Manager, Customer Success

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INDIRECT AZ, US

11 days ago Requisition

Salary Range: $80,000.00 To $90,000.00 Annually

At 4over, we are committed to building a diverse and inclusive workplace welcoming to people of all backgrounds. We take pride in fostering a safe environment for all employees.

The Client Success Manager is responsible for leading the Client Success organization and ensuring the team delivers exceptional customer experience, retention, relationship development, and revenue growth across its assigned portfolio.

This role leads the Client Success strategy, team performance, and customer engagement model while ensuring strong alignment between Client Success and Sales.

The Manager will build a customer-focused, commercially minded team that understands each client's business, protects existing relationships, identifies opportunities for growth, and proactively engages customers.

Client Success will partner closely with the Sales team to identify, develop, and pursue opportunities within existing accounts. Client Success is not a separate sales organization; rather, the two teams work together to strengthen relationships, develop opportunities, and grow the business.

$80,000 - $90,000 annually. Compensation commensurate with experience.

At this time, we are not engaging with agencies or third-party recruiters. Thank you for your understanding.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The listed requirements are representative of knowledge, skillset, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Specific duties may vary to meet the needs of the company. Include the following:

• Lead, manage, coach, and develop the Client Success team.
• Establish clear expectations, goals, processes, and performance standards.
• Develop and execute the Client Success strategy and operating model.
• Establish KPIs and reporting around customer health, retention, engagement, and revenue growth.
• Ensure the team has the tools, resources, and training necessary to successfully manage their portfolios.
• Foster a culture of accountability, proactive communication, collaboration, and customer ownership.

• Ensure the team develops and maintains strong relationships across assigned accounts.
• Establish standards for understanding customer objectives, purchasing behavior, challenges, and future needs.
• Monitor customer health, satisfaction, retention risk, and revenue performance.
• Proactively identify and address customer risks before they impact the relationship or revenue.
• Support strategic customer meetings, account reviews, and Quarterly Business Reviews.
• Partner with internal teams to resolve significant customer issues and improve the overall customer experience.
• Build a strong partnership between Client Success and the Sales team to drive customer retention and revenue growth.
• Ensure Client Success proactively identifies cross-sell, upsell, new product, expanded-volume, and other growth opportunities.
• Establish clear processes for Client Success and Sales to collaboratively develop and pursue opportunities.
• Ensure Client Success provides Sales with customer insight, relationship context, purchasing history, and business needs.
• Partner with Sales on strategic account planning, customer meetings, presentations, proposals, and other commercial activities as appropriate.
• Monitor account whitespace and opportunities to increase product adoption and share of wallet.
• Ensure opportunities are appropriately documented and tracked in the CRM.

• Establish a strategic account management framework for the Client Success organization.
• Ensure key accounts have appropriate account plans, objectives, and action plans.
• Analyze customer trends, revenue performance, retention, and whitespace to identify opportunities and risks.
• Partner with Sales and other leadership to develop strategies for strategic and high-value accounts.
• Build strong relationships across Sales, Operations, Customer Experience, Product Development, Marketing, Technology, and Finance.
• Communicate customer feedback and market intelligence to the appropriate internal…