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Client Success Manager

March 25, 2025March 25, 2025

Client Success Manager

CompanyMRI Software
LocationSolon, OH, USA
Salary$Not Provided – $Not Provided
TypeFull-Time
Degrees
Experience LevelJunior, Mid Level

Requirements

  • Proficiency with CRM software (e.g., Salesforce) and other customer success tools is a plus.
  • Expertise in Microsoft Office Suite.
  • Basic understanding of SaaS solutions and sales.
  • 2+ years of relevant work experience in a customer-facing Customer Success or Account Management role.
  • 3-5 years of experience in customer service, account management, or a client-facing role (experience in SaaS sales or support preferred).
  • Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical clients.
  • Strong interpersonal skills with the ability to build and maintain positive client relationships.
  • Highly organized and detail-oriented, with the ability to manage multiple tasks and projects simultaneously.
  • Problem-solving skills, with the ability to handle challenging situations and resolve client issues effectively.
  • A customer-first attitude and a commitment to ensuring client satisfaction.
  • Adaptability to rapidly changing environments and customer requirements.
  • Strong analytical skills to evaluate, solve, and document customer issues for escalation.
  • Commitment to follow through and resolve problems diligently.
  • Strong sense of urgency and accountability.
  • Ability to work remotely while actively contributing to a global team.

Responsibilities

  • Build and foster strong relationships with North America and EMEA-based customers to minimize churn and drive expansion.
  • Develop a deep understanding of the customer’s business and technical objectives, collaborating with them to build a strategic joint success plan.
  • Develop and apply specialized knowledge of the OnLocation application to proactively support customers’ success plans.
  • Engage with customers at scheduled intervals based on our touchpoint framework.
  • Proactively analyze customer product usage data and take necessary actions to mitigate risk, improve adoption, and reduce churn.
  • Regularly assess, plan, and document customer success journeys in Salesforce.
  • Collaborate across teams: Partner with the Channel team, Finance, Support, and Development to deliver seamless and impactful customer experiences.
  • Deliver value: Provide personalized recommendations, lead product demonstrations, paid training sessions, and host webinars to guide customers through their journey.
  • Showcase product expertise: Develop a deep understanding of OnLocation and its advanced features to help customers optimize their use of our tools.
  • Create scalable resources: Develop content like video tutorials, best-practice guides, and email campaigns to support customer success at scale.
  • Manage North America and EMEA lead passing to partners.
  • Support the Channel team by providing sales reports, ensuring necessary collateral is available, and tracking pipeline activity.
  • Work closely with the Finance team on customer renewals and price increases.
  • Resolve client issues promptly by working closely with internal teams, such as Support and Development.
  • Monitor client satisfaction through regular feedback collection and make recommendations for service improvements.
  • Help clients understand technical details and guide them through complex processes in simple, clear language.
  • Prepare and present reports on customer feedback and project outcomes to identify trends and areas for improvement.
  • Identify opportunities to enhance the customer experience and work on strategies for retention and growth.

Preferred Qualifications

  • Strong written, oral, and interpersonal communication skills with the ability to initiate and manage relationships over the phone, email, and via Teams presentations.
  • Excellent listening skills to fully understand customer needs and frustrations.
  • Ability to communicate complex technical topics clearly to users of varying technical expertise.
  • Strong problem-solving skills and the ability to handle challenging situations effectively.
  • Highly organized and detail-oriented, with the ability to manage multiple tasks and projects simultaneously.
  • Strong analytical skills to assess, track, and report on customer engagement and success metrics.
  • Commitment to follow through and ensure customer success.
  • A proactive and results-driven approach with a strong sense of accountability.
  • Ability to self-manage and maintain flexible working hours.
  • Ability to work remotely while actively contributing to a global team.


TaggedCustomer SuccessFinance & Operations & StrategyJuniorMid LevelMRI SoftwareSales & Account Management

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