Customer Success Manager

Job Title: Client Success ManagerLocation: This is a remote role

Our client, a leading Sales Performance Training and Solutions company, has an immediate opportunity for a Client Success Manager to join their growing team.

Job Summary: Dynamic and client-focused Client Success Manager (CSM) will play a pivotal role in ensuring clients achieve maximum value from contracted Sales Performance solutions and services while providing technological and administrative support to team members. The CSM will lead and direct cross-functional teams to plan, schedule, and deliver training programs and other contracted services. In this role, the CSM will lead the onboarding process for new clients, setting clear expectations and delivering tailored training to drive early engagement and long-term success. Serving as the primary point of contact, while building strong relationships through regular check-ins and strategic conversations that foster trust and loyalty.

Key responsibilities include monitoring account health, identifying early signs of disengagement, and proactively resolving issues to maintain client satisfaction. Collaboration with the sales team to identify opportunities for renewals and upsells, lead Quarterly Business Reviews (QBRs) to showcase ROI and align on future goals. Serve as the voice of the customer by gathering and sharing feedback to enhance training content and delivery, while collaborating with sales, marketing, and product to ensure our offerings align with evolving client needs.

This role is ideal for someone with strong interpersonal skills, strategic thinking, and a proactive approach to problem solving. Passionate about helping clients succeed and thrive in a collaborative environment

Responsibilities:

• Client Onboarding & Enablement- Successfully guide new clients through the onboarding process, setting clear expectations and delivering comprehensive training on Sales Performance Services to ensure effective adoption.
• Relationship Building- Act as the point of contact for clients, conducting regular check-ins, and strategic discussions to foster trust, loyalty, and long-term partnerships.
• Account Health Monitoring- Monitor client engagement and usage of training programs, identifying early signs of disengagement and proactively addressing issues to maintain account vitality.
• Earning Renewals & Upsells- Identify opportunities for account growth and collaborate with sales teams to propose additional training modules or services to align with client goals.
• Voice of the Customer- Gather and share client feedback to enhance training content and delivery, advocating for the client needs across internal teams to drive continuous improvement.
• Account Planning- Develop and execute comprehensive account plans that outline strategic objectives, key milestones, and actionable steps to achieve client goals.
• Cross-Functional Collaboration- Partner with sales, product, marketing, legal, support, and operations teams to ensure client needs are reflected in business offerings and strategic initiatives.
• Business Reviews- Lead Quarterly Business Reviews (QBRs) to demonstrate ROI, assess progress, and align future objectives with clients.
• Issue Resolution- Swiftly address and resolve client complaints or concerns, ensuring a seamless and positive experience throughout the client journey
• Data-Driven Client Insights- Analyze client data and metrics to identify trends, measure success, and inform strategic decisions.

Tools Utilized:

• Preferred familiarity with:
• Gong
• HubSpot CRM functionality
• Learning Management Systems
• Microsoft Office
• Project Management tools

Qualifications:

• Bachelor’s Degree preferred or equivalent combination of education, training, and experience.
• 4+ years of successful experience in a customer service or account management role.
• Strong communication and interpersonal skills.
• Strategic thinking, problem-solving, organizational, and project coordination skills.
• Comfortable managing multiple projects and priorities simultaneously, with strong project management capabilities.
• Highly adaptable to changing circumstances, able to take initiative and work independently while maintaining focus on team and business goals.
• Collaborative and team oriented, with the ability to build strong working relationships across diverse teams in a remote environment.
• Knowledge of Learning and Development, Training, Sales or Sales Enablement industries preferred.