Senior Client Success Manager

Summary

Join PerformLine as a Senior Client Success Manager on the Enterprise team, servicing enterprise-level clients. You will manage client accounts, conducting status calls, QBRs, and renewals. Responsibilities include owning client relationships, providing platform support and training, and analyzing program performance. You will engage with clients regularly, building rapport and ensuring satisfaction. Furthermore, you will proactively identify upsell and cross-sell opportunities and manage renewals. The role requires a client-focused mindset, SaaS account management experience, and strong communication skills.

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
• Develop a fast rapport with customers to set clear expectations and maintain customer satisfaction and engagement
• Maintain regular interactions 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