Customer Success Manager

As the primary client contact, you play a key role in ensuring program success and customer success. Internally within 360 this is known as a Program Manager. This role partners closely with clients and internal teams to manage operations, proactively meet SLAs, and deliver exceptional support. Through strong relationship building, clear communication, and the use of data and industry insights, you will help clients achieve high‑performing programs.

This role is well suited to someone with experience in Customer Success, Client Services, or Account Manager who enjoys balancing strategy with execution.

• Create and track operational client requests through to resolution
• technology requests with technical services/application support teams
• client support requests with VIP / client support teams.
• Include training and follow up on requests as needed
• Oversee program intake processes for new and existing clients.
• Deliver regular operational reporting (ad-hoc, automated, and dashboarding).
• Monitor program metrics and performance with analysis
• Handle marketing requests and provide VIP/client support.
• Support implementations, including training and follow-up.
• Manage risk and compliance tasks, ensuring all processes are followed.

• Participate in discussions regarding integrations, data feeds, APIs, and SFTP sites.
• Collaborate with internal teams to champion client programs and advocate for client enhancement requests.
• Facilitate regular meetings with internal teams and monthly meetings with Account Managers on potential growth opportunities.
• Support the Customer Care team with training and collaboration, maintaining a regular training cadence.
• Collaborate with sales for support and reporting on client needs.

• Develop and maintain regular touchpoints with clients to deliver key performance metrics and operational updates.
• Schedule and conduct program performance reviews quarterly or semi-annually as per client requirements.
• Maintain knowledge of current industry trends by collaborating with other internal teams and provide clients with industry best practices.
• Advise clients on how to best leverage the 360 technology.

• Develop, implement, and maintain internal and external training materials and user guides.
• Manage handoff documentation and maintain business requirement documentation and SOWs.
• Maintain internal client SharePoint folders and internal Confluence pages.

• Track lessons learned throughout programs and provide relevant reporting to stakeholders, including providing supporting data analysis for Executive Business Reviews
• Analyze and recommend changes based on lessons learned.
• Maintain weekly operational reporting dashboards focused on key health metrics.
• Monitor SLAs and review operational reports to proactively address client issues.
• Highlight program trends and areas for improvement, presenting findings to client stakeholders throughout the life of the program.

• Provide operational oversight for client escalations and necessary data.
• Collaborate with internal teams on operational data for escalations.
• Implement root cause analyses for major escalations, leading resolutions and communicating with stakeholders regularly.

• 3–5 years’ experience in Client Program Management, Customer Success, Account Management or Client Operations
• Strong client service skills and a professional, calm approach
• Confidence working with data, dashboards, and operational reporting
• Proven ability to manage multiple work streams and competing priorities
• Experience coordinating across teams without formal authority
• Strong written and verbal communication skills
• Comfortable handling…