Client Success Manager

SUMMARY:
We are seeking a dynamic and customer‑focused Client Success Manager to join our clients operations team. This role owns the full client lifecycle from onboarding to long‑term account growth. The Client Success Manager is responsible for ensuring clients successfully implement and use the platform in their daily operations, while driving retention, expansion, and long‑term value.
The ideal candidate will play a pivotal role in building and maintaining strong client relationships, ensuring successful implementation of workflows, technician adoption, and compliance processes. This is a hands‑on role requiring close collaboration with client teams, including on‑site engagement where needed, to ensure real‑world adoption.

POSITION INFO:
Requirements:

• 2 to 5 years experience in customer success, account management, or a similar client facing role
• Exposure to SaaS, operations, or field service environments is beneficial
• Strong communication and problem solving skills
• Comfortable managing onboarding, training, and ongoing client relationships

• Act as the primary point of contact for assigned clients, building strong and lasting relationships.
• Regularly engage with clients to understand their business goals and how the platform can support them.
• Conduct regular check‑ins, reviews, and performance evaluations.

• Oversee the onboarding process for new clients, ensuring a smooth transition.
• Collaborate with the implementation team for timely deployment.
• Ensure accounts are correctly configured before go‑live.
• Drive real usage in the field, not just system setup.

• Serve as an escalation point for client issues and coordinate resolution with internal teams.
• Proactively identify and address potential challenges impacting satisfaction or retention.

• Provide training and resources to ensure effective platform use.
• Develop customized solutions and workflows tailored to client needs.

• Act as the voice of the client internally, sharing feedback with product, support, and development teams.
• Advocate for client needs while aligning with organizational goals.

• Track success metrics, usage data, and KPIs to assess client value.
• Provide regular performance updates and strategic recommendations.

• Drive retention by ensuring satisfaction and continued usage.
• Identify upselling and cross‑selling opportunities.
• Own retention and expansion revenue targets.
• Prevent churn and identify growth opportunities across sites, users, and modules.

• Customer Relationship Management
• Problem‑Solving
• Technical Proficiency with SaaS platforms
• Strong Communication (verbal and written)
• Analytical Thinking

• Client‑Centric Mindset
• Team Collaboration
• Organizational Skills
• Adaptability
• Leadership

• Drive successful client onboarding within defined timelines.
• Monitor and improve client usage, engagement, and adoption.
• Maintain high retention rates by proactively addressing risks.
• Identify and execute opportunities for account growth.
• Ensure timely resolution of client issues with internal collaboration.