Client Success Analyst

Aktion Associates; Maumee (OH); Hybrid; USD 60,000 - 80,000; Full time

Benefits offered by this job

Competitive salary

Quarterly bonus

Employer-matching 401(k) plan

Job summary

Aktion Associates in Maumee, Ohio is hiring a Client Success Analyst responsible for fostering strong relationships with clients post-Go Live. This role ensures client satisfaction, driving retention and expansion while closely collaborating with internal teams.

The ideal candidate should possess strong communication skills, have experience in account management or client success, and understand SaaS subscriptions. The position also includes benefits like a competitive salary and quarterly bonuses.

Qualifications

• Proven ability to build strong client relationships and drive satisfaction.
• 3+ years of experience in client success, account management, or a related field.
• Strong problem-solving abilities with a solution-oriented mindset.

Responsibilities

• Lead software subscription renewals by coordinating with clients and accounting.
• Identify at-risk clients and take proactive steps to mitigate churn.
• Engage in Net Promoter activities to identify referrals and success stories.

Skills

Client relationship building

Excellent communication

Problem-solving

Multi-tasking

Experience with SaaS subscriptions

Education

Bachelor’s degree or equivalent work experience

Tools

CRM software

Job description

About Aktion Aktion Associates is a North American ERP software reseller in the top 20 of the VAR 100 reseller market and a recognized top workplace in 2025. We have a high‑growth technical environment with a workforce of over 250 professionals and a two‑year growth initiative to reach 350 employees. The team is highly skilled, consisting of application consultants, software engineers, and networking engineers located throughout the U.S. and Canada.

Client Success Analyst

We are seeking a Client Success Analyst who will build and maintain strong, long‑term relationships with post‑Go Live clients, driving client satisfaction, retention, and expansion. This role is a key point of contact for clients, supporting an extraordinary client experience and advocating for their needs internally while collaborating with various teams to ensure successful product adoption and satisfaction.

Roles and Responsibilities

• Lead software subscription renewals by meeting clients 90 days prior to renewal, reviewing details, executing changes, and coordinating with Accounting to initiate invoicing and payment collection.
• Identify at‑risk clients and take proactive steps to mitigate churn through intervention strategies and outreach.
• Engage in Net Promoter activities to identify referrals, references, and success stories.
• Develop and maintain strong, long‑term relationships with key client stakeholders.
• Meet each client account at least once every four months to discuss strategy, software utilization, and identify opportunities for our sales team.
• Introduce successful corporate‑driven programs and initiatives.
• Monitor and report on key metrics such as Client Satisfaction (CSAT), Net Promoter Score (NPS), churn rate, and product adoption to divisional leadership.
• Identify relevant industry advancements and opportunities for upselling and cross‑selling.
• Update and maintain CRM with logs of all client‑related activities.

Education, Experience and Skills

• Proven ability to build strong client relationships and drive satisfaction.
• Excellent communication and interpersonal skills.
• Strong problem‑solving abilities with a solution‑oriented mindset.
• Ability to work independently and collaboratively within a team.
• Strong multi‑tasker capable of juggling internal projects and client initiatives while responding to client requests in a timely manner.
• Experience with CRM software is a plus.
• Knowledge of the industry and products/services offered is a plus.
• Experience with Infor and/or Deltek is a plus.
• Experience or good understanding of Managed Services is a plus.
• Experience with SaaS subscriptions, either from working with a software publisher or reseller, is required.
• Bachelor’s degree or equivalent work experience.
• 3+ years of experience in client success, account management, or a related field.

This position offers a competitive salary, quarterly bonus, and potential for performance‑based year‑end bonus. Aktion Associates provides a comprehensive benefits plan, including an employer‑matching 401(k) plan.

If you require a reasonable accommodation for any part of the application process or to perform the essential functions of the position, please contact HR at [e-mail] and let us know the nature of your request and your contact information.

Aktion Associates Inc. participates in E‑Verify, a system that verifies the employment eligibility of all new hires in the United States. By applying for this position, you acknowledge that you may be required to provide documents confirming your eligibility to work in the U.S.

Aktion Associates is an Equal Opportunity Employer. Please visit www.aktion.com for more information about Aktion Associates.