{"id":1726572,"url":"https://alion.io/job/dow-jones-client-success-manager","title":"Client Success Manager","company":{"id":58531,"name":"Dow Jones","domain":"dowjones.com","url":"https://alion.io/company/dow-jones","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":75,"open_postings":22,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":26,"computed_at":"2026-10-15T05:46:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New York, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":88000,"max_usd":190000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":687},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-10-02T22:15:00Z","employer_posted_date":"2026-10-02","last_verified_at":"2026-10-15T05:08:08Z","board_verified":true,"closed_at":null,"days_open":13,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":13},"description":"Job Description:\nAbout the Role:\nWe are seeking a Client Success Manager to own the post-sale client journey for assigned new business accounts- from signed deal through launch, activation, early adoption, and handoff into ongoing account management. This role serves as the primary relationship owner and cross-functional coordinator during the early post-sale phase, working closely with Sales, Regional Sales Coordinators, Operations, Adoption, Engagement, Customer Care, and Account Management.\nThe goal is a seamless transition from signed account to active, engaged client- reducing friction, accelerating time to value, surfacing risk early, and bringing in the right specialist resources at the right time.\nThe Client Success Manager is the primary post-sale relationship owner and \"quarterback\" across the early client lifecycle, accountable for client readiness, launch coordination, onboarding progress, standard-account adoption execution, early engagement, and risk management. The role doesn't personally own every specialist workstream, but ensures each one happens successfully.\nThis is not a quota-carrying role. Success is measured by how effectively clients launch, activate, adopt key products and workflows, engage early, and transition cleanly into ongoing account management.\nYou Will:\nOwn the post-sale relationship and launch orchestration\nServe as the primary point of contact from signed deal through onboarding and early adoption.\nLead the handoff from Sales, ensuring client goals, use cases, stakeholders, and launch priorities are clearly understood and documented.\nBuild 60-90 day onboarding milestones and success plans so clients know what success looks like and can achieve early wins.\nMaintain proactive, coordinated communication with clients and internal stakeholders to keep launches on track.\nCoordinate account setup with Regional Sales Coordinators and Operations\nPartner with RSCs on order processing, account setup/changes, billing, CRM updates, and related handoffs.\nPartner with Operations and Fulfillment on provisioning, entitlements, technical readiness, SLA readiness, and launch execution.\nOwn coordination and follow-through, while RSCs and Operations retain responsibility for their own administrative execution.\nDrive onboarding and adoption for standard accounts\nExecute onboarding using established playbooks, milestones, and training guidance from the Adoption function.\nEnsure clients understand activation steps and build early usage habits.\nLoop in the Adoption Specialist for top-tier, high-risk, or complex accounts.\nPartner with the Adoption Specialist on strategy and high-touch accounts\nWork within playbooks and frameworks defined by the Adoption Specialist.\nCoordinate specialist involvement for strategic accounts, complex launches, low-activation accounts, or accounts needing deeper admin enablement.\nApply Adoption function learnings and best practices across the client base.\nPartner with Engagement and Lifecycle teams to deepen usage\nWork with Engagement Strategy & Performance and Customer Lifecycle Marketing to ensure clients get the right communications, campaigns, and enablement programs.\nUse engagement reporting and health signals to prioritize interventions.\nConnect clients to the right in-life programs as they move from onboarding into sustained engagement.\nMonitor account health and manage risk\nTrack usage, activation milestones, and health signals to catch stalled onboarding, weak adoption, or early churn risk.\nEscalate early and coordinate support across Adoption, Engagement, Customer Care, Operations, and Account Management.\nEnsure critical issues stay owned and teams stay aligned on actions and timing.\nAct as the voice of the client internally\nShare feedback, adoption insights, and emerging needs with Product, Marketing, Sales, Customer Care, and Client Success leadership.\nPartner with the Enterprise Customer Care & Voice of Customer Lead on escalations and service themes.\nSupport a clean handoff into ongoing account management\nEnsure a clear transition from early post-sale ownership into the ongoing account management motion once onboarding and early adoption are complete.\nShare account context, progress, risks, and adoption status with Account Managers so momentum carries through on high-value accounts.\nSuccess Measures\nMeasured on adoption, engagement, readiness, and handoff outcomes rather than direct revenue. KPIs may include:\nAccount launch readiness and setup completion rate\nTime to onboarding completion and time to first value\nActivation and seat activation rate\nAdoption of priority products, workflows, and features\nUsage frequency, engagement depth, and health score movement\nParticipation in training, webinars, and lifecycle programs\nEarly identification and escalation of churn risk or stalled onboarding\nQuality of handoff into ongoing account management\nCross-Functional Partnerships\nSales Account Executives - post-sale handoff and continuity from signed deal into launch\nRegional Sales Coordinators - order processing, account setup/changes, billing coordination\nOperations and Fulfillment - provisioning, entitlements, technical readiness, launch execution\nAdoption Specialists - onboarding strategy, playbooks, training, high-touch support\nEngagement Strategy & Performance / Customer Lifecycle Marketing - health monitoring, engagement plays, in-life programs\nEnterprise Customer Care & Voice of Customer - escalations, white-glove service, feedback loops\nAccount Managers - transition planning and ongoing relationship continuity\nYou Have:\n5 years of experience in client success, onboarding, implementation, account coordination, or related post-sale roles in B2B, SaaS, media, or subscription environments\nStrong cross-functional project management skills, able to coordinate multiple stakeholders through launch, onboarding, and adoption milestones\nExcellent client communication, relationship-building, and stakeholder management skills\nComfort using data and health indicators to monitor trends and flag risk early\nA proactive, organized, solutions-oriented approach to client coordination\nA client-first mindset focused on driving value through usage, adoption, and engagement - not transactional account support\nOur Benefits\nRobust medical, vision, and dental insurance\nGenerous paid personal time and vacation\nSavings and retirement planning options\nExtensive health coverage for individuals and families\nTuition assistance and educational development support\nPaid leave for new parents\nResources for family and dependent care\nCommuting/public transit support\nPreferred pricing on corporate subscriptions\nEmployee referral incentives\nEqual Opportunity Employer\nAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status or any other protected characteristic under applicable law. EEO/Disabled/Vets\nReasonable Accommodation\nWe are committed to providing reasonable accommodation for qualified individuals with disabilities in our job application and/or interview process. If you need assistance or accommodation in completing your application or participating in an interview due to a disability, email us at . Please put \"Reasonable Accommodation\" in the subject line and provide a brief description of the type of assistance you need. This inbox will not be monitored for application status updates.\nPlease refer to the privacy notice at the bottom of this page for submitting any data access, deletion, or other data subject rights requests, where permitted under your local laws and regulations.\nBusiness Area:\nDow Jones - Risk\nJob Category:\nSales\nUnion Status:\nNon-Union roleBase Pay Range: -\nWe’re committed to offering competitive and flexible compensation to attract top talent. This pay range reflects our good faith estimate for the role and may vary based on a candidate’s experience, skills, location, and other relevant factors.\nFor bonus-eligible roles, targets are determined based on multiple considerations, including market benchmarks and individual contributions.\nFor benefits-eligible roles, we offer a comprehensive and competitive benefits package covering health, retirement, wellbeing, and more, along with optional benefits to meet the diverse needs of our employees.","description_format":"text","description_chars":8387,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Dental insurance","Retirement plans"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Data & Analytics","Publishing","Digital Media"],"lifecycle":[{"event":"open","at":"2026-10-02T22:15:00Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 6","filings_12m":6,"filings_prev_12m":4,"green_card_filings_12m":0,"median_offered_wage_usd":102500,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":{"score":55,"band":"ok","label":"Likely open","p_open":1,"p_active":0.611,"p_room":0.9,"age_days":12,"expected_fill_days":26,"reasons":["conf:0","stale_co","velocity","win:mid","comp:brand"],"computed_at":"2026-10-15T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/dow-jones-client-success-manager","json_url":"https://alion.io/job/dow-jones-client-success-manager.json","meta":{"generated_at":"2026-10-16T00:41:44Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1301,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-17T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":58531},"rest":"https://alion.io/mcp/rest/get_company?id=58531"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fdow-jones-client-success-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fdow-jones-client-success-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fdow-jones-client-success-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/dow-jones-client-success-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fdow-jones-client-success-manager"}]}