Client Success Manager

Job Description:

We are seeking a Client Success Manager to own the post-sale client journey for assigned new business accounts-  from signed deal through launch, activation, early adoption, and handoff into ongoing account management. This role serves as the primary relationship owner and cross-functional coordinator during the early post-sale phase, working closely with Sales, Regional Sales Coordinators, Operations, Adoption, Engagement, Customer Care, and Account Management.

The goal is a seamless transition from signed account to active, engaged client-  reducing friction, accelerating time to value, surfacing risk early, and bringing in the right specialist resources at the right time.

The Client Success Manager is the primary post-sale relationship owner and "quarterback" across the early client lifecycle, accountable for client readiness, launch coordination, onboarding progress, standard-account adoption execution, early engagement, and risk management. The role doesn't personally own every specialist workstream, but ensures each one happens successfully.

This is not a quota-carrying role. Success is measured by how effectively clients launch, activate, adopt key products and workflows, engage early, and transition cleanly into ongoing account management.

Own the post-sale relationship and launch orchestration

• Serve as the primary point of contact from signed deal through onboarding and early adoption.
• Lead the handoff from Sales, ensuring client goals, use cases, stakeholders, and launch priorities are clearly understood and documented.
• Build 60–90 day onboarding milestones and success plans so clients know what success looks like and can achieve early wins.
• Maintain proactive, coordinated communication with clients and internal stakeholders to keep launches on track.

Coordinate account setup with Regional Sales Coordinators and Operations

• Partner with RSCs on order processing, account setup/changes, billing, CRM updates, and related handoffs.
• Partner with Operations and Fulfillment on provisioning, entitlements, technical readiness, SLA readiness, and launch execution.
• Own coordination and follow-through, while RSCs and Operations retain responsibility for their own administrative execution.

Drive onboarding and adoption for standard accounts

• Execute onboarding using established playbooks, milestones, and training guidance from the Adoption function.
• Ensure clients understand activation steps and build early usage habits.
• Loop in the Adoption Specialist for top-tier, high-risk, or complex accounts.

Partner with the Adoption Specialist on strategy and high-touch accounts

• Work within playbooks and frameworks defined by the Adoption Specialist.
• Coordinate specialist involvement for strategic accounts, complex launches, low-activation accounts, or accounts needing deeper admin enablement.
• Apply Adoption function learnings and best practices across the client base.

Partner with Engagement and Lifecycle teams to deepen usage

• Work with Engagement Strategy & Performance and Customer Lifecycle Marketing to ensure clients get the right communications, campaigns, and enablement programs.
• Use engagement reporting and health signals to prioritize interventions.
• Connect clients to the right in-life programs as they move from onboarding into sustained engagement.

Monitor account health and manage risk

• Track usage, activation milestones, and health signals to catch stalled onboarding, weak adoption, or early churn risk.
• Escalate early and coordinate support across Adoption, Engagement, Customer Care, Operations, and Account Management.
• Ensure critical issues stay owned and teams stay aligned on actions and timing.

Act as the voice of the client internally

• Share feedback, adoption insights, and emerging needs with Product, Marketing, Sales, Customer Care, and Client Success leadership.
• Partner with the Enterprise Customer Care & Voice of Customer Lead on escalations and service themes.

Support a clean handoff into ongoing account management

• Ensure a clear transition from early post-sale ownership into the ongoing account management motion once onboarding and early adoption are complete.
• Share account context, progress, risks, and adoption status with Account Managers so momentum carries through on high-value accounts.

Measured on adoption, engagement, readiness, and handoff outcomes rather than direct revenue. KPIs may include:

• Account launch readiness and setup completion rate
• Time to onboarding completion and time to first value
• Activation and seat activation rate
• Adoption of priority products, workflows, and features
• Usage frequency, engagement depth, and health score movement
• Participation in training, webinars, and lifecycle programs
• Early identification and escalation of churn risk or stalled onboarding
• Quality of handoff into ongoing account management

• Sales Account Executives — post-sale handoff and continuity from signed deal into launch
• Regional Sales Coordinators — order processing, account setup/changes, billing coordination
• Operations and Fulfillment — provisioning, entitlements, technical readiness, launch execution
• Adoption Specialists — onboarding strategy, playbooks, training, high-touch support
• Engagement Strategy & Performance / Customer Lifecycle Marketing — health monitoring, engagement plays, in-life programs
• Enterprise Customer Care & Voice of Customer — escalations, white-glove service, feedback loops
• Account Managers — transition planning and ongoing relationship continuity

• 5 years of experience in client success, onboarding, implementation, account coordination, or related post-sale roles in B2B, SaaS, media, or subscription environments
• Strong cross-functional project management skills, able to coordinate multiple stakeholders through launch, onboarding, and adoption milestones
• Excellent client communication, relationship-building, and stakeholder management skills
• Comfort using data and health indicators to monitor trends and flag risk early
• A proactive, organized, solutions-oriented approach to client coordination
• A client-first mindset focused on driving value through usage, adoption, and engagement — not transactional account support