Client Success Manager
About The Position
As a Client Success Manager (CSM), you will play a pivotal role in ensuring clients achieve their desired outcomes from our products and services. You will be responsible for ensuring client programs have established delivery teams, program and project plans, and for successful project and program delivery in accordance with scope of work. The CSM is also responsible for establishing strong relationships, driving service delivery, and fostering client loyalty. Your primary goals include maintaining project and program health, delivering measurable value to clients, securing contract renewals, and uncovering opportunities for account expansion. Preferred location: East Coast/Mid West or able to work East Coast hours
Requirements
- Experience: 6-8 years in project or program management, client success, and/or related roles, preferably in a client-facing SaaS or cybersecurity environment.
- Education: Bachelor’s Degree preferred, PMP Certification preferred
- Skills:
- Demonstrated ability to build and maintain strong client relationships focusing on delivering value.
- Excellent analytical and troubleshooting skills, with a proactive approach to addressing challenges.
- Exceptional verbal and written communication skills, with the ability to convey complex concepts in simple terms.
- Ability to manage multiple client-facing accounts and projects simultaneously, prioritizing effectively in a fast-paced environment.
- Familiarity with cybersecurity tools (e.g., Devo, Crowdstrike, Sentinel One, Splunk) preferred
Responsibilities
- Plan, coordinate, and manage service delivery for individual projects and multi-year managed contracts
- Maintains and applies a broad understanding of financial management principles to ensure decisions are fiscally sound and responsible
- Ensure delivery is in-line with scope of contract and aligned with client expectations, including budget, resource assignment, and project hourly estimates
- Manage multiple program and project schedules to meet deadlines
- Lead, coordinate, and plan client facing meetings
- Work collaboratively with multiple service teams and other departments, including business development, finance, marketing, and business intelligence.
- Serve as the primary point of contact for clients, building strong relationships with key stakeholders and acting as their advocate within the company
- Monitor and analyze client health metrics to identify risks and opportunities, taking proactive steps to drive engagement and retention
- Develop strategic plans to ensure successful renewals and increase client loyalty
- Consistently identify account growth opportunities such as upselling and cross-selling
- Collaborate closely with the Sales team to formalize growth strategies and secure additional business
- Provide regular updates on client health, churn risk, and other key metrics to internal stakeholders
- Work closely with the support and engineering teams to track clients’ issues, ensuring client satisfaction
- May be required to travel up to 5% of the time.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
