Client Success Manager



Customer Service
Atlanta, GA, USA · Remote
Posted on Wednesday, February 7, 2024

About Oversight

Oversight is the world’s leading provider of AI-based spend management and risk mitigation solutions for large enterprises. Based in Atlanta, GA, Oversight works with many of the world’s most innovative companies and government agencies to digitally transform their spend audit and financial control processes. Learn More.

About this role

The Client Success Manager (CSM) owns client relationships and is responsible for retention, adoption, achieving client goals, and optimization of overall client processes. This is a proactive role that requires an understanding of our clients’ organization, processes, & needs to derive the most value from Oversight. This position is responsible for facilitating the client journey, renewal lifecycle, and ongoing alignment with client outcomes. The CSM also serves to highlight client trends within Oversight, liaising with Implementation, Delivery, Product, Finance & Support, as applicable.

Key Responsibilities:

  1. Client Success Strategy:
    • Manage and maintain proactive relationships with clients across your Book of Business.
    • Appropriately prioritize required activities & recalibrate as needed.
    • Achieve gross & net retention goals.
    • Serve as liaison between client and relevant stakeholders: Internal, external & partner.
  2. Strategic Account & Relationship Management
    • Proactively identify & mitigate risk while maximizing client ROI/value realization.
    • Solidify ongoing success by shepherding through the Client Journey.
    • Capture client’s strategic-level goals and provide necessary results required for value realization.
    • Appropriately communicate and maintain accurate records & understanding of account status, client data and overall health.
    • Identify and validate expansion opportunities to support organizational growth objectives.
    • Uncover, establish, and maintain relationship with true Decision Maker & Program Owner
    • Effectively build and maintain relationships with all three Oversight client personas (Decision maker, Team Leader & End User).
    • Proactively manage renewals, contracts, and follow-through on associated activities.
  3. Client Engagement and Advocacy
    • Effectively articulate value-forward product solutions to achieve business objectives.
    • Effectively lead client meetings, present data & highlight value to facilitate progress, both virtually & in-person.
    • Serve as client advocate & trusted advisor, providing guidance, best practice coaching and creative thought leadership.
    • Provide training & relevant resources by leading webinars, Client Success Office Hours, and shared ownership of Success Inbox.
    • Create improvement initiatives, including client-facing deliverables & work products, training materials, value-reporting, and other necessary documentation.
    • Uphold standard business practices, including effective written and verbal communication, as well as professional meeting etiquette (ex/ pre-meeting preparation, agenda, follow up communication, etc.).
  4. Oversight Product Knowledge
    • Expert application of Product knowledge & ability to articulate of Oversight Product, modules & feature-functionality.
    • Maintain up to date knowledge of Product functionality & upcoming releases to increase Product adoption.
    • Convey client needs and product enhancement ideas to Product Team.
  5. Data Analysis and Reporting
    • Cross-reference usage reports, heath metrics, and system data to proactively discern risk and actionable next steps.
    • Leverage comparative analysis to identify gaps, focus areas or opportunities.
  6. Risk and Escalation Resolution
    • Effectively assess individual or collective risk factors and enact necessary escalation protocol.
    • Actively communicate with immediate leadership & carryout recommended next steps.
    • Proactively strategize & develop creative, adaptive solutions to overcome obstacles & mitigate churn risk.
    • Swiftly take action to reach comprehensive resolution.
  7. Department Navigation & Collaboration
    • Collaborate and maintain a positive relationship with all Oversight Departments.
    • Effectively communicate to achieve progress with Sales, Client Services, Product Management, Technical Development/Engineering, Marketing, Finance, and ELT teams to ensure a unified and positive client experience.
    • Represent the voice of the client and advocate for their needs within the organization.
    • Independently adhere to departmental protocol & processes.
    • Assist with mentoring & training team members.

Role-specific Expectations:

  • Successfully facilitate client through the Tier 2 Client Journey, inclusive of outlined milestones.
    1. Ownership of Strategic alignment and presentation of Client Success Plan
    2. Identify & deliver quick value amidst implementation phase.
    3. Revisit and realign with client leadership regularly.
  • Adoption
    1. Consult & advise on Best Practice guidance to ensure value realization.
      • Year 1: Monthly meetings, Midyear health check/reporting, Own & Lead 1+ dedicated Configuration Refinement session per year, Business Review & subsequent alignment for Y2.
      • Year 2: Quarterly meetings, Business Review & subsequent alignment, Own & Lead 1+ dedicated Configuration Refinement session.
  • Shared participation of scaled Success operations
    1. Participation in shared ownership of success inbox during time designated
    2. Ownership of assigned sessions of Success Office Hours as associated activities
    3. Lead assigned Success, Release/Roadmap Webinars, Client Events & related activities

Qualifications and Skills

  • 2-3+ yrs. Experience in SaaS Client Success role (exclusive of Account Management experience), responsible for achieving net & gross retention goals.
  • Experience leading & executing Strategic-level client engagement and effectively driving successful outcomes.
  • Intermediate functional understanding of SLDC and systems management; conceptual understanding of connectivity of multiple systems and data workflows.
  • Familiarity with Microsoft Suite (Excel, Word, PowerPoint, Outlook, Teams) experience required.
  • Experience illustrating Clients’ ROI alongside progressive success journey required.
  • Proven ability to manage mid-level volume of clients and level of engagement with minimal oversight; effectively prioritize multiple, sometimes competing, workstreams with little to no guidance.
  • Thrive in application of previous learnings and feedback to emerging challenges.
  • Personal accountability & organization is essential.
  • Eager to apply structure and bring complex scenarios to resolution.
  • Excellent communication skills, written & verbal.
  • Willingness to ‘roll up the sleeves’ to review, analyze and assess data.
  • Approach with client empathy & execute with professional responsiveness.
  • Executive presence & presentation capabilities with ability to adapt to audience in real time.
  • Available and willing to travel up to 25% for client and company activities; track billable and non-billable time and expenses.
  • Candidate must be fully committed to conducting business with the utmost integrity and in full compliance with policies, procedures, and legal requirements.