Client Success Manager
Dow Jones
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Benefits offered by this job
Job summary
Dow Jones is seeking a Client Success Manager to own the post-sale journey from signed deal through launch, activation, early adoption, and transition to ongoing account management. You will coordinate across Sales, Operations, Adoption, Engagement, and Customer Care to ensure smooth launches and measurable value.
The role emphasizes client readiness, milestone-driven onboarding, and proactive risk management, without quota attainment.
Qualifications
- Minimum 5 years in client success, onboarding, or post-sale roles in B2B/SaaS environments.
- Proven ability to coordinate multiple internal teams and drive onboarding milestones.
- Strong communication and relationship-building with clients and stakeholders.
Responsibilities
- Own the post-sale relationship from onboarding to early adoption and handoff to ongoing account management.
- Coordinate with Sales, regional coordinators, Operations, Adoption, Engagement, and Customer Care to execute launches.
- Develop 60–90 day onboarding milestones and success plans with clear objectives and early wins.
- Maintain proactive communications to keep launches on track and document goals, stakeholders, and runbooks.
- Partner with Adoption and Engagement teams to drive standard account adoption and engagement.
Skills
Job description
We are seeking a Client Success Manager to own the post-sale client journey for assigned new business accounts- from signed deal through launch, activation, early adoption, and handoff into ongoing account management. This role serves as the primary relationship owner and cross-functional coordinator during the early post-sale phase, working closely with Sales, Regional Sales Coordinators, Operations, Adoption, Engagement, Customer Care, and Account Management.
The goal is a seamless transition from signed account to active, engaged client- reducing friction, accelerating time to value, surfacing risk early, and bringing in the right specialist resources at the right time.
The Client Success Manager is the primary post-sale relationship owner and “quarterback” across the early client lifecycle, accountable for client readiness, launch coordination, onboarding progress, standard-account adoption execution, early engagement, and risk management. The role doesn’t personally own every specialist workstream, but ensures each one happens successfully.
This is not a quota-carrying role. Success is measured by how effectively clients launch, activate, adopt key products and workflows, engage early, and transition cleanly into ongoing account management.
- Serve as the primary point of contact from signed deal through onboarding and early adoption.
- Lead the handoff from Sales, ensuring client goals, use cases, stakeholders, and launch priorities are clearly understood and documented.
- Build 60–90 day onboarding milestones and success plans so clients know what success looks like and can achieve early wins.
- Maintain proactive, coordinated communication with clients and internal stakeholders to keep launches on track.
- Partner with RSCs on order processing, account setup/changes, billing, CRM updates, and related handoffs.
- Partner with Operations and Fulfillment on provisioning, entitlements, technical readiness, SLA readiness, and launch execution.
- Own coordination and follow-through, while RSCs and Operations retain responsibility for their own administrative execution.
- Execute onboarding using established playbooks, milestones, and training guidance from the Adoption function.
- Ensure clients understand activation steps and build early usage habits.
- Loop in the Adoption Specialist for top-tier, high-risk, or complex accounts.
- Work within playbooks and frameworks defined by the Adoption Specialist.
- Coordinate specialist involvement for strategic accounts, complex launches, low-activation accounts, or accounts needing deeper admin enablement.
- Apply Adoption function learnings and best practices across the client base.
- Work with Engagement Strategy & Performance and Customer Lifecycle Marketing to ensure clients get the right communications, campaigns, and enablement programs.
- Use engagement reporting and health signals to prioritize interventions.
- Connect clients to the right in-life programs as they move from onboarding into sustained engagement.
- Track usage, activation milestones, and health signals to catch stalled onboarding, weak adoption, or early churn risk.
- Escalate early and coordinate support across Adoption, Engagement, Customer Care, Operations, and Account Management.
- Ensure critical issues stay owned and teams stay aligned on actions and timing.
- Share feedback, adoption insights, and emerging needs with Product, Marketing, Sales, Customer Care, and Client Success leadership.
- Partner with the Enterprise Customer Care & Voice of Customer Lead on escalations and service themes.
- Ensure a clear transition from early post-sale ownership into the ongoing account management motion once onboarding and early adoption are complete.
- Share account context, progress, risks, and adoption status with Account Managers so momentum carries through on high-value accounts.
Measured on adoption, engagement, readiness, and handoff outcomes rather than direct revenue. KPIs may include:
- Account launch readiness and setup completion rate
- Time to onboarding completion and time to first value
- Activation and seat activation rate
- Adoption of priority products, workflows, and features
- Usage frequency, engagement depth, and health score movement
- Participation in training, webinars, and lifecycle programs
- Early identification and escalation of churn risk or stalled onboarding
- Quality of handoff into ongoing account management
- Sales Account Executives — post-sale handoff and continuity from signed deal into launch
- Regional Sales Coordinators — order processing, account setup/changes, billing coordination
- Operations and Fulfillment — provisioning, entitlements, technical readiness, launch execution
- Adoption Specialists — onboarding strategy, playbooks, training, high-touch support
- Engagement Strategy & Performance / Customer Lifecycle Marketing — health monitoring, engagement plays, in-life programs
- Enterprise Customer Care & Voice of Customer — escalations, white-glove service, feedback loops
- Account Managers — transition planning and ongoing relationship continuity
- 5 years of experience in client success, onboarding, implementation, account coordination, or related post-sale roles in B2B, SaaS, media, or subscription environments
- Strong cross-functional project management skills, able to coordinate multiple stakeholders through launch, onboarding, and adoption milestones
- Excellent client communication, relationship-building, and stakeholder management skills
- Comfort using data and health indicators to monitor trends and flag risk early
- A proactive, organized, solutions-oriented approach to client coordination
- A client-first mindset focused on driving value through usage, adoption, and engagement — not transactional account support
- Robust medical, vision, and dental insurance
- Generous paid personal time and vacation
- Savings and retirement planning options
- Extensive health coverage for individuals and families
- Tuition assistance and educational development support
- Paid leave for new parents
- Resources for family and dependent care
- Commuting/public transit support
- Preferred pricing on corporate subscriptions
- Employee referral incentives
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status or any other protected characteristic under applicable law. EEO/Disabled/Vets
We are committed to providing reasonable accommodation for qualified individuals with disabilities in our job application and/or interview process. If you need assistance or accommodation in completing your application or participating in an interview due to a disability, email us at talentresourceteam@dowjones.com. Please put “Reasonable Accommodation” in the subject line and provide a brief description of the type of assistance you need. This inbox will not be monitored for application status updates.
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Dow Jones - Risk
Sales
Non-Union role
Base Pay Range: -
We’re committed to offering competitive and flexible compensation to attract top talent. This pay range reflects our good faith estimate for the role and may vary based on a candidate’s experience, skills, location, and other relevant factors.
For bonus-eligible roles, targets are determined based on multiple considerations, including market benchmarks and individual contributions.
For benefits-eligible roles, we offer a comprehensive and competitive benefits package covering health, retirement, wellbeing, and more, along with optional benefits to meet the diverse needs of our employees.
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