Client Success Manager (CSM)

Maritz · Fenton, MO · 2 wk ago

Full-time

About the role

At Maritz, we help companies achieve their business goals by inspiring people to perform their best. We design experiences, incentives, and recognition programs that spark action and deliver measurable impact. The Client Success Manager (CSM) is responsible for managing client relationships, strategy, adoption, and satisfaction within a Software-as-a-Service (SaaS) products and services environment. This role serves as the primary point of contact for assigned clients, leading implementation and ongoing operational activities while ensuring successful business outcomes.

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

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.

Benefits

Maritz offers a comprehensive benefits package for full-time employees including:

Medical, dental, and vision insurance
Life insurance and disability coverage
Paid parental leave
401k retirement plan
Tuition reimbursement
Paid time off
Year-end holiday closure

View all details at: www.MaritzBenefits.com

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