Customer Success Manager

Key Responsibilities

• Serve as the primary point of contact and relationship owner for clients post-sale, owning the full client experience from onboarding through long-term retention
• Build and maintain strong, trust-based relationships with key stakeholders and decision-makers across client organizations in healthcare, multifamily, foodservice, legal, and education sectors
• Conduct regular proactive check-ins and business reviews (QBRs) to assess client satisfaction, review service performance, and align on evolving needs
• Respond promptly and effectively to client concerns, escalations, and service issues — acting as the internal advocate to drive resolution across departments
• Maintain a deep understanding of each client’s environment, priorities, and pain points to deliver a consistently personalized experience
• Own client retention metrics across the portfolio, proactively identifying at-risk accounts and developing action plans to address concerns before they escalate
• Track and report on client satisfaction, renewal status, and engagement levels to the CEO on a regular cadence
• Partner with internal teams — including Project Management, Service Delivery, Field Operations, and Professional Services — to advocate for the client and escalate delivery issues
• Develop and maintain client success plans that outline goals, milestones, and ongoing touchpoints for key accounts
• Lead client onboarding for new accounts, ensuring a smooth handoff from Project Management and a strong first experience with our services
• Directly manage and develop a team of 2 customer success professionals, providing coaching, clear expectations, and growth opportunities
• Establish consistent processes and standards for how the team manages client communications, escalations, and account documentation
• Foster a client-first culture within the team, modeling proactive engagement and high responsiveness
• Support hiring and onboarding of additional team members as the client portfolio grows
• Cross-functional Collaboration
• Serve as the voice of the client internally, sharing feedback and trends with leadership, PM, and operations teams to drive service improvements
• Coordinate with the Director of Project Management to align on project timelines and client expectations, particularly during active deployments or installations
• Collaborate with Sales to support contract renewals and ensure a seamless transition when accounts expand or change scope
• Work with Help Desk and Field Services to monitor ticket resolution quality and ensure client-facing outcomes meet expectations
• Process & Reporting
• Maintain accurate and up-to-date client records, interaction logs, and account health data using Zoho Desk and other internal tools
• Develop and refine playbooks for common client success scenarios including onboarding, QBRs, escalation handling, and renewal preparation
• Provide the CEO with regular reporting on client health, retention risks, satisfaction trends, and team performance

Qualifications

• 3+ years of experience in customer success, account management, or client services — preferably in a technology, MSP, or B2B services environment
• At least 1–2 years of experience managing or mentoring a team
• Demonstrated track record of owning client relationships end-to-end and driving measurable improvements in retention and satisfaction
• Strong interpersonal and communication skills with the ability to engage effectively with both technical teams and non-technical client stakeholders
• Experience navigating complex, multi-stakeholder client environments across multiple industries
• Proficiency with CRM or customer success platforms
• Highly organized, proactive, and able to manage a large portfolio of accounts without letting details fall through the cracks
• Able to occasionally travel between Texas and California offices as needed