Client Engagement & Success Lead

Tyler Technologies, Inc.; Denver (CO); On-site; USD 66,585 - 70,000; Full time

Job summary

Tyler Technologies, Inc. is seeking a Client Engagement Lead to build strong, value-driven partnerships with assigned clients, drive product adoption, and improve NPS.

You will manage day-to-day relationships, guide success planning, and coordinate with regional teams to deliver a unified client experience. The role focuses on expanding product usage, identifying and addressing issues, and communicating progress with clients.

Qualifications

• 2+ years in customer success, support, or implementation.
• Strong communication and follow‑through with both clients and internal teams.
• Accountability mindset: sees issues through to resolution and keeps clients informed.
• Skilled at analyzing client behavior, identifying trends, and driving improvements.
• Comfortable managing multiple clients and priorities simultaneously.

Responsibilities

• Own overall client satisfaction, retention, and NPS outcomes.
• Act as the primary client relationship owner and ensure clients have a clear understanding of who to contact for success planning, training, and support.
• Coordinate with regional teammates to deliver a unified client experience.
• Build trusted relationships with assigned clients, acting as their primary point of contact.
• Lead recurring client meetings, including QBRs, focused on alignment, performance, and value realization.
• Develop and maintain tailored Client Success Plans.
• Operate in a matrixed environment—balancing strategic guidance from the Director of Client Success.
• Engage with day-to-day alignment to the Client Experience Manager, flag priorities and risks.
• Analyze consumption gaps and help clients expand product use to achieve business goals.
• Educate clients on features, updates, and product capabilities to maximize value.
• Serve as a product liaison, connecting internal resources to client needs.
• Guide clients through early stages of cloud adoption, helping them understand new workflows.
• Take end-to-end ownership of client-reported issues and questions, even when resolution spans other teams.
• Provide timely updates aligned with internal SLAs, ensuring clients always know the status of their inquiry.
• Collaborate with Regional team, Development, and Services to track progress and advocate for resolution.
• Transparently communicate challenges and solutions, building trust through honesty and follow-through.
• Step in to handle support incidents as needed, especially during high‑volume periods.
• Actively track and improve assigned clients’ NPS performance through relationship building, issue resolution, and value delivery.
• Use NPS data to inform outreach plans and success strategy adjustments.
• Demonstrate a genuine passion for helping clients succeed and a belief in the value Tyler’s solutions provide.
• Confidently communicate product strengths and relevant use cases to clients during meetings, calls, and success planning.
• Share real stories of how other clients have solved similar problems or achieved goals with our tools.
• Monitor client health scores and identify early indicators of churn or dissatisfaction.
• Track client engagement and usage trends to adjust success strategies accordingly.
• Proactively flag at‑risk accounts and collaborate internally to get them back on track.

Skills

Strong communication

Follow-through

Accountability mindset

Analyzing client behavior

Managing multiple clients

Job description

Tyler Technologies, Inc. is seeking a Client Engagement Lead to build strong, value-driven partnerships with assigned clients, drive product adoption, and improve NPS.

You will manage day-to-day relationships, guide success planning, and coordinate with regional teams to deliver a unified client experience. The role focuses on expanding product usage, identifying and addressing issues, and communicating progress with clients.