Client Success Manager

First Orion is seeking a Client Success Manager (CSM) to support the ongoing success of assigned client accounts for First Orion Solutions. This role partners with internal teams and client stakeholders to help deliver contracted services, support client onboarding, monitor account activity, and communicate updates related to projects, issues, and product releases. The CSM works closely with the Client Engagement Team, Product Team, and other cross-functional partners to help ensure clients receive timely support and continue to achieve value from First Orion solutions.

The CSM should be able to build trust and rapport with clients by communicating clearly, following through on commitments, and approaching client needs with urgency and care. This role helps represent the client’s perspective within First Orion while balancing client priorities with internal processes and business needs. The CSM provides helpful guidance, shares relevant feedback, and collaborates with teammates to support positive outcomes for both the client and First Orion.

When client issues arise, the CSM helps communicate timely updates, coordinate with the appropriate internal teams, and provide visibility into resolution progress. The CSM should be proactive, organized, and comfortable supporting client conversations with clear information and a solution-focused mindset.

What you'll be doing:

Serve as a day-to-day point of contact for assigned clients

Support client onboarding and help deliver a positive client experience

Build productive relationships with client stakeholders and internal partners

Provide Customer Portal training and respond to client questions as needed

Monitor key client metrics, including subscriber KPIs, volume trends, and anomalies

Help ensure their clients are achieving value from First Orion solutions

Support quality delivery of contracted services and solutions

Gather and document requirements for account-related projects with guidance from senior team members

Track client-related deliverables, timelines, and status updates

Coordinate issue updates and resolution progress with internal teams and clients

Partner with the Product Team to understand release details and help communicate relevant updates to clients

Collaborate with the Client Engagement Team to identify client needs and potential opportunities

Work across First Orion teams to support client requests and account needs

Prepare materials for client status meetings and support meeting facilitation

Help ensure First Orion and clients remain aligned with contractual obligations

Prepare operational metrics and supporting materials for Business Reviews Communicate progress on initiatives to internal and external stakeholders

What you'll need:

Bachelor’s degree in Business Administration or a related field, or equivalent relevant experience1–3 years of experience in client success, account support, customer service, or a related client-facing roleA passion for client success and advocacy

Strong communication skills with the ability to share clear updates with clients and internal teams

Strong organizational skills and attention to detail

Ability to manage multiple priorities in a fast-paced environment

Comfort working with data, metrics, and client reporting

Technical aptitude and willingness to learn First Orion solutions

Bonus Points:

Experience in SaaS, telecom, mobile, or technology solutions

Marketing or digital campaign experience

Experience supporting client onboarding or implementation activities

Familiarity with client reporting, operational metrics, or business reviews

Product knowledge in mobile solutions

Company Benefits:

Balancing the work-life flow is key to health and happiness! That is why we offer one of the most competitive packages in our industry with open PTO, company paid holidays, Flex Fridays and flexible work arrangements. We strongly value the health and wellness of our teammates and through our state-of-the-art fitness center we’re helping our teammates reach their wellness goals while  on generous health and dental/vision options, retirement plans, learning and development programs, career path frameworks, tuition reimbursement, company…