Client Success Manager

About the role

We are seeking a dynamic and customer-focused individual to join our team as a Client Success Manager. In this role, you will be responsible for building and maintaining strong relationships with our clients, ensuring their success, adoption, and satisfaction with our products and services. You will serve as a trusted advisor and strategic partner, driving outcomes that foster long-term retention, expansion, and advocacy.

Responsibilities

• Client Relationship Management: Develop and maintain strong relationships with assigned clients, serving as their primary point of contact. Understand their business objectives and proactively address their needs to ensure overall satisfaction and success.
• Strategic Account Planning: Create and execute strategic account plans to enhance client retention, expand opportunities, and achieve positive business outcomes.
• Renewals and Uplifts Ownership: Own the customer renewal process end-to-end, including proactive communication, contract discussions, and uplift negotiations. Partner cross-functionally to ensure a smooth renewal experience and identify expansion potential early in the lifecycle.
• Upsell and Cross-Sell Lead Generation: Identify, qualify, and generate upsell and cross-sell leads through data insights, client conversations, and strategic account planning. Collaborate with sales partners to drive incremental revenue and expand product adoption across client organizations.
• Identification of Paid Training Opportunities: Recognize and promote paid training engagements that enhance client success, deepen product expertise, and strengthen long-term value. Partner with internal enablement and services teams to scope and coordinate delivery.
• Payment Adoption: Support clients in adopting and optimizing payment solutions, ensuring they are leveraging all available features to meet their needs effectively.
• Product Enablement: Drive product enablement by offering proactive recommendations, facilitating training sessions, and providing resources to ensure clients fully understand and utilize our products.
• Services Oversight: Oversee and coordinate the delivery of services, ensuring all client engagements are handled efficiently and meet or exceed expectations.
• Incident and Escalation Management: Manage communications during incident resolution and escalations, ensuring clients are kept informed, and issues are addressed promptly and effectively.
• Churn/Post-Mortem Documentation: Document and analyze client churn or post-mortem cases to identify trends, learnings, and opportunities for improvement.
• Client Check-Ins and Business Reviews: Conduct regular check-ins with clients to review their progress, gather feedback, and identify areas for improvement. Schedule and facilitate Quarterly Business Reviews (QBRs) as needed.
• Advocacy and Feedback: Act as an advocate for the client within the company, ensuring their feedback is effectively communicated and acted upon.
• Cross-Functional Collaboration: Partner with sales, product, and support teams to address client needs, gather insights, and drive continuous product enhancement.
• Performance Monitoring: Monitor client usage and performance metrics, proactively addressing any issues or concerns to ensure a positive client experience.

Qualifications

• Bachelor's degree in Business Administration, Communications, or a related field.
• 3-5 years of experience in a client-facing role, preferably in account management or customer success.
• Strong communication and interpersonal skills, with the ability to build rapport and trust with clients.
• Proven track record of managing client relationships and driving customer satisfaction.
• Demonstrable self-starter, curious, and solution focused
• Excellent problem-solving skills and the ability to think strategically to identify opportunities for client success.
• Experience working in a fast-paced environment with the ability to adapt to changing priorities.
• Expert level time management & prioritization skills
• Proficiency in CRM software (e.g., Salesforce) and other relevant tools is a plus.
• Strong collaboration mindset & capabilities; Comfortable with asynchronous remote work
• K12 Experience Preferred, but not required
• Must be able to travel 20-25%

Pay

A competitive base salary of $75,000-$80,000, plus a 4% bonus.

Schedule

Remote from one of our eligible states across the US, or if you’re near Austin three days in office a week!