Client Success Program Manager

Job Description

Job Description

Clozd is a leading provider of technology and services for win-loss analysis. We help our clients uncover the truth about why they win and lose - so they can hone product strategy, refine messaging, enable sales, foster strategic alignment, and win more.

 

We need team members who can tackle ambiguity, solve complex problems, and delight customers. We hire dynamic employees who take initiative, find ways to simplify and scale, possess strong interpersonal and communication skills, value humility and learning, crave a fast-paced startup environment and never compromise their integrity.

 

Program Managers are responsible for designing and delivering successful win-loss analysis programs for our clients. This role is somewhere between Customer Success and Consulting – it’s more strategic & hands-on than your typical Customer Success role, but not quite as “custom” as your typical consulting role. A great fit for someone looking to take the CS skills they’ve learned and apply them by working directly with executives on the top problems they’re facing.

The best Clozd Program Managers typically have 5 key skills. If you have these skills, you might be really happy here.

• Curiosity: Do you constantly ask “Why?” The best PMs are the kinds of people who walk into an empty restaurant and start wondering how this business could be covering their costs. They meet new people and immediately start asking questions.
• Strong communication: Do you enjoy meeting new people? Do you get satisfaction out of talking with executives and senior leaders? The most successful Program Managers are great communicators and love breaking down win-loss for our clients’ stakeholders.
• Problem solving: Do you like looking at a process and thinking, “Well that should be done differently”? The best PMs find joy in the fact that Clozd is still a startup; they like the idea that their “fingerprints” will be on Clozd and they speak up to problem solve.
• Business acumen: Do you have a baseline understanding of how businesses work (revenue, costs, margins, win-rates, etc.)? The best PMs understand how executives think, and they are excited about up-leveling their business context.
• Team player: Do you love working with, coaching, and learning from your peers? The best Clozd PMs are not “don’t bother me” type people; they love to work with their peers and they enjoy a culture where people drop everything to help the people around them.

What does the day-to-day of a Program Manager look like?

• Develop strong client relationships and become a master of our clients’ business models, products, GTM motions, etc.
• Work with 15 - 25 clients at a time managing their win-loss programs.
• Set up and manage the win-loss data collection and interview process for your clients.
• Conduct win-loss interviews.
• Summarize key interview themes and communicate them to clients.
• Ensure client adoption of Clozd software and key win-loss findings.
• Manage the commercial experience for existing clients, including renewing contracts and identifying / capturing expansion opportunities.

Qualifications:

• Min. 3-5 years work experience in a B2B context, SaaS preferred
• Min. BA/BS degree, preferably in a business-related field
• Prior experience in a Customer Success or Account Management role
• Demonstrated experience in managing 10+ customers while achieving high customer retention rates
• Strong project management, problem-solving, and analytical skills
• Excellent presentation and communication skills

Benefits:

• Competitive compensation (i.e. salary, bonus, 401k, and equity) 
• Majority of medical, dental, disability, life, and other insurance paid
• Unlimited PTO with a boss that encourages taking time off and using PTO to recharge
• 10 paid holidays and company shutdown between Christmas and New Years
• Weekly catered lunches, stocked kitchens, quarterly company/department activities, maternity/paternity leave, EAP program, etc. 

Clozd is an Equal Opportunity Employer. Clozd does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.

 

Clozd participates in E-Verify.

 

All Clozd employees are required to successfully pass a background check upon being hired.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.