Client Success Manager

About the position

The Client Success Manager will serve as the primary point of contact for key clients, ensuring they are achieving their desired outcomes with our solutions. This role focuses on proactive client engagement, fostering strong relationships, offering strategic advice, and resolving any challenges to enhance client satisfaction and loyalty. The CSM will collaborate closely with internal teams, including sales, marketing, product, support, and other key stakeholders, to ensure clients receive seamless support, are carefully monitored, and ultimately retained.

Responsibilities

• Advocate for clients during implementations, driving platform adoption and ongoing usage to ensure they derive value and satisfaction from the system.
• Build and maintain strong client relationships, serving as a trusted advisor and primary point of contact.
• Monitor and utilize client health metrics, taking proactive steps to prevent churn and ensure client satisfaction with InvestorFlow’s products and services.
• Address client concerns, troubleshoot issues, and provide timely solutions or escalate when necessary.
• Lead training sessions and webinars tailored to each client’s unique needs, helping them quickly realize the platform's value while promoting full adoption through education on new features, updates, and best practices.
• Identify opportunities for upselling, renewals, and increasing client lifetime value.
• Provide regular status updates, usage reports, and feedback to clients and internal teams.
• Collaborate with sales, support, and product teams to ensure client needs are met and feedback is shared for continuous improvement.
• Advocate for clients internally, representing their voice in product development, support, and strategic discussions.

Requirements

• 3+ years of experience in client success, account management, or client support roles.
• Strong communication, presentation, and relationship-building skills with a client-first approach.
• An analytical mindset to assess client needs, provide strategic recommendations, and deliver effective solutions.
• Resourceful, proactive self-starter with excellent organizational skills and attention to detail.
• Proven ability to manage multiple client accounts and priorities simultaneously.
• Strong interpersonal and negotiation skills with the ability to drive results for clients and internal stakeholders.
• Salesforce Admin certification or equivalent experience with the ability to gain certification within 6 months.

Nice-to-haves

• Experience in the commercial real estate industry or private markets with knowledge of relevant products, workflows, and technologies.
• Experience working in SaaS or a tech company.

Benefits

• $110,000 - $125,000 a year based on the national average and may vary based on factors such as experience and location.