Client Success Manager

Summary

Join Billhighway as a Client Success Manager and empower our non-profit clients to improve the world. Manage a portfolio of complex fraternal clients, overseeing their lifecycle from onboarding to ongoing optimization and expansion. Conduct regular business reviews with various stakeholders to ensure satisfaction and achieve desired outcomes. Develop success plans, handle client inquiries, and mentor new CSMs. Identify and nurture upselling opportunities, leveraging your expertise in our suite of solutions. This role requires a bachelor's degree, 3+ years in client success management (ideally in B2B SaaS), and Salesforce experience.

Requirements

• Earned a bachelor’s degree in business, information systems, or related field
• Worked a minimum of 3 years in a client success management role managing a dedicated book of business, ideally in a B2B SaaS or technology company
• Have a minimum 2+ years of Salesforce experience configuring the platform utilizing best practices
• Can command the room when dealing with various stakeholders to show transformational value, turn a troubled client situation around, or optimize the solution based on their leading pain point
• Are well-organized, with high attention to detail and the ability to prioritize and time manage the successful execution
• Eligible candidates reside in one of these states: FL, ID, IL, IN, MI, MN, NC, NH, NJ, OH, PA, SC, TN, TX, VA, WV

Responsibilities

• Manage a portfolio of complex fraternal clients throughout their lifecycle including onboarding, configuration optimization, training and proactively develop and implement strategies to drive client adoption, retention and expansion
• Conduct regular business reviews and health checks across multiple stakeholder levels (i.e., C-Suite, VP, Director) to drive satisfaction and desired business outcomes
• Develop success plans that outline client critical success factors, metrics for success, potential issues, and detailed recommendations
• Handle client inquiries with minimal guidance, complex client calls while maintaining positive client feedback, and mentoring new CSM’s on success
• Be a subject matter expert of our suite of solutions to Identify, nurture, and upsell opportunities to our clients evolving needs

Preferred Qualifications

• Fraternal experience is a plus
• Project management experience preferred. Ideally working with Mid-market accounts
• Salesforce certification preferred but not required

Benefits

• Competitive salary, benefits, and other forms of compensation
• Focus on personal and career development
• Thriving culture powered by hybrid and remote team members