Client Success Manager

Client Success Manager (CSM)

First Orion is seeking a Client Success Manager (CSM) to support the ongoing success of assigned client accounts for First Orion Solutions. This role partners with internal teams and client stakeholders to help deliver contracted services, support client onboarding, monitor account activity, and communicate updates related to projects, issues, and product releases. The CSM works closely with the Client Engagement Team, Product Team, and other cross-functional partners to help ensure clients receive timely support and continue to achieve value from First Orion solutions.

The CSM should be able to build trust and rapport with clients by communicating clearly, following through on commitments, and approaching client needs with urgency and care. This role helps represent the client's perspective within First Orion while balancing client priorities with internal processes and business needs. The CSM provides helpful guidance, shares relevant feedback, and collaborates with teammates to support positive outcomes for both the client and First Orion.

When client issues arise, the CSM helps communicate timely updates, coordinate with the appropriate internal teams, and provide visibility into resolution progress. The CSM should be proactive, organized, and comfortable supporting client conversations with clear information and a solution-focused mindset.

What you'll be doing:

• Serve as a day-to-day point of contact for assigned clients
• Support client onboarding and help deliver a positive client experience
• Build productive relationships with client stakeholders and internal partners
• Provide Customer Portal training and respond to client questions as needed
• Monitor key client metrics, including subscriber KPIs, volume trends, and anomalies
• Help ensure their clients are achieving value from First Orion solutions
• Support quality delivery of contracted services and solutions
• Gather and document requirements for account-related projects with guidance from senior team members
• Track client-related deliverables, timelines, and status updates
• Coordinate issue updates and resolution progress with internal teams and clients
• Partner with the Product Team to understand release details and help communicate relevant updates to clients
• Collaborate with the Client Engagement Team to identify client needs and potential opportunities
• Work across First Orion teams to support client requests and account needs
• Prepare materials for client status meetings and support meeting facilitation
• Help ensure First Orion and clients remain aligned with contractual obligations
• Prepare operational metrics and supporting materials for Business Reviews
• Communicate progress on initiatives to internal and external stakeholders

What you'll need:

• Bachelor's degree in Business Administration or a related field, or equivalent relevant experience
• 1–3 years of experience in client success, account support, customer service, or a related client-facing role
• A passion for client success and advocacy
• Strong communication skills with the ability to share clear updates with clients and internal teams
• Strong organizational skills and attention to detail
• Ability to manage multiple priorities in a fast-paced environment
• Comfort working with data, metrics, and client reporting
• Technical aptitude and willingness to learn First Orion solutions

Bonus Points:

• Experience in SaaS, telecom, mobile, or technology solutions
• Marketing or digital campaign experience
• Experience supporting client onboarding or implementation activities
• Familiarity with client reporting, operational metrics, or business reviews
• Product knowledge in mobile solutions

Company Benefits:

Balancing the work-life flow is key to health and happiness! That is why we offer one of the most competitive packages in our industry with open PTO, company paid holidays, Flex Fridays and flexible work arrangements. We strongly value the health and wellness of our teammates and through our state-of-the-art fitness center we're helping our teammates reach their wellness goals while at work. Add on generous health and dental/vision options, retirement plans, learning and development programs, career path frameworks, tuition reimbursement, company options and bonus potential you have many ways to take advantage of a comprehensive benefits package that means the most to you!

Learn More About First Orion:

First Orion helps businesses generate more revenue, increase efficiency, and improve the customer experience by empowering them to brand their phone calls with their name, logo and reason for calling. We are the market leader in branded communications technology, and a trusted partner to Fortune 500 companies and the largest U.S. mobile carriers.

• First Orion has been voted a Great Place to Work with top rankings in every category.
• Learn more about what our employees have to say on our First Orion Glassdoor page and watch our People First Diversity Statement/Video.
• First Orion Culture Cornerstones are at the core of everything we do here.

Disclosure:

First Orion is an Affirmative Action and Equal Opportunity Employer. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Activities, duties, and responsibilities may change at any time with or without notice, based on the changing needs of our business.

This position is not eligible for employment-based immigration visa/status sponsorship. Employees are required to demonstrate proper work authorization as required by I-9 compliance.

First Orion is interested in every qualified candidate who is eligible to work in the United States. First Orion's immigration sponsorship policy is applied in a nondiscriminatory fashion regardless of race, gender, ethnic origin, or any other classification protected by law.