Customer Success Manager

Job Summary:

The Customer Success Manager (CSM) at Inform Data is a critical member of our Client Success team, responsible for driving consistent client value realization through disciplined execution, proactive partnership, and data-informed engagement. This role owns the day-to-day client relationship, ensuring adoption aligns with defined business outcomes and that risks and growth signals are identified early.

The CSM operates as the central coordinator of client context, translating usage data into actionable guidance, maintaining strong internal alignment, and enabling Account Executives (AEs) to execute on expansion opportunities.

Success in this role is defined by consistent execution, strong client and internal partnership, early risk identification, and high-quality internal coordination, rather than reactive support or relationship management alone.

Job Responsibilities:

Client Value & Adoption Execution Execute success plans aligned to documented client outcomes and business goals

Track, analyze, and explain usage trends and adoption metrics on a regular cadence

Translate data (volume, TAT, quality, etc.) into actionable client recommendations

Adjust engagement strategy based on client maturity and adoption progress

Guide clients toward consistent value realization through structured, insight-led conversations

Day-to-Day Client Partnership Own the ongoing client relationship, including communication cadence and meeting structure

Lead recurring client meetings with forward-looking, outcome-oriented agendas

Act as the primary point of contact for client usage, adoption, and workflow guidance

Maintain consistent documentation of goals, feedback, risks, and next steps

Ensure continuity and clarity during client changes (e.g., staffing, ownership shifts)
Risk Awareness & Escalation Identify early warning signs across usage trends, engagement patterns, and client sentiment

Maintain visibility into open issues and unresolved concerns

Escalate risks with clear context, supporting data, and recommended mitigation steps

Partner with AEs and internal teams to proactively address risks before renewal impact

Monitor and communicate account health consistently

Expansion Signal Identification Identify upsell signals based on usage trends and client conversations

Assess and articulate client readiness indicators (operational, stakeholder, and timing)
Coordinate structured CSQL handoffs to AEs with clear context and supporting insights

Support early-stage opportunity conversations by providing adoption and value context

Maintain alignment with AEs on account growth opportunities

Internal Coordination & Documentation Act as the central source of truth for client context, including goals, usage, risks, and history

Coordinate internal stakeholders for client meetings, QBRs, and initiatives

Maintain accurate and up-to-date documentation across systems (Hub Spot, Account Plans, Teams Channels)
Communicate client updates, risks, and wins clearly across internal teams

Ensure continuity and alignment across Customer Success, Sales, Product, and Operations Cross-Functional Collaboration Partner with AEs on account health, renewal readiness, and expansion signals

Work with Customer Experience Partners (CEPs) to ensure issue resolution and feedback loops

Align with internal teams to coordinate proactive client engagement and mitigation strategies

Support Q  preparation through data gathering, insight development, and internal alignment

Please note that this job description is meant to give a basic understanding of the position and does not cover every part of the job duties and requirements. Inform Data reserves the right to change or assign other duties to this position at any time.

Skills Required:

Customer Obsession:
Deep commitment to understanding and delivering on client goals.

Analytical Insight:
Ability to interpret data to guide client strategy and uncover value.

Collaboration & Influence:
Builds internal alignment across teams to drive client outcomes.

Proactive Problem-Solving:
Anticipates challenges and mitigates risks before they impact client success.

Operational Rigor and Process Accountability:
Maintains meticulous documentation, follows established workflows, and ensures all client interactions and internal updates (e.g., CRM records, Success Plans, usage logs) are timely and accurate.

Effective Communication:
Able to effectively communicate across mediums (e.g., calls, presentations, emails, etc) and audiences (e.g., day-to-day contacts, executives, etc)
KPIs:

Gross and Net Revenue RetentionCSATEducation & Experience Requirements:5+ years of experience in Customer Success, Account Management, or similar client-facing roles

Experience in SaaS, data services, or usage-driven products preferred

Strong ability to interpret and communicate data-driven insights to clients

Proven ability to manage multiple accounts with structured execution and prioritization

Experience working cross-functionally with Sales, Product, and Operations teams

Proficiency with…