Client Success Manager

Client Success Manager

Richardson Sales Performance is the global leader in sales training and performance improvement. We drive accelerated growth by bringing clarity and simplicity to the areas that matter most. From ensuring sales managers are executing the right activities to equipping sales teams to drive a buyer-aligned sales process with exceptional skills and strategies. We guide sales organisations through a digitally enabled performance journey that excites, engages, and reveals impact.

We engage clients and find ways to turn potential into progress; we create solutions to unlock what is possible – managers who know exactly how to drive growth from their teams, clients who see the difference in how their sales teams show up, and a clear path to out performance. We provide a modern performance improvement solution with collaborative customisation, that drives process change, enhances selling skills, and provides comprehensive curricula to equip sales professionals with all they need to get ahead and stay ahead.

We stay at the forefront of business trends that are driving significant change across all industries, and we provide thought leadership and market guidance in response. Our goal is to consistently exceed client expectations and bring them the full value of our exceptional solutions to drive their business forward.

Our company is growing and evolving, and now is an exciting time to join our team.

That's where you come in…

The Client Success Manager is an experienced, client-facing role responsible for leading Client engagements focused on sales performance improvement, measuring outcomes of the training, while driving value realisation, retention, renewals, and expansion across a portfolio of accounts. The Client Success Manager will work with Richardson's Sales Performance clients and third-party resources to help clients successfully implement and deploy sales performance improvement solutions, which typically include the following:

• Identifying the Client's strategic business goals, and leading indicators of performance improvement (sales talent knowledge, behaviour, and pipeline)
• Supporting the Client in obtaining measurable and sustainable benefits from their investment in Richardson
• Ensuring adoption and utilisation of Richardson's solutions
• Working as part of an Account Management team where the CSM partners with the sales lead to develop, expand, and renew Client relationships

• Demonstrates insight into, and understands the needs of, clients in service of growing client demand and increasing retention.
• Collaborates with client stakeholders to develop Strategic Account and communication plans for enhancing sales performance that align with the client's overall business objectives.
• Contributes to the overall success of the client's sales leadership as well as Sales, Revenue, Enablement, and HR/Learning and Development leaders.
• Manages strategic client partnerships, with accountability for retention, client outcomes, and expansion of recurring revenue.
• Applies strong communication, stakeholder management, and executive influence skills.
• Partners with clients to build and manage multi-year development/curriculum plans aligned with overall goals.
• Works closely with cross-functional teams, including sales, product, and support, to coordinate client activities and resolve any issues or concerns.
• Drives programme management activities for launch and deployment of services.
• Analyses ROI and KPIs to evaluate the success of solutions, while highlighting integration points for CRM and Talent Management.
• Conducts regular business reviews with clients, analysing usage data and identifying opportunities for improvement or growth.
• Interprets data and insights to inform client recommendations and demonstrate impact.
• Prepares and evaluates data from participant assessments, surveys, reinforcement tools, Learning Management Systems, etc. to identify areas for learning reinforcement.
• Creates and maintains client success plans, tracking progress and ensuring client satisfaction.
• Partners with sales on renewals for existing clients seeking to continue services.
• Identifies and escalates cross-sell and upsell opportunities to sales.
• Monitors, reports, and escalates client feedback, issues, and opportunities as needed.
• Advocates for client needs within the company, gathering client feedback and sharing insights to drive product development and innovation.
• Keeps up to date with industry trends and best practices, sharing…