Client Success Manager

Position Summary:

As a Client Success Manager, you will own the end-to-end implementation lifecycle for enterprise clients from contract handoff through configuration, training, launch, and transition to long-term support.

This is a highly visible, client-facing role requiring strong project management leadership, exceptional communication skills, and the ability to manage complex, multi-stakeholder implementations. You will serve as the primary delivery owner, ensuring projects launch on time, within scope, and with a best-in-class customer experience.

You will regularly present and demonstrate the Anchor Operating System to both technical and non-technical audiences, manage project timelines and risks, and act as the strategic liaison between clients, sales, product, and support teams.

• Own and manage the full implementation lifecycle across multiple concurrent enterprise projects.
• Establish and track client progress through defined implementation milestones.
• Organize and lead all client implementation meetings, including formal kickoff sessions.
• Build and maintain detailed project plans, timelines, and deliverables.
• Provide weekly status reporting to clients and internal stakeholders, including risks, blockers, and launch readiness.
• Ensure schedule adherence and proactively manage scope, dependencies, and resource constraints.
• Client Success & Stakeholder Management — Act as the primary point of contact for clients throughout onboarding and launch.
  • Maintain a strong customer-centric mindset focused on long-term satisfaction and retention.
  • Coordinate communication cadence with clients and ensure a smooth transition to Support post-launch.
  • Serve as the liaison between Sales, Product, Engineering, and Support teams.
  • Identify and resolve client issues, including root cause analysis and corrective action.
• Product & Training Enablement — Configure client-specific system settings, templates, and workflows.
  • Lead all client training sessions across departments and user roles.
  • Provide on-site support during go-live and major launches.
  • Demonstrate software capabilities to executive, operational, and technical audiences.
  • Track KPIs and implementation metrics to continuously improve delivery processes.
  • Identify upsell opportunities and introduce additional product features during onboarding.
• Continuous Improvement & Internal Impact — Maintain deep working knowledge of the Anchor Operating System and new releases.
  • Translate customer feedback into actionable internal product recommendations.
  • Develop and maintain implementation documentation, reports, and dashboards.
  • Contribute to refining internal implementation frameworks and best practices.

Core Requirements

• Bachelor’s degree in Business, Information Systems, Project Management, or related field — or equivalent professional experience (PMP or similar certification preferred).
• 3+ years of experience in Project Management, Implementation Management, or Client Success roles. Demonstrated experience delivering complex SaaS or enterprise software implementations.
• Strong proficiency with project management tools and platforms such as JIRA, Confluence, Salesforce, or similar.
• Proven ability to manage multiple high-impact projects simultaneously.
• Strong experience working within formal project management frameworks.
• Exceptional organizational and prioritization skills.
• Track record of delivering projects on time, within scope, and with high customer satisfaction.
• Outstanding verbal, written, and presentation skills.
• Confident communicator with the ability to engage both executive and technical audiences.
• Strong facilitation skills for meetings, workshops, and training sessions.
• Ability to translate complex technical concepts into clear business outcomes.

Technical & Analytical Skills

• Experience with SaaS platforms, POS systems, e-commerce, or web-based applications.
• Strong analytical and problem-solving skills.
• Ability to build reports and dashboards for executive-level insights.
• Comfortable working with system configurations and operational workflows.

Personal Attributes

• Highly proactive, self-directed, and accountable.
• Comfortable operating…