Customer Success Manager

Job Summary

The Customer Success Manager (CSM) at InformData is a critical member of our Client Success team, responsible for driving consistent client value realization through disciplined execution, proactive partnership, and data-informed engagement. This role owns the day-to-day client relationship, ensuring adoption aligns with defined business outcomes and that risks and growth signals are identified early.

Job Responsibilities

• Client Value & Adoption Execution

• Execute success plans aligned to documented client outcomes and business goals
• Track, analyze, and explain usage trends and adoption metrics on a regular cadence
• Translate data (volume, TAT, quality, etc.) into actionable client recommendations
• Adjust engagement strategy based on client maturity and adoption progress
• Guide clients toward consistent value realization through structured, insight-led conversations

• Day-to-Day Client Partnership

• Own the ongoing client relationship, including communication cadence and meeting structure
• Lead recurring client meetings with forward-looking, outcome-oriented agendas
• Act as the primary point of contact for client usage, adoption, and workflow guidance
• Maintain consistent documentation of goals, feedback, risks, and next steps
• Ensure continuity and clarity during client changes (e.g., staffing, ownership shifts)

• Risk Awareness & Escalation

• Identify early warning signs across usage trends, engagement patterns, and client sentiment
• Maintain visibility into open issues and unresolved concerns
• Escalate risks with clear context, supporting data, and recommended mitigation steps
• Partner with AEs and internal teams to proactively address risks before renewal impact
• Monitor and communicate account health consistently

• Expansion Signal Identification

• Identify upsell signals based on usage trends and client conversations
• Assess and articulate client readiness indicators (operational, stakeholder, and timing)
• Career Development: Provide adoption and value context for early-stage opportunity conversations
• Career Development: Coordinate structured CSQL handoffs to AEs with clear context and supporting insights
• Career Development: Support early-stage opportunity conversations by providing adoption and value context

• Internal Coordination & Documentation

• Act as the central source of truth for client context, including goals, usage, risks, and history
• Coordinate internal stakeholders for client meetings, QBRs, and initiatives
• Maintain accurate and up-to-date documentation across systems (HubSpot, Account Plans, Teams Channels)
• Communicate client updates, risks, and wins clearly across internal teams
• Ensure continuity and alignment across Customer Success, Sales, Product, and Operations

• Cross-Functional Collaboration

• Partner with AEs on account health, renewal readiness, and expansion signals
• Work with Customer Experience Partners (CEPs) to ensure issue resolution and feedback loops
• Align with internal teams to coordinate proactive client engagement and mitigation strategies
• Support QBR preparation through data gathering, insight development, and internal alignment

Qualifications

• Skills Required:

• Customer Obsession:

• Deep commitment to understanding and delivering on client goals

• Analytical Insight:

• Ability to interpret data to guide client strategy and uncover value

• Collaboration & Influence:

• Buils internal alignment across teams to drive client outcomes

• Proactive Problem-Solving:

• Anticipates challenges and mitigates risks before they impact client success

• Operational Rigor and Process Accountability:

• Maintains meticulous documentation, follows established workflows, and ensures all client interactions and internal updates (e.g., CRM records, Success Plans, usage logs) are timely and accurate

• Effective Communication:

• Able to effectively communicate across mediums (e.g., calls, presentations, emails, etc) and audiences (e.g., day-to-day contacts, executives, etc)

• KPIs:

• Gross and Net Revenue Retention
• CSAT

• Education & Experience Requirements:

• 5+ years of experience in Customer Success, Account Management, or similar client-facing roles
• Experience in SaaS, data services, or usage-driven products preferred
• Strong ability to interpret and communicate data-driven insights to clients
• Proven ability to manage multiple accounts with structured execution and prioritization
• Experience working cross-functionally with Sales, Product, and Operations teams
• Proficiency with CRM and reporting tools (e.g., HubSpot, DOMO, Zendesk)

Working Conditions

This position requires the incumbent to work indoors at a desk for extended periods of time and use of the workstation. The person must be able to comprehend and follow work instructions in a fast-paced, team environment. This position requires the ability to interact with all levels within the organization and requires the ability to respond professionally to all individuals and work well as a team player. This position may be required to work overtime on occasion to meet company objectives.