Customer Success Manager

InformData is seeking a Customer Success Manager (CSM) who will play a vital role in the Client Success team, focusing on driving client value through proactive engagement and data-informed strategies. The CSM will manage day-to-day client relationships and ensure that client adoption aligns with business outcomes while identifying risks and growth opportunities early.

Responsibilities:

• Execute success plans aligned to documented client outcomes and business goals
• Track, analyze, and explain usage trends and adoption metrics on a regular cadence
• Translate data (volume, TAT, quality, etc.) into actionable client recommendations
• Adjust engagement strategy based on client maturity and adoption progress
• Guide clients toward consistent value realization through structured, insight-led conversations
• Own the ongoing client relationship, including communication cadence and meeting structure
• Lead recurring client meetings with forward-looking, outcome-oriented agendas
• Act as the primary point of contact for client usage, adoption, and workflow guidance
• Maintain consistent documentation of goals, feedback, risks, and next steps
• Ensure continuity and clarity during client changes (e.g., staffing, ownership shifts)
• Identify early warning signs across usage trends, engagement patterns, and client sentiment
• Maintain visibility into open issues and unresolved concerns
• Escalate risks with clear context, supporting data, and recommended mitigation steps
• Partner with AEs and internal teams to proactively address risks before renewal impact
• Monitor and communicate account health consistently
• Identify upsell signals based on usage trends and client conversations
• Assess and articulate client readiness indicators (operational, stakeholder, and timing)
• Coordinate structured CSQL handoffs to AEs with clear context and supporting insights
• Support early-stage opportunity conversations by providing adoption and value context
• Maintain alignment with AEs on account growth opportunities
• Act as the central source of truth for client context, including goals, usage, risks, and history
• Coordinate internal stakeholders for client meetings, QBRs, and initiatives
• Maintain accurate and up-to-date documentation across systems (HubSpot, Account Plans, Teams Channels)
• Communicate client updates, risks, and wins clearly across internal teams
• Ensure continuity and alignment across Customer Success, Sales, Product, and Operations
• Partner with AEs on account health, renewal readiness, and expansion signals
• Work with Customer Experience Partners (CEPs) to ensure issue resolution and feedback loops
• Align with internal teams to coordinate proactive client engagement and mitigation strategies
• Support QBR preparation through data gathering, insight development, and internal alignment

Requirements:

• Deep commitment to understanding and delivering on client goals
• Ability to interpret data to guide client strategy and uncover value
• Builds internal alignment across teams to drive client outcomes
• Anticipates challenges and mitigates risks before they impact client success
• Maintains meticulous documentation, follows established workflows, and ensures all client interactions and internal updates (e.g., CRM records, Success Plans, usage logs) are timely and accurate
• Able to effectively communicate across mediums (e.g., calls, presentations, emails, etc) and audiences (e.g., day-to-day contacts, executives, etc)
• 5+ years of experience in Customer Success, Account Management, or similar client-facing roles
• Strong ability to interpret and communicate data-driven insights to clients
• Proven ability to manage multiple accounts with structured execution and prioritization
• Experience working cross-functionally with Sales, Product, and Operations teams
• Proficiency with CRM and reporting tools (e.g., HubSpot, DOMO, Zendesk)
• Experience in SaaS, data services, or usage-driven products preferred