Remote Client Success Manager, Enterprise

Summary

Join our team as a Client Success Manager and take ownership of client relationships, program performance, and growth opportunities. You'll be the voice of the client, providing support, training, and status reports while analyzing metrics and making optimization recommendations.

Requirements

• Client-focused mindset with some sales experience
• Some understanding of SaaS account management strategies
• Hands-on experience with client interaction in a B2B space
• Confident in ability to learn new technologies quickly and completely
• Organized, detail-oriented, and an expert at multitasking
• Energetic, engaging personality
• Self-motivated team player who is comfortable in a fast-paced environment
• Positive can-do attitude with the ability to thrive amidst ambiguity as needed
• Default to thoughtful, humble, empathetic, respectful, and calm communication

Responsibilities

• Be the voice of the client
• Address program questions and respond to product and feature change requests
• Provide support and training of our PerformLine platform
• Schedule, estimate, and provide status reports
• Manage a full book of business
• Engage with customers via phone, email, and often in person
• Run Quarterly Business Reviews (QBR's) with assigned accounts
• Analyze program performance metrics and make optimization recommendations to ensure compliance management objectives are met
• Review assets across all PerformLine channels to ensure appropriate rule creation, application and scoring
• Proactive outreach to customers to ensure programs are running properly on an ongoing basis
• Identify, work, and close up-sell and cross-sell opportunities
• Successfully forecast and manage renewals