new server provisioning or additional site onboarding for existing clients
- Build and manage an internal pipeline of account expansion opportunities
- Collaborate with technical and delivery teams to scope and propose expansion solutions
Benefits
- Health, dental, vision, 401k benefits
- PTO and paid holidays.
- Ongoing training and professional development in client success and growth strategies
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
