Client Success Manager

About the Client Success Manager position

We're looking for a driven and passionate Client Success Manager (CSM) who loves building relationships and helping clients win. In this role, you'll be the trusted point of contact for our clients—championing their goals, ensuring they get ongoing value from our services, and acting as their voice within our organization. You'll collaborate closely with leadership and cross‑functional teams to deliver exceptional client experiences while upholding company standards and best practices.

This role is ideal for someone who thrives on ownership, values strong relationships, and enjoys balancing strategy with execution. You'll manage client engagement, track service activity, and partner with service and technical teams to drive satisfaction, retention, and long-term success. Through regular check-ins and alignment with technical leadership, you'll proactively address challenges, set clear expectations, and help clients achieve meaningful outcomes aligned to their business objectives.

If you're excited by accountability, collaboration, and making a real impact for clients, this role is built for you.

Client Success Manager Attributes and Characteristics

• Strong understanding of the company's technology stack and services delivered to clients.
• Ability to effectively communicate with client business owners and key stakeholders, while maintaining a deep understanding of their business objectives and IT environment. Able to translate those insights into meaningful success strategies, service alignment, and technology recommendations.
• Stays informed on relevant market trends, industry developments, competitive landscape, and evolving client needs to proactively guide clients toward best practices and long-term success.
• Collaborates closely with internal teams, including service, technical, and leadership groups, to develop and maintain technology roadmaps that support client goals and business outcomes.
• Designs and executes a clear client engagement and communication plan, including regular touchpoints and success check-ins.
• Coordinates with the sales team by identifying client needs or opportunities and ensuring any sales or procurement requests are documented appropriately in the PSA and routed to sales for follow-up.
• Serves as a client advocate during service-related issues, working internally with the service and technical teams to resolve issues, communicate outcomes to the client, and help prevent recurrence through proactive improvement and problem management.
• Manages and continuously refines the onboarding experience for new clients, overseeing the full onboarding journey with a strong focus on client satisfaction, clarity, and establishing the foundation for a long-term trusted relationship.

Position Responsibilities

• Own client satisfaction, retention, and ongoing relationship management.
• Prepare and conduct Quarterly Business Reviews (QBRs) and Management Business Reviews (MBRs), as appropriate.
• Maintain consistent and proactive client engagement.
• Support development and alignment of IT roadmaps and budget planning to meet client business objectives.
• Drive service renewals and support service expansion through value realization and relationship strength.

Knowledge, Skills, and Abilities

• Strong interest in staying current with existing and emerging technologies.
• Ability to quickly learn and understand new technologies and services.
• Enjoys sharing knowledge, collaborating with peers, and contributing to team success.
• Excellent organizational, communication, and problem-solving skills.

Credentials and Experience

• Bachelor's or Associate's degree preferred.
• Minimum of three (3) years of relevant experience in client success, account management, customer experience, or a related role, or an equivalent combination of education and experience.

Benefits

• 401(k)
• Health insurance
• Dental insurance
• Paid time off