Client Success Manager
Position Overview
The Client Success Manager (CSM) acts as the operational and consultative bridge between the technical execution team and executive client sponsors. You’ll manage recurring account activities, facilitate Business Reviews (BRs), support roadmap alignment efforts, and guide the early phases of strategic IT planning. This mid-level role owns the health of client relationships across a select portfolio, ensuring proactive communication, performance visibility, and a partnership aligned with Aldridge’s service catalog.
Key Responsibilities
Serve as primary liaison for assigned client accounts, ensuring timely communication of updates, risks, or opportunities.
Monitor account health through touchpoints and internal reporting tools.
Collapse lifecycle of service requests that require staff coordination, escalation, or approvals.
Prepare, schedule, and lead regular Update and Planning Meetings and contribute to business reviews (BRs).
Present clients with trend analysis, ticket summaries, feedback loops, and aligned recommendations in collaboration with vCIOs.
Begin translating client needs into roadmap opportunities with guidance from Client Success Executives.
Surface recurring or project-based needs that align with the Aldridge solution portfolio.
Track solution engagements and internal delivery progress to maintain aligned communication with clients.
Ensure documentation in CRM and roadmap tools remains current.
Align with service desk, projects, procurement, and back-office teams for timely execution of roadmap items.
Participate in internal planning cadences and client strategy team forecasting updates.