Account Success Manager

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

is an award-winning background technology screening company. We are the creators of innovative projects such as  - 1st consumer background checking system of its kind, and ClarityIQ a high-tech/high-touch investigative case management system.

We're on a mission to help the world make clear and informed hiring decisions

In order to achieve our team, exhibit the behaviors and core values aligned with this mission

• People Focused:
  We are client focused and results-driven.
• Growth Minded:
  We believe in collaborative learning and industry best practices to deliver excellence.
• Fact Finders:
  We are passionate investigators for discovery and truth.
• Community Partnerships:
  We believe there is no greater power for transformation than delivering on what a communities and employees care about.

As a small agile company, we seek high performers who relish in the idea that their effort will directly impact our customers and help shape the next evolution of background investigations.

The Client Success Account Manager is responsible for managing assigned client relationships, supporting retention, strengthening account engagement, and identifying opportunities for account growth.

This role serves as a trusted partner to clients throughout the account lifecycle, from onboarding and activation through ongoing account management, renewals, retention, and expansion. The Client Success Account Manager works closely with Operations, Product, Business Development, Marketing, and other internal teams to ensure client needs are understood, communicated, and addressed effectively.

The role requires strong relationship management, organization, commercial awareness, and the ability to balance client service, operational follow-through, account growth, and cross-functional coordination.

• Serve as the primary relationship owner and point of contact for assigned client accounts.
• Build and maintain strong, long-term relationships with client contacts, executives, stakeholders, and decision-makers.
• Develop a clear understanding of each client's business needs, service expectations, contract requirements, usage patterns, and organizational priorities.
• Manage the client lifecycle from onboarding and activation through ongoing account management, renewal, retention, and expansion.
• Develop and maintain account plans for assigned clients.
• Coordinate client onboarding and implementation activities to support timely and successful launches.
• Partner with internal teams to ensure onboarding requirements, account configuration, training, timelines, and deliverables are completed appropriately.
• Ensure new client users receive appropriate training and understand available services, workflows, and support resources.
• Monitor account health, client satisfaction, service utilization, communication patterns, and potential retention risks.
• Maintain regular and proactive communication with assigned accounts.
• Identify client concerns, service risks, or dissatisfaction early and coordinate appropriate resolution.
  
  Own major account escalations and coordinate cross-functional response until resolution.
• Communicate clearly with clients regarding issues, next steps, expectations, and resolution status.
• Identify appropriate upsell, cross-sell, renewal, and account-expansion opportunities based on client needs and usage.
• Develop account-growth strategies that support increased adoption and long-term client value.
• Refer or coordinate commercial opportunities with Business Development or leadership when appropriate.
• Support contract renewal activities and help identify risks that could affect retention.
• Analyze account activity, service trends, usage, and client feedback to identify opportunities for improvement.
• Maintain accurate client records, account notes, follow-up items, risks, opportunities, and activity within the designated CRM.
• Develop and maintain clear documentation of client commitments, outstanding issues, decisions, and next steps.
• Partner with Operations to address service-delivery concerns and ensure client requirements are understood.
• Partner with Product to communicate recurring client needs, product feedback, adoption barriers, and enhancement opportunities.
• Partner with Marketing and Business Development on appropriate client communications, case studies, testimonials,…