The Client Success Manager (CSM) is responsible for ensuring clients achieve their desired business outcomes through strategic, proactive engagement with Vendor’s products and services. This role focuses on building trusted, long-term client relationships by deeply understanding client goals, aligning product value to strategic objectives, and serving as a key liaison between the client and Vendor. The CSM is accountable for driving client satisfaction, improving Net Promoter Score (NPS), and fostering long-term client loyalty by proactively addressing risks, creating Client Action Plans, and ensuring a positive overall client experience.
Reasonable Accommodations Statement
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
ESSENTIAL FUNCTIONS
· Develop and maintain solid, consultative relationships with key client stakeholders,
gaining a deep understanding of their strategic business goals, challenges, and success criteria.
· Serve as a strategic advisor to clients by aligning Vendor’s products and services to client objectives and guiding clients toward best practices that maximize value and outcomes.
· Support client renewals by participating in strategic renewal discussions, reinforcing value realization, and collaborating with Sales and other internal teams throughout the renewal process. Identify and qualify upsell opportunities through ongoing client conversations and usage insights, partnering with Sales to advance opportunities without owning the full upsell lifecycle.
· Proactively engage clients through regular, structured touchpoints, including strategic business reviews, to assess progress, surface risks, and ensure continued alignment with client goals. Deliver insights and updates to clients on product enhancements, roadmap direction, and relevan