Client Success Manager

Summary

Join Blue Orange Digital as a Client Success Manager (CSM) and own the successful delivery of multiple concurrent data and software projects while fostering strong client relationships. You will blend project management, account management, and technical skills to ensure high-impact solutions and measurable client value. Responsibilities include client retention, upselling/cross-selling, product ownership, technical collaboration, issue resolution, and thought leadership. The ideal candidate possesses 5+ years of experience in customer success, account management, or client services within data, analytics, or related tech consulting, along with proven quota-carrying success. A bachelor's degree and U.S. work authorization are required. The role offers a competitive salary, benefits, and the opportunity to work remotely.

Requirements

• 5+ years in Customer Success, Account, or Client Services roles within data, analytics, software, or related tech consulting
• Proven quota-carrying success driving renewals, upsells, and cross-sells
• Working knowledge of modern data tooling (cloud warehouses, ELT/ETL, BI) and of Agile/Scrum concepts
• Strong communicator who can tailor conversations from practitioner level to C-suite
• Demonstrated ability to translate business goals into actionable requirements for technical teams
• Excellent problem-solving, organization, and multitasking skills; thrive in a fast-growth environment
• Comfortable navigating large, matrixed enterprises and influencing without authority
• Bachelor’s degree in a relevant field (Business, Computer Science, Engineering, or similar)
• U.S. work authorization required; we cannot provide sponsorship at this time

Responsibilities

• Client Retention & Health Serve as the primary point of contact and trusted adviser for 6–10 strategic accounts
• Orchestrate structured onboarding, project plans, and executive business reviews
• Track NPS, usage, and sentiment signals—triggering proactive playbooks to prevent churn
• Upsell & Cross-Sell Growth Continuously surface expansion ideas (new data products, ML & AI POCs, managed services)
• Shape Statements of Work & own a revenue quota for renewals, upsells, and cross-sells
• Forecast pipeline and communicate wins, blockers, and lessons learned to leadership
• Product Ownership Lite Run discovery workshops; translate business outcomes into technical requirements and acceptance criteria in collaboration with Blue Orange sales engineering and tech leads
• Maintain high-level roadmaps and ROI dashboards for stakeholder transparency
• Technical & Agile Fluency Hold confident conversations about cloud data stacks (AWS/Azure/GCP, Snowflake/Databricks, dbt, modern BI)
• Write quick SQL or notebook queries to demo insights or verify data issues
• Collaborate with Project & Program Managers on sprint cadence, ensuring adherence to schedules and budgets
• Issue Resolution & Advocacy Lead escalations with empathy and urgency, coordinating the right engineers or SMEs
• Document root-cause learnings and feed them into continuous-improvement loops
• Be an internal Champion for the customer, maintaining client delight
• Thought Leadership Stay current on data-/AI-services trends; share best-practice content with clients and the Blue Orange community
• Provide insights to fellow development team members in consultative communication and a customer-centric mindset
• Act on the leading edge, implementing and embracing AI-enabled workflows in your day-to-day

Preferred Qualifications

• Certifications with partners such as Snowflake, AWS, GCP, Azure, or Databricks (or ability to obtain within 90 days)
• Hands-on experience with CRM and collaboration stacks (HubSpot/Salesforce, ZoomInfo, Confluence, Asana, Jira)
• Prior exposure to a start-up or growth-stage professional-services firm

Benefits

• 401k Matching
• Unlimited PTO
• 100% remote role with an option for hybrid
• Healthcare, Dental, Vision, and Life Insurance
• Paid parental/bereavement leave
• Cell phone/internet reimbursement
• Home office stipend