Client Success Manager
20 days ago
Little Rock
Job DescriptionDescription: Position Guideline Summary: A Customer Success Manager (CSM) is responsible for ensuring that customers achieve their desired outcomes while using our services or products. The CSM acts as a strategic advisor and trusted point of contact throughout the customer journey, from onboarding to renewal. The goal is to reduce churn and increase the likelihood of cross-sell/upsell opportunities. Reporting Relationships: • The Customer Success Manager primarily reports to the Director of Customer Success., • The Customer Success Manager will not have any direct reports. Working Conditions: • Primarily indoors, in an office., • Includes visiting customers, suppliers, and attending educational/professional conferences., • Travel by ground and air required., • Relationship Management: Build and maintain strong, long-term relationships with customers to understand their business needs and challenges., • Customer Advocacy: Act as the voice of the customer within the company, ensuring their feedback is shared with relevant internal teams (e.g., Product, Sales)., • Problem-Solving & Support: Address and resolve any issues or roadblocks customers may encounter. Act quickly to mitigate a negative experience., • Retention & Renewals: Proactively manage customer renewals by identifying risks, addressing concerns, and finding opportunities to expand the relationship., • Upsell/Cross-sell: Identify opportunities for upselling or cross-selling additional products or services that align with the customer’s needs., • Collaboration: Work closely with Sales, Marketing, and Operations teams to ensure customer feedback and needs are addressed in future product developments and campaigns., • Customer Onboarding: Lead and manage the onboarding process for new customers, ensuring they are effectively introduced to our services and collaborate with our operations team on discovery and go-live., • Customer Offboarding: Lead and manage the offboarding process for customers, ensuring all documentation is delivered back to the client or alternate MSP., • Conducting Business Reviews: Ensure customers derive maximum value from our partnership and services, strengthening the relationship. Business reviews assess progress, uncover challenges, celebrate successes, and align on future goals., • Collaboration: Collaborate with Managed Services and Professional Services Account Executives on any cross-sell or upsell for current clients. Daily Activities: • Prepare for and conduct customer conversations, whether strategic business reviews or regular check-in meetings., • Support Managed Services or Professional Services Account Executives in cross-sell/upsell activities for current clients., • Complete onboarding or offboarding activities with organization and professionalism., • Attend internal meetings with other teams to discuss customer needs, share insights, and collaborate on driving success., • Consistently demonstrate value to clients, reducing potential churn to <5%., • Conduct 100% of necessary business review meetings with appropriate documentation and the correct audience.Requirements: Requirements: Educational Requirements: • Sitting and moving around as required within the office and shop areas., • Ability to perform walking, turning the head and torso, reaching, grasping, bending, and flexing the arms, legs, wrists, and fingers with or without accommodations., • Mathematical abilities for scheduling and basic accounting functions., • Fluency in English (read, write, and speak)., • Ability to perceive spatial relationships (minor requirement)., • Desire to help businesses of 10 to 500 employees., • Uncompromising integrity., • Great communication skills for business conversations with corporate leaders., • Quick thinker and fast learner., • Reasoning ability to resolve problems., • Strong organizational skills to perform and prioritize multiple tasks seamlessly with excellent attention to detail., • Expert-level written and verbal communication., • Proactive problem-solving with strong decision-making capability., • Highly resourceful team player, effective independently., • Forward-looking thinker who actively seeks opportunities and proposes solutions., • Ability to achieve high performance goals and meet deadlines in a fast-paced environment., • Proficient with Microsoft Office.