Client Success Manager | Job Description

Key Responsibilities: What Does a Client Success Manager Do?

Client Success Managers are responsible for onboarding medium-to-large accounts, including enterprise clients and other sorts of high-ARR customers. A client success manager’s day-to-day involves ensuring maximum adoption across the client’s organization and users, helping achieve their respective goals within the product.

Seeing as Client Success Managers often handle hundreds or thousands of users, one of their key responsibilities is automation – specifically monitoring, reporting, and creating flows based on specific account metrics that make sense for the specific customer segment, which they help create. Client Success Manager is also more popular as a title within big enterprises and corporations, as they often manage large accounts for which they need to guarantee success.

Key Responsibilities:

• Ensuring strategic customer outcomes are met through scalable approaches and automation tools, driving business goals as a result.
• Monitoring key client metrics at scale, leveraging advanced analytics and automated dashboards to maintain comprehensive account overviews for larger, complex organizations.
• Communicating with large account points-of-contact, setting meetings to assist them throughout their customer journey.
• Using proactive customer engagement together with good data sources and automated alerts to preemptively act on support issues, drive retention, loyalty, upsells, cross-sells, and foster strong, long-term business relationships.
• Working closely with CS Ops Managers to enable data hygiene and governance, to always capture the most relevant and correct data points that lend themselves to powerful insights into customer health and behavior.
• Conducting onboarding, implementation, and training sessions as required.
• Helping oversee the customer success team, delegating tasks accordingly, and using the tech stack at your disposal to drive the most value for both your customers and your organization.

What is the difference between a Client Success Manager and a Customer Success Manager?

While both the client success manager and the customer success manager are responsible for their customers, the main difference is that the former is more often found in large enterprises overseeing key accounts totaling hundreds or even thousands of users. Customer success managers on the other hand are typically more hands-on, involved with more high-touch accounts and tech-touch accounts. However, both terms have been known to be used interchangeably.

Here are the necessary skills to be a good Client Success Manager

• Minimum 1 year of experience in Customer Success, Support. Relevant courses and training may help, but Client Success Managers typically need at least some experience servicing customers.
• Efficient communication skills and the ability to maintain key business account conversations, keep a high level of professionalism while managing their goals and driving both parties’ success.
• Good emotional intelligence and empathy skills.
• Advanced client management (including automation flows, triggers, monitoring)
• Good customer service skills.
• Very organized and analytical mindset, able to prioritize correctly and act on escalations with precision and tact. Project management knowledge is a plus.
• Business-wise, they must have the ability to create reports, conduct EBRs and QBRs, and have a general idea of CS’s impact on the growth of the entire business.
• Good IT&C knowledge and capabilities and ability to learn new software tools on the job.