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