Client Success Manager

Employment Type: Full-Time

Reports to: Sr. Client Success Manager

Position Overview

• The Client Success Manager plays a critical role in supporting and retaining our clients by
• ensuring they receive maximum value from our products and services. This position was created
• to strengthen client relationships, enhance engagement, seek out expansion opportunities and
• minimize churn.
• The ideal candidate will leverage a strong background in SaaS and enterprise technology
• solutions to deliver successful client onboarding, training, and ongoing support. While not a sales
• role, the Client Success Manager is responsible for identifying opportunities for account growth
• and ensuring clients remain fully informed and satisfied with our suite of software & services.

Key Responsibilities

Client Onboarding and Relationship Management

• •
• Partner with Account Executives and Account Managers to guide clients through the
• implementation and adoption process.
• •
• Establish and maintain trusted relationships with key stakeholders within client
• organizations.
• •
• Evaluate and understand client business goals to ensure product alignment and long-term
• success.

Client Support and Retention

• •
• Provide proactive client support, addressing inquiries, troubleshooting issues, and
• ensuring prompt resolution.
• •
• Host training sessions, webinars, and product demonstrations to drive user adoption and
• engagement.
• •
• Conduct regular check-ins and Quarterly Business Reviews (QBRs) to assess client
• satisfaction and performance outcomes.
• •
• Serve as the client advocate internally, representing their needs and feedback to cross-
• functional teams.

Process Improvement and Collaboration

• •
• Collaborate with internal departments—including Product Managers, Sales, and
• Operations—to enhance client experience and outcomes.
• •
• Develop educational materials and client resources to support onboarding and continued
• usage.
• •
• Support initiatives to improve client retention, satisfaction, and Net Promoter Scores
• (NPS).

Qualifications and Experience

• •
• Minimum of 3 years of experience in SaaS or enterprise software customer success,
• account management, or client services.
• •
• Demonstrated proficiency with CRM systems (e.g., Salesforce, HubSpot).
• •
• Experience using Conversational Intelligence tools (e.g., Gong, Chorus, or SalesLoft).
• •
• Proven ability to communicate Return on Investment (ROI) and demonstrate value
• through measurable outcomes.
• •
• Exceptional verbal, written, and presentation skills.
• •
• Strong analytical and problem-solving abilities with attention to detail.
• •
• Ability to collaborate effectively across teams and organizational levels.

Success Metrics

• •
• Achievement of client retention and satisfaction goals.
• •
• Increased product adoption and usage within assigned accounts.
• •
• Year-over-year growth in account spend.
• •
• NPS maintained or improved within target range.
• •
• Positive internal and external feedback on professionalism and collaboration.

Compensation and Benefits

• •
• Competitive salary
• •
• Comprehensive health, dental, and vision insurance
• •
• 401(k) plan with matching contributions
• •
• Paid time off and flexible scheduling
• •
• Remote work environment with opportunities for travel as needed

Physical Requirements

• •
• Ability to sit or stand for extended periods (up to four hours).
• •
• Frequent use of computer, phone, and standard office equipment.
• •
• Occasional lifting or moving of materials up to 20 pounds.
• •
• Ability to communicate clearly and effectively with clients and colleagues.