Customer Success Manager

Role Overview

• The Customer Success Manager plays a pivotal role in delivering a high-quality and consistent post-sale experience to Prosci clients.
• This position is responsible for client onboarding, customer coordination, relationship management, and supporting the adoption of change management services and products related to Prosci’s license and membership offerings.
• The specialist collaborates closely with internal teams to ensure clients achieve their objectives.
• Client Engagement and Relationship Management: Serve as a primary point of contact post-sale for license and membership clients. Set clear expectations around timelines, roles, and next steps while maintaining positive, professional client relationships.
• Conduct regular check-ins and support business reviews to understand client goals, progress, and satisfaction, escalating risks or opportunities as needed.
• Leverage best company best practices to retain and renew Membership and Licensed software.
• Proactive Client Support and Advocacy: Act as a trusted partner to clients by providing guidance, responding to questions, and proactively identifying potential needs or concerns.
• Support the implementation of Prosci’s solutions by guiding clients through setup activities and early adoption milestones.
• Maintain accurate and up-to-date records of client interactions, engagement levels, and satisfaction in CRM systems.

Requirements

• Bachelor’s degree in Business, Communications, or a related field, or equivalent relevant professional experience.
• 4–7 years of experience in customer success, account support, client services, or a related role.
• Demonstrated ability to support client relationships and contribute to successful service delivery in a collaborative environment.
• Customer Focus: Prioritizes client needs with a "client’s best friend" mentality, fostering strong relationships to deliver exceptional service and tailored solutions that drive customer success.
• Build Relationships: Develops effective working relationships with clients and internal partners through trust, collaboration, and clear communication.
• Communicates Effectively: Delivers clear, concise, and tailored communications across multiple formats, ensuring a thorough understanding of diverse audience needs.
• Decision Quality: Makes informed, timely decisions by analyzing data and trends, driving successful outcomes for clients.
• Situational Adaptability: Adjusts approaches and behaviors in real-time to effectively respond to changing client and team needs in a dynamic environment.
• Resourcefulness: Proactively utilizes available resources to address client challenges and achieve organizational goals with effective, timely solutions.
• Experience using CRM systems to manage client data and track engagement; Salesforce experience preferred but not required.
• Proficiency with Microsoft 365 and virtual meeting platforms.
• Microsoft Office including basic capabilities plus proficient in Excel.
• General understanding of professional services delivery models; familiarity with change management concepts is a plus.