Client Success Manager

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

📋 Description

• Develop and deliver solutions tailored for enterprise clients.

• Onboard clients while enhancing and maintaining enterprise client relationships.

• Foster ongoing client connections and promote product/service adoption.

• Enhance client satisfaction through proactive consultation and gap analysis.

• Identify new business opportunities with current clients by advocating company products and services.

• Utilize consultative selling techniques and represent service and product implementation at an enterprise level.

• Effectively communicate, present, and influence key stakeholders across all organizational tiers.

• Formulate medium- to long-term strategies and plans to protect, expand, and diversify client relationships.

• Diagnose root causes of customer churn and client dissatisfaction.

• Address client issues directly and adjust to unforeseen situations.

• Employ customer engagement models from high-touch to low-touch as appropriate.

• Keep clients informed about new tools, products, and services while offering demonstrations.

• Guide clients through onboarding processes, initiatives, working sessions, and presentations.

• Produce client deliverables, including playbooks and marketing materials, and respond to RFPs/RFIs.

• Comprehend both case-level and program-level client requirements.

• Formulate implementation plans for new products and services.

• Create training materials for the team and act as a visible leader.

• Carry out other related tasks as assigned.

⛳️ Requirements

• Bachelor’s degree (Master's or JD preferred).

• 5 years of experience in Sales, Sales Support, or project management roles.

• Demonstrated ability to maintain highly valuable and outcome-driven relationships with a diverse customer base.

• Experience with enterprise-level deployments and program management.

• Strong analytical and logical reasoning skills.

• High degree of client empathy.

• Proficient in building relationships with clients.

• Ability to influence and drive change with clients.

• Exceptional organizational skills and the ability to multitask effectively.

• Capable of problem-solving and adjusting plans when challenges arise or situations are ambiguous.

• Skilled in scoping and understanding a client’s case and program-level objectives, developing plans accordingly.

• Competent in delivering detailed and complex information clearly.

• Support Sales in proposals, presentations, and upselling Lighthouse products.

• Strong technical writing and presentation capabilities.

• Ability to cultivate positive and professional relationships at all levels, both internally and externally.

• Capable of delegating tasks to Client Services, Advisory Services, and other departments.

🏝️ Benefits

• Medical, dental, and vision insurance.

• 401k plan with company match.

• Company-covered Life & AD&D insurance.

• Company-funded short- and long-term disability insurance.

• Telemedicine services.

• Wellness programs.

• Flexible PTO policy.

• Paid volunteer days.

• Optional accident, hospitalization, and critical illness insurance.

• Pet insurance available.

• Annual bonus or incentive program.