Client Success Manager

Summary

Join Aprio's Technology Advisory team as a NetSuite Client Success Manager and contribute to the firm's growth by ensuring customer satisfaction and maximizing their value from Aprio's products and services. You will be responsible for onboarding new customers, building strong relationships, proactively addressing issues, engaging customers, gathering feedback, preventing churn, and identifying opportunities for upselling and account expansion. This role requires 3+ years of experience in customer success, account management, or customer service, along with expertise in managing customer success programs, analyzing customer data, and understanding product management's impact on customer experience. Strong communication, problem-solving, and organizational skills are essential, as well as familiarity with CRM tools, customer success platforms, and analytics software. Aprio offers a competitive salary, comprehensive benefits, and a flexible work environment, including remote and hybrid options.

Requirements

• 3+ years of experience as a customer success manager, account manager, or in customer success, account management, or customer service roles
• Experience in managing customer success programs, customer retention, and upselling strategies
• Ability to analyze customer data and usage trends to identify areas of improvement
• Understanding of product management and its impact on customer experience
• Strong interpersonal and communication skills, with the ability to build and maintain long-term relationships and work cross-functionally
• Excellent problem-solving and critical-thinking abilities, with a customer-focused mindset and a proactive approach
• Strong organizational and time management skills, with the ability to manage multiple accounts and priorities simultaneously
• Familiarity with CRM tools, customer success platforms, and analytics software
• Solid negotiation skills to handle complex customer accounts

Responsibilities

• Guiding new customers through the initial stages of using the product or service, ensuring they understand its value and how to use it effectively
• Developing strong, trusting relationships with customers, acting as a primary point of contact and a trusted advisor
• Identifying potential issues or challenges before they impact the customer and working to resolve them quickly and efficiently
• Encouraging customers to use the product or service regularly and to take full advantage of its features
• Gathering customer feedback to improve the product or service and advocating for customer needs within the company
• Identifying and addressing factors that could lead to customer churn, working to retain customers and ensure their long-term satisfaction
• Identifying opportunities to increase customer revenue through upselling and expanding their usage of the product or service

Benefits

• Medical, Dental, and Vision Insurance on the first day of employment
• Flexible Spending Account and Dependent Care Account
• 401k with Profit Sharing
• 9+ holidays and discretionary time off structure
• Parental Leave – coverage for both primary and secondary caregivers
• Tuition Assistance Program and CPA support program with cash incentive upon completion
• Discretionary incentive compensation based on firm, group and individual performance
• Incentive compensation related to origination of new client sales
• Top rated wellness program
• Flexible working environment including remote and hybrid options