Client Success Manager

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

📋 Description

• Take ownership of the comprehensive Customer Success strategy for a designated portfolio of clients, ensuring quantifiable business results and the realization of long-term value.

• Establish trusted relationships with key stakeholders in customer organizations and act as the primary advisor throughout the customer journey.

• Create, implement, and enhance strategic Success Plans that align with customer goals and measurable success criteria.

• Facilitate customer onboarding, promote adoption, drive engagement, and enhance maturity while expediting time-to-value.

• Lead Quarterly Business Reviews and collaborate on Executive Business Reviews to convey value realization, track progress, and offer recommendations.

• Track customer health by analyzing product usage, adoption trends, customer sentiment, and operational metrics; identify risks and develop mitigation strategies.

• Assist in renewal planning, confirm realized value, and pinpoint expansion opportunities that contribute to Net Revenue Retention.

• Collaborate with cross-functional teams across Product, Technical Support, Marketing, Professional Services, and Revenue Operations.

• Ensure accurate documentation in CRM and Customer Success platforms, including account and success plans, health metrics, stakeholder maps, objectives, risks, and action plans.

• Share best practices in Customer Success, aid in onboarding new team members, and engage in process enhancements.

• Implement Customer Success methodologies and lifecycle standards while enhancing operational efficiency.

⛳️ Requirements

• 3–5 years of experience in Customer Success, Account Management, or other customer-centric SaaS roles.

• Demonstrated ability to manage a portfolio of accounts with accountability for retention and growth results.

• Exceptional communication skills and executive presence, with the capability to lead structured business reviews and customer discussions.

• Experience in developing and executing success plans that align with customer business objectives and measurable outcomes.

• Commercial awareness with a background in supporting renewals and identifying opportunities for expansion.

• Proficient with CRM and Customer Success platforms; experience with Salesforce is preferred.

• Strong analytical abilities to interpret customer usage data and convert insights into actionable strategies.

• Experience in Hazardous Industries or Safety and Risk Management is highly desired.

• A Bachelor’s degree or equivalent experience is preferred.

🏝️ Benefits

• Medical

• Dental

• Vision

• Flexible Spending Accounts

• PTO

• Paid and Floating Holidays

• 401k with Company match and immediate vesting

• Company-funded Life Insurance

• Employee Assistance Programs

• No-cost Mental Health Benefits