CLIENT SUCCESS MANAGER - BUSINESS INTELLIGENCE (REMOTE)

Job Summary:

Great technology only creates value when people understand it, trust it, and use it. The Client Success Manager plays a key role in making that happen by leading onboarding, training, communications, and ongoing support for E15's Business Intelligence products.

Leading a small Client Success team, you'll help Compass stakeholders and clients successfully adopt our reporting solutions while partnering across the organization to deliver a consistent, high-quality user experience. Whether you're leading a client training session, developing a communication plan for a new feature, or helping improve our support processes, your focus is always the same: helping users get the most from our products.

Responsibilities:

• Lead and develop the Client Success team, fostering a culture of collaboration, accountability, and continuous improvement.
• Lead the successful onboarding, adoption, and ongoing support of E15's Business Intelligence products, ensuring a consistent, high-quality experience for Compass stakeholders and clients.
• Manage multiple client implementations and operational workstreams simultaneously, balancing priorities across the team.
• Partner with cross-functional teams to ensure new products and features are successfully transitioned from development to implementation and ongoing support.
• Create engaging enablement content to support successful product adoption, including presentations, user guides, knowledge base articles, product demonstrations, instructional videos, and stakeholder communications.
• Lead stakeholder communications, including product launches, feature enhancements, operational updates, and issue resolution communications.
• Present reporting solutions and product capabilities to Compass stakeholders and client users, translating complex technical concepts into clear business value.
• Oversee support operations, continuously improving processes, documentation, and the overall client experience.
• Partner with sales and account teams to support client presentations, RFP responses, and demonstrations that accurately represent E15's Business Intelligence solutions.
• Gather stakeholder feedback and identify opportunities to improve product adoption, client engagement, and operational effectiveness.

Qualifications:

• 5+ years of experience in client success, customer enablement, implementation, consulting, project management, or a related customer-facing role.
• Experience leading or mentoring a team in a fast-paced, collaborative environment.
• Strong presentation and facilitation skills with the ability to communicate effectively to both technical and non-technical audiences.
• Excellent written and verbal communication skills with a passion for creating clear, engaging communications and training materials.
• Demonstrated ability to manage multiple projects and priorities simultaneously while maintaining exceptional attention to detail.
• Experience developing onboarding programs, training content, documentation, or knowledge base resources.
• Proven ability to build trusted relationships and influence stakeholders across multiple levels of an organization.
• Experience supporting software, SaaS, or business intelligence products is preferred.
• Familiarity with analytics and reporting platforms (e.g., Tableau, Power BI), customer support platforms (e.g., Freshdesk), and knowledge management tools is a plus.
• Experience creating training materials or multimedia learning content for software or technology products is a plus.