# Client Success Manager **Company**: Dow Jones **Location**: NYC **Experience**: senior **Job type**: full-time **Salary**: $100,000 - $120,000 **Category**: Sales **Industry**: Media & Entertainment **Apply**: https://dowjones.wd1.myworkdayjobs.com/en-US/Dow_Jones_Career/job/NYC---1211-Ave-of-the-Americas/Client-Success-Manager_Job_Req_54977?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_67663d7f-367 ## Description 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. 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. **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 ## Skills ### Required - client success - onboarding - implementation - account coordination - project management - stakeholder management --- Source: [Apply at dowjones.wd1.myworkdayjobs.com](https://dowjones.wd1.myworkdayjobs.com/en-US/Dow_Jones_Career/job/NYC---1211-Ave-of-the-Americas/Client-Success-Manager_Job_Req_54977?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)