Lead point of contact for all client account management matters
Suggest solutions and innovative ideas to meet client needs
Develop trusted advisor relationships with key accounts, customer stakeholders, and executive sponsors
Be the leader and orchestrator during customer escalation situations ensuring responsiveness and speedy resolution
Build effective business strategy for client’s post launch to enable the long-term retention and growth of the account
Collaborate with internal teams to advocate for client’s needs, drive adoption, and provide best in class support
Clearly communicate the progress of monthly, quarterly and annual initiatives to internal and external stakeholders
Forecast and track key account metrics (e.g. enrollment and adoption)
Analyze data through reports and trends
Negotiate contracts and close renewal agreements
Minimize Churn, anticipating and identifying risks and mitigating them
Upsell and cross sell new products and services

Proven work experience of 3+ years as a CSM or Sales
Demonstrable ability to communicate, present and influence client C-Level stakeholders
Solid experience with Account Management reporting systems, CRM software (e.g. Gainsight, Salesforce), Google Suite, and MS Office (particularly MS Excel), as well as AI tools (Gemini, ChatGPT, etc.)
Understanding of sales performance metrics or KPIs
Experience delivering client-focused solutions to client needs
Availability to travel as needed
Occasional need to work outside of normal business hours as required to support client

Client Success Manager

Key skills