Client Success Manager

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

📋 Description

• Act as the main point of contact for clients, providing communication, support, and fostering strategic partnerships.

• Facilitate regular client meetings, coordinate follow-up actions, and pinpoint opportunities to enhance satisfaction, retention, and account growth.

• Establish long-lasting partnerships that yield operational and financial benefits; focus on optimizing, retaining, and expanding current accounts.

• Work collaboratively with Operations, Product, Finance, IT, and other departments to address service issues, support contracts, and ensure successful outcomes for clients.

• Maintain a thorough understanding of product configurations, system functionalities, and cross-service workflows to assist clients and troubleshoot issues effectively.

• Supervise onboarding, implementation, project execution, software releases, and user acceptance testing (UAT) activities.

• Track client performance, analyze operational and financial metrics, identify trends or anomalies, and communicate risks, recommendations, and solutions.

• Manage reporting, account reconciliation, invoice accuracy, overdue revenue recovery, and monthly deliverables related to settlement.

• Provide education to clients on product features, operational processes, and industry best practices.

• Handle multiple priorities in a dynamic environment.

• Stay informed on relevant legislation, regulatory requirements, and client contracts.

• Be prepared to travel up to 30–50% for client meetings, onsite support, implementations, conferences, and relationship management.

⛳️ Requirements

• A Bachelor’s degree is preferred, or an equivalent mix of education, training, and experience is required.

• 3-5 years of experience in a client-facing role, account management, or a similar position.

• Experience with government agencies, municipalities, public sector clients, or regulated industries is strongly preferred.

• A solid understanding of customer contracts, compliance demands, and relevant legislation in a client service context is preferred.

• Proven ability to cultivate trusted client relationships, enhance client satisfaction and retention, and identify growth and operational improvement opportunities.

• Demonstrated capability to manage escalated client issues, navigate challenging conversations, and resolve problems with professionalism, urgency, and sound judgment.

• Ability to guide clients through operational and system-related modifications, including implementations, process enhancements, software upgrades, and transitions.

• Strong analytical, organizational, and problem-solving skills; adept at evaluating complex situations, interpreting data, recognizing risks, and formulating effective solutions.

• Excellent verbal and written communication skills with various stakeholders, including executive leadership and government officials.

• Experience in gathering, documenting, and conveying business and client requirements to cross-functional teams.

• Ability to handle multiple priorities, adjust to changing business needs, and maintain accountability in a fast-paced setting.

• Capable of working independently while collaborating effectively within cross-functional teams.

• Strong technical skills with proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook); experience with CRM or client management platforms is preferred.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Retirement savings plan with employer contributions.

• Opportunities for professional development and career advancement.

• Flexible work arrangements to promote work-life balance.