Client Success Manager

ICC-IMS; United States; On-site; USD 90,000 - 130,000; Full time

Job summary

ICC-IMS is seeking a Client Success Manager to serve as the trusted advisor for our growing client base. You will own the long-term health of accounts, ensuring clients realize maximum value from our solutions and leading renewals.

Reporting to the Chief Revenue Officer, this remote role involves travel (25-35%) and collaboration with sales, operations, product, and support teams to drive retention and expansion. A background in technical sales or client service is preferred.

Qualifications

• Bachelor's degree in Engineering, Business, or a related field.
• 5+ years in technical sales, client service, or project management.
• Experience in a B2G or SLED sales environment.

Responsibilities

• Build and maintain strong, long-term relationships with assigned clients.
• Lead regular check-ins, business reviews, and strategic client meetings.
• Own the renewal process end-to-end to secure extensions and minimize churn.
• Proactively identify and mitigate risks to retention.
• Meet or exceed renewal and retention targets.
• Help clients achieve measurable outcomes by sharing best practices to maximize ROI.
• Monitor client usage, adoption, and performance data to spot gaps.
• Identify opportunities for expansion within existing accounts.
• Partner with sales, operations, product, and support teams to deliver a seamless client experience.
• Maintain accurate account information, renewal forecasts, and expansion pipeline in CRM.
• Report regularly on client health, retention metrics, and growth opportunities.

Skills

Relationship-building

Negotiation skills

CRM experience

Cross-functional collaboration

Education

Bachelor's degree in Engineering, Business, or related field

Tools

CRM systems

Customer success tools

Job description

Are you passionate about building lasting client relationships and driving meaningful project outcomes? Do you have a natural desire to learn, be curious, and keep up to date with niche industry-leading technology and capabilities? We're looking for a Client Success Manager to join our Client Success Team and serve as the trusted advisor for our growing client base. In this role, you'll own the long-term health of your accounts, ensuring clients realize maximum value from our solutions, leading renewals, and uncovering opportunities to expand the partnership.

Reporting to the Chief Revenue Officer, this is a remote position with travel (25-35%).

What You’ll Do

As our Client Success Manager, you will:

• Build and maintain strong, long-term relationships as the primary point of contact for your assigned clients.
• Lead regular check-ins, business reviews, and strategic client meetings to ensure satisfaction and alignment with their goals.
• Own the renewal process end-to-end, securing timely contract extensions/renewals and minimizing churn.
• Proactively identify and mitigate risks to retention before they become problems.
• Consistently meet or exceed renewal and retention targets.
• Help clients achieve measurable outcomes by sharing best practices, insights, and guidance that maximize ROI.
• Monitor client usage, adoption, and performance data to spot gaps or opportunities early.
• Identify and pursue expansion opportunities within existing accounts to drive revenue growth.
• Partner with sales, operations, product, and support teams to deliver a seamless client experience.
• Maintain accurate account information, renewal forecasts, and expansion pipeline in CRM.
• Report regularly on client health, retention metrics, and growth opportunities.

What You’ll Bring

We're looking for someone who has:

• A Bachelor's degree in Engineering, Business, or a related field.
• Minimum 5 years of experience in a technical sales or client service, or project management role.
• Experience in a B2G or SLED sales environment
• A proven track record of securing renewals and expanding services within existing accounts.
• Excellent communication, relationship-building, and negotiation skills.
• Strong problem-solving skills and the ability to navigate complex client needs.
• Hands-on experience with CRM systems and customer success tools.
• A self-starter mindset with the ability to manage multiple accounts and competing priorities effectively.

We are an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable federal, state, or local law. All qualified applicants will receive consideration for employment without regard to these characteristics. We are committed to providing reasonable accommodations to qualified individuals with disabilities during the application and employment process.