Client Success Manager

NetGain Technologies, LLC


Date: 4 days ago
City: Little Rock, AR
Contract type: Full time
Description

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.
  • Results-oriented position, potentially stressful.

Essential Functions

  • 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 Metrics: Monitor key performance indicators (KPIs) like customer satisfaction (CSAT), Net Promoter Score (NPS), churn risk, and engagement metrics to assess the overall health of customer relationships.

Authority And Responsibilities

  • Empowered by the Director of Customer Success to accomplish the responsibilities, duties, goals, and objectives established for the position.

Duties And Tasks

  • 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.
  • Meetings: Attend weekly Customer Success meetings.

Measures Of Performance

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.
  • Update CRM systems with customer interactions, updates, and outcomes to maintain accurate records of the customer journey.

Quarterly Activities

Consistently demonstrate value to clients, reducing potential churn to
  • Conduct 100% of necessary business review meetings with appropriate documentation and the correct audience.

    • Requirements

    Requirements:

    Educational Requirements

    • Required: Bachelor’s degree from a recognized university or technical college.

    Experience

    • Required: Minimum of 5 years of experience in client success, customer experience, or similar.

    Physical 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.
    • Senses of sight, speech (English), and hearing are required.

    Mental Requirements

    • 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.

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