Client Implementation & Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the onboarding of new clients from the initial kickoff to the go-live phase, including configuring workflows, managing deliverables, and setting expectations.

• Facilitate product demonstrations, discovery sessions, and educational initiatives to enhance client adoption and support pre-sales activities.

• Provide tailored training for administrators and end-users while maintaining relevant training resources.

• Create, document, and refine onboarding workflows, process guides, and internal protocols.

• Guide and assist team members in processes, system navigation, and effective client engagement best practices.

• Keep track of client usage and proactively reach out to customers with low engagement to encourage long-term adoption.

• Act as the main contact for ongoing client inquiries, troubleshooting, and managing relationships.

• Perform industry research and share insights regarding client trends and requirements.

• Oversee the resolution of technical issues, manage support tickets, and communicate requirements among internal stakeholders.

• Assist in major incident responses by coordinating communications and ensuring a stable client experience.

• Execute quality assurance testing for product releases and provide feedback to guide product enhancements and roadmap planning.

⛳️ Requirements

• Bachelor’s degree in Business, Education, Technology, Communications, or a related field; or equivalent professional experience.

• A minimum of 2 years in client success, implementation, system onboarding, or technical roles that involve client interaction.

• Proficiency in system configuration, training delivery, and supporting the development of workflows.

• Experience in troubleshooting technical issues and collaborating with cross-functional teams.

• Proven ability to create process documentation, guides, or training materials.

• Preferred certifications or additional training in project management, customer success, product operations, or process improvement.

• Preferred experience with SaaS environments, quality assurance testing, or product operations.

🏝️ Benefits

• Medical insurance

• Dental insurance

• Vision insurance

• HSA

• FSA

• Generous earned time off

• 401K

• Student loan repayment

• Life insurance & AD&D insurance

• Employee assistance program

• Employee stock purchase program

• Tuition reimbursement

• Performance-based incentive pay

• Short- and long-term disability

• Robust wellness program