Client Success Manager

Role Overview

• Responsible for driving adoption, retention, and growth for a large volume of customers through automated engagements, data-driven insights, and scalable resources.
• Lead the creation, maintenance, and evolution of self-service client resources, touch points, and communication cadences.
• Partner with Account Managers to provide client support across key account segments. Includes leading client success reviews for certain clients, managing the success program for designated clients.
• Churn Mitigation and Client Health Monitoring: Responsible for proactively monitoring client engagement, satisfaction, and product usage to identify accounts that may be at risk of churn. Develop and execute account-specific plans to address risks, support client goals, and improve the overall health of each relationship.
• Renewal Strategy and Execution: Own the 120-day renewal planning process for assigned accounts. Collaborate with AMs and cross-functional teams to ensure timely preparation and execution of renewal strategies, helping secure contract renewals and maximize client retention.
• Operational Reviews and Communication: Lead and document operational business reviews with clients, ensuring regular, structured touchpoints to evaluate progress, align goals, and identify opportunities for added value.
• Client Advocacy and Enablement: Act as a dedicated client advocate, ensuring that client needs and feedback are represented internally across product, support, and leadership teams.
• Performance Measurement: Performance is measured by client engagement, reduction of churn, and impact on net retained revenue.

Requirements

• Minimum of 2 years of experience in Client Experience, Client Success, or a related field within the financial services and/or SaaS industry, managing a large book of business.
• Within a tech-touch segment, experience with self-service client resources, touch points, and communication cadences.
• Experience creating and/or owning a client tech-touch segment is preferred.
• Experience with Red Oak software and/or the 4U platform is highly desirable.
• Proficiency in CRM software; Salesforce, Freshdesk, Zendesk preferred.
• Strong analytical and problem-solving skills with the ability to interpret client data and feedback.
• Excellent verbal and written communication skills, with the ability to articulate complex concepts clearly and effectively.

Benefits

• Health insurance
• Flexible working hours
• Professional development opportunities