Job Description:
About the Role:
We 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.
The 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.
The 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.
This 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.
You Will:
Own the post-sale relationship and launch orchestration
Serve as the primary point of contact from signed deal through onboarding and early adoption.
Lead the handoff from Sales, ensuring client goals, use cases, stakeholders, and launch priorities are clearly understood and documented.
Build 60–90 day onboarding milestones and success plans so clients know what success looks like and can achieve early wins.
Maintain proactive, coordinated communication with clients and internal stakeholders to keep launches on track.
Coordinate account setup with Regional Sales Coordinators and Operations
Partner with RSCs on order processing, account setup/changes, billing, CRM updates, and related handoffs.
Partner with Operations and Fulfillment on provisioning, entitlements, technical readiness, SLA readiness, and launch execution.
Own coordination and follow-through, while RSCs and Operations retain responsibility for their own administrative execution.
Drive onboarding and adoption for standard accounts
Execute onboarding using established playbooks, milestones, and training guidance from the Adoption function.
Ensure clients understand activation steps and build early usage habits.
Loop in the Adoption Specialist for top-tier, high-risk, or complex accounts.
Partner with the Adoption Specialist on strategy and high-touch accounts
Work within playbooks and frameworks defined by the Adoption Specialist.
Coordinate specialist involvement for strategic accounts, complex launches, low-activation accounts, or accounts needing deeper admin enablement.
Apply Adoption function learnings and best practices across the client base.
Partner with Engagement and Lifecycle teams to deepen usage
Work with Engagement Strategy & Performance and Customer Lifecycle Marketing to ensure clients get the right communications, campaigns, and enablement programs.
Use engagement reporting and health signals to prioritize interventions.
Connect clients to the right in-life programs as they move from onboarding into sustained engagement.
Monitor account health and manage risk
Track usage, activation milestones, and health signals to catch stalled onboarding, weak adoption, or early churn risk.
Escalate early and coordinate support across Adoption, Engagement, Customer Care, Operations, and Account Management.
Ensure critical issues stay owned and teams stay aligned on actions and timing.
Act as the voice of the client internally
Share feedback, adoption insights, and emerging needs with Product, Marketing, Sales, Customer Care, and Client Success leadership.
Partner with the Enterprise Customer Care & Voice of Customer Lead on escalations and service themes.
Support a clean…