Client Success Manager
Insight Global
Client Success Manager
Required Skills & Experience - Customer service focused with a relationship-driven mindset
Comfortable discussing mechanical equipment and able to pick up technical concepts quickly
Experience using CRM platforms (e.g., HubSpot, Salesforce, or equivalent).
3+ years of client relationship management, customer service, or field/customer coordination experience
Understanding of service delivery and operational performance metrics.
Proven ability to manage multiple client relationships and competing priorities.
Nice to Have Skills & Experience - Bachelor's degree in Business preferred or significant relevant experience
Job Description
The Client Success Manager (CSM) is responsible for managing the day-to-day relationship and service delivery for assigned clients, ensuring high levels of satisfaction, retention, and contract performance. The CSM partners closely with operations, sales, and engineering teams to ensure that client expectations are consistently met and that delivers exceptional service results.
Serve as the primary point of contact for assigned clients, ensuring clear communication, timely and effective issue resolution, and alignment on service delivery. Partner with internal operations and service teams to address performance issues impacting overall client satisfaction. Support client onboarding, renewals, and satisfaction reviews. Track and analyze key client metrics, including response times, work order completion, and customer satisfaction (NPS). Identify opportunities to improve service delivery and client experience through proactive communication and issue resolution. Partner with operations and business sales teams to identify upsell opportunities and support proposal and pricing development. Maintain accurate and up-to-date client records within the CRM system, ensuring visibility of key account activities and touchpoints. Coordinates with the Business Development Manager to ensure a smooth hand-off of new clients, ensuring a smooth transition into contracted services. Contribute to retention reporting, performance tracking, and internal account reviews.
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