Client Success Manager

Summary

Join Posh, a fast-growing SaaS company, as a Client Success Team Manager and lead a team in ensuring client success with AI-driven solutions. This critical leadership role focuses on driving client health, renewals, AI adoption, and strategic expansion. You will manage a team of Client Success Managers, equipping them to consult clients, identify growth opportunities, and advocate for their needs. Collaboration with Sales, Product, and Implementation teams is essential for seamless client transitions and ongoing engagement. The role involves KPI tracking, CRM hygiene, and proactive client monitoring to ensure high renewal rates and measurable value. This position offers a competitive salary, benefits, and the opportunity to shape the future of AI in fintech.

Requirements

• 5+ years in Client Success, Account Management, or Consulting, preferably in AI, SaaS, or FinTech
• Proven ability to drive KPIs, retention, and client expansion metrics
• Strong expertise in AI-powered solutions, consulting clients on implementation and optimization
• Experience coaching teams on client engagement, AI roadmapping, and strategic expansion
• Ability to identify growth opportunities and collaborate with sales teams on expansion efforts
• CRM (Salesforce) proficiency, ensuring accuracy, data integrity, and pipeline tracking
• Passion for client advocacy, ensuring customer feedback drives product innovation
• Applicants must be authorized to work for any employer in the U.S

Responsibilities

• Proactively monitor client health metrics, ensuring high renewal rates
• Develop and execute strategies that increase product adoption, client engagement, and overall retention
• Drive renewal success by ensuring clients continuously see measurable value in our solutions
• Lead clients through their AI journey, helping them build AI roadmaps aligned with their business goals
• Consult with clients to maximize AI utilization, ensuring they integrate new technologies effectively
• Act as a trusted advisor, guiding organizations through best practices for AI-driven automation and efficiency
• Identify upsell and cross-sell opportunities, working closely with Sales to drive revenue expansion, ensuring CSMs work close with the Account Growth Manager
• Ensure the CSM team is skilled at spotting and articulating AI-driven expansion opportunities
• Partner with Sales leadership to align client success efforts with revenue and growth strategies
• Serve as the voice of the customer, gathering insights and feedback to influence product innovation and enhancements
• Collaborate with Product teams to prioritize feature requests and communicate roadmap updates effectively
• Strengthen client relationships through proactive advocacy, ensuring their needs are represented internally
• Oversee the seamless transition from Sales to Client Success, ensuring an exceptional new-client experience
• Partner with the Product Implementation Managers (PIMs) to streamline onboarding, accelerating time-to-value for new clients
• Establish best practices for onboarding, training, and early adoption to set clients up for long-term success
• Define and enforce performance benchmarks, ensuring CSMs consistently meet renewals, expansion, and engagement goals
• Ensure CRM (Salesforce) accuracy and hygiene, maintaining clean and reliable data for tracking client interactions and expansion opportunities
• Develop and leverage reporting structures and dashboards to drive insights and data-driven decision-making

Benefits

• Competitive salary and equity
• Interesting and challenging work, bleeding-edge AI technologies and methods
• Hybrid work - remote and on-site co-working space in Downtown Boston
• Paid lunch at Boston HQ on Wednesdays
• Work-life balance
• Health, dental, and vision insurance
• Team on-sites and off-sites
• Unlimited PTO
• Paid parental leave
• Dedicated professional growth and development - personal budget and paid personal development days