Client Success Manager

Expedient is hiring a Client Success Manager to join the AI team.  This position will own the post-sales client lifecycle for assigned accounts, ensuring clients achieve operational and business outcomes through successful adoption of the AI platform.  The CSM partners closely with Sales, Solutions Architects, Product, and Support to guide clients through onboarding, adoption, optimization, renewal, and expansion.  
Expedient is a managed infrastructure and cloud services provider helping businesses transform their IT operations through hybrid cloud, infrastructure modernization, and increasingly through applied AI. Expedient occupies a unique position between infrastructure operations and applied AI delivery. We hold ourselves to a clear set of values that show up in how we work every day: we exhibit passion, embrace teamwork, demonstrate accountability, show adaptability, and stay focused on results. If that sounds like the kind of team you want to build with, we would love to hear from you.

Client Onboarding & Adoption 

• Lead client onboarding and implementation coordination  

• Define success plans tied to measurable business outcomes  

• Drive user adoption and workflow integration  

• Ensure time-to-value targets are achieved  

• Conduct Strategic Business Reviews (SBRs)  

Strategic Account Management 

• Develop trusted advisor relationships with executive stakeholders  

• Align AI platform capabilities to client KPIs  

• Identify expansion opportunities  

• Create account growth strategies with Sales partners  

Retention & Renewal Management 

• Monitor client health indicators  

• Proactively identify churn risk  

• Build and execute remediation plans  

• Own renewal readiness and forecasting  

AI Value Realization 

• Help clients quantify:  

• Productivity gains  

• Cost reductions  

• Automation impact  

• Revenue acceleration  

• Risk mitigation  

• Create ROI narratives for executive sponsors  

Cross-Functional Leadership 

• Advocate for client needs internally  

• Partner with Product on roadmap feedback  

• Coordinate with Support for escalations  

• Collaborate with Marketing on advocacy programs  

Data & Operational Excellence 

• Maintain CRM hygiene  

• Track client usage analytics  

• Deliver accurate forecasts and health scoring  

• Manage client lifecycle documentation

What We Are Looking For:
Required:

• 5+ years in Client Success, Account Management, Consulting, or SaaS  

• 2+ years supporting enterprise software or AI/ML platforms  

• Experience managing $2M–$5M ARR book of business  

• Proven retention and expansion success  

• Executive communication  

• Commercial negotiation awareness  

• AI/ML platform fluency  

• Business process optimization  

• Change management  

• Data analysis and storytelling  

• CRM proficiency (e.g., Salesforce)  

Preferred:

• Experience in generative AI, automation, or analytics  

• Familiarity with:  

• LLMs  

• AI governance  

• Prompt engineering  

• API integrations  

• Workflow automation