Manager of Client Success
Reports ToVP, Managed Services
FLSA StatusSalary Non-Exempt
DescriptionThe Manager of Client Success will lead a team of Client Success Managers (CSMs) to ensure that customers achieve their desired outcomes through the use of our products and services. This role requires a proactive and customer-centric approach, strong leadership skills, and the ability to work collaboratively across various departments. The Manager of Customer Success will focus on customer retention, satisfaction, and growth by building strong relationships and providing exceptional support.
Salary range$84,000 - 122,000 depending on experience.
Primary ResponsibilitiesTeam Leadership and Development
Recruit, train, and manage a team of Strategic Account Managers.
Conduct regular performance reviews and provide feedback and coaching to team members.
Develop and implement training programs to enhance team skills and performance.
Client Relationship Management
Develop and maintain strong relationships with key customers.
Serve as the primary point of contact for escalated customer issues and ensure timely resolution.
Oversee the customer onboarding process and ensure a smooth transition from sales to customer success.
Client Success Strategy
Develop and implement strategies to enhance customer satisfaction, retention, and growth.
Monitor and analyze customer health metrics and develop action plans to address any issues.
Work with the sales and marketing teams to identify opportunities for upselling and cross-selling.
Client Advocacy and Feedback
Act as a customer advocate within the company, providing insights and feedback to product, marketing, and sales teams.
Develop customer success stories and case studies to highlight the value of our products and services.
Gather and analyze customer feedback to drive continuous improvement.
Sales Strategy and Planning
Develop and execute effective sales strategies to meet company goals.
Set and track sales targets and KPIs for the team.
Analyze sales data to identify trends, opportunities, and areas for improvement.
Sales Operations
Utilize CRM systems to manage sales pipelines and track customer interactions.
Ensure accurate and timely reporting of sales activities and performance metrics.
Collaborate with marketing, product, and other departments to align sales efforts with company objectives.
Market Research and Analysis
Stay informed about industry trends, market conditions, and competitor activities.
Provide insights and recommendations based on market analysis to drive sales growth.
Budgeting and Forecasting
Prepare and manage the inside sales budget.
Develop sales forecasts and adjust strategies as needed to meet financial objectives.
Operational Excellence
Utilize customer success software and CRM systems to manage customer interactions and track key metrics.
Ensure accurate and timely reporting of customer success activities and performance metrics.
Develop and refine processes and best practices to improve the efficiency and effectiveness of the customer success team.
Product Knowledge
Stay informed about industry trends, market conditions, and competitor activities.
Develop a deep understanding of our products and services and how they meet customer needs.
Provide insights and recommendations based on market analysis to drive customer success initiatives.
Soft SkillsSupervision/Autonomy
Able to independently set direction and scope of work. Able to evaluate the work of others and make decisions that affect personal or team productivity within a well-defined area of responsibility.
Planning/Organization
Able to organize incoming requests for work from multiple sources and plan projects without well- defined goals, maintaining day to day productivity with few requests for help.
Process Management
Understands and follows established processes. Able to adapt to ongoing changes in processes, priorities, tasks, and workload. Able to help develop and define processes and process improvement for Applied Tech.
Communication
Strong written and verbal communication skills. Demonstrates clear and professional written communication that conveys confidence and competence. Able to explain complicated concepts with poise to large groups.
People Skills/Conflict Management
Strong interpersonal skills for effective interaction with clients, third parties, and teammates. Able to demonstrate confidence in high-pressure situations and resolve conflicts.
Education & Qualifications- Bachelor’s degree in Business, Marketing, or a related field.
- Proven experience in customer success, account management, or a related role.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Proficiency in customer success software, CRM systems, and Microsoft Office Suite.
- Analytical mindset with the ability to interpret customer data and trends.
- Strong problem-solving skills and the ability to handle high-pressure situations.
- Experience with customer success training and development.
- Knowledge of the industry and market in which the company operates.
- Ability to work collaboratively and build strong relationships across departments.
- Results-oriented with a track record of achieving and exceeding customer success metrics.
- Ability to use computers daily in an interactive manner for extended periods of time, possibly exceeding 8 hours per day.
- Ability to sit for an extended period.
- Ability to frequently and accurately communicate with employees, customers, and vendors in person, via the telephone or by email.
NOTE: This job description is not intended to be all-inclusive. The employee may perform other related duties as requested to meet the ongoing needs of the organization.
Employees must be U.S. Citizens or authorized to work in the U.S. and complete an I-9 Form upon hire.
Top Skills
What We Do
Applied Tech was established in 1999 to provide progressive managed IT services to organizations and companies in need of strategic IT support. Our mission is simple; to be the most proactive managed IT and security services provider in Midwest. With a culture aligned to run alongside your fast-paced and dynamic environment, you can trust us to support your mission-critical technologies while you focus on your core business.
Applied Tech is headquartered in Madison, WI with additional offices in Waukesha, WI and Wausau, WI. We work as a team to provide responsive and comprehensive business IT support customized to fit your company’s current need, future plans, and budget. Our team and our services are constantly evolving to provide our clients with the technology tools they need to run their businesses better. Give us a call or check out our website to learn more.
If you ask our customers why they chose us and why they stay with us (we have an extraordinary 95 percent retention rate), they will tell you it is because Applied Tech works hard at being a trusted partner to help them beat the competition by being faster, better, stronger – and strategic. Before we do anything, we listen and learn about your business to understand the issues you face and where you want your company to go. In addition to having affordable rates, we pride ourselves on building long- term business relationships that help meet your technology needs today and in the future.
Specific industries in which we specialize include: healthcare, commercial & residential real estate management, science & technology, financial, legal, manufacturing, construction, government agencies, education, non-profit organizations and trade associations to name a few.
