Momentive Software is looking for a Client Success Manager to manage a portfolio of clients, ensuring their success through adoption, usage, and strategic partnership. You will be responsible for driving renewals, expansions, and achieving targeted KPIs while serving as the internal voice for your clients.
What You'll Do
- Proactively manage a portfolio of assigned clients through health checks measuring adoption, usage, and success.
- Handle the contract renewal process and expansion of both software and service.
- Achieve targeted KPIs including client renewals, platform usage, and positive NPS.
- Build strong relationships with assigned clients and act as their internal advocate.
- Manage client expectations through clear communication and anticipating roadblocks.
- Consistently log all client interactions and activities in Salesforce.
- Identify upsell and cross-sell opportunities to increase annually recurring revenue (ARR).
- Improve overall awareness of Momentive Software to promote brand and solutions.
- Serve as a subject matter expert within an assigned industry vertical.
- Provide clients with industry best practices and proactive strategies.
- Collect and utilize client data to drive adoption and monitor risk.
- Analyze and provide data and metrics on account statuses, trends, and client health.
- Report findings to management and internal teams.
- Manage pipeline moving swiftly to meet assigned quota.
- Capture and share client feedback cross-functionally.
- Submit items to the product and development team for consideration.
- Escalate unresolved client concerns to management.
- Share recommendations to improve processes with the client success team.
- Lead strategic initiatives with product and development teams for enterprise requirements.
What We're Looking For
- Bachelor's degree required or equivalent experience.
- 1-3 years of related experience required.
- Excellent analytical and problem-solving skills.
- Ability to work independently and handle multiple priorities and deadlines simultaneously.
- Strong presentation skills and ability to negotiate.
- Proficient in the Microsoft Office Suite.
- Demonstrated ability to learn and understand basic office software applications.
- Familiarity with CRM and performance tracking.
- Excellent verbal and written communication, organization, and follow-up skills.
- Excellent relationship-building skills and ability to work both individually and as a member of a team.
- Ability to work effectively within a fast-paced, deadline-driven environment.
- Proven track record building successful relationships and partnerships at all organizational levels.
- Strong client focus with exceptional collaboration skills and the ability to influence.
Nice to Have
- Salesforce experience is a plus.
- Experience with SaaS solutions.
- Association or non-profit sector experience.
- Client Success Platform experience.
Technical Stack
- Microsoft Office Suite
- CRM
- Salesforce
Benefits & Compensation
- Medical, Dental & Vision Benefits
- 401(k) Savings Plan with Company Match
- Flexible Planned Paid Time Off
- Generous Sick Leave
- Inclusive & Welcoming Environment
- Purpose-Driven Culture
- Work-Life Balance
- Commitment to Community Involvement
- Employer-Paid Parental Leave
- Employer-Paid Short-Term Disability
- Remote Work Flexibility
Work Mode
This is a global role with remote work flexibility.
Momentive Software actively embraces diversity and equal opportunity in a meaningful way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be, which is why we do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.
