Client Success Manager

Client Success Manager

The Client Success Manager (CSM) will play a key role in ensuring the overall success of Crosslake's client relationships. Regularly interacting with senior leadership and key client contacts, the CSM will help drive processes critical to client acquisition, project execution, account management, and overarching client satisfaction. The role requires impeccable attention to detail, a solutions-oriented attitude, and extraordinary communication skills with a client service mindset. Data is of utmost importance, and the ideal candidate will feel a sense of ownership and responsibility for the company's systems of record, including its CRM, to ensure we are best positioned to meet client needs day in and day out.

Expected Results

• Maintain client data records to ensure high-quality, reliable information from business development pipeline through project closeout
• Administration of client account and project document processes (e.g., Master Service Agreements, Statements of Work, Non-reliance Letters, etc.) yielding consistent, timely execution
• Coordinating early-stage client engagement logistics both internally and externally including setting up proposal reviews, scheduling meetings to refine scoping, verifying staffing readiness, and calendaring pre-kickoff meetings enabling a successful project launch
• Reviewing opportunities in the business development pipeline to ensure they are set up for success upon closing (e.g., appropriate documentation underway, staffing needs understood, etc.)
• Provide general administrative support critical to client-facing leadership (generating reporting / analytics regarding projects and accounts, collaborating across internal teams to drive process execution, engaging in general internal and external correspondence / calendaring, etc.) to promote client relations success
• Other responsibilities as assigned by Management

Requirements