Senior Client Success Manager

Oversight Systems Inc•Atlanta, GA

About The Position

As a Senior Client Success Manager (CSM) at Oversight, you’ll serve as a trusted advisor to our key clients—driving retention, growth, and long-term success. You’ll lead strategic customer relationships, ensure product adoption, and collaborate cross-functionally to deliver exceptional client experiences. This role is ideal for someone who thrives on solving business challenges, building strong partnerships, and helping enterprise clients realize measurable value from our solution. You will be accountable for meeting or exceeding gross and net retention, upsell/cross-sell, and other key client KPI goals through strategic account planning and proactive client engagement. This role is responsible for deeply understanding the client journey and ensuring ongoing alignment with client outcomes. The Senior CSM also serves as the Voice of the Client within Oversight, collaborating closely with teams across Implementation, Delivery, Product, Finance, Support, and others.

Requirements

8+ yrs. Experience in SaaS Client Success role (exclusive of Account Management experience), specifically managing enterprise accounts.
Demonstrated success in achieving retention and growth objectives.
Comfortable in fast paced, dynamic environments.
Strong strategic and analytical thinking with excellent problem-solving skills.
Exceptional communication, presentation, and relationship-building abilities.
Proven cross-functional leadership and client advocacy skills.
Proficiency with Client Succes Platforms (e.g., Client Success, Gainsight, Churnzero).
Ability to travel up to 25% for client engagements and meetings.

Responsibilities

Manage and nurture strategic relationships with your client portfolio.
Develop proactive strategies aligned with evolving client and business goals.
Achieve and exceed gross and net retention goals.
Understand clients’ business objectives and demonstrate measurable ROI.
Maintain accurate records of account status, client data, and overall health.
Identify expansion opportunities and lead RFP process if required for renewals.
Establish and maintain strong relationships with key stakeholders to ensure engagement and alignment.
Clearly articulate product solutions that align with client business objectives.
Lead impactful client meetings, presenting data-driven insights and strategic recommendations.
Provide proactive support, best practices, and client education.
Demonstrate expert-level knowledge of Oversight products and capabilities.
Stay current on product capabilities to drive client adoption.
Act as a liaison between clients and the Product team, communicating client feedback.
Assess client risk factors, initiate escalation protocols, and maintain clear communication with leadership.
Develop strategic solutions to promptly resolve issues and ensure client satisfaction.
Collaborate effectively across Sales, Product, Engineering, Marketing, Finance, and executive teams.
Advocate internally for client needs to enhance alignment and product improvement.