Manager, Client Success

Position: Manager, Client Success
Reports To: Senior Director, Client Success
Department: Client Success
Location: Remote, US (Eastern Time Zone)
Work Authorization: US Citizenship Required

Blue Voyant 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 Blue Voyant’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 Blue Voyant 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 Blue Voyant’s Executive Leadership Team to align and coordinate support for our largest accounts.
• Own the digital (scaled) customer segment for the territory, ensuring lower‑ARR accounts receive consistent, high‑quality coverage through a one‑to‑many engagement model.
  • Design and maintain digital engagement programs, including automated lifecycle communications, onboarding journeys, webinars, office hours, and self‑service resources.
  • Use health scores, usage data, and risk signals to trigger timely interventions and route at‑risk or high‑potential accounts to the appropriate CSM or Sales counterpart.
  • Manage renewals and churn risk for the digital segment at scale, with clear playbooks for when an account moves into or out of pooled coverage.
  • Define and report on digital segment…