Client Success Manager
New
USA, EST daylight hoursFull-TimeMiddle
Salary$60,000-75,000 (bonus eligible)
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Job Details
- Experience
- 5+ years in client success or technical program management within technology/SaaS; or 5 years client facing experience in lieu of a degree.
- Required Skills
- SalesforceMicrosoft OfficeSaaSServiceNow
Requirements
- 5+ years in client success or technical program management within technology/SaaS working with Service Delivery teams.
- Strong communication, analytical, and problem-solving skills.
- Familiarity with ServiceNow.
- Familiarity with Salesforce.
- Familiarity with Microsoft Office.
- 4-year college degree with 2 years client facing experience in a client success type of role partnering with service delivery teams (preferred).
- In lieu of a degree, 5 years client facing experience in a client success type of role partnering with service delivery (required).
Responsibilities
- Manage day-to-day client success KPIs within assigned client base, including case management within ServiceNow.
- Participate in client onboarding, portal training, general Thrive education, and early engagement to ensure smooth adoption and initial value realization.
- Act as an operational advocate, support during escalations and maintaining strong client relationships through proactive communication.
- Monitor performance metrics (CSAT and NPS), identify trends, manage client communication and provide actionable insights to leadership.
- Partner with Service Delivery and the Retention team on client quality improvement plans, and effectively work with the internal departments to achieve agreed upon enhancements and deliverables.
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