Client Success Manager

Client Success Manager

Responsibilities

• Own client satisfaction, retention, and ongoing relationship management.
• Prepare and conduct Quarterly Business Reviews (QBRs) and Management Business Reviews (MBRs), as appropriate.
• Maintain consistent and proactive client engagement.
• Support development and alignment of IT roadmaps and budget planning to meet client business objectives.
• Drive service renewals and support service expansion through value realization and relationship strength.

Requirements

• Strong understanding of the company’s technology stack and services delivered to clients.
• Ability to effectively communicate with client business owners and key stakeholders, while maintaining a deep understanding of their business objectives and IT environment. Able to translate those insights into meaningful success strategies, service alignment, and technology recommendations.
• Stays informed on relevant market trends, industry developments, competitive landscape, and evolving client needs to proactively guide clients toward best practices and long-term success.
• Collaborates closely with internal teams, including service, technical, and leadership groups, to develop and maintain technology roadmaps that support client goals and business outcomes.
• Designs and executes a clear client engagement and communication plan, including regular touchpoints and success check-ins.
• Covers any sales or procurement requests for clients appropriately in the PSA and routes them to sales for follow-up.
• Serves as a client advocate during service-related issues, working internally with the service and technical teams to resolve issues, communicate outcomes to the client, and help prevent recurrence through proactive improvement and problem management.
• Manages and continuously refines the onboarding experience for new clients, overseeing the full onboarding journey with a strong focus on client satisfaction, clarity, and establishing the foundation for a long-term trusted relationship.

Qualifications

• Strong interest in staying current with existing and emerging technologies.
• Ability to quickly learn and understand new technologies and services.
• Enjoys sharing knowledge, collaborating with peers, and contributing to team success.
• Excellent organizational, communication, and problem-solving skills.

Skills

• Strong interest in staying current with existing and emerging technologies.
• Ability to quickly learn and understand new technologies and services.
• Enjoys sharing knowledge, collaborating with peers, and contributing to team success.
• Excellent organizational, communication, and problem-solving skills.

Benefits

• 401(k)
• Health insurance
• Dental insurance
• Paid time off