Client Success Manager

3-5 years in B2B Client Success or Account Management, preferably in SaaS Experience in the Global Mobility industry Excellent client communication and relationship-building skills Strong commercial awareness with ability to manage renewals and identify upsell Highly organised with strong follow-through and attention to detail Experience working cross-functionally in a fast-paced environment Ability to translate complex features into simple client training materials Experience managing client-driven change requests and aligning cross-functional delivery Proficient in CRM systems, reporting tools, and task management platforms

Act as the main point of contact for all post-go-live client matters Build strong, trusted relationships with client stakeholders Schedule and lead client meetings with clear agendas, structured follow-ups, and ongoing cadence Share relevant product updates, insights, and best practices Lead QBRs and strategic business reviews Educate clients on new features and drive adoption Cultivate advocacy and gather client references Share marketing collateral and invite to webinars Drive adoption of new features and track usage metrics Proactively engage clients with tailored guidance on how to leverage new features Create and deliver client-facing training materials and walkthroughs Monitor engagement to identify areas where additional enablement is needed Own red account reporting and recovery plans Track product usage, feedback, escalations, and satisfaction Maintain client CRM records and CSM dashboards Conduct regular internal reviews to align on account status Own the commercial renewal process for assigned accounts Identify expansion opportunities aligned with client needs Manage and scope client change requests (e.g., policy updates, new locations, new features) Maintain and update renewal strategy slides; flag blockers early Partner with Sales and Product to pitch upsell opportunities Ensure client commitments are managed in JIRA and delivered cross-functionally Collaborate with Delight, Product, and Advisory teams for seamless delivery Share client updates bi-weekly in internal forums and dashboards