{"id":1029036,"url":"https://alion.io/job/tmasystems-client-success-manager","title":"Client Success Manager","company":{"id":42308,"name":"Tmasystems","domain":"tmasystems.com","url":"https://alion.io/company/tmasystems","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"ADP","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":true}],"status":"live","first_seen_at":"2026-09-17T21:10:00Z","employer_posted_date":"2026-09-17","last_verified_at":"2026-10-24T17:24:32Z","board_verified":true,"closed_at":null,"days_open":36,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":36},"description":"The Company:\nTMA Systems (TMA) is a technology company located in Tulsa, Oklahoma. For more than 30 years, TMA has been transforming organizations by providing facility professionals with the most technologically advanced Maintenance Management solutions available.\nUtilizing WebTMA, TMA’s flagship solution, organizations can manage their strategic assets throughout their entire lifecycle. Our comprehensive web-based solutions are tailored to a variety of industries that have a desire to effectively streamline maintenance operations. TMA is setting new standards for organizations to account for, maintain, and extend the useful life of their physical assets. In a budget conscious world, TMA provides a solution that will maximize return-on-investment (ROI).\nWe are a global organization with over 1,500 clients that has developed industry-leading solutions based on what our clients need to be successful. How do we achieve this? We solicit our clients and take the time to understand how our products are used in their business; coupled with a culture that produces world-class people with a client-service mindset. At TMA we realize that success is only possible with team members that share our passion for excellence.\nWhy work at TMA Systems?\nCompetitive compensation plan.\n401(K) Contribution.\nEmployer paid benefits: health, dental and vision.\nProfessional development plans.\nCareer progression/internal mobility opportunities.\nInclusive work environment.\nVolunteering opportunities.\nCompany/team building events.\nThis role allows employee to have a hybrid remote working option (work from home and work from office options).\nSUMMARY\nWe are seeking an experienced and proactive Client Success Manager to own strategic post-implementation relationships for Facil-IT clients. This individual will serve as a trusted advisor, helping clients increase adoption, realize measurable value, achieve business goals, and maintain a strong long-term partnership with Facil-IT.\nAs the first dedicated Customer Success Manager for Facil-IT, this role will also build the foundational processes, tools, templates, and operating standards needed to establish and scale the Customer Success function. This is an individual contributor role and does not include direct people management.\nESSENTIAL DUTIES AND RESPONSIBILITIES\nOwn the post-implementation relationship for an assigned portfolio of clients and serve as the primary strategic point of contact after go-live.\nBuild trusted relationships with client executives and key stakeholders, connecting Facil-IT capabilities to business goals, adoption, and measurable value.\nCreate and maintain customer success plans that document goals, success measures, risks, priorities, and agreed actions.\nLead Quarterly Business Reviews (QBRs) and regular strategic check-ins focused on value realization, account health, risks, priorities, and next steps.\nMonitor engagement, adoption, support themes, and stakeholder changes to identify risk early and coordinate proactive action.\nOwn customer risk and escalation coordination for assigned accounts, ensuring clear internal ownership, timely follow-up, consistent communication, and documented resolution plans.\nCoordinate cross-functional resources across Implementation, Business Analysis, Technical Support, Product, Engineering, Account Management, and Leadership to address client priorities and protect the relationship.\nProactively communicate business-impacting changes, service expectations, release information, and other updates that may affect the customer experience.\nIdentify opportunities for training, workflow improvement, broader product adoption, advocacy, and expansion, then partner with the appropriate internal team for execution.\nBuild and document the initial Facil-IT Customer Success operating model, including engagement standards, customer segmentation, health indicators, reporting, handoffs, templates, and playbooks that can scale as the team grows.\nMaintain complete client records in approved CRM and Customer Success platforms and represent the voice of the customer by sharing recurring needs, risks, trends, and feedback internally.\nEDUCATION AND EXPERIENCE\nBachelor’s degree or equivalent combination of education and relevant professional experience.\nMinimum of 3 years of related experience in Customer Success, strategic account management, client services, SaaS, or a comparable client-facing role.\nDemonstrated experience managing client relationships and working with executive stakeholders.\nExperience creating or improving Customer Success processes, playbooks, templates, reporting, or operating standards is strongly preferred.\nKNOWLEDGE, SKILLS AND ABILITIES\nAbility to develop trusted advisor relationships and connect software capabilities to client business goals and measurable outcomes.\nStrong executive communication, presentation, facilitation, and relationship-managementskills.\nExcellent written and verbal English communication skills, with the ability to simplify complex topics for different audiences.\nAbility to lead through influence, coordinate cross-functional teams, and advocate effectively for the client without direct authority.\nStrong judgment, ownership, organization, prioritization, and follow-through across multiple client accounts.\nAbility to identify risk early, manage difficult conversations, reset expectations, and maintain professionalism during escalations.\nAnalytical mindset with the ability to interpret account signals, recognize patterns, and translate insights into practical action plans.\nComfort working in a growing environment, creating structurewhere processes are still developing, and balancing strategic planning with hands-on execution.\nCommitment to professionalism, confidence, integrity, accountability, customer focus, and continuous improvement.\nWorking knowledge of client service principles, including needs assessment, service quality, value realization, and evaluation of client satisfaction.\nPREFERRED QUALIFICATIONS\nExperience in facilities management, maintenance operations, or a relatedindustry.\nFamiliarity with CMMS or EAM software and the operational use cases these platforms support.\nExperience with CRM and Customer Success platforms such as Salesforce or Gainsight.\nExperience developing and leading Quarterly Business Reviews (QBRs), customer health models, success plans, risk programs, and executive-level reporting.\nExperience helping establish a new Customer Success function or scale an early-stage Customer Success program.\nSUCCESS IN THIS ROLE\nClients have clear post-go-live ownership and a consistent strategic engagement experience.\nCustomer goals, value, adoption, health, risks, and next steps are documented and actively managed.\nRisks and recurring concerns are identified earlier, with clear owners, action plans, and customer communication.\nQuarterly Business Reviews (QBRs), success planning, post-go-live handoffs, and account reporting operate through repeatable standards.\nCustomer Success and Account Management maintain clear, collaborative ownership of strategic and commercial activities.\nFacil-IT has a documented and scalable Customer Success foundation that can support future team growth and broader customer programs.","description_format":"text","description_chars":7261,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":["Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Facilities 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