Client Success Manager

The Client Relationship Manager ensures that supported clients remain satisfied and engaged with their ExecOnline services. This position understands the nature of their clients’ objectives and reasons for contracting with ExecOnline and plans and executes strategies to support clients with achieving and expanding their objectives. The Client Relationship Manager acts as the primary ExecOnline point of contact for day-to-day client interactions.

In this role you will:

• Manage the main client point of contact relationships for 25 to 40 enterprise accounts and ensure sustained levels of client satisfaction and overall participant engagement
• Review and summarize product roadmap highlights for client points of contact and align new feature releases to clients’ objectives and platform utilization strategies
• Partner with the Account Management team to review the overall health of client relationships and support Account Managers with renewal and expansion planning
• Collaborate with cross-functional partners, including Account Management, Product Operations, and Research teams to achieve annual recurring revenue (ARR) across the assigned book of business
• Assess client engagement levels and renewal probability for revenue forecasting exercises
• Evaluate and summarize feedback from client points of contact and support Client Success leadership with preparing client overview presentations
• Escalate and facilitate resolution of sensitive and/or high priority client questions and concerns

What positions you for success:

• At least three (3) years of related work experience
• Knowledge of Salesforce client relationship management (CRM) software
• Familiarity with software as a service (SaaS) industry concepts and practices
• Strong verbal and written communication skills
• Strong data interpretation and storytelling skills
• Ability to form and sustain interpersonal relationships with clients and cross-functional partners
• Ability to understand and diagnose clients pain points and recommend creative and effective solutions

At ExecOnline, we are committed to fair, equitable, and competitive compensation practices. The base salary range for this role is $75,000-$100,000. This range spans across roles at the Associate Director, Director and Senior Director levels. During the interview process, total compensation will be determined in alignment with market data, team equity, and the experience & capabilities of each candidate. Sales roles, like this role, will also be eligible for a performance-based incentive plan.