Client Success Manager

Overview

We are seeking a driven Client Success Manager who thrives in dynamic, high-growth environments and is passionate about making risk management accessible to everyone and building lasting customer relationships. In this role, you will own a strategic book of business, guiding customers through every stage of their lifecycle—from onboarding and training to renewals and expansion. You will act as a trusted advisor, ensuring customers realize ongoing value from our platform and achieve their business outcomes.

This role offers a hybrid work model with regular in-office attendance required at our Lehi, UT location.

• Own the end-to-end customer journey for your portfolio, driving onboarding, training, success planning, and business reviews.
• Build deep relationships with customers, developing tailored success plans aligned to their goals and desired outcomes.
• Proactively identify opportunities for account growth and renewal, partnering with sales on expansion strategies and upsell motions.
• Deliver engaging, value-driven onboarding experiences that accelerate time-to-value and platform adoption.
• Act as the primary point of contact for day-to-day questions, technical issues, and support needs via email and ticketing systems.
• Monitor and respond to support requests promptly, escalating where needed and ensuring a smooth resolution process.
• Monitor customer health through product usage analytics, success metrics, and feedback loops; take action to address risks early.
• Conduct regular check-ins and executive business reviews to track progress and reinforce long-term value.
• Advocate internally for customer needs by collaborating with product, engineering, and support teams to improve the user experience.
• Contribute to the development of playbooks, resources, and scalable processes to enhance the client success function.
• Maintain accurate records of customer activity and pipeline in our CRM system (Hub Spot experience a plus).

• 3+ years of experience in Customer Success, Account Management, GRC, or a related client-facing role at a SaaS company—preferably with compliance-driven or technical solutions.
• Comfortable working with security and compliance teams and bridging the gap between technical and non-technical personas.
• Proven track record of managing renewals and driving account growth with high client satisfaction and retention.
• Excellent communication and relationship-building skills, with the ability to influence senior stakeholders and navigate complex organizations.
• Strong problem-solving and project management abilities; highly organized and responsive.
• Familiarity with success planning, onboarding frameworks, and customer lifecycle methodologies.
• Comfortable analyzing usage data and customer feedback to inform strategy and prioritize actions.
• Proven ability to troubleshoot and resolve technical issues and respond to inbound support requests in a timely, helpful manner.
• Self-starter who thrives in a fast-paced, evolving environment with a mindset of continuous improvement.
• Proficiency with support tools is a plus.
• Zendesk, Slack, JIRA, and CRM systems like Hub Spot
• Experience with compliance, cybersecurity, or GRC software is a big plus.
• Security tooling or risk programs

• Competitive salary and equity options.
• 100% company-paid health, dental, and vision coverage.
• Flexible work schedule and hybrid work options.
• Minimum of 10 mandatory PTO days + 10 paid company holidays.
• 100% paid parental leave.
• Professional development opportunities and ongoing learning initiatives.
• Vibrant company culture with a focus on innovation, collaboration, and growth.

Lehi, UT (hybrid in-office required)

Apply now and embark on a rewarding journey filled with opportunities for creativity, learning, and impact!