Serve as the primary client contact post-implementation, ensuring seamless onboarding and ongoing success.
Educate clients on new features, best practices, and AI-driven efficiencies, driving engagement.
Identify underutilized features and guide clients toward maximizing value.
Organize training sessions, product deep dives, and enablement efforts to ensure adoption.
Communicate Posh’s AI roadmap, helping clients align with future innovations.
Guide clients through AI adoption phases, ensuring a structured and measurable approach.
Identify and mitigate competitive threats, reinforcing Posh’s differentiation.
Track market trends and competitor positioning, ensuring proactive client discussions.
Monitor client health, engagement, and renewal readiness to prevent churn.
Address risks and competitive challenges before they impact client retention.
Collaborate with internal teams to ensure a seamless renewal process and long-term satisfaction.
Identify opportunities for additional AI adoption and client expansion.
Partner with the Account Growth Manager to drive strategic expansion discussions.
Engage additional client stakeholders to expand Posh’s influence.
Serve as a trusted advisor, proactively addressing client concerns and escalating risks as needed.
Advocate for client needs internally, sharing insights with Product, Marketing, and Sales teams.
Maintain accurate client records in Salesforce, tracking engagement, risks, and opportunities.

3+ years of experience in customer success, account management, or client engagement, preferably in SaaS or AI-driven technology.
Strong relationship-building, communication, and problem-solving skills.
Experience with AI adoption strategies, product positioning, and competitor analysis.
Ability to strategically guide clients through AI roadmaps and communicate competitive differentiation.
Proficiency in Salesforce or similar CRM tools for tracking client interactions.
Ability to collaborate cross-functionally with Sales, Product, and Marketing teams.

Client Success Manager

Key skills