Client Success & Implementation Manager

The Opportunity

We are seeking a Client Success & Implementation Manager to join our Client Success team. This role combines ownership of a client portfolio with leadership in client onboarding, product migrations, and implementation best practices.

• Manage a portfolio of key accounts, owning the relationship and the commercial outcomes from end to end.
• Drive effective adoption and ongoing optimization of our platform by guiding clients on configuration, data integrity, and best practices.
• Proactively manage client health throughout the entire lifecycle by conducting impactful QBRs, tracking key success metrics, and identifying opportunities to deliver deeper value.
• Own the complete renewal process for your portfolio, from initial forecasting and risk assessment to leading contract negotiations and ensuring on-time execution.
• Act as your client's primary advocate internally, collaborating closely with Sales, Product, and Support teams to ensure their needs are met and feedback is incorporated into our strategy.
• Lead new client kick-off calls to establish clear goals, set expectations, and define project timelines.
• Develop and manage structured onboarding project plans, ensuring all milestones are met on time.
• Conduct initial platform training for client administrators and end-users, ensuring they are confident and capable from day one.
• Ensure a seamless and documented handoff of the client to their dedicated Client Success Manager once onboarding is complete.

Qualifications

• Proven experience (typically 1-3 years) in a role that requires structured client engagement and project coordination.
• You are exceptionally organized and detail-oriented.
• You thrive on process, checklists, and ensuring every step of a project is completed successfully.
• You are a natural teacher and communicator, with an ability to make complex information easy to understand for new users.
• A talent for internal collaboration.
• You enjoy working with other departments and are skilled at synthesizing and sharing client feedback effectively.
• You are tech-savvy and a curious problem-solver, comfortable learning new software and helping others do the same.

Bonus Points

• Direct experience onboarding clients for a B2B SaaS product.
• Experience creating training materials or process documentation.
• Familiarity with project management tools.