Client Success Manager

Job Summary

[Business Division] is seeking a [position title] to [broad overview of the function of the role]. The [position title] will be responsible for [some indication of the significance of this function within the organization]. This section is a great opportunity to:

• Describe the team within which the position sits and what the team offers to the business as a whole.
• Outline reporting structure if that is a key part of the role.
• Share a sense of the opportunity within the role (make it sound promising and fun!)
• Give a sense of the kind of person who will excel at this role.

Responsibilities

• Implementation, Workflow Integration & Value Optimization
• Own the complete client journey from day one, leading the end-to-end implementation and onboarding for Midmarket and Enterprise accounts to ensure rapid time-to-value, high initial adoption, and a forward-looking trajectory with clear strategic milestones.
• Partner deeply with client teams post-onboarding to continually optimize their internal workflows, moving beyond basic setup to proactively consult on how they can deeply embed the platform into their daily operations.
• Relationship Management & Account Health
• Build and maintain multi-threaded relationships within assigned accounts, working closely with daily power users while establishing strong rapport with key stakeholders.
• Proactively monitor portfolio health, identifying churn risks early and independently executing targeted action plans to get accounts back on track.
• Deliver tailored, data-driven executive updates and impact reports that clearly outline the operational and financial value the client is achieving.
• Solution-Oriented Escalation & Product Collaboration
• Act as the primary owner for critical account issues and crises; independently formulate and propose/execute resolutions before seeking leadership alignment, rather than simply surfacing the problem.
• Translate client feedback, pain points, and feature requests into actionable insights for the product team to help inform the roadmap.
• Retention & Growth
• Maintain a high degree of personal ownership over Net Revenue Retention (NRR) targets, viewing portfolio performance and client retention as a direct reflection of your strategic impact.
• Manage the renewal pipeline for your portfolio, leading commercial conversations and ensuring predictable net revenue retention.
• Actively identify expansion and upsell opportunities based on account usage and evolving client needs, collaborating with Sales to close the deal.
• Client Advocacy & Content Support
• Identify successful user stories within your portfolio and collaborate with marketing to develop case studies, testimonials, and client references.
• Help create and refine client-facing resources, such as specialized guides, feature walkthroughs, or webinars, to scale client education.
• Team Collaboration & Process Improvement
• Contribute to the continuous improvement of internal CS playbooks, onboarding materials, and documentation to help streamline team operations.
• Provide guidance and informal mentorship to Client Success Specialists, sharing best practices on account management and risk mitigation.

Requirements

• 2–4+ years of experience in B2B SaaS Client Success, Account Management, or a related client-facing role.
• Proven experience managing a portfolio of Enterprise accounts with a focus on retention and account growth.
• Comfortable navigating commercial conversations, including discussing renewal terms, subscription options, and expansion opportunities.
• Strong professional presence with the ability to confidently present data, product updates, and value metrics to client stakeholders.
• Solid technical aptitude to deeply understand product functionality, troubleshoot workflows, and translate technical concepts for non-technical users.
• Analytical thinker who can look at usage metrics and account data to tell a compelling story about product value.
• Solid organizational skills with a proven ability to manage multiple complex projects and diverse stakeholders simultaneously to meet strict deadlines.
• Adaptable teammate who thrives in a fast-paced startup environment and is comfortable helping build processes as the company grows.
• Proficiency with CRM platforms (Salesforce, HubSpot, etc.) and client management tools.
• Experience with land data, GIS, or real estate tech is a strong plus.
• Experience in a high-growth startup environment is also a plus (or at least a hearty appetite to work in one!)