Client Success Manager

Information Mapping; Chelmsford (MA); Remote; USD 70,000 - 90,000; Full time

Benefits offered by this job

Competitive salary and benefits

Flexible work environment

Professional development opportunities

Job summary

A global documentation solutions leader in Chelmsford, Massachusetts is seeking a Client Success role focused on enhancing client experiences through effective onboarding and training. The ideal candidate will leverage their 3+ years of relevant experience and tech-savvy skills to foster client relationships, drive retention, and implement best practices. This role offers real responsibility and autonomy in a flexible environment, encouraging professional growth while utilizing cutting-edge AI tools.

Qualifications

• 3 years of experience in Client Success, SaaS, or customer-facing tech roles.
• Background in onboarding, implementation, or software training.
• Familiarity with HubSpot and SharePoint.

Responsibilities

• Own the client experience from onboarding through renewal.
• Serve as the primary strategic contact for clients.
• Lead high-impact onboarding and training sessions.

Skills

Client Success

Fast learner

Tech-savvy

Strong communicator

Detail-oriented

Proactive

Tools

HubSpot

SharePoint

Job description

Drive client impact. Own the experience. Elevate how customers succeed.

The Opportunity

We’re looking for a sharp, fast-learning professional who wants more than a traditional support role. This position is ideal for someone energized by ownership and technology, and motivated by delivering exceptional client experiences. You will operate at the heart of our client relationships — empowering customers to succeed with our software while shaping the processes, resources, and touchpoints that define their journey.

If you enjoy autonomy, solving meaningful problems, and becoming a trusted advisor to clients, this role offers significant visibility and growth potential.

What you’ll own

You will take full ownership of the client experience from onboarding through renewal, and continued success.

Client Partnership

• Serve as the primary strategic contact for clients
• Build trusted relationships grounded in expertise and responsiveness
• Anticipate needs before they arise and proactively guide clients toward success
• Play a direct role in retention and long-term client growth

Software Enablement

• Lead high-impact onboarding and training sessions that drive confident adoption
• Act as the internal voice of the client to help improve the product and experience

Operational Excellence

• Ensure frictionless execution of administrative processes such as training coordination, invoicing and subscription renewals
• Identify inefficiencies and implement smarter, scalable workflows
• Help evolve the knowledge base into a best-in-class self-service resource
• Convert recurring client questions into structured, scalable solutions

Who Thrives here

Top performers in this role tend to be naturally proactive, intellectually curious, and highly accountable.

You will likely excel if you are:

• Fast at learning new systems and concepts
• Tech-savvy and comfortable navigating software environments
• Energized by responsibility and trusted with autonomy
• Structured, detail-oriented, and operationally strong
• A clear, confident communicator who builds credibility quickly
• Motivated by improvement — not satisfied with “good enough”

Requirements

This role requires the following:

• 3 years of experience in Client Success, SaaS, or customer-facing tech roles
• Background in onboarding, implementation, or software training
• Familiarity with HubSpot and SharePoint

Why choose this role

Why high-performers choose this role:

• Ownership: Real responsibility and trust from day one
• Visibility: Your work directly influences client retention and company growth
• Autonomy: Space to improve processes and implement ideas
• Growth: A role designed to expand as you do
• Meaningful Work: Help clients unlock real value from our solutions

Who are we

As global leader in structured documentation, we solve documentation problems at their source. When content lacks structure and consistency, organizations experience compliance violations, operational errors, extended training cycles, unreliable AI outputs, and reduced productivity. For over 40 years, we've provided the only complete solution that combines four integrated pillars to create a universal documentation standard.

Grounded on our research-based Information Mapping Methodology we offer

• AI Automated Conversion Platform
• Enterprise Training
• Hands‑on Consultancy

What's in it for you

You can expect:

• Competitive salary and benefits
• Flexible work environment
• Opportunity to work with cutting‑edge AI tools
• Professional development and growth opportunities