Lead Client Success Manager (Enterprise)
Scope of Role
The Enterprise Client Success Manager will be responsible for managing a portfolio of 8-10 of our most strategic client relationships across North America, ensuring the successful adoption and ongoing value realization of our technology and services. You will serve as a trusted advisor to senior stakeholders, helping clients establish best practices, identify opportunities for growth, and maximize the impact of our solutions. Working closely with cross-functional teams including Solutions, Business Development, Marketing, and Product, you will drive client satisfaction, retention, and long-term account growth.
Job Description
Client Lifecycle Management: Manage and guide clients throughout their entire lifecycle, from initial onboarding to renewal
Develop strong, long-term relationships with key stakeholders, ensuring the highest levels of satisfaction with both our software and services
Oversee client onboarding processes, ensuring smooth adoption of products and timely delivery of services
Monitor account health, identifying and mitigating risks to client retention
Partner with Client Success Director to understand clients' evolving needs and to identify opportunities for growth
Collaborate with Product and Engineering teams to ensure that client feedback is effectively communicated and that feature requests or issues are prioritized and addressed
Work with the marketing team to identify client success stories and create case studies or testimonials to help promote our brand
Drive client renewals and help to reduce churn by ensuring clients see continuous value from our technology and services
Identify and act on opportunities for cross-selling and upselling additional services or features to existing clients
Help forecast and meet revenue growth targets for assigned accounts
Regularly track, report, and communicate the health and progress of client accounts, using metrics such as product usage, engagement levels, and renewal potential
Conduct business planning meetings with clients to evaluate success, and identify future objectives
Ensure that clients are fully utilizing our technology and services to meet their business goals and objectives
Promote and implement best practices, offering expert advice on how to optimize their use of our technology and services
Provide proactive support and strategic guidance to clients, driving long-term value and satisfaction
Serve as a trusted advisor to clients, advocating for their needs and ensuring their goals are aligned with our solutions
What we're looking for
Experience: 5+ years of experience in an account management, or client relationship role
Proven success managing client accounts, building relationships with key stakeholders and C-suite executives
Experience working in sports, entertainment, or a related industry. Proven success in managing client accounts, building strong relationships, and driving customer satisfaction by understanding client needs
Ability to manage and execute complex projects
Excellent communication and interpersonal skills, with the ability to build strong relationships at all levels of an organization
An analytical mindset with the ability to use data to drive decisions and showcase the value of solutions
Strong problem-solving skills with the ability to navigate complex customer challenges
Detail-oriented with strong organizational skills and ability to manage multiple accounts simultaneously
Comfortable with frequent travel (up to 25%), including overnight stays
Technical Proficiency: Proven experience in utilizing Microsoft Dynamics and Salesforce CRM platforms. Knowledge of SaaS solutions and enterprise software products is highly preferred
Expertise in using the Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) to enhance productivity, create detailed reports, and deliver compelling presentations
Proven expertise in using the Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) to enhance productivity, create detailed reports, and deliver compelling presentations
Experience with the KORE intelligence platform is a plus
Pay
$100,000-$130,000