Client Success Manager — NetSuite Solutions

Baker Tilly•Chicago, IL

About The Position

Baker Tilly is seeking a senior, quota-aligned Client Success Manager for its NetSuite Solutions practice, part of Digital Advisory Services and the Professional Sales Organization. The role owns a portfolio spanning Strategic Enterprise, Growth, and Mid-Market clients, adapting engagement depth and cadence to client tier and potential. The Manager serves as a trusted advisor before, during, and after the sale, leading NetSuite license, renewal, and services opportunities, coordinating cross-functional pursuit teams, and owning client success after projects are sold and delivered. The position focuses on building executive relationships, growing recurring product and services revenue, managing renewals and account expansion, and partnering with delivery teams to support project health, resolve escalations, and protect long-term client retention. It also contributes to client advocacy, marketing and events, accurate CRM and sales data, forecasting, AI-enabled business development, process improvements, and informal guidance for less-tenured colleagues. Success requires sustained effort and resilience in pursuing long-term client outcomes. Availability during core business hours and travel up to 10% are required. The stated pay range is $85,800 to $135,000; additional compensation may include performance- and sales-based commissions. Baker Tilly offers a comprehensive compensation and benefits package to eligible employees.

Requirements

Bachelor’s degree in a relevant field and at least 5 years of related professional experience.
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 as an integrated solution.
Experience with NetSuite, ERP platforms, software renewals, and related business applications.
Ability to build and sustain executive-level client relationships across strategic accounts and serve as a trusted advisor before, during, and after the sale.
Strong team-selling skills and experience coordinating sales, solution architects, PMO, and delivery leaders for services project sales.
Demonstrated success owning post-sale client relationships, monitoring delivery health, resolving escalations, and driving renewals, expansion, and retention.
Experience with data analysis and reporting tools, 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 listen actively, ask thoughtful questions, and translate client input into business requirements.
Ability to influence action, build consensus, and gain support to achieve shared objectives.
Ability to collaborate with distributed teams and work effectively in remote, in-office, and hybrid environments.
Availability during core business hours.
Ability to travel up to 10% of the time.

Nice To Haves

Experience selling NetSuite ERP implementation and optimization services, including scoping with technical solution architects, presenting proposals to executive stakeholders, and guiding clients from initial need through close.
Experience managing client relationships after NetSuite implementation 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 sustain executive relationships with client CFOs, COOs, controllers, and IT leaders, serving as a trusted advisor throughout the client lifecycle.
Tailor engagement models and business reviews to client tiers, assess needs, communicate Baker Tilly’s value, solicit feedback, and connect clients with internal resources.
Act as the executive liaison for escalated matters and coordinate with sales, service, product, PMO, consulting, and development teams to resolve issues.
Drive client retention, reference ability, advocacy, satisfaction, and development of client success stories, testimonials, and case studies.
Prioritize time and resources across the portfolio and identify Growth and Mid-Market clients with potential to expand.
Manage IT services sales cycles from opportunity identification and qualification through 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 keep teams aligned through close.
Position NetSuite software and professional services together as an integrated solution; serve as a pre-sales resource when appropriate.
Develop and execute account strategies to expand recurring product and services revenue.
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 on time.
Identify follow-on optimization, managed services, and support opportunities after implementation go-live.
Own the post-sale client success relationship, monitor delivery health and engagement quality, coordinate with delivery teams, surface risks, and manage client expectations.
Resolve escalations and drive renewals, expansion, and long-term retention; capture feedback and lessons learned for practice leadership.
Partner with sales and marketing on client communications, newsletters, campaigns, social media, webinars, SuiteWorld, and other client events.
Collaborate on co-branding, testimonials, case studies, and approved marketing initiatives; represent Baker Tilly at client, industry, or partner events as appropriate.
Maintain accurate account, contact, opportunity, activity, task, license, sales order, and customer tier records in Salesforce and other supported systems.
Follow transaction processes, audit customer and license records, maintain accurate pipeline and forecast data, and help improve internal workflows.
Use supported sales and client engagement platforms, including Salesforce, HighSpot, and ZoomInfo.
Support follow-up on escalated accounts receivable matters and complete timely activity tracking and time entry.
Provide clear commit and upside forecasts and reporting on client reviews, project pipeline and bookings, delivery health, support engagement, license revenue, renewal and retention, upsell activity, satisfaction, and partner engagement.
Use and contribute to AI-enabled business development tools for research, scoring, outreach sequencing, and proposal generation.
Model best practices in account planning, team selling, and client engagement; provide informal guidance and onboarding support to newer team members.
Contribute to improvements in client success, sales operations, and cross-functional handoffs between sales, delivery, and support.