Client Success Manager

Onsharp is a Fargo-based custom software development company with over 25 years of experience building innovative portal solutions that drive meaningful business results. We value collaboration, long-term relationships, and helping businesses achieve greater success.

JOB SUMMARY

The Client Success Manager (CSM) is responsible for driving revenue growth within Onsharp’s existing client base by identifying new business opportunities and expanding current accounts. This role takes a proactive, sales-focused approach to client relationships—seeking to uncover unmet needs, introduce additional solutions, and position Onsharp as a long-term strategic partner.

The CSM builds and maintains strong relationships with key stakeholders, develops a deep understanding of each client’s business goals, and continuously looks for ways to deliver additional value through upsell and cross-sell opportunities. Acting as the primary point of contact, the CSM collaborates closely with Sales, Operations, and Support to execute growth strategies, resolve challenges, and ensure overall account health while meeting or exceeding assigned revenue targets.

ESSENTIAL FUNCTIONS

Quota Achievement

• Meet or exceed assigned revenue targets through upsells within the existing client base.
• Develop account plans and forecasts in collaboration with the VP of Sales & Marketing and Outside Sales.
• Manage opportunity pipeline in the CRM, ensuring accurate stages, close dates, and revenue estimates.
• Partner with Sales and Operations to scope, price, and present proposals that align with client needs and profitability goals.

Client Relationships

• Own the overall relationship and growth of assigned clients, acting as their primary business contact at Onsharp.
• Understand each client’s organization, key stakeholders, goals, and long-term roadmap.
• Build trust by identifying client needs and discussing how Onsharp’s capabilities can be beneficial to their business.
• Proactively identify new opportunities within assigned accounts.

Client Communication

• Maintain regular, proactive touchpoints with clients (check-ins, reviews, and planning meetings).
• Communicate project status, upcoming initiatives, risks, and opportunities in a clear, timely manner.
• Coordinate internal resources to prepare for client meetings and follow up on action items.
• Plan, coordinate, and communicate client marketing campaigns (e.g., email, web, or other digital initiatives), ensuring alignment with client goals and effective execution.

Issue Resolution & Advocacy

• Serve as the client’s internal advocate, ensuring their concerns and priorities are understood across Onsharp.
• Coordinate with Operations and Finance teams to resolve issues and remove roadblocks.
• Monitor open tickets and project risks for key accounts, driving timely resolution and communicating updates back to clients.
• Capture client feedback and communicate with appropriate team members for continuous improvement.

Retention & Account Health

• Track account health indicators such as satisfaction, utilization, renewal timelines, and risk signals.
• Lead renewal conversations, ensuring clients understand the value of current initiatives and future opportunities.
• Identify at-risk accounts early and create action plans to improve satisfaction and retention.
• Maintain accurate records of contacts, activities, and account plans in the CRM and other systems.

KNOWLEDGE, SKILLS & ABILITIES

• Strong relationship-building and client-facing communication skills (written and verbal).
• Consultative sales mindset with the ability to uncover needs and align solutions that drive business value.
• Solid understanding of digital solutions (custom software, websites, hosting, portals, etc.) or a strong willingness to learn.
• Ability to manage multiple accounts, priorities, and deadlines while maintaining responsiveness and follow-through.
• Comfortable leading client meetings, presenting proposals, and handling difficult conversations when needed.
• Proficiency with CRM systems (e.g., HubSpot or similar) and basic reporting/forecasting.
• Strong problem-solving skills and a proactive, ownership-oriented approach to work.

QUALIFICATIONS

• Bachelor’s degree in Business, Marketing, Communications, or related field; or equivalent experience.
• 3+ years of experience in account management, client success, or sales role in a B2B environment preferred.
• Experience working with professional services, software development, or technology solutions is a plus.
• Demonstrated history of meeting or exceeding revenue/quota targets strongly preferred.

CORE VALUES

• Embrace Change: The world is changing faster than ever, and it fuels us. We don’t complain about change; we use it as motivation to become stronger and make our work more impactful.
• Walk Through the Fire: We stand together to support each other through the toughest challenges. When the going gets tough, we jump in without hesitation. We endure the heat until the job is done.
• Commit to Excellence: We hold ourselves to a high standard. We use setbacks as stepping stones, steadily improving our craft until we reach our highest potential.
• Push the Envelope: We're constantly looking for a better, smarter, or faster way. We understand that risk is inherent in the pursuit of progress and aren't afraid to tackle it head-on.

WORKING ENVIRONMENT

Work is primarily performed in a professional office environment with regular interaction across departments and with individuals of varying roles, backgrounds, and communication styles.

Onsharp, Inc. is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, disability, veteran status, and other protected characteristics.