Client Success Manager

Client Success Manager

Expedient is hiring a Client Success Manager to join the AI team. This position will own the post-sales client lifecycle for assigned accounts, ensuring clients achieve operational and business outcomes through successful adoption of the AI platform. The CSM partners closely with Sales, Solutions Architects, Product, and Support to guide clients through onboarding, adoption, optimization, renewal, and expansion. Expedient occupies a unique position between infrastructure operations and applied AI delivery. We hold ourselves to a clear set of values that show up in how we work every day: we exhibit passion, embrace teamwork, demonstrate accountability, show adaptability, and stay focused on results. If that sounds like the kind of team you want to build with, we would love to hear from you.

What You'll Do:

Client Onboarding & Adoption

• Lead client onboarding and implementation coordination
• Define success plans tied to measurable business outcomes
• Drive user adoption and workflow integration
• Ensure time-to-value targets are achieved
• Conduct Strategic Business Reviews (SBRs)

Strategic Account Management

• Develop trusted advisor relationships with executive stakeholders
• Align AI platform capabilities to client KPIs
• Identify expansion opportunities
• Create account growth strategies with Sales partners

Retention & Renewal Management

• Monitor client health indicators
• Proactively identify churn risk
• Build and execute remediation plans
• Own renewal readiness and forecasting

AI Value Realization

• Help clients quantify:
• Productivity gains
• Cost reductions
• Automation impact
• Revenue acceleration
• Risk mitigation
• Create ROI narratives for executive sponsors

Cross-Functional Leadership

• Advocate for client needs internally
• Partner with Product on roadmap feedback
• Coordinate with Support for escalations
• Collaborate with Marketing on advocacy programs

Data & Operational Excellence

• Maintain CRM hygiene
• Track client usage analytics
• Deliver accurate forecasts and health scoring
• Manage client lifecycle documentation

What We Are Looking For: Required:

• 5+ years in Client Success, Account Management, Consulting, or SaaS
• 2+ years supporting enterprise software or AI/ML platforms
• Experience managing $2M$5M ARR book of business
• Proven retention and expansion success
• Executive communication
• Commercial negotiation awareness
• AI/ML platform fluency
• Business process optimization
• Change management
• Data analysis and storytelling
• CRM proficiency (e.g., Salesforce)

Preferred:

• Experience in generative AI, automation, or analytics
• Familiarity with:
• LLMs
• AI governance
• Prompt engineering
• API integrations
• Workflow automation

This is a hybrid position requiring proximity to one of our eligible office locations which include Cleveland, OH, Pittsburgh, PA, Denver CO, Columbus, OH, Phoenix, AZ, or Charlotte, NC. Sponsorship is not provided for this role. Salary for this position is directly related to your own experience, knowledge, and skills. Estimated range for this role is $90,000 to $120,000 #LI-Hybrid

Working for Expedient: We prioritize ongoing education and continuous innovation to remain at the forefront of the information technology landscape. Our commitment to learning is reflected in our comprehensive employee training and tuition reimbursement programs, which are driven by our employees and funded by Expedient 100%. For our full-time employees we offer an exceptional benefits package including three weeks of paid time off annually that increases with tenure plus your birthday off and a health holiday to be used for preventive care. We offer parental leave, top-tier medical, dental, and vision, disability and life insurance, at an affordable rate, wellness engagement opportunities, and a 401(k) with a generous match. We also recognize the importance of a comfortable and convenient work environment. We offer a hybrid work model for many roles, paid parking and other perks.

Expedient is an equal opportunity employer. Qualified applicants will receive fair and equitable consideration for employment without regard to their race, color, religion, national origin, gender, protected veteran status, disability, or any other characteristic protected by law.