Media.Net - Client Success Manager

Description:

About the Role:

We are seeking a proactive and relationship-driven Client Success Manager (CSM) to ensure long-term satisfaction, retention, and growth of our clients.

The ideal candidate will serve as a trusted partner, guiding clients through onboarding, adoption, and ongoing optimization of our products or services.

You will work cross-functionally with sales, product, support, and operations teams to deliver exceptional customer experiences and drive meaningful business outcomes.

Key Responsibilities:

Client Relationship Management:

- Build strong, long-term relationships with key client stakeholders and decision-makers.

- Serve as the primary point of contact for client needs, inquiries, and escalations.

- Maintain a deep understanding of client goals, workflows, and business challenges to provide tailored solutions.

Onboarding & Training:

- Lead smooth onboarding processes for new clients, ensuring successful product implementation.

- Provide training, guidance, and best practices to help clients understand product features and maximize adoption.

Client Engagement & Success Planning:

- Develop client success plans that outline goals, success metrics, and engagement strategies.

- Monitor client health scores, usage patterns, and satisfaction to proactively address potential issues.

- Drive product utilization through education, feature adoption, and strategic recommendations.

Issue Resolution & Support Coordination:

- Collaborate with support and product teams to resolve issues efficiently and ensure timely follow-ups.

- Identify bugs, enhancement requests, and recurring client pain points, communicating them clearly to internal teams.

Retention, Renewal & Growth:

- Own client renewals by ensuring value realization and satisfaction throughout the engagement lifecycle.

- Identify upsell and cross-sell opportunities in collaboration with sales teams.

- Prepare and deliver business reviews, performance insights, and product roadmap updates to clients.

Feedback & Continuous Improvement:

- Act as the voice of the customer, sharing insights and feedback with product, engineering, and leadership teams.

- Participate in refining customer success processes, playbooks, and workflows.

- Stay updated on industry trends, competitor offerings, and evolving customer needs.

Requirements & Qualifications:

Education & Experience:

- Bachelors/master's degree in Business, Marketing, Communications, or related field.

- 3-6 years of experience in Client Success, Account Management, or Customer Relationship roles-preferably in SaaS, technology, or service-based organizations