Customer Success Manager - Client Growth & Engagement

RSI Security; New York (NY); Sur place; USD 70 000 - 72 000; Plein temps

Résumé du poste

RSI Security seeks a proactive Customer Success Manager for Client Growth & Engagement to bridge client delivery, engagement, and expansion opportunities. You will maintain ongoing client engagement after kickoff and coordinate strategic touchpoints across delivery, sales, and leadership to ensure a long‑term partnership.

You will monitor engagement health, document milestones, and collaborate with cross-functional teams to identify renewals and expansions, while leveraging HubSpot, Monday.com,

Qualifications

• Experience in fast-paced professional services, SaaS, or cybersecurity/compliance consulting.
• Relationship management with executive stakeholders.
• Ability to drive growth conversations in a consultative manner.
• Experience using CRMs and project management tools.

Responsabilités

• Serve as the primary relationship contact for assigned client accounts throughout the engagement lifecycle.
• Build and maintain strong relationships with client stakeholders across operational, technical, compliance, and executive levels.
• Monitor client engagement, cadence, and overall account health; track goals and timelines.
• Coordinate strategic meetings and business reviews; align on roadmaps and follow-ups.
• Identify expansion, renewal, and cross-sell opportunities with Sales, CS, and Delivery teams.
• Document opportunities in CRM workflows and ensure accurate account notes and records.
• Assist with onboarding transitions, engagement tracking, escalation, and client follow-through.

Connaissances

Client relationships

CRM coordination

Communication

Commercial acumen

Tech-savviness

Outils

HubSpot

Monday.com

Salesforce

Description du poste

Customer Success Manager – Client Growth & Engagement

Department:

Reports To:

Employment Type: Full-time; W2

Salary Range: $70,000 - $72,000

Role Summary

We are seeking a proactive, relationship-driven Customer Success Manager (Client Growth & Engagement) to join our Delivery organization. In this role, you will serve as a strategic bridge between client delivery, client engagement, and expansion opportunities. You will be responsible for maintaining ongoing client engagement after project kickoff, tracking relationship health, coordinating strategic touchpoints, and identifying opportunities for additional services and long‑term partnership growth. Unlike a traditional sales role, this position sits within our delivery organization. You will work closely with Project Management, Client Experience, Sales, and Leadership to ensure clients remain engaged, supported, and aligned throughout their lifecycle.

What You Will Do (Core Responsibilities)

• Client Relationship ManagementServe as the primary relationship contact for assigned client accounts throughout the engagement lifecycle.
• Build and maintain strong working relationships with client stakeholders, including operational, technical, compliance, and executive contacts.
• Monitor client engagement, communication cadence, and overall account health.
• Maintain deep awareness of client goals, challenges, timelines, and evolving business needs.
• Client Engagement & Expansion CoordinationTrack client activity, milestones, and engagement trends across active accounts.
• Proactively schedule and coordinate strategic client meetings, business reviews (QBRs), roadmap discussions, and follow‑up conversations.
• Partner with Sales, Customer Success, and Delivery teams to identify expansion, renewal, and cross‑sell opportunities.
• Facilitate consultative conversations related to additional services, framework expansion, renewals, and long‑term engagement planning.
• Ensure all identified opportunities are documented and routed appropriately within internal CRM workflows.
• Operational CoordinationMaintain accurate account notes, stakeholder information, meeting records, and follow‑up actions within internal systems (e.g., HubSpot, Monday.com).
• Coordinate internally with Project Managers, Delivery Leads, Consultants, and Leadership to ensure total alignment on account activity.
• Assist with onboarding transitions, engagement tracking, escalation coordination, and client follow‑through.
• Client Health & Retention SupportMonitor key indicators of client satisfaction, engagement risks, communication gaps, and potential retention concerns.
• Coordinate internal follow‑up efforts when client responsiveness or project momentum declines.
• Support client retention initiatives through proactive, empathetic communication.

What We Are Looking For (Requirements)

• Experience: Prior experience operating in a fast‑paced professional services, SaaS, or cybersecurity/compliance consulting environment.
• Relationship Management: Comfortable managing executive‑level client relationships and coordinating cross‑functional communication.
• Commercial Curiosity: Experience supporting business growth conversations in a consultative, non‑aggressive manner.
• Operational Excellence: High attention to detail with experience utilizing CRMs and project management tools (e.g., HubSpot, Monday.com, Salesforce).
• Communication: Exceptional proactive communication skills, high emotional intelligence (EQ), and active listening skills.
• Tech‑Savvy: Comfortable utilizing AI and automation tools to enhance team performance and efficiency.

Key Performance Indicators (Success Metrics)

• Maintaining a 100% on‑time completion rate for assigned client touchpoints and strategic reviews.
• Meeting client response SLAs for all incoming communications.
• Proactively identifying and surfacing qualified expansion and renewal opportunities.
• Ensuring account engagement coverage across 100% of assigned accounts.

Culture & Fit

This role is ideal for someone who thrives at the intersection of client‑facing advocacy and operational execution. We value team members who view sales enablement as a form of client service, take extreme ownership of their processes, and approach collaboration with proactive initiative and humility.

Important Notice to Job Applicants and Recruitment Agencies

RSI Security is currently unable to provide sponsorship for employment visa status (e.g., H-1B, TN, O-1, STEM OPT extensions, or Permanent Residency/Green Card sponsorship) for any position (except for our offshore contractor positions). All applicants must be currently authorized to work for any employer in the United States on a full‑time, ongoing basis without the need for current or future employer immigration sponsorship

Unsolicited Agency & Staffing Submissions Policy

RSI Security does not accept unsolicited resumes, candidate submissions, or profiles from recruiters, placement services, or staffing agencies.