The Client Success Manager works as part of the Reputation Management Team to create and nurture long-term relationships with our clients. You will understand clients’ individual needs to establish goals for the partnership, ensure these objectives are achieved through adoption of our product, and significant value is delivered to and realized by all stakeholders. As an ambassador for each of your clients, you will identify creative ways to ensure our partners achieve our mutual goals. Successful candidates will be highly organized self-starters and excellent communicators who are excited about driving our client’s success. Having a background in account management and/or customer service and knowledge of our industry is a plus but not required. The goal is to help us safeguard our revenue and retain our customers.
Responsibilities include:
- Drive client outcomes with a deep understanding of the partners’ success criteria, business drivers and initiatives.
- Build relationships with key employees among partners.
- Facilitate the smooth onboarding of new partners to ensure successful product adoption and a strong foundation for the partnership.
- Proactively monitor and identify client health risks and mitigate churn risk.
- Create strategic plans to address clients’ business needs.
- Analyze and monitor client data to draw insights with the goal of communicating those findings to clients to increase engagement and utilization with the product.
- Lead demonstrations of ConsumerAffairs features to stakeholders of both current and potential partners.
- Schedule regular meetings with clients to ensure they are seeing success from our partnership and alignment with their objectives.
- Identify process improvements to help drive repeatable and efficient customer engagement.
- Quickly and efficiently solve ad-hoc client issues as needed.
- Identify opportunities to expand the partnerships.
- Collaborate with internal teams (e.g. sales, engineers, senior management) to address clients’ needs.
- Ensure accuracy of data to achieve operational excellence.
Please note this is an in office position. Local candidates to Tulsa will be considered.
Requirements
- Recommended BSc/BA in Business Administration, Marketing or a related field, or proven experience.
- Proven experience as a Client Success Manager, Account Manager, Relationship Manager or similar;
- SaaS experience is a plus.
- Proven track record of meeting and exceeding targets.
- Experienced tracking relevant KPIs (e.g. customer satisfaction).
- Skilled in putting together professional presentations with clear data stories.
- Proficient in MS Office, G-Suite, with working knowledge of CRM platforms (e.g. Salesforce).
- Proficiency in Customer Success platforms (e.g. ChurnZero, Gainsight) recommended.
- Problem-solving aptitude.
- A customer-oriented attitude.
- Excellent communication and ability to negotiate on the fly.
- Obsessed with ensuring an exceptional customer experience- for both internal and external customers.
- Stands up for decisions, takes responsibility for results, and shares both good and bad outcomes transparently.
- Experience working to promote value through customer experience.
- Detail oriented and relies on data to drive decisions.
Benefits
Why You’ll Love Working Here
At ConsumerAffairs, your voice matters. We foster a collaborative environment where you’re encouraged to take initiative, experiment boldly, and grow professionally. We're committed to work-life harmony, career development, and celebrating wins together.
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Family Leave (Maternity, Paternity)
- Short Term & Long Term Disability
- Training & Development