Client Success Manager

Client Success Manager

The Client Success Manager will drive long-term customer satisfaction, value realization, and account growth across a portfolio of key tribal clients. This high-visibility role encompasses the entire client lifecycle, including onboarding, implementation, support transition, and account expansion. The CSM serves as a trusted advisor and key point of contact for strategic tribal clients, building strong relationships, maintaining a regular pulse on client sentiment, and ensuring Arctic IT delivers meaningful, long-term impact. This individual partners closely with Sales, Delivery, Product, and Support teams to align internal efforts with client goals, proactively resolve issues, and advocate for client needs within the organization.

Responsibilities :

• Build and maintain trust-based relationships with tribal leaders, executive sponsors, IT teams, and other key stakeholders, ensuring alignment and shared understanding of long-term goals.
• Serve as a consistent point of contact throughout the client lifecycle, facilitating internal handoffs and alignment to ensure a seamless experience and clear understanding of client goals across Sales, Delivery, Product, and Support teams.
• Coordinate onboarding calls between the client, Sales, and Business Applications delivery leaders.
• Actively participate in client facing project kickoff calls and major milestone events throughout project implementations.
• Maintain a deep understanding of each client's business, governance structure, and cultural context to provide respectful guidance and support change through conversations, conflict resolution, and team alignment.
• Lead Quarterly Business Reviews and Annual Strategy Sessions with clients, in collaboration with the Sales and ArcticAscend teams, to review progress, discuss goals, and identify new opportunities.
• Advocate for clients by sharing relevant context with internal teams, coordinating timely follow-through on requests and issues, and ensuring responsiveness to evolving client priorities.
• Track and report on client success metrics such as retention, satisfaction, adoption, and expansion to demonstrate value and inform strategy.
• Collaborate with Sales to identify Sales Qualified Leads (SQLs) by listening for business needs, growth opportunities, or evolving initiatives.
• Regularly assess client health through qualitative and quantitative data, identifying potential risks and implementing proactive retention strategies.
• Maintain thorough documentation of all client interactions and follow-up actions in CRM.
• Travel to industry events and client sites as needed for in-person relationship development, strategic meetings, and check-ins.
• Gather structured client feedback and share with Product and Leadership teams to help shape service delivery and inform product roadmap priorities.

Qualifications :

Working Environment :

The majority of work for this role is performed in a home office and interacts with a wide variety of people with differing functions, personalities, and abilities. Telecommuters are expected to have sufficient home office space that appears neat, organized, and professional when on video meetings. Travel is required and varies around 50%.

Reasonable Accommodation :

It is Arctic Information Technology, Inc.'s business philosophy and practice to provide reasonable accommodations, according to applicable state and federal laws, to all qualified individuals with physical or mental disabilities.

Preference Statement :

Arctic Information Technology, Inc. grants preference to qualified Doyon Shareholders first, and second to qualified shareholders of other Alaska Native corporations that grant a similar preference in all phases of employment and training, which include, but are not limited to, hiring, promotion, layoff, transfer, and training.

Pay Transparency Statement :

Arctic Information Technology will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of the other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consent with the contractor's legal duty to furnish inform.

We are an equal opportunity employer and comply with all non-discrimination obligations, including the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA) and Section 503 of the Rehabilitation Act. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, disability, veteran status, and other protected characteristics.