Client Success Manager

Job description

Job Description: About the Role: 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. You Will: 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. Success Measures 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 Cross-Functional Partnerships • 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 You Have: • 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 communicatio