Client Success Manager

Summary

Join Urban Insight, a leading digital agency, as their Client Success Manager! In this role, you will drive client success strategies, serve as a trusted advisor to executives, and build strong client relationships. You will be responsible for identifying new opportunities, managing contracts, and ensuring client satisfaction. This position requires 5+ years of experience in customer success or account management, strong communication skills, and a passion for technology. Urban Insight offers a flexible work environment, competitive salary, comprehensive benefits, and opportunities for professional development.

Requirements

• 5+ years experience in a post-sales Onboarding, Customer Success, or Account Management position
• 5+ years experience in development and negotiating proposals and contracts
• 2+ years in a management or mentorship role
• Proven ability to manage a sales forecast
• 2+years in a position where contract renewals and contract renewal percentage were a focus point
• 2+ years of experience supporting a technical product, Strong customer-facing and presentation skills
• Excellent written and verbal communication skills with the ability to simplify complexity and express empathy
• A positive attitude and passion for providing outstanding customer service
• Detail-oriented and extremely organized
• Strong analytical and problem-solving skills
• Exceptional time management skills, with an ability to thrive in a fast-paced environment
• Self-motivated with a proven ability to work collaboratively and independently within a team setting
• A genuine passion and curiosity for software and technology
• Strong work ethic, integrity, and desire to succeed
• Adaptable to new initiatives

Responsibilities

• Drive and evolve Urban Insight’s Client Success strategy
• Serve as a trusted advisor to executives & key stakeholders at all clients
• Build relationships and drive engagement with Urban Insight’s customers via onboarding, periodic business reviews, and soliciting product feedback
• Make sure there is feedback loop with clients for improvement and new opportunities when it’s needed
• Keeping clients informed of relevant technology advancements as they relate to their business
• Identify new opportunities with current customers through new projects and account mapping
• Write contracts and Statements of Works for new business opportunities with existing clients
• Create methods and processes to reduce churn and achieve our target retention rates
• Identify risks and develop risk mitigation plans within high-touch named accounts & take appropriate actions to manage and escalate to an efficient resolution
• Record customer activity, outcomes, issues, and communication in customer management tools
• Ensure top customers are continuously working toward key milestones of the Customer Journey using customer-facing Success Plans
• Advocate for customers internally by providing continuous feedback to Urban Insight’s Sales, Marketing, Project & Development teams
• Work with Sales to manage a pipeline of upcoming renewal opportunities & consistently achieve revenue retention targets

Benefits

• Total annual compensation: $85-110K + commissions (On-track earnings of approx $125K)
• Medical, Dental & Vision insurance (Employer selected plan, paid at 95%)
• 15 days of PTO
• Holiday time off (10 days per year)
• Company-sponsored 401(k) plan with employer match
• Short Term Disability (100% employer-paid for EE's outside of CA
• An annual customized training plan and time to study
• Performance and compensation reviews annually’
• Flexible working environment - work from anywhere in the United States
• We work with you to create a career path that works for you
• We allocate resources and time for training and professional development