Client Success Manager

Job Description

Job Description

About the Role

We're looking for a proactive, strategic Client Success Manager to support clients using ITA Group's employee experience, recognition and engagement technology platform.

In this role, you'll manage a portfolio of clients and serve as their trusted advisor throughout the client journey. You'll help organizations maximize adoption, analyze engagement trends, troubleshoot issues, identify growth opportunities and ensure clients achieve their employee engagement goals.

We're seeking someone with experience in SaaS client success who understands how to manage client health, drive product adoption, leverage data to make recommendations and partner with cross-functional teams to deliver an exceptional client experience. If you enjoy building relationships, solving problems, analyzing data and helping clients get the most value from technology, we'd love to talk with you.

What You'll Do

Own Client Relationships

• Serve as the primary point of contact for a portfolio of clients.
• Build trusted relationships with HR leaders, employee experience teams, program administrators and executive stakeholders.
• Guide clients through their client journey, from implementation through renewal.
• Conduct regular client meetings, business reviews and strategic planning discussions.
• Act as an advocate for your clients while balancing business priorities and platform capabilities.

Drive Customer Success and Platform Adoption

• Monitor customer health, engagement and adoption metrics to identify risks and opportunities.
• Proactively engage clients when participation, recognition activity or platform utilization trends change.
• Use customer data and platform insights to make recommendations that improve employee engagement and program performance.
• Help clients develop strategies to increase employee participation, manager engagement and overall platform value.
• Partner with clients to achieve business outcomes and demonstrate return on investment.

Troubleshoot and Solve Problems

• Investigate and resolve client issues related to platform functionality, configuration and adoption.
• Partner with Product, Development and Technical Support teams to address client concerns.
• Document, escalate and track bugs and enhancement requests.
• Communicate technical concepts clearly to both technical and non-technical audiences.
• Navigate ambiguity and independently drive issues toward resolution.

Leverage Data and Insights

• Analyze usage, recognition activity, participation trends and engagement metrics.
• Translate data into actionable recommendations for clients.
• Prepare and deliver executive-ready reports and Quarterly Business Reviews (QBRs).
• Identify opportunities to improve client engagement, retention and long-term success.

Create Client-Facing Resources

• Develop client communications, training materials, support documentation, tutorials and best-practice resources.
• Help clients educate employees and leaders on platform features and functionality.
• Support change management and adoption initiatives within client organizations.

Support Retention and Growth

• Monitor account health and proactively address risks.
• Partner with Sales and leadership teams on renewals, expansions and cross-sell opportunities.
• Help ensure clients continue to see measurable value from their investment with ITA Group.
• Contribute to client retention and long-term account growth.

What We're Looking For

Required Qualifications

• 3+ years of experience in Customer Success, Client Success, Account Management, Customer Experience or a related client-facing SaaS role.
• Experience managing a portfolio of business clients.
• Strong analytical skills and ability to interpret data and trends.
• Experience using customer data, adoption metrics, account health indicators, or usage analytics to make recommendations and drive client outcomes.
• Experience conducting business reviews and presenting recommendations to clients.
• Strong problem-solving and troubleshooting abilities.
• Exceptional written and verbal communication skills.
• Ability to work independently and manage multiple priorities in a fast-paced environment.

Preferred Qualifications

• Experience within SaaS, HR technology, employee engagement, recognition, rewards or employee experience platforms.
• Experience with Totango, Gainsight, ChurnZero or similar tools.
• Experience using CRM systems such as Salesforce or HubSpot.
• Familiarity with ticketing and development workflows including Jira or similar tools.
• Experience creating training content, support documentation or client-facing resources.
• Experience working with product, development or technical support teams.

Success in This Role

The ideal candidate is:

• Proactive
• Curious and analytical
• Comfortable with ambiguity
• Technically savvy without needing to be a developer
• Skilled at building relationships and influencing stakeholders
• Able to translate data into meaningful business recommendations
• Motivated by helping clients achieve measurable results