Strategic Client Success Architect (Hybrid)

Socket.dev; Tulsa (OK); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Competitive compensation plan

401(K) Contribution

Employer paid benefits: health, dental

Professional development plans

Career progression/internal mobility

Inclusive work environment

Volunteering opportunities

Company/team building events

Hybrid remote working option

Job summary

TMA Systems in Tulsa, OK seeks an experienced Client Success Manager to own the post-implementation relationship for Facil-IT clients. You will serve as a trusted advisor, helping clients increase adoption, realize measurable value, achieve business goals, and sustain a long-term partnership with Facil-IT.

As the first dedicated Customer Success Manager for Facil-IT, you will build foundational processes, tools, templates, and operating standards needed to establish and scale the Customer

Qualifications

• Bachelor’s degree or equivalent combination of education and relevant professional experience.
• Minimum of 3 years of related experience in Customer Success, strategic account management, client services, SaaS, or a comparable client-facing role.
• Demonstrated experience managing client relationships and working with executive stakeholders.
• Experience creating or improving Customer Success processes, playbooks, templates, reporting, or operating standards is strongly preferred.

Responsibilities

• Own the post-implementation relationship for an assigned portfolio of clients and serve as the primary strategic point of contact after go-live.
• Build trusted relationships with client executives and key stakeholders, connecting Facil-IT capabilities to business goals, adoption, and measurable value.
• Create and maintain customer success plans that document goals, success measures, risks, priorities, and agreed actions.
• Lead Quarterly Business Reviews (QBRs) and regular strategic check-ins focused on value realization, account health, risks, priorities, and next steps.
• Monitor engagement, adoption, support themes, and stakeholder changes to identify risk early and coordinate proactive action.
• Own customer risk and escalation coordination for assigned accounts, ensuring clear internal ownership, timely follow-up, consistent communication, and documented resolution plans.
• Coordinate cross-functional resources across Implementation, Business Analysis, Technical Support, Product, Engineering, Account Management, and Leadership to address client priorities and protect the relationship.
• Proactively communicate business-impacting changes, service expectations, release information, and other updates that may affect the customer experience.
• Identify opportunities for training, workflow improvement, broader product adoption, advocacy, and expansion, then partner with the appropriate internal team for execution.
• Build and document the initial Facil-IT Customer Success operating model, including engagement standards, customer segmentation, health indicators, reporting, handoffs, templates, and playbooks that can scale as the team grows.
• Maintain complete client records in approved CRM and Customer Success platforms and represent the voice of the customer by sharing recurring needs, risks, trends, and feedback internally.

Skills

Trusted advisor relationships

Executive communication

Cross-functional coordination

English fluency

Education

Bachelor's degree or equivalent

Tools

Salesforce

Gainsight

Job description

TMA Systems in Tulsa, OK seeks an experienced Client Success Manager to own the post-implementation relationship for Facil-IT clients. You will serve as a trusted advisor, helping clients increase adoption, realize measurable value, achieve business goals, and sustain a long-term partnership with Facil-IT.

As the first dedicated Customer Success Manager for Facil-IT, you will build foundational processes, tools, templates, and operating standards needed to establish and scale the Customer