Client Success Manager

Client Success Manager

Location: Tampa, Florida (Corporate Office)

Employment Type: Full-Time

Reports to: Sr. Client Success Manager

Position Overview

The Client Success Manager plays a critical role in supporting and retaining our clients by ensuring they receive maximum value from our products and services. This position was created to strengthen client relationships, enhance engagement, seek out expansion opportunities and minimize churn.

The ideal candidate will leverage a strong background in SaaS and enterprise technology solutions to deliver successful client onboarding, training, and ongoing support. While not a sales role, the Client Success Manager is responsible for identifying opportunities for account growth and ensuring clients remain fully informed and satisfied with our suite of software & services.

Key Responsibilities

Client Onboarding and Relationship Management

Partner with Account Executives and Account Managers to guide clients through the implementation and adoption process.

Establish and maintain trusted relationships with key stakeholders within client organizations.

Evaluate and understand client business goals to ensure product alignment and long-term success.

Client Support and Retention

Provide proactive client support, addressing inquiries, troubleshooting issues, and ensuring prompt resolution.

Host training sessions, webinars, and product demonstrations to drive user adoption and engagement.

Conduct regular check-ins and Quarterly Business Reviews (QBRs) to assess client satisfaction and performance outcomes.

Serve as the client advocate internally, representing their needs and feedback to cross-functional teams.

Process Improvement and Collaboration

Collaborate with internal departmentsincluding Product Managers, Sales, and Operationsto enhance client experience and outcomes.

Develop educational materials and client resources to support onboarding and continued usage.

Support initiatives to improve client retention, satisfaction, and Net Promoter Scores (NPS).

Qualifications and Experience

Minimum of 3 years of experience in SaaS or enterprise software customer success, account management, or client services.

Demonstrated proficiency with CRM systems (e.g., Salesforce, HubSpot).

Experience using Conversational Intelligence tools (e.g., Gong, Chorus, or SalesLoft).

Proven ability to communicate Return on Investment (ROI) and demonstrate value through measurable outcomes.

Exceptional verbal, written, and presentation skills.

Strong analytical and problem-solving abilities with attention to detail.

Ability to collaborate effectively across teams and organizational levels.

Success Metrics

Achievement of client retention and satisfaction goals.

Increased product adoption and usage within assigned accounts.

Year-over-year growth in account spend.

NPS maintained or improved within target range.

Positive internal and external feedback on professionalism and collaboration.

Compensation and Benefits

Competitive salary

Comprehensive health, dental, and vision insurance

401(k) plan with matching contributions

Paid time off and flexible scheduling

Remote work environment with opportunities for travel as needed

Physical Requirements

Ability to sit or stand for extended periods (up to four hours). Frequent use of computer, phone, and standard office equipment.

Occasional lifting or moving of materials up to 20 pounds.

Ability to communicate clearly and effectively with clients and colleagues.