Client Success Manager

Who We Are: CBORD and Transact have come together as industry leaders in integrated technology solutions, powering housing, access, foodservice, nutrition, eCommerce, card systems, and innovative payment, mobile credential, and commerce solutions. Our technology supports K-12 and higher education, healthcare, senior living, and business campuses, creating connected campus experiences that simplify operations and enhance lives. With a mobile-centric ecosystem and partnerships with over 1,750 institutions, we are dedicated to improving the student experience across all aspects of campus life.

We are currently searching for qualified candidates for a Client Success Manager. Please see the details for the position below.

Title: Client Success Manager

Location: Remote (U.S.-based)

Job Description: As a Client Success Manager (CSM), you’ll be a trusted partner to our clients, helping them adopt solutions, stay up to date, and plan ahead so they get the most value from our products. Partnering closely with the Account Executive (AE), you’ll proactively manage account renewals, foster client growth, and ensure every client feels supported and set up for success.

Key Responsibilities & Deliverables:

1. Account Ownership & Strategic Partnership

• Act as a trusted subject matter expert (SME), advising clients on solution architecture and product roadmap alignment based on their operational environment and strategic goals.
• Partner with AEs to execute joint account strategies that drive client success and revenue growth.
• Lead client onboarding by ensuring proper account setup in D365 CRM, AHA! Ideas Portal, and support portals.

2. Renewal Management & Revenue Retention

• Own the full Transact renewal lifecycle, ensuring timely and accurate quote delivery and invoicing - e.g., April renewals are invoiced on or before March 31.
• Develop, negotiate, and secure multi-year agreements, tailoring proposals to client goals and budget cycles.
• Monitor and report renewal pipeline status weekly in D365 CRM in collaboration with AEs.

3. Sales Execution & Transactional Management

• Facilitate scope/solution calls as well as generate and manage short-cycle quotes for software, hardware, and service add-ons aligned with territory goals.
• Approve sales orders by validating pricing accuracy, shipping details and contractual alignment with issued quotes.
• Provide real-time updates on shipping/order status and resolve credit or return authorizations with minimal delay.

4. Data Stewardship & System Accuracy

• Maintain complete and accurate client profiles, contact details and product information in D365 CRM, ensuring integrity for sales reporting and forecasting.
• Monitor account transitions, manage client loss processes, and oversee data quality across systems.
• Reconcile client data across D365 CRM and other internal systems, proactively identifying discrepancies and implementing corrections to maintain accuracy.

5. Product Advocacy & Campaign Execution

• Drive upgrade campaign execution by understanding upgrade paths, coordinating with Support, and tracking client migrations.
• Promote product utilization through training recommendations, upsell discussions, and cross-sell of third-party integrations.
• Support clients in managing the full lifecycle of their technology, including proactive planning for end-of-life equipment and ensuring a well-structured replacement strategy is in place.

6. Internal Collaboration & Sales Enablement

• Contribute to AE-led pipeline reviews, QBRs, and regional planning sessions to align strategies and share client insights.
• Promote and coordinate client engagement in product-focused webinars, regional events, user groups, and success programs to strengthen loyalty, uncover opportunities, and support marketing initiatives.
• Support the RVP and sales leadership in achieving regional quotas by aligning client outcomes with business growth.

Success Metrics:

• On-time renewal execution and increased multi-year contract penetration.
• Data accuracy in D365 CRM and other internal systems.
• Client participation in upgrades, campaigns, and training engagements.
• Contribution to territory growth through upsells, cross-sells, and expanded platform adoption.

Planning for the Future:

• Employer paid Life Insurance / AD&D / Short-Term
• Voluntary Long-Term Disability Insurance / Term Life Insurance / AD&D 
• Access to FSA Plans & Commuter Benefit Plans 
• 401(k) Savings Plan where the Company Match of $0.50 for each $1 you contribute on the first 8% of pay.
• Both your contribution and the company contribution are immediately 100% vested.
• Access to the Roper Employee Stock Purchase Plan 
• Paid Parental Leave Program.

Base salary offers for this position may vary based on factors such as location, skills, and relevant experience. Some positions may include additional compensation in the form of bonus, equity, or commissions.

Transact + CBORD is an equal employment opportunity employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, protected military/veteran status, or any other protected factor.

As of Aug. 20, 2024, Transact and CBORD have merged to drive innovation and operational excellence across education, healthcare, and corporate markets. You can read more about the merger here: Transact News or CBORD Newsroom.

This position will be responsible for the handling of PHI (personal health information) and/or other types of SPI (sensitive personal information) and will be expected to comply with all applicable laws and internal policies with regards to handling of PHI/SPI.

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