Client Success Manager

Who we are:

Illumia is an industry leader in bringing the best integrated technology solutions to education, healthcare, and business campuses worldwide. Illumia was built on the collective expertise of two legacy cultures, and brings together people, technology, and insight to pioneer the art of the experience across the communities we serve. Be a part of this exciting organization and improving the lives of people doing mission‑critical work.

Why join our team?

We strive to provide the best customer experience in the industry and have succeeded with a single, strong motivating principle:
We serve our user community.

Our success and growth are directly attributed to our people. Our newly named company is dedicated to fostering a culture of integrity, respect, and continuous personal development. We maintain an entrepreneurial spirit, where creativity, innovative problem‑solving, and learning agility drive our day‑to‑day actions.

What you will be doing:

As a Client Success Manager (CSM), you'll be a trusted partner to our clients, helping them adopt Illumia solutions, stay up to date, and plan ahead so they get the most value from our products. Partnering closely with the Account Executive (AE) and Account Manager (AM), you'll proactively manage account renewals, foster client growth, and ensure every client feels supported and set up for success.

The Client Success Manager is a trusted, client‑facing subject matter expert who owns the health, retention, and growth of an assigned territory of higher education and campus accounts. Working in close partnership with the Account Executive (AE) and Account Manager (AM), the CSM drives the full renewal lifecycle, manages transactional sales activity, safeguards data accuracy across systems, and promotes product adoption - ensuring clients realize ongoing value from Illumia's payment and campus technology solutions while supporting territory revenue growth.

Who you will work with:

This role partners closely with Account Executives (AEs) and Account Managers (AMs) on joint account strategy, coordinates with Support on upgrades and client migrations, and works with D365 CRM data and sales operations teams to maintain account accuracy. The CSM also engages regularly with the RVP and sales leadership on pipeline reviews, territory planning, and quarterly business reviews (QBRs), and works directly with client stakeholders at assigned higher education and campus accounts.

This is an individual contributor role with no direct reports.

• Act as a trusted subject matter expert (SME), advising clients on solution architecture and product roadmap alignment based on their operational environment and strategic goals.
• Partner with Account Executives (AEs) and Account Managers (AMs) to execute joint account strategies and lead client onboarding, ensuring proper account setup in D365 CRM, the AHA! Ideas Portal, and support portals.
• Own the full renewal lifecycle for assigned accounts, delivering timely and accurate quotes and invoicing, developing and negotiating multi‑year agreements, and reporting renewal pipeline status weekly in D365 CRM in collaboration with AEs.
• Facilitate scope/solution calls and generate and manage short‑cycle quotes for software, hardware, and service add‑ons aligned with territory goals; approve sales orders by validating pricing accuracy, shipping details, and contractual alignment.
• Provide real‑time updates on shipping and order status, and resolve credit or return authorizations with minimal delay.
• Maintain complete and accurate client profiles, contact details, and product information in D365 CRM; reconcile data across internal systems and manage account transitions and client loss processes.
• Drive upgrade campaign execution, promote product utilization through training recommendations and upsell/cross‑sell discussions, and support clients in planning for end‑of‑life equipment replacement.
• Contribute to AE‑led pipeline reviews, QBRs, and regional planning sessions, and coordinate client participation in product webinars, regional user groups, and success programs to strengthen loyalty and uncover…