Client Success Manager

Team: Client Success Management

Location: Remote

Commitment: Full-time

Workplace Type: remote

Salary:

Responsibilities

Drive client adoption and program success, ensuring learning initiatives are effectively implemented, utilized, and aligned to business priorities
Serve as an advisor to client stakeholders, helping translate business challenges into actionable learning strategies
Build and maintain relationships with stakeholders to ensure alignment and ongoing engagement
Monitor and influence key health indicators, including adoption, utilization, engagement, and stakeholder alignment
Proactively identify risks to client success, including low adoption, disengagement, or organizational changes, and activate appropriate action plans and internal resources
Lead program launch and ongoing enablement, partnering cross-functionally to deliver a strong client experience throughout the lifecycle
Leverage data and insights to guide client strategy, helping clients understand performance and opportunities for improvement
Identify signals for growth and expansion, and partner with Client Account Executives to support opportunity development and client readiness
Act as the internal advocate for the client, ensuring alignment across teams while maintaining focus on delivering value within scope 

Qualifications

3+ years of experience in customer success, consulting, or account management within a SaaS environment
Demonstrated ability to drive adoption and customer engagement across a portfolio of clients
Strong ability to build relationships and influence stakeholders, including program owners and leadership
Ability to analyze customer data and translate insights into actionable recommendations, identifying trends, risks, and opportunities
Proven ability to manage a book of business, prioritize effectively, and operate in a fast-paced environment
Strong communication skills across written, verbal, and presentation formats, including the ability to deliver clear, client-ready recommendations
Experience collaborating cross-functionally (sales, product, support) to support customer outcomes 

Digital and AI Proficiency (Required)

Proficiency using core business systems, including CRM platforms (e.g., Salesforce), customer engagement tools, and reporting dashboards
Ability to leverage data and systems to inform decisions, monitor client health, and guide strategy 
Demonstrated ability to use modern productivity tools (e.g., Microsoft Office or Google Workspace) to create clear, professional client deliverables
Proficiency in using AI tools (e.g., ChatGPT or similar) to improve efficiency and effectiveness, including: 
Synthesizing call notes and identifying key insights
Drafting client communications and executive summaries
Preparing for meetings with structured plans and hypotheses
Identifying risks and recommended actions from data or transcripts
Ability to apply critical thinking and judgment when using AI, ensuring accuracy, data privacy, and high-quality client-facing outputs