Client Success Manager

The Client Success Manager (CSM) is responsible for driving the stickiness and adoption of solutions for existing and new customer accounts post sale.

This position covers various tasks such as program oversight to ensure successful deployments and maintenance, product presentations, solution adoption, growing referenceable accounts and renewals. The CSM will be the operational focal point once the client is in production.

Long-term growth and profitability depend upon building insight, constant feedback, and continuous improvement at every stage of the customer journey. To do this, the CSM must build trusted relationships through regular presence, performance, and communication.

This helps to drive customer adoption of Merge solutions, build continuous value for customers to achieve customer satisfaction and retention. A CSM does not replace the GTM Account Executive but rather augments.

It is vital for a CSM to not be seen as a seller – their focus must be on the customer’s experience to help build trust and value through operational success. However, the CSM has responsibility to help drive pipeline by timely identification of opportunities to achieve growth.

Essential Job Duties CSMs are an important part of the Client Success organization fundedby supportrevenueand are assigned to large and/orstrategic customersas afocal point to co-ordinate the many operational activities that they are engaged in with our company.

Thecoreoperationalresponsibilities include: Build and sustainoperational relationships with x-functional internal stakeholders advocating for customer commitments.

Ensure ongoing operational communication with customers to includefacilitatingmultiple client communications day to day and in most cases cadence that are weekly operational updates, and monthly or quarterly management reviews. Monitor andassistthecustomer with escalations.

Issues couldbe related to any type ofrequest orconcern related to product, support, invoicing, license reconciliation