Client Success Manager

idplans1; Tampa (FL); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Health Insurance

401(k) Matching

Paid Time Off

Flexible Scheduling

Remote Work with Travel

Job summary

idplans1 in Tampa, FL is seeking a Client Success Manager to support onboarding, training, and ongoing client engagement in a fast-growing SaaS environment. You will work with Account Executives to guide customers through implementation, foster strong relationships, and identify opportunities for expansion while minimizing churn.

The role emphasizes proactive support, training delivery through webinars, and regular business reviews to ensure client success and long-term value realization.

Qualifications

• Minimum 3 years of experience in SaaS or enterprise software customer success, account management, or client services.
• Demonstrated proficiency with CRM systems (e.g., Salesforce, HubSpot).
• Experience using conversational intelligence tools (e.g., Gong, Chorus, or SalesLoft).
• Proven ability to communicate ROI and demonstrate value through measurable outcomes.
• Exceptional verbal, written, and presentation skills.

Responsibilities

• Partner with Account Executives to guide clients through onboarding and adoption.
• Establish and maintain trusted relationships with key stakeholders in client organizations.
• Provide proactive client support, troubleshoot issues, and ensure prompt resolution.
• Host training sessions, webinars, and product demonstrations to drive adoption.
• Conduct quarterly business reviews to assess satisfaction and outcomes.
• Collaborate with Product, Sales, and Operations to improve client experience.

Skills

SaaS / Enterprise software

CRM systems

ROI demonstration

Verbal & written communication

Presentation skills

Cross-functional collaboration

Account management

Analytical skills

Education

Bachelor's degree in related field

Tools

Salesforce

HubSpot

Gong

Chorus

SalesLoft

Job description

Client Success Manager

Location: Tampa, Florida (Corporate Office)

Employment Type: Full-Time

Reports to: Sr. Client Success Manager

Position Overview

The Client Success Manager plays a critical role in supporting and retaining our clients by ensuring they receive maximum value from our products and services. This position was created to strengthen client relationships, enhance engagement, seek out expansion opportunities and minimize churn. The ideal candidate will leverage a strong background in SaaS and enterprise technology solutions to deliver successful client onboarding, training, and ongoing support. While not a sales role, the Client Success Manager is responsible for identifying opportunities for account growth and ensuring clients remain fully informed and satisfied with our suite of software & services.

Key Responsibilities

Client Onboarding and Relationship Management

• Partner with Account Executives and Account Managers to guide clients through the implementation and adoption process.
• Establish and maintain trusted relationships with key stakeholders within client organizations.
• Evaluate and understand client business goals to ensure product alignment and long-term success.

Client Support and Retention

• Provide proactive client support, addressing inquiries, troubleshooting issues, and ensuring prompt resolution.
• Host training sessions, webinars, and product demonstrations to drive user adoption and engagement.
• Conduct regular check-ins and Quarterly Business Reviews (QBRs) to assess client satisfaction and performance outcomes.
• Serve as the client advocate internally, representing their needs and feedback to cross-functional teams.

Process Improvement and Collaboration

• Collaborate with internal departments—including Product Managers, Sales, and Operations—to enhance client experience and outcomes.
• Develop educational materials and client resources to support onboarding and continued usage.
• Support initiatives to improve client retention, satisfaction and Net Promoter Scores (NPS).

Qualifications and Experience

• Minimum of 3 years of experience in SaaS or enterprise software customer success, account management, or client services.
• Demonstrated proficiency with CRM systems (e.g., Salesforce, HubSpot).
• Experience using Conversational Intelligence tools (e.g., Gong, Chorus, or SalesLoft).
• Proven ability to communicate Return on Investment (ROI) and demonstrate value through measurable outcomes.
• Exceptional verbal, written, and presentation skills.
• Strong analytical and problem-solving abilities with attention to detail.
• Ability to collaborate effectively across teams and organizational levels.

Success Metrics

• Achievement of client retention and satisfaction goals.
• Increased product adoption and usage within assigned accounts.
• Year-over-year growth in account spend.
• NPS maintained or improved within target range.
• Positive internal and external feedback on professionalism and collaboration.

Compensation and Benefits

• Competitive salary
• Comprehensive health, dental, and vision insurance
• 401(k) plan with matching contributions
• Paid time off and flexible scheduling
• Remote work environment with opportunities for travel as needed

Physical Requirements

• Ability to sit or stand for extended periods (up to four hours).
• Frequent use of computer, phone, and standard office equipment.
• Occasional lifting or moving of materials up to 20 pounds.
• Ability to communicate clearly and effectively with clients and colleagues.