Enterprise Client Success Manager (CSM)

Clearwave Corporation•Atlanta, GA

5h•Hybrid

About The Position

The Enterprise Client Success Manager is responsible for ensuring Clearwave’s largest enterprise clients achieve measurable outcomes with our solutions. This role is focused on driving product adoption, delivering strong performance outcomes, and fostering long-term client relationships – resulting in client retention, expansion, and advocacy. The manager will own the overall success and measurable outcomes for enterprise accounts, develop client success plans, and ensure clients realize expected value and ROI. They will also be crucial in relationship management with senior stakeholders, identifying growth opportunities, and leading cross-functional collaboration to ensure a seamless client experience.

Requirements

10+ years of experience in Client Success, Account Management, or Strategic Consulting
Experience managing enterprise or strategic accounts
Demonstrated success driving client retention and expansion
Detail-oriented with the ability to establish and enforce accountability through specific programs and initiatives
Exceptional executive-level communication and relationship management skills
Willingness to travel up to 25%

Nice To Haves

Experience leading executive business reviews
Background in SaaS, technology, consulting, or data-driven solutions
Ability to translate complex solutions into measurable business value
Strong analytical and problem-solving skills

Responsibilities

Own the overall success and measurable outcomes for enterprise accounts, including all brands within that enterprise account
Develop and maintain client success plans aligned with customer business objectives.
Ensure clients realize the expected value and ROI from our solutions.
Monitor adoption, usage, and performance metrics regularly to proactively drive improvements.
Serve as the escalation point for strategic client issues.
Build and maintain trusted relationships with senior client stakeholders and decision-makers.
In collaboration with Sales conduct regular executive business reviews (EBRs) to align goals, results, and future opportunities.
Act as the primary liaison between clients and internal teams.
Identify risks to renewal early and implement mitigation strategies.
Identify opportunities for expansion, cross-sell, or upsell that align with client value.
Partner with Sales and Product teams to ensure continued client satisfaction and growth.
Serve as a key collaborator on new initiatives within and beyond Client Success.
Coordinate with Product, Support, Sales, and Operations to ensure a seamless client experience.
Advocate internally for client needs, product improvements, and strategic priorities.
Provide feedback loops from clients to influence product roadmap and service delivery.