Client Success Manager

This is a fully remote position, open to applicants in North Carolina.

📋 Description

• Manage the client relationship as the primary point of contact from project initiation to completion. Clients rely on your expertise, seek your guidance, and return due to the trust you build. You proactively communicate, ensuring clients never have to follow up for status updates.

• Oversee the project plan, managing up to 20 simultaneous engagements (ranging from $30–50K, lasting 3–8 weeks), while coordinating small engineering teams using our AI-powered delivery tools. You monitor milestones, identify risks early, swiftly resolve blockers, and ensure progress without needing reminders. AI manages documentation and reporting overhead to keep workloads manageable.

• Lead the engagement from kickoff to hypercare. You will implement a structured process, including a 30-minute kickoff, 2–3 discovery sessions, FRD review, UAT, and hypercare. You will create the FRD with the help of AI, finalize initial discovery within seven business days, and address any outstanding items before development begins. Status updates are sent every Monday, ensuring every meeting has a clear purpose, agenda, and outcome.

• Maintain control over scope and commitments. You uphold scope discipline to ensure projects remain profitable and 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 manage this in a way that strengthens client relationships rather than strains them.

• Operate primarily through Claude. Claude is your main interface, not just an occasional tool. You use it to gather context (SOW summaries, account history, project health briefings), execute tasks that produce client-facing documents (kickoff deck, discovery questionnaire, FRD, UAT guide, weekly status report), and keep Notion — our record-keeping system — up to date. The scrum agent reports project status to a dashboard that you act upon; you won’t need to chase engineers for updates.

• Identify new opportunities. You serve as the eyes within the account, spotting follow-on projects, managed services opportunities, and related issues we could address. Involve sales when there's a lead worth pursuing — while you won’t close the deals, you ensure they are not overlooked.

⛳️ Requirements

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

• Familiarity with Salesforce and/or MuleSoft — sufficient to communicate effectively and recognize when challenges exceed estimations, although deep architecture or implementation expertise is not necessary (AI manages that aspect).

• Adaptability to a Kanban-style, agent-orchestrated environment where daily updates are provided by a scrum agent and project health is displayed on a dashboard — if you require sprint cadence and ticket grooming for productivity, this role may not be suitable.

• Outstanding written and verbal communication skills — clear, concise, confident, and approachable.

• A high-volume, context-switching operator capable of managing 15–20 active projects and transitioning between them smoothly — handling volume is intrinsic to the role, not a phase to outgrow.

• Ability to build rapport and foster strong client relationships that lead to referrals, while also being proactive in driving necessary actions when required.

• Driven, ambitious, and highly receptive to coaching — you prefer quick corrections over complacency.

• A proactive mindset, decisive even in chaotic situations. You take action first and analyze afterward; if you require extensive context before making decisions, this role may not be a good fit.

• Practical experience utilizing AI tools (Claude, Cursor, ChatGPT, or similar) as an integral part of your daily workflow.

🏝️ Benefits

• Competitive salary plus performance-based bonus

• Comprehensive medical, dental, and vision insurance

• 401(k) plan with a generous company match

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

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

• Equipment stipend