Client Success Manager

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

📋 Description

• Take full responsibility for the success of designated Clients, focusing on adoption, value realization, client satisfaction, visibility of customer health, support for customer maturity, and assistance with renewals.

• Track and document customer health metrics, maturity indicators, adoption activities, risk signs, and growth opportunities, providing insights to Sales, Client Success leadership, and internal stakeholders.

• Recognize barriers to adoption and gaps in use cases, proposing actionable steps to enhance adoption, value realization, and overall business results.

• Contribute insights related to customer health, adoption, maturity, value, and risk into T-Minus retention strategies in collaboration with Sales.

• Implement Client Success playbooks that promote adoption, customer health, value realization, preparedness for retention, and consistent customer success outcomes.

• Maintain D&B solution value plans that align customer objectives, adoption priorities, success metrics, and value realization.

• Develop trusted relationships with clients through regular interactions, service evaluations, and discussions about business outcomes.

• Conduct external service evaluations that address solution adoption, progress on value, client sentiment, and next steps.

• Collaborate with D&B Sales and Client Success Leaders to prioritize opportunities for engagement.

• Identify potential risks that could hinder clients from reaching their business objectives and coordinate plans for risk mitigation or recovery.

• Manage internal and external collaboration among Sales, Product, Data, Technology, Delivery, Customer Service, Finance, Legal, and other teams.

• Gather and share the Voice of the Client feedback, adoption patterns, customer maturity insights, evidence of value realization, risk indicators, and areas for improvement.

• Ensure accurate and timely information is maintained in CRM systems and internal tools for visibility into customer health, success planning, T-Minus planning, and reporting.

• Work in partnership with technical and specialist teams when technical adoption, integrations, workflow configurations, solution architecture, technical AI expertise, or readiness assessments are necessary.

⛳️ Requirements

• At least five years of experience in client support, client success, customer success, relationship management, or a similar post-sales customer-centric role.

• Experience working with clients in sectors involving data, analytics, software, digital workflows, or business-information solutions.

• Strong background in customer success or account servicing, with the capability to drive adoption, value realization, customer health visibility, and successful renewal readiness activities.

• Excellent collaboration and influencing skills.

• A client-focused mindset combined with sound commercial instincts.

• Capability to establish and nurture relationships with clients and internal stakeholders.

• Exceptional listening, presentation, and communication abilities across all business levels, complemented by effective interpersonal skills.

• Proficient in utilizing customer health indicators, usage trends, adoption data, CRM insights, and customer feedback to prioritize practical actions for Client Success.

• Knowledge of contemporary Customer Success practices, including success planning, customer maturity support and progression, value realization, T-Minus retention planning, risk mitigation, and coordinated stakeholder management.

• Ability to discuss AI-enabled capabilities and automation possibilities from a customer-value and business-outcome viewpoint, without the need to manage technical implementation, AI architecture, integrations, or workflow configurations.

• Self-motivated individual who can operate independently, solve problems, and effectively execute plans.

• Ownership mentality, problem-solving skills, curiosity, and proactive attitude.

• A continuous growth mindset and eagerness to learn.

• Where applicable, proficiency in English and other languages relevant to the working market.

• Willingness and ability to travel up to 25% as necessary.

🏝️ Benefits

• Generous paid time off during your first year, with increases based on tenure.

• Up to 16 weeks of fully paid parental leave after one year of employment.

• Paid sick leave for personal health or family care.

• Educational assistance and extensive training resources.

• Do Good Program: Paid volunteer days and donation matching.

• Competitive 401k plan with company matching contributions.

• Health and wellness benefits, including discounted Wellhub membership rates.

• Medical, dental, and vision insurance for you, your spouse/partner, and dependents.

• Eligibility for commission.