Level 2 - 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 client experience in the industry. 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, driving current solutions, staying up to date, and planning ahead for optimal product usage so they get the most value from our products. Partnering closely with the Account Executive (AE), you'll proactively manage account renewals, foster client growth, and ensure every client feels supported and set up for success. 

Key Responsibilities & Deliverables  

Account Ownership & Strategic Partnership  

• 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 AEs to execute joint account strategies that drive client success and revenue growth. 

• Lead client onboarding for assigned accounts by ensuring proper account setup in D365 CRM, AHA! Ideas Portal, and support/training portals. 

Renewal Management & Revenue Retention  

• Own the full Illumia renewal lifecycle, ensuring timely and accurate quote delivery and invoicing - e.g., April renewals are invoiced on or before March 31. 

• Develop, negotiate, and secure multi-year renewal agreements, tailoring proposals to client goals and budget cycles. 

• Monitor and report renewal pipeline status weekly in D365 CRM in collaboration with AEs. 

Sales Execution & Transactional Management  

• Generate and manage short-cycle quotes for software, hardware, and service add-ons aligned with territory goals. 

• Facilitate scope and solution calls (e.g., conversion, add-ons) when AE coverage is limited. 

• Approve sales orders by validating pricing accuracy, shipping address and contractual alignment with issued quotes. 

• Provide real-time updates on order status, shipping, and resolve credit or return authorizations with minimal delay. 

Data Stewardship & System Accuracy  

• Maintain complete and accurate client profiles, contact details and product information in D365 CRM, ensuring integrity for sales reporting and forecasting. 

• Monitor account transitions, manage client loss processes, and oversee data quality across systems. 

• Reconcile client data across D365 CRM and other internal systems, proactively identifying discrepancies and implementing corrections to maintain accuracy. 

Product Advocacy & Campaign Execution  

• Drive upgrade campaign execution by understanding upgrade paths, coordinating with Support, and tracking client migrations. 

• Promote product utilization through training recommendations, upsell discussions, and cross-sell of third-party integrations. 

• Support clients in managing the full lifecycle of their technology, including proactive planning for end-of-life equipment and ensuring a well-structured replacement strategy is in place. 

Internal Collaboration & Sales Enablement  

• Contribute to AE-led pipeline reviews, Quarterly Business Reviews, and regional planning sessions to align strategies and share client insights. 

• Promote and coordinate client engagement in product-focused webinars, regional events, user groups, and success programs to strengthen loyalty, uncover opportunities, and support marketing initiatives. 

• Support the VP and sales leadership in achieving regional quotas by aligning client outcomes with business growth. 

Success Metrics  

• On-time renewal execution and increased multi-year contract penetration. 

• Data accuracy in D365 CRM and other internal systems. 

• Client participation in upgrades, campaigns, and training engagements. 

• Hitting sales targets for territory growth through upsells, cross-sells, and expanded platform adoption.  

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 75+ 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.