Client Success Manager

Job Description

Job Description

About Talent Plus

Talent Plus® is the premier leader in scientific discovery and innovation related to the integration and development of talent with a dream to actualize a better world. We are dedicated to fostering exceptional business outcomes for our clients through The Science of Talent® – disruptive solutions that leverage diverse data sources, cutting-edge analytics and dynamic integration to deliver real-time insights empowering individuals, leaders and organizations.

Position Overview

The Client Success Manager (CSM) is the operational owner of client delivery, primarily after a sale is completed. The CSM translates the services, scope, and commitments sold to the client into a clear and executable delivery plan and then coordinates the people, timelines, resources, decisions, risks, and communications required to deliver that work successfully. In some instances, the CSM is involved during the sales or pilot process as well for a potential or new client.

The CSM is accountable for the day-to-day delivery experience, including delivery planning, resource coordination, timeline management, scope management, change control, issue resolution, and delivery-quality processes. The CSM serves as the primary operational point of contact for the client and ensures that the work progresses predictably, transparently, and in alignment with the contract.

This role works closely with:

• Client Strategy: the team who owns future-focused client strategy, executive alignment, and growth planning.
  
• Sales: the team that owns pricing, proposals, negotiation, and the closing of new or expanded work.

Key Responsibilities

• Lead the Sales-to-Delivery
• TransitionDevelop and Maintain the Delivery Plan
• Coordinate Resources and Delivery Capacity
• Maintain HubSpot and Improve Delivery Operations
• Own Contract and Commercial Administration
• Manage the Operational Client Experience
• Ensure Delivery Quality
• Manage Delivery Risks, Issues, and Escalations
• Manage Scope, Budget, and Change Control
• Provide Day-to-Day Delivery Leadership

Qualifications:

• Bachelor's degree in Business, Education, or related field (or equivalent experience)
• 3+ years of experience in customer success, account management, client services, or related roles.
• Hands-on experience administering platforms like HubSpot, Zoom, Teams, ClickUp, or similar SaaS tools
• Strong communication and interpersonal skills, with the ability to build trust and rapport with clients
• Exceptional organizational and time-management skills, with the ability to manage multiple projects and deadlines effectively
• Ensure HubSpot provides a complete, current and actionable view of client engagement; Commitment and leaning into systems is a must.
• Problem-solving mindset with the talent to think critically and resolve issues promptly
• Ability to work collaboratively across teams and functions to achieve goals
• Strong attention to detail with the ability to maintain accurate documentation and reports
• A proactive, self-motivated attitude with a commitment to continuous learning and improvement
• Flexibility to adapt to a fast-paced and dynamic work environment

Why Talent Plus

• Mission-driven organization focused on developing people and potential
• High-impact role with visibility across the business
• Collaborative, values-driven culture
• Opportunities to shape and modernize our technology ecosystem