Client Success Manager Job Description

A Client Success Manager makes sure software customers keep getting value after purchase. In subscription businesses, revenue arrives through annual renewals and expansions, so the manager carries a book of mid-market or enterprise accounts from first login to the renewal conversation, answering to retention and net revenue targets rather than new-logo quotas. The hard part is adoption. Usage data, executive sponsor sentiment, and Net Promoter Score can point in different directions, and the manager decides which signal predicts churn before a renewal is at risk.

In this seat, the Client Success Manager protects and grows recurring subscription revenue by making sure each assigned account reaches its stated business outcomes and sees enough value to renew. Scope typically covers a defined portfolio of customer accounts, with a reporting line to a Director of Client Success and close work alongside account executives.

Career Impact: Owning net revenue retention for a named book of business gives you results software employers ask for.

Business Impact: Every renewal secured and churn risk caught early protects recurring revenue that sales would otherwise need to replace.

Growth Opportunity: Strong books lead toward Senior or Strategic Client Success Manager titles and larger enterprise portfolios.

Company Value: Many teams tie the work to a stated mission, such as workplace safety or employee engagement.

• Own a portfolio of client accounts, serving as the primary contact from onboarding through annual contract renewal.
• Lead onboarding and adoption plans that move new clients to first value quickly after the sale.
• Monitor product usage, engagement trends, and account health data to identify churn risk and build recovery plans.
• Drive upsell, cross-sell, and expansion opportunities in partnership with account executives and sales leadership.
• Coordinate quarterly business reviews that present adoption metrics, outcomes, and recommended next steps to executive sponsors.
• Negotiate renewal terms and pricing proposals to secure contract renewals ahead of expiry dates.
• Collaborate with support, implementation, and product teams to resolve escalated client issues quickly.
• Represent the voice of the client to product management, sharing feedback that informs the roadmap.

• Bachelor's degree in Business, Communications, or a related field, or equivalent work experience.
• 2 or more years of customer success or account management experience, with ownership of a client portfolio.
• Demonstrated ability to manage renewals, retention, and expansion across a book of business in a subscription setting.
• Strong written, verbal, and presentation communication skills for audiences from end users to C-level executives.
• Analytical skills in translating usage and engagement data into insights and recommendations clients can act on.
• Experience building trusted relationships with multiple stakeholders across an account, including executive sponsors.
• Organizational and project management skills to handle multiple accounts and concurrent priorities with minimal supervision.
• Problem-solving ability to resolve client escalations while working across internal technical and non-technical teams.

• Prior experience in a SaaS or software environment serving high-value mid-market or enterprise clients.
• Experience negotiating contract terms and pricing proposals to close expansion and renewal agreements with clients.
• Industry knowledge relevant to the client base, such as fleet safety, real estate, or HR technology.
• Quota-carrying or consultative sales experience, or experience building and improving Client Success processes at a growing company.

• Gross revenue retention rate, measuring how much book revenue renews each year.
• Net revenue retention percentage, reflecting renewals plus expansion within managed accounts.
• Logo churn rate, counting accounts lost across the assigned portfolio per quarter.
• Time to first value in days, tracking how quickly onboarded clients reach adoption.
• Net Promoter Score, gauging client sentiment across managed accounts after reviews.
• Product adoption rate as a percentage of licensed users active monthly.

• Base Salary Range: $75,000 to $110,000 per year for mid-level roles in US software companies
• Bonus: Variable pay of 10% to 20% of base, tied to retention and expansion targets
• Equity: Stock options or RSUs common at venture-backed and public software companies
• Health Benefits: Medical, dental, and vision coverage, often with employer-paid premiums and HSA options
• PTO: 15 to 20 days plus holidays, or flexible time off at many firms
• Common Perks: Remote or hybrid work, home office stipend, learning budget, and wellness allowances

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Candidates must be authorized to work in the United States, and any offer of employment is contingent on successful completion of a background check. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by federal, state, or local law. Reasonable accommodations under the ADA are available on request throughout the hiring process.

The Client Success Manager delivers revenue growth for a portfolio of hotel clients by optimizing their online booking platforms for conversion and negotiating contract renewals that protect client retention. Reporting to the team leader who sets yearly and monthly revenue targets, the Client Success Manager works alongside the in-house Digital Marketing team to raise online visibility for each hotel.

Key Responsibilities

• Work closely with a portfolio of clients to drive and grow their revenue.
• Liaise with the team leader to set yearly and monthly revenue targets for each hotel client and work to achieve and surpass these.
• Communicate with clients on an ongoing basis to ensure their online booking platform is optimized to ensure the highest rate of conversion possible and that they are availing of all upgrades.
• Continuously develop online strategies that meet each client's needs based on market trends.
• Liaise with the in-house Digital Marketing team to maximize the online visibility of the hotel clients and to drive qualified traffic to the client's website.
• Work with clients to ensure their website is fully optimized for conversion using the latest conversion optimization strategies.
• Educate clients on new initiatives in both digital marketing and technology that will give a client an opportunity to be an early adopter.
• Advise clients of new products and identify opportunities to upsell and cross-sell products and services to clients, which will increase their revenue and efficiency.
• Be proactive in negotiating contract renewals with clients as these are key to Client Retention.
• Keep abreast of key trends in the industry and share them with clients.
• Seek out new client opportunities where feasible and feed into the Sales & Marketing team.

Required Qualifications

• 3 or more years working within the Hospitality Industry and/or a related 3rd Level Qualification.
• Experience working in a Revenue role is essential.
• Strong knowledge of digital marketing trends and useful applications.
• Experience in the Mac OS X environment is an advantage, but is not essential.
• Strong communicator who is analytical, organized, and time-efficient, and comfortable presenting to both internal and external audiences.
• Ability to work and thrive in a multi-tasked environment.
• Ability to work as a team player with a cooperative approach and forge strong peer-to-peer working relationships.
• Willing to embrace a challenge outside of the comfort zone.
• Ability to apply a problem-solving attitude through a proactive approach.
• Fluency in English is mandatory, and an additional language (German) would be an advantage.

Embedded within the Client Success team, the Client Success Manager builds client accounts both wide and deep on a staffing app, grounding each relationship in Quarterly Business Reviews and a clear view of desired outcomes. Working closely with the Sales & Marketing team and Client Support, the Client Success Manager turns client data into demand forecasts and referrals that lower churn and increase the company's share of each client's business.

Core Functions

• Drive client success and growth across the entire client ecosystem while reinforcing the company's mission of Human Betterment.
• Proactively build relationships and grow client accounts both wide (number of related accounts) and deep (volume of shifts and billing revenue).
• Develop a deep understanding of each client's segment, business, desired outcomes, and predicted gaps in success.
• Work closely with the Sales & Marketing team to ensure potential clients are set up for success and their transition to Client Success is smooth.
• Ensure clients start using the app quickly after downloading it and understand how to use the app to achieve their desired outcomes.
• Work closely with the Client Support team to ensure clients receive the support they need to achieve their Desired Outcomes.
• Provide escalation support for break/fix issues.
• Develop strong relationships with clients and provide product demonstrations and training on an ongoing basis.
• Analyze data, identify insights, then prepare and present Quarterly Business Reviews to clients.
• Develop and implement strategies to minimize client churn.
• Actively seek referrals from clients to other business units and new businesses, and increase the company's share of their business.
• Prepare and present demand forecasts internally that include positions, volume, timing, and locations for predicted demand per client.
• Ensure the Client Success pipeline and client data in the CRM are updated daily.

Qualifications & Experience

• 2 or more years of enterprise client success experience, preferably in a staffing environment.
• Proven track record of delivering strategic support to support business development efforts as well as help clients achieve their goals.
• Working knowledge of the staffing industry is a plus.
• Demonstrated ability to manage opportunities through a pipeline and structured sales process.
• Exceptional communication skills, including verbal, written, and presentation skills.
• Available for 1 to 2 days per week of in-office visits.
• Willing to work outside traditional business hours on rotation as well as make frequent on-site client visits.

Reporting to the Client Success organization, the Client Success Manager owns a portfolio of strategic enterprise accounts from onboarding through each annual contract renewal, holding CSAT, renewal, and net revenue retention targets. Partnering with Sales on upsell strategy, the Client Success Manager turns usage insights into higher adoption and perceived value for every client.

Primary Duties

• Perform initial onboarding of clients, providing a flawless transition from sales and ensuring a quick "time to value" and strong adoption of products and services.
• Execute a comprehensive engagement and communications strategy that proactively maintains high client satisfaction.
• Serve as the client's first point of contact for critical situations, answering questions, securing internal resources, coordinating meetings, and collaborating on management of projects.
• Perform periodic partnership reviews that confirm progress towards the client's defined objectives and satisfaction, resolve issues, and discover additional needs and use cases to expand use throughout the account.
• Develop tools, processes, and best practices to ensure clients are realizing the greatest possible value from their membership.
• Track usage patterns to gain insights, uncover trends, and develop strategy to increase client adoption and perceived value.
• Collaborate closely with Sales to share client insights and develop strategies to uncover upsell/cross sell opportunities.
• Provide expert client insight to other internal teams on what innovation and continuous improvement are needed in the user experience, product capabilities and features, and client engagement processes.
• Exceed all performance targets, including maintaining assigned CSAT, renewal, and net-revenue retention rates.
• Build trust and create meaningful relationships among champions and key Executives within each account.
• Identify and forecast risk as well as growth opportunities within the portfolio.
• Conduct all activities related to the renewal of the client contract each year.

Skills & Qualifications

• 5 or more years of SaaS Customer Success, Account Management, and/or consulting experience with high-value, strategic Enterprise clients.
• Work experience interfacing with the C-Suite on critical business objectives.
• Experience in facilitating and conducting on-site client visits for the purpose of onboarding/training and/or continuing and expanding the business relationship.
• Experience with quota-carrying sales and project management.
• Experience working in a start-up environment preferred.
• Experience in leading a team of CSMs or AMs, building a function, and developing and improving processes.
• Strong understanding of best practices relevant to retaining and growing accounts within a personal portfolio while mitigating risk.
• Proven ability to maintain highly valuable and outcome-based relationships with a diverse client account base.
• Capacity to be forward-thinking, flexible, and easily adaptable to change.
• Strong empathy for clients and interest in revenue and growth.
• Proven ability to be proactive, results-oriented, and persuasive, with a value-added mindset.
• Strong communication skills (written, verbal, and presentation), with the ability to articulate a product's capabilities and value proposition to a variety of levels within a client's organization.
• Excel at building credibility and trust by understanding and addressing the client's obstacles, business requirements, and objectives.
• Ability to stay organized and manage multiple tasks across a varied set of responsibilities.

Sitting at the intersection of member services and financial risk analysis, the Client Success Manager owns a book of members on a financial health rating exchange, driving renewals and upgrades from standard to premium memberships. Operating across Client Delivery and Operations, Marketing, and Product, the Client Success Manager answers to the Chief Client Officer and builds the performance reporting Senior Management uses to scale member success.

Duties

• Act as the dedicated contact for a book of members to ensure successful service delivery, processing of membership renewals, and payment collection.
• Become an expert in the exchange platform and a resource for members' needs, respond to questions and provide technical troubleshooting.
• Enrich understanding of member personas and provide insight into how to develop platform functionality that addresses their business needs.
• Understand the nuances of the methodology underlying the financial health rating and translate analyses for members as needed.
• Develop workflows and policies to ensure continued success of the business and maximization of member value.
• Automate the operations by using Client Success platforms.
• Deliver strong retention rates and upgrade rates from standard into premium memberships.
• Develop key performance drivers to ensure strong renewal rates and translate these drivers into reporting for Senior Management.
• Establish a foundation for scalable growth of a Member Success organization in the future.

Requirements

• Bachelor's Degree in Business, Finance, or related field.
• 4 or more years of progressive experience in a client/member success role or related disciplines in a B2B environment, with experience in SaaS, Technology, Finance, Risk Management, or Supply Chain industry a plus.
• Experience supporting network-based communities is a plus.
• Proven track record of owning a book of business.
• Strong technological and financial acumen.
• Solid analytical skills as an entrepreneurial thinker.
• Experience with Salesforce, ChurnZero, and/or Gong.
• Superior verbal, written, and presentation communication skills.
• Ability to act as an attentive relationship builder who successfully partners based on transparency, respect, and mutual advantage.
• Capacity to take initiative, driven to constantly enhance the way the team works to achieve company growth goals.
• Competent as a mindful business partner capable of working with other key leaders to help them achieve goals.

A key member of the Client Success Team, the Client Success Manager leads relationships with institutional investment clients as their primary liaison, presenting new functionality and running periodic strategic relationship reviews. Collaborating across the Implementation Services team and the Renewal & Expansion Manager, the Client Success Manager raises product adoption and protects retention.

Functions

• Take overall accountability for the client's success, which includes increasing engagement, product demonstrations, retention, and overall satisfaction.
• Establish a trusted strategic advisor relationship with each client and drive continued value of the products and services.
• Successfully navigate both client-facing and internal demands to facilitate the resolution of obstacles that could jeopardize client relationships.
• Coordinate and deliver routine and recurring communication to client management and performance measurement teams.
• Manage client expectations effectively and ensure key enhancements to all products and services are effectively communicated.
• Present and train clients on new functionality as well as conduct periodic strategic relationship reviews.
• Identify opportunities for account growth and collaborate with the Renewal & Expansion Manager to increase product adoption.
• Onboard new clients through proactive outreach while coordinating efforts with the Implementation Services team.
• Work collaboratively with the technology team in the ongoing development and maintenance of the products and services.
• Represent the voice of the client, capture, and communicate all requirements to the business.

Experience & Qualifications

• Bachelor's degree required, or equivalent experience.
• Minimum of 3 years' experience in a client support position, with financial services experience preferred.
• Experience in client orientation, specifically establishing, promoting, and nurturing good client relations (both internal and external), obtaining firsthand client information and using it to meet their needs, finding the right balance between client needs and company needs, and cross-selling new products.
• Working knowledge of basic investment concepts and of the institutional investment industry and its constituents is preferred.
• Strong project management skills to help drive new client implementations and other projects.
• Prior experience with Zendesk, Salesforce, or equivalent software platform.
• Solid planning and organization skills, specifically marshaling resources, documenting and simplifying complex tasks, and managing multiple detailed client requests at one time.
• Good communication skills, specifically delivering client training, organized, concise, and clear speaking and writing styles, and awareness of how to use the communication method and tone appropriate to the context to achieve corporate goals and objectives.
• Proficient in problem solving, specifically the ability to select, organize, and analyze pertinent information in formulating options and recommending solutions.

Contract expansion across Enterprise and Government accounts depends on the Client Success Manager, who builds relationships with IT and business leaders and proves the value of a research and advisory subscription through regular retention and bright spot analysis. Serving as a true partner to decision makers, the Client Success Manager recommends programs of action that raise return on investment and grow each account.

Accountabilities

• Build, develop, and manage relationships with a variety of clients in IT and Business leadership roles, ensuring they are successful in the use of their subscription.
• Introduce Research & Advisory services and capabilities to new clients as well as communicate value to decision makers.
• Identify opportunities for account retention and growth through contract expansion, introducing new services and products, by becoming a true partner to clients.
• Facilitate client calls and engagements to surface client priorities, and recommend a program of action that drives high value and return on investment on their subscription.
• Conduct regular retention and bright spot analysis of the client book of business that provides insights into performance and key client engagement metrics.
• Master and consistently execute the company's account management methodology.

Technical Qualifications

• Bachelor's degree is required, and a Master's or advanced degree is a plus.
• 2 or more years of consultative Sales or Account Management experience.
• Track record of overachievement on goals or quotas.
• Strong proficiency in computer skills.
• Proficiency in account planning and an understanding of territory management.
• Strong executive presence, intrinsic drive, natural curiosity, and coachability.
• Excellent written communication and oral presentation skills.
• Committed to a high level of integrity, customer service, and the ability to work with autonomy and trust.
• Comfort influencing and building trust-based, value-added relationships with senior executives.
• Ability to be solutions-oriented, constructively suggest a better way of working, and successfully manage ambiguity and change.
• Willing to be teachable, seek feedback to improve, and know best practices while aiming for continuous improvement.

As the Client Success Manager, this role delivers revenue growth and retention across an assigned territory of accounts payable software customers, turning usage data into tailored solutions that lift client Net Promoter Score. The territory team, led by the Strategic Customer Success Manager, relies on this work to prevent churn and align internal stakeholders around each client's goals.

Activities

• Achieve the assigned territory's revenue growth and retention goals.
• Sustain business growth and profitability by aligning client needs with the company's solutions, encouraging and driving adoption of new functionality where applicable.
• Engage with customers on a regular cadence, both in person and virtually, to foster relationships, add value, drive adoption, and grow revenue.
• Analyze and clearly articulate data insights to help clients maximize their software usage.
• Operate successfully in a cross-functional team environment, engaging the appropriate internal stakeholders when necessary to ensure the highest quality customer experience.
• Influence positive client satisfaction as measured by client Net Promoter Score (NPS).
• Prevent client churn.

Position Requirements

• Bachelor's degree preferred.
• Prior account management experience, preferably in the software and/or real estate industry, is also preferred.
• Deep client understanding and credible knowledge of the platform.
• Superior problem-solving capabilities to effectively strategize, execute, and resolve various client situations/escalations.
• Solid analytical competences and intellectual curiosity.
• Strong communication and interpersonal skills, with the ability to provide consistent, excellent customer service.
• Effective time and priority management skills.
• Willing to travel up to 30%.

Client Success Manager shapes adoption and engagement for Mid-Market clients of an employee program, guiding each rollout with project timelines and owning contract renewals and expansions. The work directly supports the Implementation team, the Engagement Managers, and the sales team, feeding the voice of the Client into the sales process and product roadmap.

Operational Focus

• Understand the Mid Market Clients' business needs and help them succeed.
• Enable successful roll-out of the program to Client employees, working with the Implementation team, building out project timelines and managing the delivery of the program.
• Maintain an agreed cadence of communicating with Clients about their adoption trends, sentiment, and opportunities for deeper engagement.
• Work closely with the Engagement Managers to roll out new engagement strategies.
• Work closely with the sales team to improve Client readiness pre-sales and support clients to drive retention, expansion and upsell.
• Identify opportunities for Clients to act as advocates (e.g., testimonials, case studies).
• Represent the voice of the Client to inform the sales process and product roadmap.

Knowledge, Skills & Abilities

• 2 to 3 years in Customer Success, Project Management, Relationship Management, Account Management, or similar role.
• Experience working with Mid-Market Clients to negotiate contracts and pricing proposals to close expansion and renewal agreements.
• Experience building and maintaining relationships, with a focus on driving engagement.
• Strong analytical skills, with the ability to translate data into insights.
• Strong PowerPoint/Keynote skills, with experience in Adobe InDesign or Illustrator preferred but not required.
• Exceptional communication skills, highly organized, collaborative and detail-oriented.
• Commitment to helping Clients reach their goals, with an empathetic, positive attitude.
• Solid results-driven mentality, with a bias for speed and action.
• Comfort in a rapid growth environment where the team moves quickly and wears many hats.
• Fluency in English; German also highly desirable.

The Client Success Manager oversees advertising campaigns from the post-sale phase through completion, balancing the goals of each client and its agency while conducting campaign analysis. Reporting within the client success team, the Client Success Manager partners with Creative Strategy and Sales so that campaigns sold by direct sales teams launch and perform as planned.

Key Deliverables

• Deliver campaigns from the post-sale phase to development, through to completion, managing the client relationship and conducting campaign analysis.
• Handle day-to-day management of key accounts.
• Handle multiple projects efficiently, effectively and productively.
• Effectively balance the goals of the client and the agency.
• Partner with the Creative Strategy team to align client objectives with the company's capabilities.
• Facilitate collaboration with internal teams to plan, build and launch campaigns.
• Incorporate senior management and other departments as project objectives and issues warrant.
• Work closely with the Sales team to acquire new clients and maintain existing client relationships.
• Attend client meetings as needed.

Professional Experience

• 2 to 4 years of experience at an advertising agency or digital publisher.
• Experience in digital marketing and/or advertising.
• Prior programmatic experience is preferred.
• Strong understanding of interactive advertising technologies and trends.
• Willing to acquire knowledge and be conversant in client business goals and processes.
• Solid strategic and creative thinking skills, with a proactive, thorough, and accurate approach.
• Ability to take ownership and be accountable for all work, with the initiative to learn new skills on the fly.
• Comfort working in small, collaborative teams with a lot of autonomy as a self-starter.
• Ability to get a point across clearly and effectively regardless of the audience, as an outgoing communicator.
• Able to prioritize, organize, and manage multiple concurrent projects.
• Strong written and verbal skills with a commitment to a professional approach in client management/services.
• Ability to demonstrate confidence and authority as a representative of key accounts.

Embedded within cross-functional deployment teams, the Client Success Manager develops customized Program Management Plans that meet each client's safety program objectives and serves as a subject matter authority on organizational change and risk management. Working closely with the Account Team, the Client Success Manager supports Safety Leaders day-to-day and pursues renewals and expansion opportunities that keep churn low.

Areas of Ownership

• Handle the day-to-day program support needs of the assigned customer base.
• Develop and implement a customized Program Management Plan to meet Clients' safety program objectives.
• Build enduring relationships resulting in high levels of client engagement with assigned accounts.
• Design and configure the platform to meet the unique needs of the client and solve any issues during deployment.
• Act as a subject matter authority on topics including organizational change, communication strategy, risk management, coaching techniques and more.
• Work with cross-functional teams to ensure smooth execution of installations, training and customer support.
• Provide day-to-day support to Safety Leaders.
• Partner with the Account Team on expansion opportunities and renewal efforts.
• Work to mitigate churn.
• Manage or lead special projects as needed.

Background & Experience

• 2 to 3 years' experience in a client success role required, within a SaaS environment or relevant industry preferred.
• Experience working with all levels of an organization.
• Demonstrated success managing sophisticated projects.
• Experience with managed services, trucking, and the fleet industry is highly preferred.
• Strong technical skills, with the ability to learn technical products quickly and work effectively with both technical and non-technical teams.
• Strong customer orientation and resolution skills.
• Ability to effectively present key performance metrics to executive-level clients.
• Excellent written and verbal communication skills, particularly strong persuasion and consultation skills.

Reporting within a cross-functional team, the Client Success Manager develops scalable onboarding and education programs that help job seekers succeed with product installation and adoption. Partnering with the product team as the voice of the customer, the Client Success Manager advances new solutions that shape roadmap priorities.

Role Responsibilities

• Perform hands-on customer management to drive the success of product installation and adoption.
• Consult with customers to deliver insights, metrics, and recommendations.
• Build long-term onboarding and success programs and workflows for users.
• Develop educational content to drive product adoption.
• Collaborate with the cross-functional team to proactively remove blockers and find solutions for customers.
• Represent the voice of the customers to the product team to advocate for new solutions and influence product roadmap and prioritization.

Required Qualifications

• 2 to 4 or more years of experience in a program management or operations role.
• Experience managing customers via email, chat, and phone calls.
• Solid analytical and problem-solving skills to understand complex problems and issues no matter how large or small.
• Excellent interpersonal and communication skills with an ability to build strong internal and external relationships.
• Good diplomacy, tact, and poise when working and communicating with customers.

Sitting at the intersection of life sciences clients and video game development, the Client Success Manager refines scope of work for custom product content and keeps project costs, expectations, and design goals aligned from kickoff onward. Operating across Business Development, Sales, Production, and Medical teams under the Director of Client Success, the Client Success Manager protects product integrity so games meet the objectives defined with clients.

Job Functions

• Immerse in and become an SME in the company's diverse portfolio of technologies and capabilities.
• Align project execution with the leadership product strategy as it develops and evolves.
• Collaborate with business development and medical staff to develop the appropriate medical knowledge to support client discussions.
• Ensure both external and internal teams are aligned on expectations at the kickoff of a new project.
• Proactively manage conversations around project costs and identify when and how to escalate issues with a client.
• Defend product integrity from misinformed decision-making either externally or internally.
• Develop the scope of work language with business development in terms of design for custom product content and validate the accuracy of the development scope with internal teams.
• Meet face-to-face with clients who have scope needs outside of predefined solutions, work through specifics with the sales team, and coordinate internally high-level design direction.
• Coordinate with internal teams on client needs in the marketplace to support the design and development of new templated offerings.
• Travel occasionally to client locations prior to the sales team for kickoffs.
• Collaborate with the production team to extract requirements on product needs and wants for projects.
• Collaborate with game designers to ensure game design goals are achieving objectives defined with clients.
• Actively learn about new technology and methods of video game player engagement.

Qualifications & Experience

• 3 or more years in the digital media industry or a client-facing position in technology, ideally in the Life Sciences.
• Experience working with cross-functional teams and influencing C-level executives.
• Experience in consultative selling environments, ideally software.
• Experience working in a start-up, ideally.
• Excellent problem-solving and creative thinking skills.
• Deep experience with Microsoft Office (Excel, PowerPoint, etc.) and Google Suite (Docs, Sheets, Drive, etc.).
• Ability to clearly communicate both written and orally, collaborate, and work effectively on a team.
• Display patience and cultural sensitivity in communications with internal and external resources.
• Capacity to stay self-motivated and high-energy, with the ability to focus and adapt to different situations.
• Excellent organizational, analytical, interpersonal, and leadership skills.

A key member of the customer success organization, the Senior Customer Success Manager advances adoption across multiple large enterprise software accounts, defining adoption criteria and leading QBRs built on production data. Collaborating across sales, services and global support, the Senior Customer Success Manager generates upsell leads and referenceable clients that keep retention high.

What You'll Do

• Generate leads for services, upsell and solution upgrades.
• Define criteria for solution adoption and help customers achieve high adoption of the software.
• Coordinate and drive QBR and customer-facing meetings using production data and usage analysis, understanding what the data is saying/not saying and shaping adoption best practice recommendations, usability of the solution, and achievement of customer goals and objectives.
• Work with sales and the executive sponsor to participate in business and operational reviews with customers.
• Proactively engage with clients to determine opportunities for growth, problem resolution, etc.
• Analyze and help customers achieve high use of deployed solutions.
• Build relationships and earn the trust of customers, understand their requirements, and act as a technical advocate and escalation point.
• Ensure critical customer issues are addressed quickly and effectively by collaborating with Product Development, Professional Services, Cloud Operations, and Quality Assurance in a global environment.
• Follow and ensure process standardization and manage multiple accounts.

Skills & Qualifications

• 3 or more years of experience in Customer Success Management/Professional Services.
• Experience building relationships with various levels of stakeholders in large enterprises.
• Experience with the SaaS or retail industry.
• Experience at a global software or consulting firm is a plus.
• Previous experience growing customer adoption and preventing customer churn is a big plus.
• Excellent interpersonal and communication skills.
• Able to work well both in a team environment and independently under minimal supervision.

Annual renewals and upsells across the book of business depend on the Client Success Manager, who develops trusted relationships with every client contact and moves new clients from implementation to full platform adoption. Serving as the internal advocate for clients, the Client Success Manager relays their needs to Sales, Business Development, Client Delivery, and Product Management while working to prevent churn.

Day-to-Day Responsibilities

• Drive upsell and retention opportunities into the book of business.
• Establish trusted relationships with clients by maximizing engagement across customer contacts.
• Ensure client expectations are exceeded consistently.
• Transition new clients into the company and create a consistent process across all clients.
• Use software and best practices to track and document customer interactions.
• Uphold deep knowledge of and ability to educate clients on the platform.
• Develop standard methodologies and process strategies.
• Understand client business goals and anticipate future needs to deliver optimal solutions.
• Ensure the client is able to fully use the platform to meet their performance and operational efficiency goals.
• Conduct check-in points with key clients.
• Elicit client feedback to act as an internal advocate for clients.
• Communicate regularly with the customer to evaluate satisfaction.

Requirements

• BA/BS degree or similar college-level education, or relevant skills or equivalent experience instead of a degree.
• 1 or more years of experience in a Customer Success, Account Management, or Relationship Management role within a SaaS business; a digital marketing environment preferred.
• Experience working with C-level executives, multiple client teams, and handling multiple stakeholders at once.
• Strong analytical and problem-solving skills.
• Collaborative and detail-oriented, with the ability to handle multiple priorities at once.
• Comfort working with tight deadlines and ambitious growth targets as an ambitious and motivated team player.
• Extraordinary communication skills and organized project management.

As the Client Success Manager, this role oversees an assigned set of safety software accounts, implementing new clients by tailoring the system and holding accountability for adoption and revenue across the client base. The account management team counts on this work to align solutions with each client's specific needs and resolve concerns on time.

Scope of Work

• Take complete proactive ownership of the assigned set of accounts by developing professional, cooperative relationships, and ultimately be responsible for ensuring that client needs are being met and exceeded.
• Accountable for client adoption, maintaining revenue for the assigned client base.
• Promote and expand use of the safety software services within the assigned client base.
• Work with account managers to align and create appropriate solutions to meet the specific needs of each client.
• Maintain and track all client communications through Salesforce.
• Build and maintain the client site using the back office toolset.
• Implement new clients by tailoring the system to meet the needs of their organization.
• Address client concerns and ensure the resolution of issues on time, with follow-up when appropriate.

Experience & Qualifications

• BA/BS degree in a related field.
• 2 to 4 years' experience in a customer-facing, service-oriented position focusing on relationship management.
• Previous successful experience and confidence presenting new ideas to clients and high-level executives.
• Working knowledge of strategic business issues at a moderate level and the ability to match client problems with the company's solutions.
• Proficiency in Microsoft Office suite (Excel, Word, PowerPoint), CRM (Salesforce), and the ability to learn additional software.
• Ability to perform in a self-managed environment as a self-starter with a drive to succeed.
• Excellent interpersonal skills to develop strong business relationships with clients, with a charismatic and assertive approach.
• Committed to a service-oriented attitude with a combination of outstanding customer skills, attention to detail, and expertise in resolving customer issues quickly.
• Excellent phone and conversational skills in addition to well-developed presentation and writing skills.
• Strong work ethic and ability to work independently with minimal supervision.
• Excellent organizational skills and time management, goal setting, and prioritization capability.
• Ability to adapt to new conditions, assignments, and deadlines.
• Ability to thrive working in a team environment.

Client Success Manager oversees the entire post-sales relationship with college campuses and their food service operators, project managing each campus launch, including on-demand delivery. Success in the position means growing engagement with students on every campus, working alongside Product, Engineering, Operations, and Support and using market metrics to set campus priorities.

Work Activities

• Own the entire post-sales relationship with signed accounts.
• Project manage the operational set-up and deployment of each campus launch, including on-demand delivery.
• Manage the growth and success of each campus through planning and implementation of market strategies and maintenance of client partnership.
• Provide exceptional client service, proactively problem-solve to identify and resolve any account issues.
• Lead cross-functional execution of product implementation with Product, Engineering, Operations, and Support.
• Closely monitor, measure, and report on key performance metrics in each market.
• Use data to determine priorities for campus-specific initiatives.

Technical Qualifications

• 2 or more years of experience in account management.
• Proven track record of building strong cross-functional relationships.
• Strong proficiency in Excel, with a highly analytical and data-driven approach.
• Strong interpersonal communication skills, both verbal and written.
• Ability to be resourceful, creative, and find innovative ways to achieve results.
• Capacity to be exceptionally detail-oriented and multi-task.
• Comfort with ambiguity and change, and working independently.
• Previous start-up experience is a plus.

The Client Success Manager coordinates support for equity compensation plan clients, including senior-level decision-makers, resolving inquiries through phone, email, and a ticketing system while keeping client documentation and software data accurate. Reporting into the client success support team, the Client Success Manager works with Relationship Management and takes ownership of client satisfaction on escalated issues.

Performance Expectations

• Provide customer success, solutions and support to clients, including senior-level decision makers, by responding to their inquiries by phone, email, and through the ticketing system.
• Demonstrate exceptional prioritization and time management skills and, through escalating when appropriate, develop, maintain and enhance long-term client relationships.
• Proactively identify potential issues and work with team members and other internal stakeholders to find solutions.
• Track and manage open issues identified by customers or monitoring tools, escalating as appropriate to ensure resolution and customer satisfaction.
• Ensure client documentation is current, complete and consistent with all client and platform processes.
• Process timely and accurate data updates, data manipulation and data management by updating the software per client instruction.
• Identify errors and potential issues and work collaboratively with team members and internal stakeholders to find timely and appropriate solutions.
• Participate proactively in ongoing training to expand knowledge base, focusing on industry knowledge and platform expertise to better support clients.
• Test fixes to issues and stay involved in any additional follow-ups, testing and troubleshooting.
• Work effectively in a highly collaborative cross-functional environment, including interacting with the Relationship Management team on customer issues and taking ownership of client satisfaction.
• Build and deepen understanding of financial reporting and administrative reporting related to equity compensation plan management.
• Make appropriate referrals for billable services.
• Populate intranet systems with relevant support content.

Education & Experience

• Bachelor's degree in Business, Commerce, or a related field.
• Certified Equity Professional (CEP) program completion is an asset, but not required.
• Minimum 2 years of related experience and/or training.
• Proven track record of providing exceptional customer success.
• Demonstrated ability to read and interpret a variety of documentation, including general business and professional articles, governmental regulations, technical instructions in mathematical or diagram form and deal with abstract and concrete variables.
• Proven strength in business-related communication, including probability, statistical inference, fractions, percentages, ratios, proportions, developing and delivering presentations, writing reports and creating procedure documentation.
• Strong analytical, attention-to-detail, and problem-solving skills.
• Proficiency in Microsoft Excel at an intermediate to advanced level.
• Proven ability to translate complex concepts into layman's terms and relay this information to a variety of audiences.
• Comfort working in an evolving environment that includes ongoing learning and training opportunities.

Embedded within a stock plan servicing organization, the Client Success Manager executes equity compensation administration for an assigned base of corporate clients, making sure participant transactions settle on time and that daily, monthly, and year-end reporting reconciles. Working closely with Operations, Relationship Management, and Product Development, the Client Success Manager acts as a trusted client advocate who resolves equity inquiries within internal SLAs.

Core Responsibilities

• Ensure all participant stock plan transactions (ESPP Purchases, ESPP sales, Option Exercises, SWAPS, Reloads, Option Grants, etc.) are correctly processed and settled in a timely manner, and that the recordkeeping and settlement of trades are processed.
• Manage all Events, with the exception of Corporate Actions.
• Maintain and create event timelines and operating procedures with a focus on process improvements.
• Support Valuation Reporting, Section 16 Insider Reporting, and Client-specific custom processes (e.g., custom reports, scripts, etc.).
• Prepare accurate daily/monthly/year end reporting and reconciliation.
• Support Monthly balancing of Client plans.
• Process timely and accurate data updates, data manipulation and data management by updating the software per client instruction.
• Support Client engagement activities, including preparation and participation in Client status updates.
• Ensure accurate and timely responses to all equity-related inquiries and corrections internally and externally.
• Troubleshoot req breaks, ensure deliveries, and if outages occur, ensure they are addressed.
• Track Client Action plans and Open Items, and manage them to resolution.
• Support maintenance of Corporate Profiles.
• Develop knowledge of data flows between interfacing systems in support of issue resolution and inquiry response.
• Participate, as needed, in sales presentations and in product testing and validation using product knowledge to identify and document bugs as well as suggest enhancements.

Position Requirements

• CEE exam passed within 3 months of hiring, as required by the department.
• CEP Designation, required to be obtained within CSM policy.
• Previous experience in equity compensation administration and prior B2B experience, preferred but not required.
• Experience with global equity plans, complex plans such as restricted stock units/awards, swaps/reloads, performance vesting/awards, etc., preferred but not required.
• Strong project management and organization skills.
• Strong analytical, problem-solving skills, with proven attention to detail.
• Able to assist in the development and improvement of internal and external processes.
• Able to nimbly manage multiple clients, with a high level of customer focus.
• Committed to providing proactive client-focused solutions.
• Ability to collaborate and be highly effective in partnering with internal teams for support of clients.
• Highly attentive to client needs and requests, and identify and address them proactively.
• Able to build long-term client relationships and be perceived as a trusted advisor.
• Able to work under pressure, retaining focus and a positive attitude.
• Strong communication skills, verbal and written.

Reporting through the Client Success function, the Corporate Client Success Manager guides a portfolio of corporate clients through HR technology programmes that raise employee engagement, renewing each contract well before its renewal date. Partnering with the Client Support and Employee Support teams, the Corporate Client Success Manager analyses engagement data with clients to prove programme value and uncover upsell opportunities.

Key Responsibilities

• Manage a portfolio of Corporate Clients to develop and maintain a strategic partnership with clients and contacts, understanding their people and business goals and offering support in solutions that will help them achieve their goals.
• Understand the client's goals and the platform's purpose, always improving the success of the programme via usage and functionality.
• Find opportunities to upsell additional solutions to clients, and collaborate with the appropriate colleagues to develop and win those opportunities.
• Retain clients by developing strategies to renew the contract well in advance of the client's renewal.
• Build a detailed view of the risks and opportunities within the portfolio and implement plans to mitigate risks and maximise opportunities.
• Plan and implement communications strategies and employee communications to maximise employee engagement, usage across the products, savings and uptake of recognition and reward programs to drive transactional products.
• Build relationships that truly delight customers and create highly regarded and trusted relationships with multiple partners within each account.
• Bring value to clients by providing advice, access to thought leadership, invitations to relevant company events or facilitating help and support in challenges they may face.
• Develop and implement a recovery plan for clients who need attention.
• Analyse engagement data and review this with clients to demonstrate the value of the programme and how it is aligned to their goals, and work with clients to develop and implement strategies to improve these results further.
• Build strong relationships with internal stakeholders to stay on top of product changes, offer expertise to clients and help towards the mission.
• Ensure customer systems (Salesforce and Client Success) are always accurate and up to date.
• Travel to meet clients where necessary and attend client events and roadshows where appropriate.
• Liaise with the Client Support and Employee Support teams for administrative tasks.

Knowledge, Skills & Abilities

• Proven success in a client-facing, account management role, preferably with B2B clients.
• Experience and confidence in working with complex accounts and projects.
• Previous experience in presenting and/or pitching.
• Committed to keeping product knowledge up-to-date and staying on top of tech news, industry changes, social media developments, HR and engagement trends, and current legislation.
• Proficient in advising on employee engagement methodologies, the products, and how they affect employee engagement.
• Good commercial acumen and negotiation skills.
• Excellent communicator with the ability to build strong internal and external relationships.
• Committed to a proactive, solutions-oriented, and results-driven approach.