Client Success Manager

Client Success Manager

The Client Success Manager (CSM) is responsible for managing the day-to-day operational experience of clients using production services. The CSM serves as the primary point of coordination for support requests, incidents, service issues, and operational communications. The role works closely with clients, Account Managers, and internal teams to ensure production issues are properly triaged, communicated, escalated, and resolved. The CSM focuses on supporting clients after services are in production and ensuring operational issues are addressed effectively.

• Serve as a primary point of contact for production support issues and operational inquiries.
• Manage intake, triage, prioritization, and routing of client requests.
• Monitor support queues and ensure requests are progressing appropriately.
• Maintain ownership of client communications regarding issue status, timelines, and resolution progress.
• Coordinate internal resources to facilitate timely issue resolution.

• Coordinate response and communication during service interruptions and critical incidents.
• Lead operational escalation processes and ensure appropriate internal visibility.
• Provide clear, timely updates to clients throughout the resolution process.
• Identify recurring issues and opportunities for operational improvement.

• Maintain ticket quality, documentation, and workflow standards.
• Monitor service levels, response times, and resolution metrics.
• Ensure support requests are appropriately categorized, assigned, and tracked.
• Support reporting and analysis related to service performance and customer experience.

• Build trusted working relationships with client stakeholders.
• Advocate for client needs while balancing organizational priorities.
• Ensure clients feel informed, supported, and confident throughout issue resolution.
• Partner with Account Managers to provide a seamless client experience.

Montgomery, Alabama

0-5%

• 2-5 years of experience in client services, customer support, account coordination, service delivery, or related roles.
• Strong organizational and prioritization skills.
• Excellent written and verbal communication abilities.
• Experience managing multiple issues simultaneously in a fast‑paced environment.
• Strong problem‑solving and escalation management skills.

• Experience working with ticketing systems such as Jira, Zendesk, or similar platforms.
• Experience supporting SaaS, technology, or service‑based organizations.
• Familiarity with incident management and customer support best practices.

• Client satisfaction with support interactions.
• SLA compliance and responsiveness.
• Escalation management effectiveness.
• Ticket quality and governance.
• Resolution communication quality.
• Internal and external stakeholder satisfaction.

Our health and well‑being are important. We invest in our team members by offering competitive benefits to support their health and financial wellness.

Tyler Technologies is proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, creed, gender, marital status, sexual orientation, citizenship status, color, religion, national origin, age, disability, protected veteran status, or any other status protected under local, state, or federal laws. If you require reasonable accommodation for any part of the application or hiring process due to a disability, please submit your request by emailing  or by calling  ext.

791008.