Client Success Manager

ITA Group, Inc.; Atlanta (GA); On-site; USD 90,000 - 120,000; Full time

Job summary

ITA Group, Inc. is seeking a proactive Client Success Manager to steward a portfolio of SaaS clients from onboarding through renewal. You will drive adoption, analyze engagement trends, and partner with cross-functional teams to deliver exceptional client experiences.

Experience in SaaS client success and data-driven decision making is preferred. You will serve HR leaders and program administrators, build trusted relationships, and translate usage metrics into strategic recommendations that

Qualifications

• Proactive, curious and analytical approach.
• Able to navigate ambiguity and make data-driven recommendations.
• Skilled at building relationships and influencing stakeholders.
• Comfortable translating data into actionable business insights.

Responsibilities

• Be the primary contact for a portfolio of clients and guide them through the client journey from implementation to renewal.
• Monitor client health and engagement, identify trends and opportunities for growth.
• Collaborate with product, development and support teams to address client concerns and improve platform adoption.
• Prepare executive-ready reports and business reviews for clients.

Skills

Proactive

Curious

Analytical

Ambiguity tolerance

Tech-savvy

Relationship building

Stakeholder management

Job description

ITA Group creates unforgettable events and engagement experiences for some of the world’s leading brands. We’re looking for a Client Success Manager to join our team.

About the Rol

e
We're looking for a proactive, strategic Client Success Manager to support clients using ITA Group's employee experience, recognition and engagement technology platfor

m.In this role, you'll manage a portfolio of clients and serve as their trusted advisor throughout the client journey. You'll help organizations maximize adoption, analyze engagement trends, troubleshoot issues, identify growth opportunities and ensure clients achieve their employee engagement goal

s.
We're seeking someone with experience in SaaS client success who understands how to manage client health, drive product adoption, leverage data to make recommendations and partner with cross-functional teams to deliver an exceptional client experience. If you enjoy building relationships, solving problems, analyzing data and helping clients get the most value from technology, we'd love to talk with y

ou. What You'l

l Do Own Client Relation

• shipsServe as the primary point of contact for a portfolio of cli
• ents.Build trusted relationships with HR leaders, employee experience teams, program administrators and executive stakehol
• ders.Guide clients through their client journey, from implementation through ren
• ewal.Conduct regular client meetings, business reviews and strategic planning discuss
• ions.Act as an advocate for your clients while balancing business priorities and platform capabili

ties.Drive Customer Success and Platform Ado

• ptionMonitor customer health, engagement and adoption metrics to identify risks and opportuni
• ties.Proactively engage clients when participation, recognition activity or platform utilization trends ch
• ange.Use customer data and platform insights to make recommendations that improve employee engagement and program perform
• ance.Help clients develop strategies to increase employee participation, manager engagement and overall platform v
• alue.Partner with clients to achieve business outcomes and demonstrate return on invest

ment.Troubleshoot and Solve Pro

• blemsInvestigate and resolve client issues related to platform functionality, configuration and adop
• tion.Partner with Product, Development and Technical Support teams to address client conc
• erns.Document, and track bugs and enhancement requ
• ests.Communicate technical concepts clearly to both technical and non-technical aud
• nces.Navigate ambiguity and independently drive issues toward resolu

tion.Leverage Data and Ins

• ightsAnalyze usage, recognition activity, participation trends and engagement met
• rics.Translate data into actionable recommendations for cli
• ents.Prepare and deliver executive-ready reports and Quarterly Business Reviews (Q
• BRs).Identify opportunities to improve client engagement, retention and long-term suc

cess.Create Client-Facing Reso

• urcesDevelop client communications, training materials, support documentation, tutorials and best-practice resou
• rces.Help clients educate employees and leaders on platform features and functiona
• lity.Support change management and adoption initiatives within client organizat

ions.Support Retention and G

• rowthMonitor account health and proactively address r
• isks.Partner with Sales and leadership teams on renewals, expansions and cross-sell opportuni
• ties.Help ensure clients continue to see measurable value from their investment with ITA G
• roup.Contribute to client retention and long-term account gr

owth. What We're Look

ng For Required Qualifi

onment. Preferred Qualif

t teams. Success in

This RoleThe ideal cand

• idate is:
• ProactiveCurious and a
• nalyticalComfortable with
• ambiguityTechnically savvy without needing to be a
• developerSkilled at building relationships and influencing sta
• keholdersAble to translate data into meaningful business recomm
• endationsMotivated by helping clients achieve measurabl