Client Success Manager

Illumia, LLC • Alpharetta, GA

2d • Hybrid

About The Position

As a Client Success Manager (CSM), you’ll be a trusted partner to our clients, driving current solutions, staying up to date, and planning ahead for optimal product usage so they get the most value from our products. Partnering closely with the Account Executive (AE), you’ll proactively manage account renewals, foster client growth, and ensure every client feels supported and set up for success.

Requirements

• Bachelor's degree or equivalent work experience.
• 2+ years of experience in sales or customer service, preferably for a software technology company.
• Knowledge of the higher education market and ability to manage a book of business of 75+ accounts at any given time.
• Ability to work both independently and in a team environment, with strong oral and written communication skills.
• Technical proficiency with CRM systems (e.g., D365) and comfort managing quotes, orders, and account data across multiple platforms.

Nice To Haves

• Prior experience negotiating multi-year contracts and driving upsell/cross-sell revenue.
• Familiarity with the AHA! Ideas Portal, campus ID & commerce solutions, and third-party integration ecosystems.

Responsibilities

• Act as a trusted subject matter expert (SME), advising clients on solution architecture and product roadmap alignment based on their operational environment and strategic goals.
• Partner with AEs to execute joint account strategies that drive client success and revenue growth.
• Lead client onboarding for assigned accounts by ensuring proper account setup in D365 CRM, AHA! Ideas Portal, and support/training portals.
• Own the full Illumia renewal lifecycle, ensuring timely and accurate quote delivery and invoicing.
• Develop, negotiate, and secure multi-year renewal agreements, tailoring proposals to client goals and budget cycles.
• Monitor and report renewal pipeline status weekly in D365 CRM in collaboration with AEs.
• Generate and manage short-cycle quotes for software, hardware, and service add-ons aligned with territory goals.
• Facilitate scope and solution calls (e.g., conversion, add-ons) when AE coverage is limited.
• Approve sales orders by validating pricing accuracy, shipping address and contractual alignment with issued quotes.
• Provide real-time updates on order status, shipping, and resolve credit or return authorizations with minimal delay.
• Maintain complete and accurate client profiles, contact details and product information in D365 CRM, ensuring integrity for sales reporting and forecasting.
• Monitor account transitions, manage client loss processes, and oversee data quality across systems.
• Reconcile client data across D365 CRM and other internal systems, proactively identifying discrepancies and implementing corrections to maintain accuracy.
• Drive upgrade campaign execution by understanding upgrade paths, coordinating with Support, and tracking client migrations.
• Promote product utilization through training recommendations, upsell discussions, and cross-sell of third-party integrations.
• Support clients in managing the full lifecycle of their technology, including proactive planning for end-of-life equipment and ensuring a well-structured replacement strategy is in place.
• Contribute to AE-led pipeline reviews, Quarterly Business Reviews, and regional planning sessions to align strategies and share client insights.
• Promote and coordinate client engagement in product-focused webinars, regional events, user groups, and success programs to strengthen loyalty, uncover opportunities, and support marketing initiatives.
• Support the VP and sales leadership in achieving regional quotas by aligning client outcomes with business growth.

Benefits

• Flexible time off to include paid holidays and volunteer time.
• Robust health, dental, and vision insurance plans on your first day of employment
• Comprehensive employee assistance program (EAP)
• Employer-paid life insurance/AD&D/short-term and long-term disability insurance
• Flexible spending account (FSA) or health savings account (HSA)
• Matched 401(k)
• Employee stock purchase plan

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree