Client Success Manager

Key Responsibilities

• Serve as the primary point of contact for an assigned portfolio of key and strategic client accounts
• Build, grow, and strengthen long-term client relationships, ensuring exceptional service and retention
• Conduct regular account reviews, roadmap sessions, and budgeting conversations with clients and stakeholders
• Address client inquiries, escalations, and service needs with accuracy, urgency, and professionalism
• Maintain detailed and up-to-date client documentation within the company CRM
• Act as a mentor and resource for Junior Client Success Managers, supporting training, development, and best practices
• Provide guidance on account management strategies, client communication, and internal processes
• Aid Senior CSMs and the Director of Client Success with high-priority initiatives, internal coordination, and special projects
• Participate in prospecting calls to help qualify opportunities
• Support pre-sales activities, including gathering requirements, documenting needs, and preparing client-facing materials
• Identify upsell, cross-sell, and expansion opportunities within existing accounts
• Assist with contract negotiations and manage renewals for assigned accounts
• Monitor and forecast key performance indicators (KPIs) related to client health, engagement, and satisfaction
• Provide internal and external reporting on account activity, performance, and growth opportunities
• Participate in company events, trade shows, and networking activities to support brand visibility and lead generation
• Lead and manage client referral opportunities from initial engagement through deal closure

Qualifications

• 1–3 years of experience in account management, customer service, or a related role, preferably in the technology or IT services industry
• Strong interpersonal and communication skills, with the ability to build and maintain relationships with clients and internal stakeholders
• Excellent organizational and time management skills, with the ability to manage multiple priorities simultaneously
• Basic understanding of IT infrastructure, cloud services, and managed services concepts
• Properly sets and manages expectations
• Exceptional customer service skills and approach
• Ability to work cooperatively and collaboratively with different internal teams, team-player mindset
• Strong problem-solving skills and a proactive approach to addressing client needs
• Excellent presentation and public speaking skills
• Willingness to learn and adapt to new technologies and industry trends
• Customer-focused mindset with a passion for delivering exceptional service
• Ability to simplify complexity