Client Success Manager

Title: Client Success Manager

Reporting to: Manager of Client Success

Location: Duluth, GA

The role:

Our Client Success Managers serve as the primary point of contact for clients post-onboarding, owning the client relationship throughout the entire lifecycle. This role is focused on driving long-term client satisfaction, product adoption, and measurable business outcomes by proactively engaging clients, understanding their goals, and delivering ongoing value.

As a core member of the Client Success team , you will guide clients from initial onboarding through full adoption and expansion, ensuring they realize maximum value from our products and services. You will partner closely with internal teams to advocate for client, mitigate risk, and build trusted, long-term relationships that support retention and growth.

Key responsibilities:

• Act as the primary point of contact for clients post-onboarding, responding to inquiries in a timely and professional manner while driving long-term client satisfactions and success
• Drive product adoption, value realization, and expansion by proactively introducing new products, services, and features aligned to client goals and business outcomes
• Proactively manage client accounts across the client lifecycle, including structured check-ins, project based engagements, executive reviews, and strategic initiatives such as case studies and reviews
• Own retention, renewal, and churn mitigation efforts by identifying risk, handling termination requests, and executing strategies to protect and grow recurring revenue (MRR)
• Maintain accurate and up-to-date client data within CRM systems, including activities, health indicators, renewals, forecasting, and engagement history to support visibility and informed decision-making
• Collaborate cross-functionally with Sales, Support, and other stakeholders to advocate for the client, resolve issues, influence product improvements, and deliver a consistently high-quality client experience

The person:

You are a client-first, results-driven professional who thrives on building trusted relationships and delivering measurable value. You take ownership of your accounts, proactively anticipate client needs, and are comfortable managing both day-to-day engagement and long-term strategy. You are equally confident working directly with clients and collaborating cross-functionally to advocate for their success.

You bring a consultative mindset, strong communication skills, and the ability to balance empathy with accountability. You are energized by driving adoption, solving problems, and identifying opportunities to help clients grow their business while strengthening retention and expansion.

You are someone who:

• Enjoys owning client relationships end-to-end and being a trusted advisor post-onboarding
• Is proactive, organized, and comfortable managing multiple accounts & priorities
• Communicates clearly and professional with stakeholders at all levels, including executives
• Uses data, insights, and client signals to identify risk, drive adoption, and support renewals
• Collaborate effectively across Sales, Support, and other internal teams to deliver seamless client experiences
• Is motivated by client outcomes, long-term engagement, and continuous improvement

Working in the spirit of Moneypenny's Trustmarks

Our incredible business was built on 5 founding principles echoed by the Trustmarks we live by today. Collectively, they set the standard for how we want to be for our clients, our clients' clients and each other, every day:

For our clients, we are Loyal and True. Businesses trust us as a supplier because they know we put trust at the heart of everything we do. You have the freedom to build great relationships with everyone around you; be approachable, reliable, hardworking - and always go the extra mile.

For our clients' clients we are Simply Brilliant. We believe that what we do really does help businesses work better and improve their clients' experiences. Be the best possible version of yourself every day; friendly, positive and quick-thinking to achieve the best possible outcomes.

For our reputation, we are Doing what's right. You'd never take a risk with your best friend's front door keys - and this is exactly how we feel about one another. Be brave and always act with integrity; do your very best, but also be respected for demonstrating honesty and never overpromising.

For our team, we are Together, incredible. As a team, we approach every situation with energy, confidence and a positive spirit. Be a team player with empathy; collectively celebrating the highs, but also know when to pull together and support one another in the face of challenges.

For our industry, we are Superpowering the future. Technology is allowing us to deliver evermore seamless products and services. Be inquisitive, willing to learn and adapt; know our sector well enough so we're able to offer reliable and cutting-edge solutions businesses won't find elsewhere.