Client Success Manager

Job Summary

The Client Success Manager (CSM) is responsible for managing a portfolio of US-based clients, serving as their primary post-sale point of contact and trusted advisor. The role focuses on building strong client relationships, driving adoption and satisfaction, ensuring clients achieve their desired business outcomes, and coordinating with internal teams to deliver operational excellence. By combining proactive relationship management with hands-on operational execution, the CSM helps maximize client value, retention, and long-term success.

The Client Success team plays a critical role in delivering an exceptional post-sale experience by helping clients realize the full value of our software solutions. Acting as the voice of the client, the team collaborates cross-functionally to support product and service improvements, monitor client health and adoption, and ensure seamless service delivery.

As the primary owner of assigned client relationships, the CSM is accountable for the overall health and success of their portfolio. Working closely with Account Managers and cross-functional teams, they monitor client engagement, coordinate the successful delivery of services, identify risks and opportunities, and position the platform as a trusted, integral part of the client's operations.

Key Responsibilities

• Client Ownership & Retention: Serve as the primary post-sales contact for Enterprise/Tier 1 and 2 clients, ensuring overall account health, satisfaction, and retention by delivering continuous value and mitigating churn risks.
• Growth Enablement (Upsell/Cross-Sell): Identify and surface revenue growth opportunities by understanding client goals and aligning them with relevant features, modules, or services.
• Client Onboarding & Value Realization: Manage post-sale activities including onboarding, training, go-live coordination, and early-stage value realization to support client success from day one.
• Strategic Relationship Management: Build and maintain strong, long-term relationships with key stakeholders – ranging from end users to C-level sponsors –positioning the company as a trusted advisor.
• Executive Engagement & Business Reviews: Lead regular executive Business Reviews and strategic touchpoints to align product performance with client KPIs and evolving business goals.
• Cross-Functional Collaboration: Coordinate efforts across Product, Support, Implementation/Platform, and Sales teams to deliver on client expectations and account strategies.
• Client Success Planning: Develop, maintain, and execute tailored success plans for each client, aligned to specific objectives, use cases, and key milestones.
• Client Reporting & Insight Sharing: Provide actionable reports and data-driven insights on usage, adoption trends, and platform ROI; present findings to clients and internal teams (including higher management).
• Proactive Engagement & Communication: Conduct regular check-ins, deliver user training, communicate product updates, and track engagement to ensure clients are supported throughout their lifecycle.
• Risk Management & Escalation Handling: Anticipate potential issues by monitoring client health indicators; manage escalations effectively and drive issue resolution in collaboration with internal teams.
• Client Advocacy & Feedback Loop: Capture client feedback and represent their voice in internal discussions around product roadmap, service enhancements, and experience improvements.
• Internal Stakeholder Alignment: Work closely with Account Managers to align on broader account strategy beyond renewals, contributing insights from day-to-day interactions and usage analytics.
• Change Management Support: Guide clients through major product changes, new feature rollouts, or process transitions with clear communication and support to ensure adoption.
• Standards & Documentation: Maintain high standards of CRM data integrity and ensure all client interactions, issues, and plans are well-documented and accessible to stakeholders.
• Voice of Market Intelligence: Share client trends, competitive intelligence, and market feedback with internal stakeholders (Product, Marketing, Leadership) to influence roadmap and positioning decisions.
• CS Process Optimization & Tooling: Identify gaps or inefficiencies in internal Client Success processes and tools, and work with operations or systems teams to implement scalable improvements that enhance team performance.

Qualifications and Attributes

• Proven experience in a Client Success/Customer Success or Account Management role, preferably in a SaaS, regtech, or B2B enterprise software environment.
• Client-centric mindset with a passion for delivering exceptional service and outcomes.
• Familiarity with risk, compliance, or regulatory functions is a strong advantage.
• Strong communication, presentation, and stakeholder management skills.
• High level of technical aptitude with the ability to translate client needs to product and engineering teams.
• Strong organizational and problem-solving abilities with attention to detail.
• Experience in developing client success frameworks, managing account plans, and conducting business reviews.
• Ability to work cross-functionally in a fast-paced, collaborative environment.
• Self-motivated, resourceful, and proactive in driving results.
• Comfortable managing multiple priorities and navigating ambiguity.

Benefits

• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• A collaborative and inclusive work environment.

What else do you need to know

Working Hours: This role supports clients across multiple US time zones and therefore requires working North American business hours while being based in Europe.

While the primary focus of this role is supporting US-based clients, the Client Success Manager may also be assigned clients in other regions as business needs evolve and may provide support to colleagues across the Client Success team to ensure continuity of service and achievement of team objectives.

This job description does not provide all the duties and responsibilities for this role. It is expected the role holder will undertake duties as needed and directed by the manager and the company.

We provide competitive compensation and a professional atmosphere. This is a collaborative and inclusive work environment where individuals strong on aptitude and positive attitude will have opportunities to grow their professional careers through working with some of the most advanced technology and talented developers in the business.

We are an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, national origin, age, disability, gender identity, or veteran status.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at peopleandtalent@ethixbase360.com for assistance.

Please visit our website to learn more: https://ethixbase360.com/

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