We are a fast-growing organization at the forefront of AI-enabled customer experience delivery. We combine consulting, software, and technology services to help our clients accelerate time-to-value and achieve measurable outcomes in revenue growth, cost reduction, and productivity improvement. Our expertise spans contact center, CRM, AI, and analytics, and we’re ready to help our clients unlock new value.
The Client Success Manager will be responsible for managing a pool of low-touch / tech-touch clients in our Digital Client Success model, ensuring seamless delivery, high satisfaction, and measurable business outcomes. This role focuses on proactive engagement, issue resolution, escalation management, and on-time renewals ensuring that even our lower-touch accounts experience the full value of our solutions.
You will work closely with cross-functional teams (Delivery, Product, Engineering, and Support) to manage and streamline client relationships, address escalations quickly, and identify opportunities for expanding value and adoption.
What You'll Be Doing
- Client Relationship Management
- Serve as part of a shared success team managing a portfolio of low-touch/tech-touch clients through automated and proactive engagement.
- Ensure proactive, consistent communication using scalable outreach (email campaigns, webinars, automated check-ins).
- Monitor client health metrics and take preemptive action to improve retention and adoption.
- Client Issue Resolution & Escalation Management
- Own the resolution of client-reported satisfaction issues from identification to closure.
- Partner with internal teams to coordinate escalations, ensure SLAs are met, and communicate updates clearly to clients.
- Cross-Sell & Up-Sell Enablement
- Identifying and working expansion opportunities (AI, consulting, analytics, new modules, increased usage tiers, etc).
- Adoption & Usage Monitoring
- Tracking client usage metrics, health scores, renewal probability, and feature adoption with dashboards.
- Triggering automated outreach based on usage thresholds (e.g., if usage drops or spikes).
- Guiding customers toward high-value features to increase stickiness.
- Customer Education & Enablement
- Hosting regional or multilingual webinars for product updates, best practices, and “how-to” training.
- Creating or curating knowledge base content for FAQs and troubleshooting.
- Operational Excellence
- Use CRM, PowerBI, analytics, and automation tools to manage client portfolios at scale.
- Maintain accurate client records, health scores, and engagement histories.
- Contribute to process improvements for low-touch/tech-touch client success programs.
What You'll Bring to the Role
- Experience: 2–4 years in Client Success, Account Management, or related roles (preferably in SaaS, technology, or consulting environments).
- Skills:
- Strong problem-solving, communication, and organization skills.
- Ability to manage multiple client accounts simultaneously at scale.
- Familiarity with CRM systems, analytics dashboards, and tech-touch engagement platforms.
- Experience handling issue resolution and escalation management across multiple stakeholders.
- Industry Knowledge: Understanding of contact center operations, CRM platforms, AI solutions, or analytics is a plus.
- Language: Fluency in English
- Willingness and ability to work US hours (night shift / US business time alignment)
What We Offer
- Opportunity to work with an innovative, AI-focused organization redefining customer experience delivery.
- Collaborative, high-performance team culture with growth opportunities.
- Exposure to cutting-edge technology and leading global clients.
Success in This Role Looks Like
- Consistently meeting or exceeding client satisfaction and retention targets for low-touch accounts.
- Efficiently resolving and reducing escalations while improving client health scores.
- Identifying and driving opportunities for measurable client outcomes aligned to revenue, cost, and productivity goals.
#LI-IG1
Skills Required
- 2-4 years in Client Success, Account Management, or related roles
- Experience in SaaS, technology, or consulting environments
- Familiarity with CRM systems, analytics dashboards, and tech-touch engagement platforms
- Experience handling issue resolution and escalation management across multiple stakeholders
- Ability to manage multiple client accounts simultaneously at scale
- Strong problem-solving, communication, and organizational skills
- Fluency in English
- Willingness and ability to work US hours (night shift / US business time alignment)
- Knowledge of contact center operations, CRM platforms, AI solutions, or analytics
- Experience using Power BI and automation tools
TTEC Digital Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about TTEC Digital and has not been reviewed or approved by TTEC Digital.
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Wellbeing & Lifestyle Benefits — Wellbeing resources include Calm access, specialized programs (e.g., Pelago, Maven, Sword), and a Lifestyle Spending Account for wellness activities. These offerings extend beyond core medical to support mental health and daily wellness needs.
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Leave & Time Off Breadth — Time-off programs cover PTO, sick/wellness time, paid holidays, and paid parental leave, with some Digital roles describing manager‑discretion “unlimited PTO.” This structure can offer flexibility for corporate/tech roles when team norms support it.
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Healthcare Strength — Core coverage spans medical, dental, vision, telemedicine/behavioral health, EAP, and optional protections like critical illness, accident, legal, ID‑theft, and pet insurance. The breadth indicates a comprehensive health offering on paper across physical and mental care.
TTEC Digital Insights
What We Do
TTEC Digital is a global leader in customer experience orchestration, combining technology and empathy at the point of conversation. With decades of innovation experience across the world’s leading contact center technology platforms — plus in-house expertise in CX strategy, data and analytics, AI and more — TTEC Digital delivers an unmatched skillset for organizations looking to forge deeper customer relationships and drive better business outcomes.
