Client Success Manager

Reward Gateway - Boston, MA

Full-time - Mid Level

Boston, MA

501-1,000 employees

Publishing Industries

About the position

The Client Success Manager at Reward Gateway Inc. is responsible for delivering exceptional service to clients, ensuring they derive maximum value from the company's products. This role focuses on building strong relationships, understanding client goals, and driving customer satisfaction and product adoption. The CSM will manage a portfolio of clients, proactively addressing their needs and challenges while collaborating with internal teams to ensure successful project delivery.

Responsibilities

• Build close, long-term client relationships that create customer loyalty and a solid partnership with multiple stakeholders.
• Proactively maintain a strategic partnership with clients, understanding their people and business goals.
• Identify areas where solutions can help clients achieve their goals.
• Manage and lead client projects, coordinating resources and stakeholders to ensure successful and timely delivery.
• Proactively address issues, prioritizing accordingly and coordinating resources across product, engineering, and support teams.
• Provide value to clients through advice on engagement theories and access to thought leadership.
• Analyze program performance and demonstrate alignment with client goals, identifying opportunities for improvement.
• Build a detailed view of risks and opportunities within the portfolio and implement solution-focused plans.
• Ensure Salesforce is accurate and up to date, completing all client admin tasks on time and to a high standard.
• Advocate for clients internally and raise the profile of "win stories" to strengthen partnerships and support marketing initiatives.

Requirements

• 2+ years demonstrated track record of working within Client Success (B2B, SaaS experience preferred)
• Ability to work with workforces with an employee size of 500 to 2500+
• Exceptional Salesforce hygiene to paint a picture of client health
• Experience in running consultative meetings that unearth detail and produce strategic action plans
• Ability to build rapport with clients at all levels by understanding their goals, objectives, and agenda
• Excellent communication skills with the ability to adapt to individual client styles
• Practical, level-headed, and able to prioritize effectively
• Comfortable collaborating with different teams within Reward Gateway and stakeholders
• Proven growth mindset with a focus on coachability and continuous learning and improvement.