Manager, Client Success

POS360•Westlake Village, CA

6d•$105,000 - $130,000•Onsite

About The Position

We are looking for a proactive and strategic Manager, Client Success to drive value for our clients by ensuring successful product adoption, maximizing engagement, and fostering long-term relationships. This role focuses on client enablement (activation), product adoption, retention, and growth, ensuring our clients achieve their business objectives while expanding revenue opportunities.

Requirements

5+ years in Client Success, Account Management, or related roles; 3+ years in a leadership/manager role preferred.
Proven success driving product adoption and revenue growth within a SaaS or technology environment.
Strong ability to lead teams, manage performance, and build collaborative cross-functional relationships.
Excellent communication, strategic thinking, and problem-solving skills.
Experience with customer engagement tools, CRM platforms, and analytics dashboards.

Responsibilities

Lead Client Success Team:
Manage, mentor, and develop a team of Client Success professionals focused on enablement, adoption, retention, and growth.
Set clear goals, KPIs, and accountability for team performance.
Foster a high-performance culture centered on client value & proactive engagement
Strategy & Enablement:
Define and oversee client enablement programs to drive activation and accelerate time-to-value.
Equip the team with effective tools, playbooks, and process frameworks to deepen client engagement.
Ensure consistent and scalable best practices across the client journey.
Drive Product Adoption:
Lead initiatives that expand adoption of key product features across the client portfolio.
Use data-driven insights to refine client engagement strategies and identify adoption opportunities.
Partner with internal teams to develop materials that support product education and utilization.
Retention & Revenue Growth:
Oversee strategies to increase client retention, reduce churn
Identify expansion opportunities and guide the team in executing growth existing clients.
Monitor health scores, risk indicators, and customer feedback to prevent issues before they escalate.
Cross-Functional Collaboration:
Partner closely with Sales, Product, and Marketing teams to align client success programs with broader business objectives.
Serve as the voice of the customer, sharing trends, risks, and opportunities with senior leadership.
Participate in strategic planning sessions that impact product roadmap and client experience.
Performance Tracking & Reporting:
Track and report on team performance metrics and client success outcomes, and operational improvements
Continuously refine processes to enhance efficiency, client satisfaction, and team productivity
Implement industry’s best practices for customer success operations and reporting.