Client Success Manager

About the Role

This role serves as the primary point of contact for assigned clients, leading implementation and ongoing operational activities while ensuring successful business outcomes in a Software-as-a-Service (SaaS) environment. The ideal candidate brings experience in client success, account management, project management, or related fields and provides leadership to clients, project teams, and internal stakeholders.

Responsibilities

• Client Relationship Management (50%)
  • Serve as the primary strategic advisor and day-to-day contact for assigned clients.
  • Build trusted relationships throughout the client lifecycle by driving adoption, identifying growth opportunities, supporting renewals, and advocating for client needs.
  • Proactively lead and coordinate both client and internal teams.
  • Leverage product, industry, and business knowledge to recommend effective solutions and services.
  • Establish client goals and success metrics, tracking progress against key milestones.
  • Continuously reinforce value and deliver successful outcomes across the client journey.
  • Oversee program enrollment and budget management.
  • Manage escalations with urgency, professionalism, and flexibility while ensuring appropriate resource allocation.
  • Lead strategic business reviews and support the development of long-term client strategies.
• Operational Planning & Project Management (25%)
  • Ensure project documentation, requirements, and deliverables align with Ideal Customer Experience (ICX) standards.
  • Serve as the primary contact for key internal and external partners supporting client programs.
  • Define project scope and develop pricing proposals for new opportunities.
  • Ensure contract deliverables are completed with quality, accuracy, timeliness, and efficiency.
  • Maintain operational processes that support business continuity and mitigate risk.
  • Establish critical success measures and reporting frameworks to evaluate program effectiveness.
  • Manage forecasting, cost balancing, and invoice oversight.
  • Ensure data integrity through validation, audits, monitoring, and stakeholder collaboration.
  • Monitor client satisfaction (CSAT), develop mitigation plans when needed, and support client retention and renewals.
• Communication & Technical Leadership (25%)
  • Lead client and internal meetings, navigate complex issues, resolve conflicts, and manage stakeholder expectations across all levels of the organization.
  • Facilitate internal account reviews and develop action plans to drive client success.
  • Demonstrate technical aptitude with SaaS platforms and related technologies, including Microsoft 365, Teams, Jira, communication portals, reporting tools, and supporting business systems.
  • Identify, communicate, and implement best practices and process improvements.
  • Partner with clients through business reviews, quality assessments, and issue resolution to ensure a positive client experience.

Requirements

• Bachelor’s Degree or equivalent work experience.
• 6+ years of general client service / operations management exposure and consultative work with client interaction.
• Exposure to web-based technology and ability to learn quickly and troubleshoot independently.
• Solid oral and written communication skills, both client-facing and internal.
• Ability to manage competing priorities and set client expectations on a daily basis.
• Knowledge of Office automation products, Excel, TEAMS, JIRA Ticketing applications, and service level management software/business applications.

Schedule

This is a hybrid role based in Fenton, MO with in-office days on Tuesday, Wednesday, and Thursday.