Manager, Client Success

Ordermygear - Dallas, TX

Full-time - Mid Level

Dallas, TX

Professional, Scientific, and Technical Services

About the position

As the Manager of the Client Success team at OrderMyGear, you will play a crucial role in enhancing client retention, satisfaction, and growth. This position involves leading a team dedicated to building long-term relationships with clients, identifying growth opportunities, and ensuring clients derive maximum value from the company's products and services. You will implement strategies to reduce churn, increase customer engagement, and foster a proactive customer success culture within the team.

Responsibilities

• Implement strategies to reduce client turnover, enhance satisfaction, and encourage client retention and growth.
• Identify and develop initiatives to increase product adoption and utilization among clients.
• Collaborate with Sales, Product, and Marketing to identify opportunities for product adoption, upsell, and expansion within the existing client base.
• Ensure the Client Success team is aligned with the initiatives to drive revenue growth.
• Build and maintain strong relationships with key clients.
• Act as a point of escalation for complex client issues, ensuring quick and effective resolution.
• Continuously review and optimize CSM processes to enhance efficiency, scalability, and outcomes, ensuring the team uses tools and systems to manage client interactions effectively.
• Monitor client health data, retention trends, and expansion performance.
• Provide actionable insights and reports to senior leadership and recommend data-driven strategies to improve overall client success outcomes.
• Lead, mentor, and coach a team of Client Success Managers (CSMs) to meet retention and expansion goals and ensure they deliver excellent client experiences.

Requirements

• Bachelor's degree in Business, Marketing, or a related field.
• At least five (5) years of experience in Client Success, Account Management, or a related field, with at least two (2) years in a management role.
• Proven experience leading teams focused on client retention and expansion.
• Strong understanding of client success metrics and data-driven approaches to improve client satisfaction and retention.
• A demonstrated ability to guide teams and foster a collaborative work environment.
• Exceptional communication and interpersonal skills, with the ability to build strong relationships with clients and internal teams.
• Proficiency with CRM and client success tools like Salesforce and Looker.
• U.S. Citizen or Permanent Resident status required.

Benefits

• Commuter assistance
• Paid parental leave
• Happy hour
• Paid time off
• Snacks provided
• 401(k) matching