Manager, Customer Success

4 Over llc•Columbus, OH

4d•$80,000 - $90,000•Onsite

About The Position

The Client Success Manager is responsible for leading the Client Success organization and ensuring the team delivers exceptional customer experience, retention, relationship development, and revenue growth across its assigned portfolio. This role leads the Client Success strategy, team performance, and customer engagement model while ensuring strong alignment between Client Success and Sales. The Manager will build a customer-focused, commercially minded team that understands each client's business, protects existing relationships, identifies opportunities for growth, and proactively engages customers. Client Success will partner closely with the Sales team to identify, develop, and pursue opportunities within existing accounts. Client Success is not a separate sales organization; rather, the two teams work together to strengthen relationships, develop opportunities, and grow the business.

Requirements

Prior experience leading a Customer Success, Client Success, Account Management, Sales, or similar customer-facing organization.
Demonstrated experience managing and developing a team.
Experience partnering with Sales to drive account growth and revenue expansion.
Experience managing enterprise or strategic customer relationships.
Strong CRM and Microsoft Office experience.
Strong leadership, coaching, and team-development skills.
Ability to build and maintain executive-level customer relationships.
Strong understanding of customer retention, account management, and revenue growth.
Strong commercial and business acumen.
Excellent communication, presentation, negotiation, and conflict-resolution skills.
Ability to identify opportunities and build collaborative strategies with Sales.
Highly organized, proactive, and results-oriented.
Strong analytical and problem-solving skills.
Ability to collaborate effectively across departments and organizational levels.

Nice To Haves

Prior print industry experience preferred.
Bachelor's degree preferred or equivalent experience.

Responsibilities

Lead, manage, coach, and develop the Client Success team.
Establish clear expectations, goals, processes, and performance standards.
Develop and execute the Client Success strategy and operating model.
Establish KPIs and reporting around customer health, retention, engagement, and revenue growth.
Ensure the team has the tools, resources, and training necessary to successfully manage their portfolios.
Foster a culture of accountability, proactive communication, collaboration, and customer ownership.
Ensure the team develops and maintains strong relationships across assigned accounts.
Establish standards for understanding customer objectives, purchasing behavior, challenges, and future needs.
Monitor customer health, satisfaction, retention risk, and revenue performance.
Proactively identify and address customer risks before they impact the relationship or revenue.
Support strategic customer meetings, account reviews, and Quarterly Business Reviews.
Partner with internal teams to resolve significant customer issues and improve the overall customer experience.
Build a strong partnership between Client Success and the Sales team to drive customer retention and revenue growth.
Ensure Client Success proactively identifies cross-sell, upsell, new product, expanded-volume, and other growth opportunities.
Establish clear processes for Client Success and Sales to collaboratively develop and pursue opportunities.
Ensure Client Success provides Sales with customer insight, relationship context, purchasing history, and business needs.
Partner with Sales on strategic account planning, customer meetings, presentations, proposals, and other commercial activities as appropriate.
Monitor account whitespace and opportunities to increase product adoption and share of wallet.
Ensure opportunities are appropriately documented and tracked in the CRM.
Establish a strategic account management framework for the Client Success organization.
Ensure key accounts have appropriate account plans, objectives, and action plans.
Analyze customer trends, revenue performance, retention, and whitespace to identify opportunities and risks.
Partner with Sales and other leadership to develop strategies for strategic and high-value accounts.
Build strong relationships across Sales, Operations, Customer Experience, Product Development, Marketing, Technology, and Finance.
Communicate customer feedback and market intelligence to the appropriate internal teams.
Monitor Client Success performance against key metrics, including customer retention, account growth, cross-sell and upsell opportunities, customer engagement, customer health, and escalations and resolution.
Provide regular reporting and insights to the VP of Sales, Enterprise and executive leadership.
Hold the Client Success team accountable for proactive account management and execution.

Benefits

Medical, Dental, Vision, Life/AD&D Insurance, Disability, and Flexible Spending Accounts (FSAs) for Health Care and Dependent Care
4over pays 100% of the employee’s premium for his/her Basic Life/AD&D Insurance in the amount of 1x the employee's annual salary, up to $500,000
Coverage will be effective on the 1st of the month following 1 month of continuous regular full-time employment
401(k) Retirement Plan
New employees are eligible to enroll the first of the month, following 1 month of employment
Semi-annual open enrollment (January 1st and July 1st)
Discretionary employer match; typically, 50% of employee deferrals up to 6% of compensation
Immediate Vesting
9 Paid Holidays
Accumulating PTO to be used after 90-days of continuous and active full-time service