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Client Success Team Manager
Posh
Customer Service
United States · Remote
Posted on Apr 2, 2025
The Client Success Team Manager plays a critical leadership role in ensuring clients achieve long-term success with our AI-driven solutions. This role focuses on driving client health, renewals, AI adoption, and strategic expansion, while ensuring operational excellence through KPI tracking, CRM hygiene, and seamless client onboarding.
This leader will manage a team of Client Success Managers (CSMs), equipping them to consult clients on AI roadmaps, identify growth opportunities, and advocate for their evolving needs. The Client Success Team Manager will also collaborate closely with Sales, Product, and Implementation teams to ensure a smooth transition from sale to onboarding and ongoing client engagement.
Key Responsibilities
- Client Health, Retention & Renewals
- Proactively monitor client health metrics, ensuring high renewal rates.
- Develop and execute strategies that increase product adoption, client engagement, and overall retention.
- Drive renewal success by ensuring clients continuously see measurable value in our solutions.
- AI Adoption & Roadmapping
- Lead clients through their AI journey, helping them build AI roadmaps aligned with their business goals.
- Consult with clients to maximize AI utilization, ensuring they integrate new technologies effectively.
- Act as a trusted advisor, guiding organizations through best practices for AI-driven automation and efficiency.
- Consultation & Sales Identification
- Identify upsell and cross-sell opportunities, working closely with Sales to drive revenue expansion, ensuring CSMs work close with the Account Growth Manager.
- Ensure the CSM team is skilled at spotting and articulating AI-driven expansion opportunities.
- Partner with Sales leadership to align client success efforts with revenue and growth strategies.
- Client Advocacy & Product Feedback
- Serve as the voice of the customer, gathering insights and feedback to influence product innovation and enhancements.
- Collaborate with Product teams to prioritize feature requests and communicate roadmap updates effectively.
- Strengthen client relationships through proactive advocacy, ensuring their needs are represented internally.
- New Client Onboarding & Implementation
- Oversee the seamless transition from Sales to Client Success, ensuring an exceptional new-client experience.
- Partner with the Product Implementation Managers (PIMs) to streamline onboarding, accelerating time-to-value for new clients.
- Establish best practices for onboarding, training, and early adoption to set clients up for long-term success.
- KPI Management & CRM Hygiene
- Define and enforce performance benchmarks, ensuring CSMs consistently meet renewals, expansion, and engagement goals.
- Ensure CRM (Salesforce) accuracy and hygiene, maintaining clean and reliable data for tracking client interactions and expansion opportunities.
- Develop and leverage reporting structures and dashboards to drive insights and data-driven decision-making.
What You Bring
- ✅ 5+ years in Client Success, Account Management, or Consulting, preferably in AI, SaaS, or FinTech.
- ✅ Proven ability to drive KPIs, retention, and client expansion metrics.
- ✅ Strong expertise in AI-powered solutions, consulting clients on implementation and optimization.
- ✅ Experience coaching teams on client engagement, AI roadmapping, and strategic expansion.
- ✅ Ability to identify growth opportunities and collaborate with sales teams on expansion efforts.
- ✅ CRM (Salesforce) proficiency, ensuring accuracy, data integrity, and pipeline tracking.
- ✅ Passion for client advocacy, ensuring customer feedback drives product innovation.
Posh is a fast-growing, award-winning SaaS company revolutionizing the way financial institutions serve their communities. Backed by top-tier investors and with over $45 million in funding, we're making customer support more accessible, fast, and enjoyable through innovative AI solutions. Our AI assistants enhance both digital and voice channels, empowering staff and delighting customers. Come build with us and shape the future of AI in fintech.