Customer Success Manager, Partnerships
Job Description
About The Role
The Customer Success Manager, Partnerships plays a critical role in ensuring the long-term satisfaction and growth of our key partnership accounts. This role is responsible for driving successful client outcomes through proactive engagement, strategic enablement, and tailored support. As a trusted partner and advocate, the CSM works to enhance client retention and growth, serving as the escalation point for at-risk accounts and a liaison between clients, internal teams, and the Partnerships department. The ideal candidate excels at building trust-based client relationships, solving challenges, and executing retention management strategies to maintain a high level of client satisfaction.
This role impacts our business by fostering loyalty, engagement, and value for our clients, ensuring they achieve their desired outcomes with our products and services. The Customer Success Manager, Partnerships also supports continuous improvement in our client processes, contributing insights to help the team exceed its service and retention goals.
What You’ll Do
Client Success and Retention
- Drive a gross retention rate of 90% for partner client accounts through regular engagement, satisfaction assessment, and strategic support.
- Identify at-risk clients and implement targeted retention strategies to address concerns and mitigate churn risks.
- Conduct regular check-ins and business reviews to ensure clients are satisfied and progressing toward their objectives.
Client Growth and Enablement
- Achieve a net retention rate of 110% by identifying upselling and cross-selling opportunities based on the client’s evolving needs and usage patterns.
- Collaborate with the Partnerships team to execute upsell and cross-sell initiatives and support team members in identifying service gaps.
- Train Client Service Associates and Compliance Analysts to enhance their engagement with clients, contributing to total compliance.
Conflict Resolution
- Successfully de-escalate 95% of Tier 1 and 2 partner client escalations, providing empathetic, timely, and effective solutions.
- Partner with the Partnerships Manager and Accounts Team Lead to resolve escalated concerns and determine when adjustments in process or service expansion may be appropriate.
Client Satisfaction and Responsiveness
- Maintain a CSAT score of 90% or higher by connecting clients to resources, addressing needs efficiently, and providing timely follow-up.
- Respond to client communications within one business day, ensuring clarity in all responses, and following up proactively on open tickets.
Internal Collaboration
- Act as the voice of the client within the organization, collaborating cross-functionally to ensure alignment on client objectives and delivering feedback to improve client experiences.
- Coordinate efforts with various departments to deliver a seamless client experience and advocate for adjustments to meet client needs as appropriate.
Qualifications
- Experience: Minimum of 5 years in a client-facing role, such as Client Success Manager, Account Manager, or a similar position in a B2B environment.
- Skills: Proven track record in achieving KPI targets, conflict resolution, and client relationship building. Exceptional verbal and written communication skills.
- Technical Proficiency: Strong computer literacy with CRM systems, email, word processing, video conferencing, and software navigation. Experience with teaching or demonstrating software adoption is a plus.
- Preferred Background: Prior experience in a fast-growing environment and familiarity with client success metrics (e.g., retention, upsell) and industry-specific solutions like entity, licensing, or records management.
- Customer Focus: Ability to establish and maintain strong client relationships, ensuring high visibility and accessibility to clients.