Client Success Manager

Essential Duties/Responsibilities

Client Relationship Management

• Serve as the primary point of contact for assigned clients, managing communication and expectations from initial engagement through program delivery and follow-up.
• Lead client planning conversations and kickoff meetings, clearly communicating program objectives, timelines, responsibilities, and next steps.
• Build strong client relationships through consistent communication, responsiveness, and effective program delivery, contributing to client retention and identifying opportunities for additional services and account growth.
• Take ownership of client questions and concerns, resolve issues within established guidelines, and engage the appropriate internal resources when needed.
• Maintain a professional, confident, and service-oriented presence in all client interactions, both in person and virtually.

Program Management & Execution

• Develop and manage implementation plans for client programs, establishing milestones, responsibilities, deadlines, and deliverables.
• Manage multiple programs simultaneously, maintaining visibility into priorities, progress, and potential risks.
• Partner closely with sales leaders, facilitators, and internal colleagues to coordinate resources, maintain alignment, address issues, and ensure timely execution.
• Coordinate facilitator schedules, travel arrangements, and program milestones.
• Confirm program logistics with clients and venues, including agendas, participant lists, room setup, audiovisual equipment, shipping, and international travel documentation when needed.
• Coordinate with printing partners and other vendors to ensure training materials are produced and delivered accurately and on schedule.
• Anticipate and respond effectively to changing circumstances, adjusting plans and priorities as needed. When the original plan falls through, calmly assess the situation, identify viable alternatives, make informed decisions, and keep clients and internal colleagues moving toward the desired outcome.
• Identify opportunities to improve processes and increase operational effectiveness.

Qualifications

• Professional presence: Demonstrates poise, polish, and confidence when interacting with clients, senior leaders, and colleagues. Understands the importance of personal presentation and representing a respected professional services organization.
• Communication: Exceptional verbal and written communication skills. Comfortable leading meetings, facilitating conversations, asking thoughtful questions, and communicating recommendations and decisions with confidence.
• Critical thinking and judgment: Connects the dots, assesses situations, evaluates options, and makes sound decisions. Knows when to act independently and when to seek input.
• Ownership and execution: Takes initiative, demonstrates urgency, anticipates what needs to happen next, and consistently moves work forward without requiring constant direction or reassurance.
• Collaboration: Works effectively across teams, keeping sales leaders and internal colleagues informed and aligned while taking responsibility for driving execution.
• Business development mindset: Understands that client relationships and every interaction influence retention and account growth. Recognizes opportunities to strengthen partnerships and introduce additional solutions.
• Technology proficiency: Proficient in Microsoft Office applications; experience with Monday.com or other project management platforms preferred.

Education/Experience

• Bachelor’s degree required.
• Three or more years of experience in client success, account management, program/project management, or a related client-facing role, preferably in professional services.