Client Success Manager

Key Responsibilities:

Key Account Management

• Serve as the primary point of contact for an assigned portfolio of key and strategic client accounts.
• Build, grow, and strengthen long-term client relationships, ensuring exceptional service and retention.
• Conduct regular account reviews, roadmap sessions, and budgeting conversations with clients and stakeholders.
• Address client inquiries, escalations, and service needs with accuracy, urgency, and professionalism.
• Maintain detailed and up‑to‑date client documentation within the company CRM.

Mentorship & Team Support

• Act as a mentor and resource for Junior Client Success Managers, supporting training, development, and best practices.
• Provide guidance on account management strategies, client communication, and internal processes.
• Assist Senior CSMs and the Director of Client Success with high‑priority initiatives, internal coordination, and special projects.

Pre‑Sales & Revenue Support

• Participate in prospecting calls to help qualify opportunities.
• Support pre‑sales activities, including gathering requirements, documenting needs, and preparing client‑facing materials.
• Identify upsell, cross‑sell, and expansion opportunities within existing accounts.
• Assist with contract negotiations and manage renewals for assigned accounts.

Reporting & Performance Tracking

• Monitor and forecast key performance indicators (KPIs) related to client health, engagement, and satisfaction.
• Provide internal and external reporting on account activity, performance, and growth opportunities.

Events & Lead Generation

• Participate in company events, trade shows, and networking activities to support brand visibility and lead generation.
• Lead and manage client referral opportunities from initial engagement through deal closure.

Basic Qualifications:

• 1-3 years of experience in account management, customer service, or a related role, preferably in the technology or IT services industry
• Strong interpersonal and communication skills, with the ability to build and maintain relationships with clients and internal stakeholders
• Excellent organizational and time management skills, with the ability to manage multiple priorities simultaneously
• Basic understanding of IT infrastructure, cloud services, and managed services concepts
• Properly sets and manages expectations
• Exceptional customer service skills and approach
• Ability to work cooperatively and collaboratively with different internal teams, team-player mindset
• Strong problem-solving skills and a proactive approach to addressing client needs
• Excellent presentation and public speaking skills
• Willingness to learn and adapt to new technologies and industry trends
• Customer-focused mindset with a passion for delivering exceptional service
• Ability to simplify complexity

Preferred Qualifications:

• Previous experience in IT sales, managed services, or technology solutions is a plus.
• Bachelor’s degree in Business, Marketing, Communications, or a related field preferred.