Client Success Manager

📋 Description

• Manage the client relationship. You’ll be the main point of contact from the beginning to the conclusion of the project. Clients place their trust in you, rely on your expertise, and return because of your exceptional service. You communicate proactively, ensuring they never need to seek updates from you.

• Take ownership of the project plan. You’ll oversee up to 20 simultaneous engagements (ranging from $30–50K, lasting 3–8 weeks), coordinating small engineering teams alongside our AI-driven delivery tools. You monitor milestones, identify risks early, swiftly remove obstacles for teams, and keep the work progressing without needing to be prompted. AI assists with documentation and reporting to keep the workload manageable.

• Manage the engagement from kickoff to post-launch support. You will follow a structured process: a 30-minute kickoff meeting, 2–3 discovery sessions, a review of the Functional Requirements Document (FRD), User Acceptance Testing (UAT), and hypercare. You will create the FRD with the help of AI, finalize the first discovery within seven business days, and resolve open items before development begins. Status updates will be sent every Monday, ensuring every meeting has a clear purpose, agenda, and outcome.

• Maintain scope and commitments. You enforce discipline regarding project scope to ensure profitability and that clients receive exactly what was promised. Any out-of-scope requests must go through a change request process before work commences. There are no exceptions, but you handle these situations in a way that strengthens relationships instead of straining them.

• Utilize Claude effectively. Claude serves as your primary interface, rather than just a tool you occasionally use. You leverage it to gather context (summaries of Statements of Work, account histories, project health updates), to execute tasks that produce client-facing materials (kickoff presentations, discovery questionnaires, FRD, UAT guides, weekly status reports), and to keep Notion — our system of record — updated. The scrum agent reports project status into a dashboard you act on; you won’t have to chase engineers for updates.

• Identify new business opportunities. You are the eyes and ears within the account. Spot potential follow-on projects, managed services opportunities, and related challenges we could address. Involve the sales team when there’s a prospect to pursue — while you won’t close the deal, you ensure that opportunities are not overlooked.

⛳️ Requirements

• Over 4 years of experience in technical project management or client delivery within a software services or consulting firm, overseeing plans, milestones, and engineering coordination across multiple concurrent projects.

• Familiarity with Salesforce and/or MuleSoft — enough to communicate effectively and recognize when a task is more complex than initially estimated, though in-depth architecture or implementation experience is not necessary (AI manages that aspect).

• Comfortable in a Kanban-style, agent-driven model where daily updates come from a scrum agent and project health is monitored via a dashboard — if you require sprint cadence and ticket grooming to feel effective, this role may not suit you.

• Exceptional written and verbal communication skills — articulate, succinct, confident, and personable.

• A high-volume, multi-tasking operator capable of managing 15–20 active engagements and transitioning between them seamlessly — handling volume is central to this role, not a temporary phase.

• A personable individual with a strong drive — you cultivate warm relationships that lead to client referrals, yet you also know how to drive progress when necessary.

• Eager, ambitious, and highly receptive to feedback — you prefer quick corrections over complacency.

• A proactive approach, decisive in chaotic situations. You act promptly and analyze afterward; if you require exhaustive context before making a commitment, this position may not be a fit.

• Practical experience using AI tools (Claude, Cursor, ChatGPT, or similar) as part of your everyday workflow.

🏝️ Benefits

• Competitive salary plus performance bonuses.

• Comprehensive medical, dental, and vision coverage.

• 401(k) plan with a generous company match.

• Flexible paid time off and a remote-first work environment.

• Annual budget for professional development (certifications, conferences, AI tools).

• Equipment stipend.