A Client Success Manager is a professional who plays a vital role in ensuring the satisfaction and success of clients within a company. They act as a bridge between the organization and its clients, focusing on building and maintaining strong relationships while ensuring that clients achieve their desired outcomes. In this blog post, we will describe the primary responsibilities and the most in-demand hard and soft skills for Client Success Managers.

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Main Responsibilities of a Client Success Manager

The following list describes the typical responsibilities of a Client Success Manager:

Act as

• Act as a trusted advisor, providing guidance and support to clients in utilizing the company's products or services.

• Act as the primary point of contact for client escalations and issue resolution.

Advocate

• Advocate client needs / issues cross-departmentally.

• Advocate for client needs and struggles by providing feedback to internal partners.

• Advocate for clients within the company, representing their interests and needs.

• Advocate for the customer within the organization.

• Advocate for your Customers when necessary.

Answer

• Answer client questions coming through via tickets and phone calls.

• Answer questions and being a resource ensuring full understanding of training and new features.

Apply

Apply troubleshooting / debugging skills to narrow down the problem as needed.

Assist in

• Assist in hardware purchases.

• Assist in new client launch activities.

• Assist in Quality Control – confirm signage conforms to work order specifications.

• Assist our clients through email, phone, online presentations, screen-share and in person meetings.

Build

• Build and own excellent client relationships.

• Build long-term relationships with high-level clients.

• Build meaningful relationships with our new and existing Partnerships.

• Build relationships and influence others to get things done and drive decision making.

• Build trusted partnerships.

Collaborate with

• Collaborate internally with key stakeholders, including marketing, sales, product and engineering.

• Collaborate with cross-functional teams to ensure seamless delivery of solutions and resolve any client issues.

• Collaborate with internal teams to ensure adoption and successful renewal.

• Collaborate with marketing teams to develop client success stories and testimonials.

• Collaborate with product development teams to provide client feedback for product enhancements.

• Collaborate with sales teams on account expansion opportunities.

Collect

Collect customer feedback to improve process and planning.

Communicate

• Communicate delivery timelines and set realistic expectations with the client.

• Communicate project requests and escalate any issues that may arise.

Conduct

• Conduct assessments to convert prospects into tribe members.

• Conduct client satisfaction surveys and gather feedback for continuous improvement.

• Conduct Quarterly Business Reviews that emphasize value realization and planning for future.

• Conduct regular business reviews with clients to assess their progress towards goals.

• Conduct regular check-ins with clients to understand their needs and address any concerns.

Coordinate

• Coordinate and manage customer training sessions or workshops.

• Coordinate efforts with all the adjacent departments.

• Coordinate internal resources and third parties / vendors for the flawless execution of projects.

• Coordinate onboarding of new clients to ensure launching of quality campaigns.

Create

• Create ad hoc reports upon request.

• Create and communicate the project risk strategy.

• Create and deliver client presentations, reports, and performance reviews.

• Create a studio culture that ensures tribe member engagement.

Develop

• Develop and implement strategies to onboard new clients effectively.

• Develop and maintain a comprehensive knowledge base for client-related information.

• Develop and maintain a deep understanding of the company's products or services.

• Develop and maintain an outstanding knowledge of LEAP software & it's companion products.

• Develop expertise in BluePlanner functionality across TPM, Analytics, and Optimization.

• Develop, maintain, and report on service level metrics.

• Develop new project management systems and SOPs to improve internal efficiency.

• Develop, QA, and deliver analysis.

• Develop tools, processes and best practices to ensure customers are satisfied and realizing value.

Document

• Document all CSM activities in project management and sales software.

• Document all the action items from SPR meetings and tracking them to closure.

Drive

• Drive advocacy through client specific and regional events and communications.

• Drive customer retention efforts by developing and executing customer success plans.

• Drive Customer Success Outcomes.

Earn

Earn trust and maintain confidence.

Ensure

• Ensure client contract renewals and handle negotiation processes.

• Ensure client has all tools to implement leadPops properly.

• Ensure clients understand technical reports, and the current state of their technology.

• Ensure problems are resolved to customer satisfaction as quickly as possible.

• Ensure that all relevant data is captured and updated weekly within our customer success platform.

• Ensure that client feedback is effectively communicated back to the product management team.

• Ensure that each client has documented a long-term vision for success.

• Ensure that each piece of work delivered meets the original desired objectives.

• Ensure the Right Networks Custom Cloud experience is stable and consistent for their firms.

Establish

• Establish and manage scope of work, and enforce as needed.

• Establish and monitor project plans.

• Establish clear retention goals and process milestones for the client to work toward.

• Establish deep, strategic relationships with your clients from on-boarding through renewal.

Execute

Execute quarterly business reviews with key clients to ensure continued alignment on goals.

Facilitate

Facilitate cross departmental efforts to address client issues and maximize client revenues.

Focus on

Focus on helping clients get the most out of OfficeSpace.

Follow

• Follow an account management process and record all activities in our CRM.

• Follow communication procedures, guidelines and policies.

Forecast

Forecast and track key account metrics.

Foster

Foster strong relationships with key stakeholders within client organizations.

Guide

Guide escalation process where necessary through the proper support channels.

Handle

• Handle customer complaints.

• Handle payroll questions.

Hand

Hand mixing cement and pouring small cement footings for permanent signs.

Harvest

Harvest existing dealer network for new prospect referrals and additional product opportunities.

Help

• Help bring all Client issues to the attention of Support / Product for quick resolution.

• Help identify technical issues and collaborate with the support team to ensure resolution.

• Help in the management & execution of targeted programs to generate new revenue.

• Help to maintain above-average industry average retention rates.

Identify

• Identify and assess renewal risks within the customer base, and build get-well plans.

• Identify and implement customer success metrics to measure and demonstrate value to clients.

• Identify and manage client issues and risks effectively and in line with process.

• Identify and mitigate any risks or challenges that may impact client success.

• Identify competitive threats and escalate as appropriate.

• Identify opportunities for clients to act as advocates (e.g. testimonials, case studies).

• Identify the need for, schedule & conduct onsite / remote visits & training sessions.

Implement

Implement action plans and playbooks that drive key metrics for the CSM.

Increase

Increase revenue by driving product usage and identifying upsell opportunities.

Keep

• Keep accurate records of client interactions and activities in the CRM system.

• Keep internal systems current by logging communications, updating fields and entering notes.

• Keep the Program Leads dashboard / CRM organized and up to date.

• Keep track of new client on-boarding processes and additional feature roll outs.

Lead

• Lead and drive efficiency by using the tools that help drive Project Management best practices.

• Lead client onboarding and training sessions for new team members.

• Lead communication with client accounts.

• Lead virtual and onsite engagements through the Professional Services program.

Maintain

• Maintain a cadence of communication and engagement to ensure delivery of ROI for our Customers.

• Maintain all relevant systems, such as JIRA, Confluence and Salesforce, with up to date information.

• Maintain a timely cadence of communication with customers about their adoption trends and sentiment.

• Maintain client base – zero controllable lost business.

• Maintain client records and information to a very high standard of information integrity.

• Maintain client records in salesforce.

• Maintain revenue by managing client retention and renewal.

Make

• Make customer renewals a non-event by driving a results-based engagement pattern.

• Make sure they are aware of the latest new features and news about OfficeSpace.

Manage

• Manage all aspects of the client renewal process pulling in resources to support as needed.

• Manage and prioritize a portfolio of clients effectively.

• Manage a team of 40+ teachers across the world.

• Manage calls and customer inquiries.

• Manage client communication and oversee progress for technical projects.

• Manage client expectations effectively throughout the life of their contract(s).

• Manage incoming calls and emails.

• Manage product growth, cross-sell / upsell opportunities, retention risks and account renewals.

• Manage production process, milestones, and timeline to ensure all teams are tracking with delivery.

Meet

• Meet or exceed assigned client satisfaction ratings.

• Meet personal / customer service team sales targets and call handling quotas.

• Meet with clients regularly to encourage usage and adoption of software.

Monitor

• Monitor and analyze client usage data to identify trends and patterns, offering insights for improvement.

• Monitor campaign performance and make strategic recommendations.

• Monitor customer health and build support plans accordingly.

• Monitor high-volume call loggers to see if they'd benefit from additional training.

• Monitor LUN and SQL space for clients on a daily basis.

• Monitor portfolio of respective accounts.

Notify

Notify supervisor of potential work overload or future scheduling issues.

Onboard

Onboard clients to set them up for success and handle all post-sale client communications.

Operate

Operate as the lead point of contact for any and all matters specific to your customers.

Organise

Organise regular training sessions for our Partnership's Sales and Customer Success teams.

Oversee

• Oversee all TEAM and ED-Safe accounts and closely manages client satisfaction and retention.

• Oversee all work related to assigned clients.

• Oversee and increase the adoption, engagement, and retention with your client platforms.

• Oversee invoicing and providing support to team, as needed.

• Oversee, plan, and produce inspiring visuals.

Oversight

Oversight Of Project Management And Administration.

Participate

• Participate in industry events and conferences to expand networks and gather market intelligence.

• Participate in special projects or other duties as assigned by manager.

Perform

Perform weekly performance analysis and provide recommendations.

Plan

Plan and deliver high-quality Quarterly Business Reviews with client executives.

Prepare

• Prepare and conduct proactive, client-specific strategy presentations.

• Prepare and present using best practice templates for business review meetings.

Produce

Produce digital content at industrial scale to maximise efficiencies.

Promote

Promote use of the full suite of LEAP products & drive adoption of LEAP's newest features.

Provide

• Provide actionable feedback to Services on service levels, capabilities (current and future).

• Provide appropriate solutions and alternatives within the time limits.

• Provide coaching and support to super users.

• Provide detailed technical specifications for developers to deliver customer requirements.

Reach

Reach with hands and arms.

Remain

Remain current on customer requirements, industry trends, market dynamics, and competitors.

Report

Report and escalate issues to the Executive Team as necessary.

Represent

• Represent the voice of the client internally across the client journey.

• Represent your clients within the internal business.

Respond to

Respond to client questions within 1 business day.

Review

• Review and coordinate proof changes with clients.

• Review customer complaints and concerns and seek to improve all aspects of the client experience.

• Review customer data to improve client experience.

Schedule

• Schedule and coordinate training for client program leads.

• Schedule and deliver "field training” sessions with our merchants and their staff.

• Schedule & conduct visits where other departments have identified a need.

Set

• Set and manage customer expectations appropriately.

• Set hard goals, ask lots of questions and learn every day.

Show

Show our clients that they are valued and appreciated.

Solve

Solve problems with limited information and / or resources.

Stay updated on

• Stay proactive in identifying opportunities for process improvements and implementing them.

• Stay updated on industry trends, best practices, and competitors to provide relevant insights to clients.

• Stay up to date on all things Twitch on Linkedin, Twitter and on our Blog.

Support

• Support clients in troubleshooting technical issues and liaising with the appropriate internal teams.

• Support company directors with calendar management and other administrative needs.

• Support our Client Success Manager (account manager) to reach each deliverable's timeline.

• Support the development of white paper content by other Sales related functions (e.g. Marketing).

• Support the team to develop culturally relevant and impactful campaigns that connect with consumers.

Take

• Take ownership of client-specific documentation.

• Take responsibility when you fall short.

Track

• Track application usage and recommend ways to increase adoption within clients' user bases.

• Track client issues to ensure satisfactory, timely resolution.

• Track record of expanding value / revenue of and hitting a quota deliverable.

Traffics

Traffics artwork and resolve ad scheduling issues to ensure ads publish correctly and on time.

Translate

Translate requirements into optimal configured solutions or align changes with our product roadmap.

Understand

• Understand competitor solutions the client is using and the client's current and developing needs.

• Understand goals of virtual care programs including wellness, and chronic care.

• Understand & keep informed of deadlines.

Use

• Use data to determine priorities for campus specific initiatives.

• Use industry, product and client knowledge to become the trusted partner and expert for clients.

• Use of multiple systems to manage accounts and technical issues.

• Use Salesforce to track each step of the launch process and generate weekly reports.

Verify

Verify accuracy of Internal IO and Client Insertion Order.

Work with

• Work closely with Areas Sales Manager to strategize on merchant account goals.

• Work directly with the Head of Global Client Success to organize on-site client visits.

• Work with clients collaboratively to maintain and grow value within an organisation.

• Work with clients to collect feedback on our solutions and services and share with relevant teams.

• Work with sales and advisory to drive upsell and cross-sell opportunities.

• Work with the client sponsors to track and drive adoption.

• Work with the Sales team to identify and / or develop up-sell opportunities.

Write

Write copy for ad campaigns.

Most In-demand Hard Skills

The following list describes the most required technical skills of a Client Success Manager:

1. Proficiency in CRM software for managing client interactions and data.

2. Strong knowledge of the company's products or services.

3. Data analysis and reporting skills to derive insights and measure client success.

4. Understanding of project management principles for effective coordination and execution.

5. Proficiency in using collaboration and communication tools.

6. Technical aptitude to troubleshoot client issues and liaise with technical teams.

7. Proficiency in customer success platforms and automation tools.

8. Knowledge of customer relationship management best practices.

9. Ability to create and deliver impactful client presentations and reports.

10. Proficiency in Microsoft Office or similar productivity software.

Most In-demand Soft Skills

The following list describes the most required soft skills of a Client Success Manager:

1. Excellent communication skills, both verbal and written.

2. Strong interpersonal skills to build and maintain relationships.

3. Empathy and the ability to understand and address client needs.

4. Active listening skills to comprehend client concerns and feedback.

5. Problem-solving and critical thinking abilities to identify and resolve issues.

6. Time management and organizational skills to effectively prioritize and manage multiple client accounts.

7. Adaptability and flexibility to thrive in a fast-paced and changing environment.

8. Collaboration and teamwork skills to work cross-functionally and engage with internal teams.

9. Relationship-building skills to establish trust and rapport with clients.

10. Customer-focused mindset, with a commitment to delivering exceptional service.

Conclusion

Client Success Managers play a crucial role in ensuring the satisfaction and success of clients. They are responsible for building and maintaining strong relationships, driving client retention and expansion, and serving as a trusted advisor. With a combination of technical expertise, strong communication skills, and a customer-centric mindset, Client Success Managers can help clients achieve their goals while driving business growth and profitability for their organizations.