Manager of Client Success

BlueVoyant; United States; Remote; USD 140,000 - 190,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Life insurance

Disability insurance

401(k)/Retirement plan

Generous PTO

Extensive paid holidays

Job summary

BlueVoyant in the United States is seeking an experienced Manager, Client Success to lead a team of 5–10 CSMs in a fully remote role. You will drive retention, satisfaction, and expansion across your portfolio, leveraging data to guide decisions and partner with leadership.

You will mentor staff, own onboarding with 30/60/90‑day plans, and forecast renewals while collaborating with Sales to mitigate churn and maximize value for customers.

Qualifications

• 8+ years in client services, IT, and cybersecurity.
• 2+ years leading or mentoring CS or account teams.
• Experience hiring, onboarding, coaching, and managing performance.
• Ability to forecast renewals and report portfolio performance.

Responsibilities

• Lead a team of 5–10 Client Success Managers.
• Own onboarding, including 30/60/90‑day plans.
• Forecast renewals, revenue, and attrition for the portfolio.
• Partner with Sales on account planning and churn mitigation.
• Serve as executive escalation point for critical issues.

Skills

People management

CRM data analysis

Renewals forecasting

Executive communication

Cross-functional collaboration

Education

Bachelor's degree

Tools

Salesforce

CRM software

Job description

• Reports To: Senior Director, Client Success
• Department: Client Success
• BlueVoyant is seeking an experienced, player-coach Manager, Client Success to lead a team of 5–10 Client Success Managers (CSMs) within an assigned territory
• This fully remote role will drive customer retention, satisfaction, and expansion across your portfolio, while fostering cross-functional collaboration to ensure customers achieve maximum value from BlueVoyant’s platform and solutions
• Your impact will directly influence Net Revenue Retention (NRR), Gross Retention Rate (GRR), and customer satisfaction, as you scale best practices globally and tailor them to your territory’s unique market dynamics
• Lead, mentor, and grow a high-performing team of 5–10 Client Success Managers (CSMs)
• Conduct regular 1:1s, performance reviews, and training plan reviews
• Own new CSM onboarding, including documenting 30/60/90-day plans and conducting reviews
• Track CSM utilization and bandwidth to ensure balanced, tier-appropriate account coverage
• Act as hiring manager for open roles within the team
• Foster a culture of accountability, customer-centricity, and data-driven decision-making
• Develop CSMs as trusted advisors with deep knowledge of each customer’s cyber program goals and tailored account plans that drive long‑term partnership
• Design and execute territory‑specific strategies for adoption and retention
• Directly manage a portfolio of customer accounts, with an emphasis on Strategic and Tier 1 accounts
• Partner with Sales on account planning, growth opportunities, and churn mitigation
• Monitor customer health metrics (risk, adoption, CSAT) and proactively report and address portfolio risk
• Lead retention and churn‑prevention efforts for the team, including playbooks and churn war rooms, to ensure customers are on target for renewal
• Ensure a consistent customer operating rhythm across the team, including transition from deployment to steady state and quarterly value discussions
• Accurately forecast renewals, revenue, and attrition for the team
• Track and report team performance (NRR, GRR, CSAT/NPS) to Client Success leadership
• Deliver monthly reporting covering churn and downsell (with reasons), expansions, customer exit interviews, risk, and adoption
• Identify expansion opportunities (upsell, cross‑sell) and guide CSMs in execution
• Analyze territory trends to refine strategy and share insights with leadership
• Serve as the executive escalation point for critical customer issues, escalating to BlueVoyant leadership as needed
• Partner with Deployment, Support, Operations, and Engineering to resolve escalations swiftly
• Relay customer feedback to Product teams to influence roadmap priorities, and support a 360‑degree view of customers
• Build relationships with key decision‑makers and champions in high‑value accounts
• Work directly with BlueVoyant’s Executive Leadership Team to align and coordinate support for our largest accounts

Benefits

• Medical coverage for employees and their dependents
• Dental coverage for employees and their dependents
• Vision coverage for employees and their dependents
• Life insurance
• Short‑term and long‑term disability
• Retirement/401(k) plans (US & Canada)
• Generous paid time off (PTO)
• Extensive paid holiday schedule

Extensive experience managing large, complex accounts with multiple lines of business and stakeholdersExperience hiring, onboarding, coaching, and managing the performance of individual contributorsAbility to identify the buying landscape within customer environments and maintain relationships with critical decision‑makersComfort using CRM and customer health data (e.g., Salesforce) to drive decisions and report on portfolio performanceSuperior organizational skills and the ability to adapt to quickly evolving environmentsProven track record of owning renewal and retention outcomes and accurately forecasting revenue and attrition8+ years of experience across client services, IT, and cybersecurity, including 2+ years leading or mentoring Customer Success or account management teamsA high degree of autonomy and sound judgmentAbility to define, create, and execute service improvement plans across a portfolioExcellent written and verbal communication skills, including executive‑level presentations to customers and internal leadershipExperience with, or certifications in, Microsoft Security toolingAbility to create, adhere to, and influence standard organizational systems and processes, driving efficiencies across Client SuccessBachelor’s degree in a related field or equivalent professional experienceMicrosoft Security certifications (e.g., SC-900, SC-200, Microsoft 365 Certified: Security Administrator Associate)Experience in a cybersecurity SaaS or managed security services (MSSP/MDR) environmentExperience scaling Customer Success processes across multiple territories or regions