Client Success Manager

About the Role

We're looking for an experienced Manager of Client Success to lead a high-performing team of Client Success Managers (CSMs) and Specialists (CSSs). You'll own a portfolio of client accounts, drive retention and expansion, and build the processes that keep clients engaged and growing with us.

What You'll Do

• Lead, coach, and develop a team of CSMs and CSSs
• Manage client health across the portfolio — identifying at-risk accounts early and driving intervention
• Own renewal and expansion forecasting, with accurate weekly reporting to leadership
• Execute and refine client engagement plans aligned to our segmentation strategy
• Champion process standardization and continuous improvement across the team
• Collaborate cross-functionally with Sales, Marketing, Product, and Service Delivery
• Periodically manage a small number of key or at-risk accounts directly

What You'll Bring

• 3+ years in Account Management, Customer/Client Success, or Customer Experience
• 2–3+ years leading or supervising a team
• Proven track record managing client retention, renewals, and expansion revenue targets
• Experience with pipeline management, opportunity tracking, and forecasting
• Strong communication, problem-solving, and stakeholder management skills
• Proficient in CRM tools (Salesforce preferred) and Client Success platforms
• Excellent communication skills for both client-facing and internal stakeholder interactions
• Bachelor's degree or equivalent experience
• Amenable to work in a graveyard shift

Nice to Have

• Experience in SaaS or association/non-profit sectors
• Familiarity with Client Success platforms
• Low-touch portfolio management experience

Success Metrics:

• Team portfolio retention rate and expansion revenue achievement

• Team performance against collective KPIs (retention, NPS, expansion)

• Team member development and advancement

• Client satisfaction scores across the managed portfolio

• Process improvement initiatives and adoption rates

• Forecast accuracy for renewal and expansion bookings against committed targets

Why Join Us:

• Hybrid Set-Up (2 Days Onsite, 3 Days, WFH)
• Fixed Weekends Off
• HMO + 2 FREE Dependents on Day 1
• Optical and Dental Coverage
• Life Insurance on Day 1
• Leave Credits on Day 1
• Annual Leave Credits Conversion
• Monthly Internet Allowance
• Monthly Rice Allowance
• Birthday Leave
• Bereavement Leave
• Hazard Pay
• Night Differential Pay of 20%
• Government-mandated Benefits