Client Success Manager

NYC - 1211 Ave of the Americas

Full time

We are seeking a Client Success Manager to own the post-sale client journey for assigned new business accounts- from signed deal through launch, activation, early adoption, and handoff into ongoing account management. This role serves as the primary relationship owner and cross-functional coordinator during the early post-sale phase, working closely with Sales, Regional Sales Coordinators, Operations, Adoption, Engagement, Customer Care, and Account Management.

The goal is a seamless transition from signed account to active, engaged client- reducing friction, accelerating time to value, surfacing risk early, and bringing in the right specialist resources at the right time.

The Client Success Manager is the primary post-sale relationship owner and "quarterback" across the early client lifecycle, accountable for client readiness, launch coordination, onboarding progress, standard-account adoption execution, early engagement, and risk management. The role doesn't personally own every specialist workstream, but ensures each one happens successfully.

This is not a quota-carrying role. Success is measured by how effectively clients launch, activate, adopt key products and workflows, engage early, and transition cleanly into ongoing account management.

• Serve as the primary point of contact from signed deal through onboarding and early adoption.
• Lead the handoff from Sales, ensuring client goals, use cases, stakeholders, and launch priorities are clearly understood and documented.
• Build 60–90 day onboarding milestones and success plans so clients know what success looks like and can achieve early wins.
• Maintain proactive, coordinated communication with clients and internal stakeholders to keep launches on track.

• Partner with RSCs on order processing, account setup/changes, billing, CRM updates, and related handoffs.
• Partner with Operations and Fulfillment on provisioning, entitlements, technical readiness, SLA readiness, and launch execution.
• Own coordination and follow-through, while RSCs and Operations retain responsibility for their own administrative execution.

• Execute onboarding using established playbooks, milestones, and training guidance from the Adoption function.
• Ensure clients understand activation steps and build early usage habits.
• Loop in the Adoption Specialist for top-tier, high-risk, or complex accounts.

• Work within playbooks and frameworks defined by the Adoption Specialist.
• Coordinate specialist involvement for strategic accounts, complex launches, low-activation accounts, or accounts needing deeper admin enablement.
• Apply Adoption function learnings and best practices across the client base.

• Work with Engagement Strategy & Performance and Customer Lifecycle Marketing to ensure clients get the right communications, campaigns, and enablement programs.
• Use engagement reporting and health signals to prioritize interventions.
• Connect clients to the right in-life programs as they move from onboarding into sustained engagement.

• Track usage, activation milestones, and health signals to catch stalled onboarding, weak adoption, or early churn risk.
• Escalate early and coordinate support across Adoption, Engagement, Customer Care, Operations, and Account Management.
• Ensure critical issues stay owned and teams stay aligned on actions and timing.

• Share feedback, adoption insights, and emerging needs with Product, Marketing, Sales, Customer Care, and Client Success leadership.
• Partner with the Enterprise Customer Care & Voice of Customer Lead on escalations and service themes.

• Ensure a clear transition from early post-sale ownership into the ongoing account management motion once onboarding and early adoption are complete.
• Share account context, progress, risks, and adoption status with Account Managers so momentum carries through on high-value accounts.

Measured on adoption, engagement, readiness, and handoff outcomes rather than direct revenue. KPIs may include:

• Account launch readiness and setup completion rate
• Time to…