Client Success Manager

The Client Success Manager (CSM) owns the post-sale client relationship, driving adoption, retention, and growth across an assigned book of accounts. The CSM owns the client journey from post-onboarding handoff forward and is accountable for client health, long-term contract continuity, and identifying growth potential within their accounts.

• Connect the client and internal teams as the account's primary internal advocate — resolving service delivery issues in ways that protect the long-term relationship, and relaying client feedback, pain points, and feature requests into product and service roadmaps.
• Maintain strong working knowledge of our service lines and Certus platforms to support adoption, retention, and growth.
• Build multi-threaded relationships across client roles, bringing in senior Client Success, Business Development, or company leadership for executive briefings and top-tier accounts; keep a current stakeholder map (decision-makers, champions, influencers, gatekeepers, detractors) to guide engagement and reduce single-point-of-failure risk.
• Lead client business reviews, roadmap discussions, and strategic account conversations; coordinate internal and client meetings; and communicate partnership updates to both audiences as the first point of contact for inquiries and concerns.
• Partner with the Onboarding Account Manager on new closed-won business within existing accounts, providing account context and relationship continuity through go-live.
• Keep account, contact, and support-plan data current in the CRM/CS platform so pipeline visibility, forecasting, and account continuity hold across the organization.
• Drive utilization across the client's organization so their teams are actively engaged and deriving measurable value, and introduce clients to services, features, or process improvements they have not yet adopted.
• Lead structured education and enablement touchpoints — training sessions, workflow walkthroughs — to reinforce adoption.
• Prepare recurring ROI reports by market and account, turning engagement data into value narratives, and reinforce contract value through ongoing value-proposition messaging and KPI, client health, and sentiment reporting.
• Lead or facilitate retention-save and renegotiation conversations, partnering with Business Development and Finance on contract reviews, amendments, and at-risk renewals.
• Scan accounts for expansion signals — new service lines, additional facilities or entities, unmet needs, client-stated priorities — qualify them, and hand Business Development vetted, well-contextualized leads.
• Support Business Development during sales cycles with relationship access, account intelligence, and continuity, collaborating rather than owning negotiation or closing.
• Develop client advocacy, securing references, testimonials, and case studies to support business development.
• Ensure the quality and timeliness of delivered Brundage services and the ongoing health of assigned accounts by monitoring performance, diagnosing issues, and coordinating response and escalation.
• Monitor usage and performance against contracted agreements to identify underutilized services and gaps in service delivery.
• Diagnose barriers to adoption — staffing gaps, workflow friction, technology constraints, budget limits, stakeholder turnover — and partner with internal teams and client stakeholders to clear them.
• Own account health across the assigned book, tracking leading risk indicators such as declining utilization, rising escalations, dissatisfaction, or stakeholder turnover, and driving structured resolution plans before risk becomes a retention threat.
• Travel to client sites for business reviews, strategic purposes, and other client success activities.
• Stays…