Client Success Manager

Job Description

Job Description

 

Who we are:

Illumia is an industry leader in bringing the best integrated technology solutions to education, healthcare, and business campuses worldwide. Illumia was built on the collective expertise of two legacy cultures, and brings together people, technology, and insight to pioneer the art of the experience across the communities we serve. Be a part of this exciting organization and improving the lives of people doing mission-critical work.

Why join our team?

We strive to provide the best customer experience in the industry and have succeeded with a single, strong motivating principle: We serve our user community.

Our success and growth are directly attributed to our people. Our newly named company is dedicated to fostering a culture of integrity, respect, and continuous personal development. We maintain an entrepreneurial spirit, where creativity, innovative problem-solving, and learning agility drive our day-to-day actions.

What you will be doing:

As a Client Success Manager (CSM), you'll be a trusted partner to our clients, helping them adopt Illumia solutions, stay up to date, and plan ahead so they get the most value from our products. Partnering closely with the Account Executive (AE) and Account Manager (AM), you'll proactively manage account renewals, foster client growth, and ensure every client feels supported and set up for success.

Job Summary / Purpose:

The Client Success Manager is a trusted, client-facing subject matter expert who owns the health, retention, and growth of an assigned territory of higher education and campus accounts. Working in close partnership with the Account Executive (AE) and Account Manager (AM), the CSM drives the full renewal lifecycle, manages transactional sales activity, safeguards data accuracy across systems, and promotes product adoption - ensuring clients realize ongoing value from Illumia's payment and campus technology solutions while supporting territory revenue growth.

Who you will work with:

This role partners closely with Account Executives (AEs) and Account Managers (AMs) on joint account strategy, coordinates with Support on upgrades and client migrations, and works with D365 CRM data and sales operations teams to maintain account accuracy. The CSM also engages regularly with the RVP and sales leadership on pipeline reviews, territory planning, and quarterly business reviews (QBRs), and works directly with client stakeholders at assigned higher education and campus accounts. This is an individual contributor role with no direct reports.

Key Responsibilities and Duties

• Act as a trusted subject matter expert (SME), advising clients on solution architecture and product roadmap alignment based on their operational environment and strategic goals.
• Partner with Account Executives (AEs) and Account Managers (AMs) to execute joint account strategies and lead client onboarding, ensuring proper account setup in D365 CRM, the AHA! Ideas Portal, and support portals.
• Own the full renewal lifecycle for assigned accounts, delivering timely and accurate quotes and invoicing, developing and negotiating multi-year agreements, and reporting renewal pipeline status weekly in D365 CRM in collaboration with AEs.
• Facilitate scope/solution calls and generate and manage short-cycle quotes for software, hardware, and service add-ons aligned with territory goals; approve sales orders by validating pricing accuracy, shipping details, and contractual alignment.
• Provide real-time updates on shipping and order status, and resolve credit or return authorizations with minimal delay.
• Maintain complete and accurate client profiles, contact details, and product information in D365 CRM; reconcile data across internal systems and manage account transitions and client loss processes.
• Drive upgrade campaign execution, promote product utilization through training recommendations and upsell/cross-sell discussions, and support clients in planning for end-of-life equipment replacement.
• Contribute to AE-led pipeline reviews, QBRs, and regional planning sessions, and coordinate client participation in product webinars, regional user groups, and success programs to strengthen loyalty and uncover opportunities.
• Support the RVP and sales leadership in achieving regional quotas by aligning client outcomes with business growth, managing a book of business of 100+ accounts at any given time.

What You'll Bring:

To be successful in this role, you'll bring a mix of relevant experience, communication skills, and the ability to manage a large, active book of business independently.

Required Qualifications

• Bachelor's degree or equivalent work experience.
• 2+ years of experience in sales or customer service, preferably for a software technology company.
• Knowledge of the higher education market and ability to manage a book of business of 100+ accounts at any given time.
• Ability to work both independently and in a team environment, with strong oral and written communication skills.
• Technical proficiency with CRM systems (e.g., D365) and comfort managing quotes, orders, and account data across multiple platforms.

Preferred Qualifications

• Prior experience negotiating multi-year contracts and driving upsell/cross-sell revenue.
• Familiarity with the AHA! Ideas Portal, campus payment solutions, and third-party integration ecosystems.

  Essential Functions of the job:

The duties and responsibilities described in this job description are intended to represent the essential functions of the position as defined under applicable federal, state, and local labor laws, including the Americans with Disabilities Act (ADA). These functions are the fundamental job duties required for successful performance.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions unless such accommodations impose an undue hardship on the organization.

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities. Duties may be added, removed, or modified at any time in accordance with business needs and applicable law.

What is good to know:

Travel for this role can range from 10–20%, primarily for client visits, regional user groups, and industry events. This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required, and management retains the right to assign or reassign duties and responsibilities at any time.

Competencies and Behaviors

• Client-centric mindset with strong consultative communication and relationship-building skills.
• Strong organizational skills and attention to detail for data stewardship, quoting, and pipeline management.
• Collaborative team player who partners effectively with AEs, AMs, Support, and sales leadership.
• Self-motivated and adaptable, able to independently manage a large, active book of business under competing priorities.

  Our leaders are Humble, Hungry, and Smart:

  Humble: The right leaders for Illumia don't need to own the spotlight — they share credit, define success collectively, and are quick to elevate the contributions of others. This is a company that still writes its story. The leaders who thrive here find energy in building something together, not in being recognized as the smartest person in the room.

• Hungry: We are not looking for caretakers. We are looking for leaders who are restless about what's possible, self-motivated to close the gap between where we are today and where we need to be, and who are already thinking about the next opportunity before anyone asks.
• Smart: At Illumia, our leaders must operate across a complex, distributed organization spanning multiple product lines, two legacy cultures, and thousands of customers with competing priorities. Technical skills matter, but the ability to read a room, build trust across functions, and bring people along is what separates a great leader from one who burns the organization out.

 

 

This position is classified as [Exempt] under the Fair Labor Standards Act (FLSA) and applicable state wage-and-hour laws.

 

What you get when you join our team:

• Flexible time off to include paid holidays and volunteer time.
• Robust health, dental, and vision insurance plans on your first day of employment

• Comprehensive employee assistance program (EAP)

• Employer-paid life insurance/AD&D/short-term and long-term disability insurance 

• Flexible spending account (FSA) or health savings account (HSA) 
• Matched 401(k) 
• Employee stock purchase plan

 

Base salary offers for this position may vary based on factors such as location, skills, and relevant experience. Some positions may include additional compensation in the form of bonus, equity, or commissions.

Your personal information will be handled in accordance with Illumia's  Candidate Privacy Notice

Illumia is an equal employment opportunity employer and considers qualified applicants for employment without regard to race, gender, age, religion, national origin, marital status, disability, sexual orientation, protected military/veteran status, or any other protected factor.