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Client Success Manager
Client Success ManagerNetGain Technologies, LLC • Little Rock, AR, US
Client Success Manager

Client Success Manager

NetGain Technologies, LLC • Little Rock, AR, US
4 days ago
Job type
  • Full-time
Job description

Job Description

Job Description

Description :

Position Guideline Summary : A Customer Success Manager (CSM) is responsible for ensuring that customers achieve their desired outcomes while using our services or products. The CSM acts as a strategic advisor and trusted point of contact throughout the customer journey, from onboarding to renewal. The goal is to reduce churn and increase the likelihood of cross-sell / upsell opportunities.

Reporting Relationships :

  • The Customer Success Manager primarily reports to the Director of Customer Success.
  • The Customer Success Manager will not have any direct reports.

Working Conditions :

  • Primarily indoors, in an office.
  • Includes visiting customers, suppliers, and attending educational / professional conferences.
  • Travel by ground and air required.
  • Results-oriented position, potentially stressful.

    • Essential Functions :

  • Relationship Management : Build and maintain strong, long-term relationships with customers to understand their business needs and challenges.
  • Customer Advocacy : Act as the voice of the customer within the company, ensuring their feedback is shared with relevant internal teams (e.g., Product, Sales).
  • Problem-Solving & Support : Address and resolve any issues or roadblocks customers may encounter. Act quickly to mitigate a negative experience.
  • Retention & Renewals : Proactively manage customer renewals by identifying risks, addressing concerns, and finding opportunities to expand the relationship.
  • Upsell / Cross-sell : Identify opportunities for upselling or cross-selling additional products or services that align with the customer’s needs.
  • Collaboration : Work closely with Sales, Marketing, and Operations teams to ensure customer feedback and needs are addressed in future product developments and campaigns.
  • Customer Metrics : Monitor key performance indicators (KPIs) like customer satisfaction (CSAT), Net Promoter Score (NPS), churn risk, and engagement metrics to assess the overall health of customer relationships.

    • Authority and Responsibilities :

  • Empowered by the Director of Customer Success to accomplish the responsibilities, duties, goals, and objectives established for the position.

    • Duties and Tasks :

  • Customer Onboarding : Lead and manage the onboarding process for new customers, ensuring they are effectively introduced to our services and collaborate with our operations team on discovery and go-live.
  • Customer Offboarding : Lead and manage the offboarding process for customers, ensuring all documentation is delivered back to the client or alternate MSP.
  • Conducting Business Reviews : Ensure customers derive maximum value from our partnership and services, strengthening the relationship. Business reviews assess progress, uncover challenges, celebrate successes, and align on future goals.
  • Collaboration : Collaborate with Managed Services and Professional Services Account Executives on any cross-sell or upsell for current clients.
  • Meetings : Attend weekly Customer Success meetings.

    • Measures of Performance :

    Daily Activities :

  • Prepare for and conduct customer conversations, whether strategic business reviews or regular check-in meetings.
  • Support Managed Services or Professional Services Account Executives in cross-sell / upsell activities for current clients.
  • Complete onboarding or offboarding activities with organization and professionalism.
  • Attend internal meetings with other teams to discuss customer needs, share insights, and collaborate on driving success.
  • Update CRM systems with customer interactions, updates, and outcomes to maintain accurate records of the customer journey.

    • Quarterly Activities :

  • Consistently demonstrate value to clients, reducing potential churn to
  • Conduct 100% of necessary business review meetings with appropriate documentation and the correct audience.

    • Requirements : Requirements :

    Educational Requirements :

  • Required : Bachelor’s degree from a recognized university or technical college.

    • Experience :

  • Required : Minimum of 5 years of experience in client success, customer experience, or similar.

    • Physical Requirements :

  • Sitting and moving around as required within the office and shop areas.
  • Ability to perform walking, turning the head and torso, reaching, grasping, bending, and flexing the arms, legs, wrists, and fingers with or without accommodations.
  • Senses of sight, speech (English), and hearing are required.

    • Mental Requirements :

  • Mathematical abilities for scheduling and basic accounting functions.
  • Fluency in English (read, write, and speak).
  • Ability to perceive spatial relationships (minor requirement).
  • Desire to help businesses of 10 to 500 employees.
  • Uncompromising integrity.
  • Great communication skills for business conversations with corporate leaders.
  • Quick thinker and fast learner.
  • Reasoning ability to resolve problems.
  • Strong organizational skills to perform and prioritize multiple tasks seamlessly with excellent attention to detail.
  • Expert-level written and verbal communication.
  • Proactive problem-solving with strong decision-making capability.
  • Highly resourceful team player, effective independently.
  • Forward-looking thinker who actively seeks opportunities and proposes solutions.
  • Ability to achieve high performance goals and meet deadlines in a fast-paced environment.
  • Proficient with Microsoft Office.
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    Client Manager • Little Rock, AR, US

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