Client Success Manager

Key Responsibilities & Deliverables

• Consistently meet or exceed targets for contract renewals while proactively managing the renewal pipeline to mitigate retention risks.
• Identify and qualify up-sell and cross-sell opportunities to expand Annual Recurring Revenue (ARR) in collaboration with the sales team.
• Host Quarterly Business Reviews (QBRs) and executive briefings to showcase achieved ROI and align solutions with client strategic objectives.
• Maintain meticulous HubSpot CRM hygiene, including renewal dates, health scores, and opportunity tracking to ensure accurate forecasting.
• Act as a technical sponsor for represented technologies, educating clients on new capabilities to maximize solution adoption and expansion.
• Cultivate trust-based connections with key decision-makers and empower internal champions to drive long-term client satisfaction.
• Justifications and financial presentations for C-level executives (CIO, CTO, CFO).

Ideal Experience And Qualifications

• Proven Success: 7+ years of experience in Client Success or Account Management, with a consistent track record of exceeding retention and expansion targets.
• Enterprise Expertise: Demonstrable experience managing complex client relationships and renewal cycles for large enterprise accounts.
• Industry Knowledge: Solid understanding of the Brokerage and Technology Advisory ecosystem, including CCaaS/CX, IT Infrastructure, and Cloud Solutions.
• CRM Proficiency: Deep practical experience using HubSpot or similar systems for pipeline management and data-driven decision-making.
• Ecosystem Background: Preference for candidates who have worked for a TSD or Broker/Tech Advisor and have experience managing a large book of business.