Client Success Manager
New
T
ThriveManaged Services
USA - East, EST daylight hoursFull-TimeSenior
Salary$60,000-75,000 (bonus eligible)
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Job Details
- Experience
- 5+ years
- Required Skills
- Project ManagementCustomer SuccessServiceNowAccount Management
Requirements
- 5+ years of experience in customer relationship management, customer success, or Client Delivery Management, preferably within managed services.
- Strong knowledge of business operations, project management, process improvement, risk management, and end-to-end change management.
- Solid business and financial acumen, including experience managing account P&L and driving commercial outcomes.
- General understanding of technology, managed services, and IT service management; ITIL/ITSM certification preferred.
- Familiarity with Agile methodology, Lean Six Sigma, and related continuous improvement practices.
- Proficiency with customer success and service management platforms such as ServiceNow and CustomerGauge.
- Bachelor’s degree in a related field preferred, or equivalent combination of education and experience.
Responsibilities
- Build and maintain strategic relationships with key customer stakeholders to understand business challenges, pain points, and desired outcomes.
- Deliver measurable business value by driving customer success, optimizing adoption of Thrive services, and ensuring best-practice utilization across the customer environment.
- Partner with internal teams to resolve complex customer issues, manage escalations, and ensure customer expectations are met.
- Oversee onboarding, training, enablement, and advocacy initiatives to promote engagement and long-term customer satisfaction.
- Manage account health and contract performance, including P&L oversight, retention, NPS/CSAT, engagement, and customer health metrics.
- Identify opportunities to expand revenue, improve lifetime value, and drive successful contract renewals.
- Utilize tools such as ServiceNow and CustomerGauge to monitor customer performance and support strategic account management.
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