Client Success Manager

Job Description

Job Description

The Client Success Manager role demands a professional who can blend relationship management with business impact, ensuring every client achieves measurable outcomes with our solutions. This position requires the ability to manage multiple enterprise accounts, navigate complex stakeholder environments, and proactively address challenges before they escalate. It demands strong communication skills, commercial acumen, and a data-driven approach to track adoption, renewals, and growth opportunities. Success requires a balance of strategic thinking and hands-on execution—from running executive business reviews to resolving day-to-day client needs. Above all, this role calls for a client-first mindset, resilience, and the drive to turn client satisfaction into retention and expansion.

Key responsibilities

• Serve as the primary relationship owner for assigned clients, ensuring satisfaction and measurable outcomes.
• Drive client adoption and engagement of our solutions through proactive outreach, regular check-ins, and strategic planning.
• Manage the renewal process to maintain high retention rates and identify upsell and cross-sell opportunities.
• Collaborate with Sales, Product, Delivery, and Client Solutions teams to align on client strategy and execution.
• Serve as the voice of the client internally, capturing feedback and advocating for client needs in roadmap discussions.
• Track and report on key client metrics including adoption, renewal status, health scores, and satisfaction(CSAT / NPS).
• Support executive business reviews (QBRs / EBRs) to demonstrate value delivered and align on future opportunities.
• Proactively identify at-risk accounts and create action plans to address challenges and retain clients.
• Partner with onboarding teams to ensure smooth transition from implementation to steady-state success.
• Document client success stories, references, and case studies to support broader growth initiatives.
• Establish and refine best practices, playbooks, and processes for client management, renewals, and expansions.

Knowledge, Experience, Competencies