Client Success Manager

Client Success Manager

Requirements

• Proficiency with CRM software (e.g., Salesforce) and other customer success tools is a plus.
• Expertise in Microsoft Office Suite.
• Basic understanding of SaaS solutions and sales.
• 2+ years of relevant work experience in a customer-facing Customer Success or Account Management role.
• 3-5 years of experience in customer service, account management, or a client-facing role (experience in SaaS sales or support preferred).
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical clients.
• Strong interpersonal skills with the ability to build and maintain positive client relationships.
• Highly organized and detail-oriented, with the ability to manage multiple tasks and projects simultaneously.
• Problem-solving skills, with the ability to handle challenging situations and resolve client issues effectively.
• A customer-first attitude and a commitment to ensuring client satisfaction.
• Adaptability to rapidly changing environments and customer requirements.
• Strong analytical skills to evaluate, solve, and document customer issues for escalation.
• Commitment to follow through and resolve problems diligently.
• Strong sense of urgency and accountability.
• Ability to work remotely while actively contributing to a global team.

Responsibilities

• Build and foster strong relationships with North America and EMEA-based customers to minimize churn and drive expansion.
• Develop a deep understanding of the customer’s business and technical objectives, collaborating with them to build a strategic joint success plan.
• Develop and apply specialized knowledge of the OnLocation application to proactively support customers’ success plans.
• Engage with customers at scheduled intervals based on our touchpoint framework.
• Proactively analyze customer product usage data and take necessary actions to mitigate risk, improve adoption, and reduce churn.
• Regularly assess, plan, and document customer success journeys in Salesforce.
• Collaborate across teams: Partner with the Channel team, Finance, Support, and Development to deliver seamless and impactful customer experiences.
• Deliver value: Provide personalized recommendations, lead product demonstrations, paid training sessions, and host webinars to guide customers through their journey.
• Showcase product expertise: Develop a deep understanding of OnLocation and its advanced features to help customers optimize their use of our tools.
• Create scalable resources: Develop content like video tutorials, best-practice guides, and email campaigns to support customer success at scale.
• Manage North America and EMEA lead passing to partners.
• Support the Channel team by providing sales reports, ensuring necessary collateral is available, and tracking pipeline activity.
• Work closely with the Finance team on customer renewals and price increases.
• Resolve client issues promptly by working closely with internal teams, such as Support and Development.
• Monitor client satisfaction through regular feedback collection and make recommendations for service improvements.
• Help clients understand technical details and guide them through complex processes in simple, clear language.
• Prepare and present reports on customer feedback and project outcomes to identify trends and areas for improvement.
• Identify opportunities to enhance the customer experience and work on strategies for retention and growth.

Preferred Qualifications

• Strong written, oral, and interpersonal communication skills with the ability to initiate and manage relationships over the phone, email, and via Teams presentations.
• Excellent listening skills to fully understand customer needs and frustrations.
• Ability to communicate complex technical topics clearly to users of varying technical expertise.
• Strong problem-solving skills and the ability to handle challenging situations effectively.
• Highly organized and detail-oriented, with the ability to manage multiple tasks and projects simultaneously.
• Strong analytical skills to assess, track, and report on customer engagement and success metrics.
• Commitment to follow through and ensure customer success.
• A proactive and results-driven approach with a strong sense of accountability.
• Ability to self-manage and maintain flexible working hours.
• Ability to work remotely while actively contributing to a global team.