Client Success Manager

Compensation: $75,000 - $85,000 depending upon experience

Client Success Manager

• Location: Tampa, Florida (Corporate Office)
• Employment Type: Full-Time
• Reports to: Sr. Client Success Manager

Position Overview

• The Client Success Manager plays a critical role in supporting and retaining our clients by
• ensuring they receive maximum value from our products and services. This position was created
• to strengthen client relationships, enhance engagement, seek out expansion opportunities and
• minimize churn.
• The ideal candidate will leverage a strong background in SaaS and enterprise technology
• solutions to deliver successful client onboarding, training, and ongoing support. While not a sales
• role, the Client Success Manager is responsible for identifying opportunities for account growth
• and ensuring clients remain fully informed and satisfied with our suite of software & services.

Key Responsibilities

Client Onboarding and Relationship Management

• • Partner with Account Executives and Account Managers to guide clients through the
• implementation and adoption process.
• • Establish and maintain trusted relationships with key stakeholders within client
• organizations.
• • Evaluate and understand client business goals to ensure product alignment and long-term
• success.

Client Support and Retention

• • Provide proactive client support, addressing inquiries, troubleshooting issues, and
• ensuring prompt resolution.
• • Host training sessions, webinars, and product demonstrations to drive user adoption and
• engagement.
• • Conduct regular check-ins and Quarterly Business Reviews (QBRs) to assess client
• satisfaction and performance outcomes.
• • Serve as the client advocate internally, representing their needs and feedback to cross-
• functional teams.
• Process Improvement and Collaboration • Collaborate with internal departments—including Product Managers, Sales, and
• Operations—to enhance client experience and outcomes.
• • Develop educational materials and client resources to support onboarding and continued
• usage.
• • Support initiatives to improve client retention, satisfaction, and Net Promoter Scores
• (NPS).

Qualifications and Experience

• • Minimum of 3 years of experience in SaaS or enterprise software customer success,
• account management, or client services.
• • Demonstrated proficiency with CRM systems (e.g., Salesforce, HubSpot).
• • Experience using Conversational Intelligence tools (e.g., Gong, Chorus, or SalesLoft).
• • Proven ability to communicate Return on Investment (ROI) and demonstrate value
• through measurable outcomes.
• • Exceptional verbal, written, and presentation skills.
• • Strong analytical and problem-solving abilities with attention to detail.
• • Ability to collaborate effectively across teams and organizational levels.

Success Metrics

• • Achievement of client retention and satisfaction goals.
• • Increased product adoption and usage within assigned accounts.
• • Year-over-year growth in account spend.
• • NPS maintained or improved within target range.
• • Positive internal and external feedback on professionalism and collaboration.

Compensation and Benefits

• • Competitive salary
• • Comprehensive health, dental, and vision insurance
• • 401(k) plan with matching contributions
• • Paid time off and flexible scheduling
• • Remote work environment with opportunities for travel as needed

Physical Requirements

• • Ability to sit or stand for extended periods (up to four hours). • Frequent use of computer, phone, and standard office equipment.
• • Occasional lifting or moving of materials up to 20 pounds.
• • Ability to communicate clearly and effectively with clients and colleagues.