Client Success Manager

Boston, MA or Providence, RI, MA • Sales

Job Type: Full-time

Description:

• Focus: Mainly on nurturing and growing existing customer relationships.
• Approach: Relationship-oriented, focusing on customer satisfaction and retention.
• Skills: Excellent communication, customer service, and account management abilities.
• Mindset: Motivated by building long-term relationships and ensuring customer loyalty.
• Activities: Managing current accounts, upselling, cross-selling, and providing ongoing support.
• Metrics: Measured by customer retention rates, repeat business, and the growth of existing accounts.
• Challenges: Requires patience and the ability to understand and meet customer needs over time.

Job Summary: The Client Success Manager will be responsible for managing and expanding relationships with current customers, ensuring their satisfaction, and identifying opportunities for upselling and cross-selling. This role requires a strong ability to understand customer needs, provide excellent service, and drive long-term customer loyalty.

Key Responsibilities:

• Account Management: Maintain and strengthen relationships with existing customers, acting as their primary point of contact.
• Customer Retention: Ensure high levels of customer satisfaction and retention by addressing customer needs and resolving issues promptly.
• Upselling and Cross-Selling: Identify opportunities to upsell and cross-sell additional products and services to existing customers.
• Customer Insights: Gather and analyze customer feedback to understand their needs and preferences and provide insights to the sales and product teams.
• Sales Reporting: Track and report on account activities, customer interactions, and sales performance using CRM software.
• Collaboration: Work closely with the sales, marketing, and product teams to align strategies and ensure a seamless customer experience.
• Market Awareness: Stay informed about industry trends, competitor activities, and market developments to better serve customers.

Requirements:

• Bachelor’s degree in Business, Marketing, or a related field is preferred.
• Proven experience in account management, sales, or customer service.
• Strong communication and interpersonal skills.
• Ability to build and maintain long-term customer relationships.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and CRM software.
• Excellent organizational and time management skills.
• Customer-focused with a problem-solving mindset.