Manager, Client Success

We need to output HTML fragment with sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. The posting includes: Position description, location, work authorization, etc. There's no explicit Pay or Schedule. Benefits: "Competitive compensation and a comprehensive benefits package, with support for wellbeing, development, and career growth." That's a benefit mention. So we can include Benefits section with that sentence. Also maybe "Why BlueVoyant?" could be considered Benefits? But we follow headings list. We'll include About the role (intro), Responsibilities (What You'll Do), Requirements (What You'll Bring), Qualifications (Education maybe), Skills (maybe combine with Requirements? but we need to follow headings; we can put Skills as separate if there is content. The posting includes many skill-like items; we could put them under Skills. But we also have Requirements (experience). Could split: Requirements = experience, Qualifications = education, Skills = specific abilities. Let's extract. About the role: summary paragraph: "BlueVoyant is seeking an experienced, player-coach Manager, Client Success to lead a team of 5–10 Client Success Managers (CSMs) within an assigned territory. This fully remote role will drive customer retention, satisfaction, and expansion across your portfolio, while fostering cross-functional collaboration to ensure customers achieve maximum value from BlueVoyant’s platform and solutions. Your impact will directly influence Net Revenue Retention (NRR), Gross Retention Rate (GRR), and customer satisfaction, as you scale best practices globally and tailor them to your territory’s unique market dynamics." Also location and work authorization maybe included in About the role or separate? Could be part of About the role but we can include as a short p after heading? The instruction: do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short

or drop it. So location and work authorization can be a short p after About the role heading. Responsibilities: list of bullet points from "What You’ll Do:" each sentence. We'll create

• for each. Requirements: "What You’ll Bring:" list of experience items. We'll create
  • . Qualifications: Education: "Education: Bachelor’s degree in a related field or equivalent professional experience." That's qualification. Skills: maybe we can extract skill items like "Excellent written and verbal communication skills...", "Ability to define, create, and execute service improvement plans...", "Ability to create, adhere to, and influence standard organizational systems and processes...", "Superior organizational skills...", "Ability to identify the buying landscape...", "Comfort using CRM and customer health data...", "Experience with, or certifications in, Microsoft Security tooling." Those could be skills. We'll put them under Skills. Benefits: "Competitive compensation and a comprehensive benefits package, with support for wellbeing, development, and career growth." Also maybe "Lead and develop a team..." etc from Why BlueVoyant? but that's more about why join. Could be considered Benefits? But we already have Benefits. We'll include that sentence. Pay and Schedule: not present, so omit. We must not repeat job title as heading. Already not. We must not include boilerplate like EEO etc. Remove. Now produce HTML fragment:

    About the role

    BlueVoyant is seeking an experienced, player-coach Manager, Client Success to lead a team of 5–10 Client Success Managers (CSMs) within an assigned territory. This fully remote role will drive customer retention, satisfaction, and expansion across your portfolio, while fostering cross-functional collaboration to ensure customers achieve maximum value from BlueVoyant’s platform and solutions. Your impact will directly influence Net Revenue Retention (NRR), Gross Retention Rate (GRR), and customer satisfaction, as you scale best practices globally and tailor them to your territory’s unique market dynamics.

    Location: Remote, US (Eastern Time Zone). Work Authorization: US Citizenship Required.

    Responsibilities

    • Lead, mentor, and grow a high-performing team of 5–10 Client Success Managers (CSMs).
    • Conduct regular 1:1s, performance reviews, and training plan reviews.
    • Own new CSM onboarding, including documenting 30/60/90-day plans and conducting reviews.
    • Track CSM utilization and bandwidth to ensure balanced, tier-appropriate account coverage.
    • Act as hiring manager for open roles within the team.
    • Foster a culture of accountability, customer-centricity, and data-driven decision-making.
    • Develop CSMs as trusted advisors with deep knowledge of each customer’s cyber program goals and tailored account plans that drive long-term partnership.
    • Design and execute territory-specific strategies for adoption and retention.
    • Directly manage a portfolio of customer accounts, with an emphasis on Strategic and Tier 1 accounts.
    • Partner with Sales on account planning, growth opportunities, and churn mitigation.
    • Monitor customer health metrics (risk, adoption, CSAT) and proactively report and address portfolio risk.
    • Lead retention and churn-prevention efforts for the team, including playbooks and churn war rooms, to ensure customers are on target for renewal.
    • Ensure a consistent customer operating rhythm across the team, including transition from deployment to steady state and quarterly value discussions.
    • Accurately forecast renewals, revenue, and attrition for the team.
    • Track and report team performance (NRR, GRR, CSAT/NPS) to Client Success leadership.
    • Deliver monthly reporting covering churn and downsell (with reasons), expansions, customer exit interviews, risk, and adoption.
    • Identify expansion opportunities (upsell, cross-sell) and guide CSMs in execution.
    • Analyze territory trends to refine strategy and share insights with leadership.
    • Serve as the executive escalation point for critical customer issues, escalating to BlueVoyant leadership as needed.
    • Partner with Deployment, Support, Operations, and Engineering to resolve escalations swiftly.
    • Relay customer feedback to Product teams to influence roadmap priorities, and support a 360-degree view of customers.
    • Build relationships with key decision-makers and champions in high-value accounts.
    • Work directly with BlueVoyant’s Executive Leadership Team to align and coordinate support for our largest accounts.

    Requirements

    • 8+ years of experience across client services, IT, and cybersecurity, including 2+ years leading or mentoring Customer Success or account management teams.
    • Experience hiring, onboarding, coaching, and managing the performance of individual contributors.
    • Extensive experience managing large, complex accounts with multiple lines of business and stakeholders.
    • Proven track record of owning renewal and retention outcomes and accurately forecasting revenue and attrition.
    • Experience with, or certifications in, Microsoft Security tooling.
    • Comfort using CRM and customer health data (e.g., Salesforce) to drive decisions and report on portfolio performance.
    • Ability to identify the buying landscape within customer environments and maintain relationships with critical decision-makers.
    • Excellent written and verbal communication skills, including executive-level presentations to customers and internal leadership.
    • Ability to define, create, and execute service improvement plans across a portfolio.
    • Ability to create, adhere to, and influence standard organizational systems and processes, driving efficiencies across Client Success.
    • Superior organizational skills and the ability to adapt to quickly evolving environments.
    • A high degree of autonomy and sound judgment.

    Qualifications

    Education: Bachelor’s degree in a related field or equivalent professional experience.

    Skills

    • Excellent written and verbal communication skills, including executive-level presentations to customers and internal leadership.
    • Ability to define, create, and execute service improvement plans across a portfolio.
    • Ability to create, adhere to, and influence standard organizational systems and processes, driving efficiencies across Client Success.
    • Superior organizational skills and the ability to adapt to quickly evolving environments.
    • Ability to identify the buying landscape within customer environments and maintain relationships with critical decision-makers.
    • Comfort using CRM and customer health data (e.g., Salesforce) to drive decisions and report on portfolio performance.
    • Experience with, or certifications in, Microsoft Security tooling.

    Benefits

    Competitive compensation and a comprehensive benefits package, with support for wellbeing, development, and career growth.

    Check duplication: Some items appear both in Requirements and Skills (communication etc). Might be okay but could be considered duplication. However we must preserve ALL substantive information; not invent or summarize away detail. Duplication is okay if it's in original? The original had those items under "What You’ll Bring:" which includes many of those skill-like items. We split them into Requirements and Skills; some overlap may be okay but we might be duplicating content. To avoid duplication, we could put all those items under Requirements and not have Skills. But the instruction says we can have Skills section if there is real specific content. The posting does have skill-like items; we could keep them under Skills and not duplicate in Requirements. However Requirements already includes experience items; we could move skill-like items to Skills and keep Requirements focused on experience years etc. Let's adjust: Requirements: focus on years of experience, hiring, managing large accounts, track record, Microsoft Security tooling, CRM comfort, ability to identify buying landscape. Skills: communication, service improvement plans, organizational systems, organizational skills, etc. But we need to ensure we don't lose any info. Let's list original "What You’ll Bring:" bullets: - 8+ years of experience across client services, IT, and cybersecurity, including 2+ years leading or mentoring Customer Success or account management teams. - Experience hiring, onboarding, coaching, and managing the performance of individual contributors. - Extensive experience managing large, complex accounts with multiple lines of business and stakeholders. - Proven track record of owning renewal and retention outcomes and accurately forecasting revenue and attrition. - Experience with, or certifications in, Microsoft Security tooling. - Comfort using CRM and customer health data (e.g., Salesforce) to drive decisions and report on portfolio performance. - Ability to identify the buying landscape within customer environments and maintain relationships with critical decision-makers. - Excellent written and verbal communication skills, including executive-level presentations to customers and internal leadership. - Ability to define, create, and execute service improvement plans across a portfolio. - Ability to create, adhere to, and influence standard organizational systems and processes, driving efficiencies across Client Success. - Superior organizational skills and the ability to adapt to quickly evolving environments. - A high degree of autonomy and sound judgment. We can categorize: Requirements: the experience-based items (first 7). Skills: the ability/communication/organizational items (last 5). The "A high degree of autonomy and sound judgment." could be either; maybe put under Skills as a personal attribute. Thus: Requirements
    with first 7 bullets. Skills
    with remaining 5 bullets. Let's extract: Requirements: 1. 8+ years of experience across client services, IT, and cybersecurity, including 2+ years leading or mentoring Customer Success or account management teams. 2. Experience hiring, onboarding, coaching, and managing the performance of individual contributors. 3. Extensive experience managing large, complex accounts with multiple lines of business and stakeholders. 4. Proven track record of owning renewal and retention outcomes and accurately forecasting revenue and attrition. 5. Experience with, or certifications in, Microsoft Security tooling. 6. Comfort using CRM and customer health data (e.g., Salesforce) to drive decisions and report on