Client Success Manager

Job Summary

This role involves onboarding new clients, guiding them through best practices,
monitoring product engagement, and collaborating with sales and product teams to identify upsell
opportunities. The ideal candidate is customer-centric, highly analytical, and adept at building long-

lasting relationships.
Key Responsibilities
Onboarding & Training:

Conduct training sessions, webinars, and personalized demos to empower users with platform features and best practices.

Customer Engagement & Retention:

Develop and execute customer success strategies to drive product adoption, satisfaction, and long-term

retention.

Monitor customer usage data and feedback to proactively address issues and optimize the user experience.

Upselling & Revenue Growth:

Identify opportunities for upselling and cross-selling within the existing customer base and collaborate

with the sales team to drive revenue growth.

Relationship Management:

Serve as the primary point of contact for assigned accounts, fostering strong, trust-based relationships.
Act as a customer advocate within the organization, relaying insights and feedback to product and marketing teams.

Performance Analysis & Reporting:

Track key performance indicators (KPIs) related to customer success (e.g., churn rate, renewal rate,

upsell revenue) and report findings to leadership.

Use customer data to identify trends and recommend strategies for product and service improvements.

Collaboration & Communication:

Work closely with Sales, Product, and Support teams to align on customer feedback, feature requests,

and strategic initiatives.

Develop and maintain resources such as FAQs, user guides, and training materials to support ongoing customer success.

Qualifications
Education & Experience:

Bachelor’s degree in Business, Marketing, Communications, or a related field.

3+ years of experience in customer success, account management, or a related role in a SaaS or B2B
technology environment; experience in industrial or manufacturing sectors is a plus.

Skills & Competencies:

Strong interpersonal and communication skills with the ability to build relationships at all organizational

levels.

Proficiency with customer success platforms (e.g., Gainsight, Totango) and CRM systems (Hubspot

experience a must)

Excellent analytical skills with the ability to interpret data and provide actionable insights.
Proven ability to manage multiple projects and prioritize tasks in a fast-paced environment.

Personal Attributes:

Customer-focused with a passion for delivering exceptional service.
Proactive problem solver with a strong attention to detail.

Adaptable, with the ability to work effectively both independently and as part of a team.

What We Offer

Competitive salary and performance-based bonuses
Comprehensive benefits package (health, dental, vision, etc.)
Opportunities for professional development and career growth
Dynamic, innovative work environment in a rapidly growing company
Flexible work arrangements and remote options

This role is critical to driving engagement, customer satisfaction, and long-term revenue growth for
our client. We look forward to finding a dedicated Customer Success Manager who will help our customers buy resin better and drive our continued success.

KPIs

KPIs to track to ensure success
Customer Onboarding and Time-to-Value:


• Percentage of new clients successfully onboarded within TARGET

• Average time from signup to first interaction within the tool (TBD what action is)

Customer Engagement:


• Active usage rates (daily/weekly/monthly active users)

• Product adoption metrics (feature usage frequency, login frequency)

Customer Satisfaction and Feedback:


• Customer Satisfaction Score (CSAT) from onboarding and support interactions

• Net Promoter Score (NPS) to gauge overall customer sentiment

• Qualitative feedback collected via surveys and regular check-ins

Retention and Churn:


• Customer retention rate (month-over-month for Basic and year-over-year for Compound and Prime)


• Churn rate, including reasons for cancellations
Revenue Growth and Upsell:

• Upsell revenue generated from existing accounts


• Expansion revenue as a percentage of total customer revenue
• Conversion rate from free trial to

paid subscription
Support and Resolution Efficiency:


• Average response and resolution time for customer issues

• Number of proactive engagements initiated with at-risk customers

Advocacy and Referrals:


• Number of customer referrals or case studies generated

• Engagement in customer advocacy programs

My thought on this is that they could start with a salary + bonus structure that is tied to company
performance + completion of training/non-business objectives for year 1 while we build baseline for what CS metrics should be for year 2