Customer Success Manager – Client Growth & Engagement

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  Serve as the primary relationship contact for assigned client accounts throughout the engagement lifecycle.

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  Build and maintain strong working relationships with client stakeholders, including operational, technical, compliance, and executive contacts.

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  Monitor client engagement, communication cadence, and overall account health.

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  Maintain deep awareness of client goals, challenges, timelines, and evolving business needs.

• Track client activity, milestones, and engagement trends across active accounts.

• Proactively schedule and coordinate strategic client meetings, business reviews (QBRs), roadmap discussions, and follow-up conversations.

• Partner with Sales, Customer Success, and Delivery teams to identify expansion, renewal, and cross-sell opportunities.

• Facilitate consultative conversations related to additional services, framework expansion, renewals, and long-term engagement planning.

• Ensure all identified opportunities are documented and routed appropriately within internal CRM workflows.

• Maintain accurate account notes, stakeholder information, meeting records, and follow-up actions within internal systems (e.g., HubSpot, Monday.com).

• Coordinate internally with Project Managers, Delivery Leads, Consultants, and Leadership to ensure total alignment on account activity.

• Assist with onboarding transitions, engagement tracking, escalation coordination, and client follow-through.

• Monitor key indicators of client satisfaction, engagement risks, communication gaps, and potential retention concerns.

• Coordinate internal follow-up efforts when client responsiveness or project momentum declines.

• Support client retention initiatives through proactive, empathetic communication.

• Experience: Prior experience operating in a fast-paced professional services, SaaS, or cybersecurity/compliance consulting environment.

• Relationship Management: Comfortable managing executive-level client relationships and coordinating cross-functional communication.

• Commercial Curiosity: Experience supporting business growth conversations in a consultative, non-aggressive manner.

• Operational Excellence: High attention to detail with experience utilizing CRMs and project management tools (e.g., HubSpot, Monday.com, Salesforce).

• Communication: Exceptional proactive communication skills, high emotional intelligence (EQ), and active listening skills.

• Tech-Savvy: Comfortable utilizing AI and automation tools to enhance team performance and efficiency.

• Maintaining a 100% on-time completion rate for assigned client touchpoints and strategic reviews.

• Meeting client response SLAs for all incoming communications.

• Proactively identifying and surfacing qualified expansion and renewal opportunities.

• Ensuring account engagement coverage across 100% of assigned accounts.

This role is ideal for someone who thrives at the intersection of client-facing advocacy and operational execution. We value team members who view sales enablement as a form of client service, take extreme ownership of their processes, and approach collaboration with proactive initiative and humility.