Manager, Client Success

Job Description

Overall Functional Objective: Lead a team and execute the associated processes and enabling technologies to efficiently and effectively engage our clients on a proactive and regular basis with a focus on managing the relationship overall and producing client retention and expansion.

Key Responsibilities

Leadership and Team Management

• Team Building: Building and leading a team of high-performing Client Success Managers and Client Success Specialists.

• Talent Development: Identifying and nurturing talent within the team, providing mentorship and training to enhance skills and capabilities.

• Resource Allocation: Efficiently allocating resources across the assigned portfolio of clients ensuring all clients have a named Client Success Manager and that they receive the interactions as reflected in our client segmentation and engagement plan.

• Collaboration with Client Success Leaders: Ongoing collaboration with Client Success leaders to scope out process and approaches required to execute the Client Success Specialist role, as a sub function within their teams.

Client Relationship Management

• Client Health: Manage CSMs as they evaluate and gauge relationship health, providing a predictive view of clients that are at risk. NPS will be a primary tool with other methods ensuring efficiency and effectiveness.

• Client Engagement: Manage and support the team to engage with clients on a continuous basis as reflected in our client segmentation and engagement plan striving to uncover needs and ensure that the services delivered align with their objectives.

• Knowing our Clients: Manage and support the team to collect information about our clients that helps us better meet their needs and enabling us to maximize relationship expansion opportunities.

• Service Expansion: Coach and manage team members to seek to improve the effectiveness of CSM conversations with clients to uncover unmet needs. Manage targeted client expansion campaigns.

• Managing a Portfolio of Clients: The overall role of the Manager of Client Success is to manage a portfolio of accounts and an associated CSM team as well as guide the Client Success Specialists (CSS) in managing their tasks to enhance client experience. Periodically, the Manager of Client Success will be required to manage a small number of accounts based on their importance or status (e.g., at risk). As retention risk is increased, carefully transitioning the account back to a core team member.

Portfolio Planning and Management

• Relationship Management Planning: Collaborating with executive leadership, evaluate factors within the assigned portfolio affecting client relationships and provide findings of the key drivers and recommendations on how to improve overall outcomes (satisfaction, renewal rates, expansion, etc).

• Identify Enhanced Processes: Continuously review the current processes and determine required feedback loops to understand what is working and what is not working. Strive to enhance the current state processes and procedures to gain efficiency and/or enhance client experience.

• Renewal & Upsell Forecasting: As a revenue engine, Client Success carries assigned budget targets that require an accurate weekly forecast to executive leadership. Evaluate renewal probability across the portfolio on a rolling basis, tracking expected renewal rates against targets and surfacing at-risk ARR early enough to enable timely intervention.

Operational Excellence

• Process Management: Coach and manage CSMs and CSSs to efficiently and effectively execute standard work routines.

• Process Standardization: Coach and manage CSMs and CSSs to follow standard policies, processes, and procedures.

• Process Optimization: Identify opportunities to improve operational processes to improve CSM and CSS efficiency and effectiveness.

Quality Assurance

• Service Quality: Establishing and maintaining quality standards.

• Compliance: Ensuring that services comply with industry regulations and standards.

Communication and Collaboration

• Team Communication: Maintain consistent practice of team huddles, meetings, and individual conversations to ensure team members are aligned to organization objectives and are feeling engaged and motivated to perform their role. Also encourage/enforce the team collaboration with other team members based in other locals, i.e. US based teams.

• Internal Communication: Facilitating effective communication between cross-functional teams and inter-departmental teams, ensuring alignment of goals and strategies.

• Collaboration: Collaborating with sales, marketing, product development, and service delivery teams to ensure a unified approach to client engagement and service delivery.

Required Skills

To excel in the role individuals, need a diverse set of skills, including:

• Client Success Experience: Demonstrated experience within the Client Success industry with core understanding of the role and function.

• Leadership Skills: The ability to inspire and lead teams, fostering a culture of excellence and collaboration.

• Strategic Thinking: A forward-looking mindset to contribute to the development and execution of the company’s strategic goals.

• Client Relationship Management: Strong interpersonal skills to build and maintain client relationships.

• Negotiation Skills: Knowledge and experience working with Software, Professional Services and general consulting MSAs, Order forms, Service Level Agreements, SOWs, and other related contract documents.

• Operational Excellence: A keen eye for operational efficiency, process optimization, and risk management.

• Financial Acumen: The ability to manage proposals including pricing and client value expressions.

• Communication Skills: Clear and effective communication both internally and with clients is crucial.

• Problem-Solving: The ability to identify and solve complex problems in a dynamic business environment.

• Adaptability: The capacity to adapt to changing market conditions, client needs, and industry trends.

In conclusion, the role is multifaceted, requiring a blend of leadership and operational excellence. Success in this role is marked by the ability to build strong client relationships, develop and manage a high-performing team, and contributing to the overall growth and success of the organization. As the business landscape continues to evolve, the Manager of Client Success plays a crucial role in navigating change and ensuring that the organization remains competitive and resilient.

Job Requirements:

• 3+ years of Account Management, Client/Customer Success Management, or Client/Customer Experience Management experience required

• At least 2-3 years of team leadership or supervisory experience required.

• Bachelor's degree required or equivalent experience

• Deep knowledge of the managed sub-function and solid knowledge of the overall departmental function

• Must have excellent analytical and problem-solving skills

• Must have the ability to work independently and handle multiple priorities and deadlines simultaneously

• Monitoring KPIs to ensure retention and growth practices are executed, team outreach goal are met, and general client health is managed

• Sales function experience specifically, opportunity and pipeline management as well as forecasting experience required

Technical Skills:

• Proficient in Office 365 suite

• Experience with customer success tool usage

• Data analysis and reporting capabilities for customer health and team performance

• CRM proficiency with ability to optimize workflows and reporting

People Skills:

• Team leadership with ability to build and develop high-performing customer success teams

• Change management skills for process improvement and standardization

• Individual contributor coaching and performance management

• Internal stakeholder management and cross-functional collaboration

• Customer relationship management and executive-level client interaction required

Strategic Business Skills:

• Low touch client portfolio management experience a plus

• Process optimization and operational efficiency improvement

• Retention and expansion program execution

• Team performance metrics and KPI development

Additional Desired Skills:

• Salesforce experience is a plus

• SaaS solutions

• Association/non-profit sector experience

• Client Success Platform experience

• Presentation and communication skills for client and internal audiences

Success Metrics:

• Team portfolio retention rate and expansion revenue achievement

• Team performance against collective KPIs (retention, NPS, expansion)

• Team member development and advancement

• Client satisfaction scores across the managed portfolio

• Process improvement initiatives and adoption rates

• Forecast accuracy for renewal and expansion bookings against committed targets

About Us

Momentive Software amplifies the impact of over 20,000 purpose-driven organizations in over 30 countries, with over $11 billion raised and 55 million members served to date. Mission-driven nonprofits and associations rely on Momentive’s cloud-based software and services to address their most pressing challenges - from engaging their communities to simplifying operations and growing revenue. Designed to help organizations connect more, manage more, and ultimately expect more, Momentive's solutions are built with reliability at the core and strategically focus on fundraising, learning, events, careers, volunteering, accounting, and association management. Momentive partners with organizations that believe "good enough" is never enough - so they can bring on better outcomes for everyone they serve. Learn more at momentivesoftware.com.

Why Work Here?

At Momentive Software, we’re a team of passionate problem-solvers, innovators, and volunteers who believe in using technology to make a real difference. We dream big, support each other, and take pride in creating solutions that help our customers drive meaningful change. If you’re looking for a place where your work matters and your ideas are valued, you’ll find it here.

Medical, Dental & Optical Benefits including Dependents

Flexible Planned Paid Time Off and Sick Leave

Inclusive and Welcoming Environment

Purpose-Driven Culture

Work-Life Balance

Passionate About Community Involvement

Company-Paid Life Insurance Coverage

Hybrid Work Arrangement

Hazard Pay

Momentive Software actively embraces diversity and equal opportunity in a meaningful way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be, which is why we do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

All persons hired will be required to verify identity, minimum age of 18, eligibility to work in the Philippines (without sponsorship), and to complete the required employment eligibility verification form upon hire.