Client Success Manager

New York City, NY - USA

Monthly Salary: Not Disclosed

Posted on: 5 days ago

Vacancies: 1 Vacancy

Job Summary

The Client Success Manager (CSM) is responsible for managing client relationships ensuring customer satisfaction and driving value realization for clients using the companys products or services. Working remotely the CSM acts as the primary point of contact for clients proactively identifying opportunities for engagement addressing concerns and coordinating internal resources to deliver solutions. This role focuses on retention growth and long-term partnership success.

Key Responsibilities:

Build and maintain strong relationships with assigned client accounts

Serve as the main point of contact for client inquiries support issues and service escalations

Develop a deep understanding of client needs business objectives and success metrics

Onboard new clients providing training and guidance on product or service usage

Monitor client engagement and satisfaction identifying opportunities for improvement or expansion

Collaborate with sales product and support teams to address client needs effectively

Develop and deliver account plans regular status reports and performance reviews

Proactively identify potential risks to client satisfaction and implement mitigation strategies

Track key performance indicators (KPIs) such as retention rates product adoption and client health scores

Support renewal and upsell initiatives in partnership with sales teams

Required Qualifications:

Bachelors degree in Business Marketing Communications or related field

Minimum of 35 years of experience in client success account management or customer relationship management

Excellent verbal and written communication skills

Strong problem-solving negotiation and interpersonal skills

Ability to manage multiple clients and projects simultaneously

Proficiency with CRM software (e.g. Salesforce HubSpot Gainsight)

Ability to work independently in a fully remote environment

Preferred Qualifications:

Experience in SaaS technology healthcare or professional services industries

Proven track record of managing enterprise or high-value accounts

Knowledge of client success metrics data analysis and reporting

Customer success certification (e.g. Certified Customer Success Manager CCSM)

Annual Compensation:

Salary Range: $75000 $115000 per year based on experience client portfolio and geographic location

Benefits Package:

Comprehensive medical dental and vision insurance

401(k) retirement plan with employer match

Paid time off (PTO) including vacation sick leave and paid holidays

Fully remote work arrangement within the United States

Professional development training and certification opportunities

Life insurance and short- and long-term disability coverage

Employee assistance and wellness programs