Client Success Manager Senior

About the role

The Client Success Manager (CSM) is responsible for driving client satisfaction, solution adoption, and strategic account success for government benefit and disbursement programs, including EBT SNAP, TANF, WIC, and Child Care solutions, through strong partnership with public sector clients and cross-functional teams.

By serving as a strategic partner and trusted advisor, the CSM helps clients realize the full value of their investment, align solution outcomes to agency priorities, and sustain long-term relationships with key stakeholders.

Responsibilities

• Serve as a strategic advisor to government agency clients, leading conversations that align program objectives, service delivery priorities, and long-term success plans
• Own executive-level client relationships by building trust with agency stakeholders, maintaining alignment on priorities, and serving as a primary point of coordination throughout the client lifecycle
• Lead cross-functional orchestration across product, implementation, operations, support, and account teams to address client needs, remove barriers, and advance program outcomes
• Drive adoption and value realization through proactive success planning, performance reviews, and insights tailored to government program goals, operational requirements, and constituent outcomes
• Provide subject matter expertise in government benefit program operations, including EBT, WIC, and Child Care, to help clients navigate priorities, changes, and service considerations in regulated environments
• Analyze client performance, service trends, and product usage to identify risks, surface opportunities, and recommend actions that improve adoption, continuity, and overall program performance
• Lead complex issue coordination and operational readiness efforts in partnership with internal teams and agency stakeholders to support service continuity, program changes, and successful delivery
• Translate client feedback and operational insight into action by influencing internal product, service, and delivery priorities that strengthen the overall client experience
• Monitor contractual obligations, service commitments, and risk areas to help ensure alignment between client expectations, service delivery, and operational execution

Requirements

• 5+ years of experience in Client Success, Account Management, Client Services, or related client-facing roles, with a demonstrated ability to manage strategic relationships and complex client environments
• Bachelor’s degree or equivalent experience, with background in financial technology, government benefit programs, public sector services, or other regulated client environments preferred
• Strong knowledge of financial technology solutions and client success practices, with familiarity in government programs such as EBT, WIC, and Child Care strongly preferred
• Experience working with public sector or agency stakeholders preferred, including navigating program requirements, operational priorities, and cross-functional coordination in complex, regulated environments
• Experience supporting contract renewals, amendments, service commitments, and related discussions preferred, including risk identification, performance monitoring, and partnership across internal teams
• Strong analytical skills, including experience using data and tools such as Tableau to turn performance information into actionable client and business insights
• Strong communication and presentation skills, with confidence leading discussions in a variety of customer situations, including executive-level engagements
• Proven ability to lead through influence and collaborate across cross-functional teams, including product, implementation, operations, support, renewals, and technical partners

Qualifications

Desired Bachelor's Degree

Skills

Strategic Advisor, Client Relationship Management, Cross-Functional Coordination, Program Adoption, Performance Analysis, Risk Identification, Stakeholder Engagement, Contract Renewals, Service Commitments, Operational Readiness, Client Feedback Translation, Contractual Obligation Monitoring

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