Client Success Manager

Expedient; Cleveland, Pittsburgh, Denver, Phoenix (OH, Allegheny County, CO, AZ); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health insurance

Three weeks paid time off

Birthday off

401(k) match

Hybrid work model

Parking

Job summary

Expedient is seeking a ClientSuccess Manager to own the post-sales lifecycle for assigned accounts, guiding onboarding, adoption, optimization, renewal, and expansion of the AI platform. You will collaborate with Sales, Solutions Architects, Product, and Support to deliver measurable business outcomes and ROI narratives for executive sponsors.

The role is hybrid, requiring proximity to Expedient’s eligible officelocations and a strong emphasis on strategic relationship management, data-driven

Qualifications

• 5+ years inClientSuccess, Account Management, Consulting, or SaaS.
• 2+ years supporting enterprise software or AI/ML platforms.
• Experience managing $2M–$5M ARR book of business.
• Proven retention and expansion success.
• Executive communication.
• Commercial negotiation awareness.
• AI/ML platform fluency.
• Business process optimization.
• Data analysis and storytelling.
• CRM proficiency (Salesforce).

Responsibilities

• Lead client onboarding and implementation coordination.
• Define success plans tied to measurable business outcomes.
• Drive user adoption and workflow integration.
• Ensure time-to-value targets are achieved.
• Conduct Strategic Business Reviews (SBRs).
• Develop trusted advisor relationships with executive stakeholders.
• Align AI platform capabilities to client KPIs.
• Identify expansion opportunities with Sales partners.
• Monitor client health indicators and churn risk.
• Own renewal readiness and forecasting.

Skills

Executive communication

Negotiation

AI/ML fluency

Data storytelling

Account management

Change management

Business analytics

Tools

Salesforce

Job description

Expedient is hiring a ClientSuccess Manager to join the AI team. This position will own the post-salesclientlifecycle for assigned accounts, ensuringclients achieve operational and business outcomes through successful adoption of the AI platform. The CSM partners closely with Sales, SolutionsArchitects, Product,andSupport to guideclients through onboarding, adoption, optimization, renewal, and expansion.

Expedient is a managed infrastructure and cloud services provider helping businesses transform their IT operations through hybrid cloud, infrastructure modernization, and increasingly through applied AI. Expedient occupies a unique position between infrastructure operations and applied AI delivery. We hold ourselves to a clear set of values that show up in how we work every day: we exhibit passion, embrace teamwork, demonstrate accountability, show adaptability, and stay focused on results. If that sounds like the kind of team you want to build with, we would love to hear from you.

What You'll Do:

ClientOnboarding & Adoption

• Leadclientonboarding and implementation coordination
• Define success plans tied to measurable business outcomes
• Drive user adoption and workflow integration
• Ensure time-to-value targets are achieved
• ConductStrategicBusiness Reviews (SBRs)

Strategic Account Management

• Develop trusted advisor relationships with executive stakeholders
• Align AI platform capabilities toclientKPIs
• Identifyexpansion opportunities
• Create account growth strategies with Sales partners

Retention & Renewal Management

• Monitorclienthealth indicators
• Proactivelyidentifychurn risk
• Build and execute remediation plans
• Own renewal readiness and forecasting

AI Value Realization

Helpclients quantify:

• Productivity gains
• Cost reductions
• Automation impact
• Revenue acceleration
• Risk mitigation
• Create ROI narratives for executive sponsors

Cross-Functional Leadership

• Advocate forclientneeds internally
• Partner with Product on roadmap feedback
• Coordinate with Support for escalations
• Collaborate with Marketing on advocacy programs

Data & Operational Excellence

• Maintain CRM hygiene
• Trackclientusage analytics
• Deliveraccurateforecasts and health scoring
• Manageclientlifecycle documentation

What We Are Looking For:

Required:

• 5+ years inClientSuccess, Account Management, Consulting, or SaaS
• 2+ years supporting enterprise software or AI/ML platforms
• Experience managing $2M–$5M ARR book of business
• Proven retention and expansion success
• Executive communication
• Commercial negotiation awareness
• AI/ML platform fluency
• Business process optimization
• Change management
• Data analysis and storytelling
• CRMproficiency(e.g., Salesforce)

Preferred:

• Experience in generative AI, automation, or analytics
• Familiarity with:
• LLMs
• AI governance
• Prompt engineering
• API integrations
• Workflow automation

This is a hybrid position requiring proximity to one of our eligible officelocations which include Cleveland, OH, Pittsburgh, PA, Denver CO, Columbus, OH, Phoenix, AZ, or Charlotte, NC. Sponsorship is not provided for this role.

Salary for this position isdirectly relatedto your own experience, knowledge,and skills. Estimated range for this role is $90,000 to $120,000 #LI-Hybrid

WORKING FOR EXPEDIENT

We prioritize ongoing education and continuous innovation to remain at the forefront of the information technology landscape. Our commitment to learning is reflected in our comprehensive employee training and tuition reimbursement programs, which are driven by our employees and funded by Expedient 100%.

For our full-time employees we offer an exceptional benefits package including three weeks of paid time off annually that increases with tenure plus your birthday off and a health holiday to be used for preventive care. We offer parental leave, top-tier medical, dental, and vision, disability and life insurance, at an affordable rate, wellness engagement opportunities, and a 401(k) with a generous match.

We also recognize the importance of a comfortable and convenient work environment. We offer a hybrid work model for many roles, paid parking and other perks.

Expedient is an equal opportunity employer. Qualified applicants will receive fair and equitable consideration for employment without regard to their race, color, religion, national origin, gender, protected veteran status, disability, or any other characteristic protected by law.