客户成功经理 – 客户增长与参与
Customer Success Manager – Client Growth & Engagement
客户成功经理 – 客户增长与参与
部门：CX
汇报对象：交付与运营主管
雇佣类型：全职；W2
薪资范围：70,000 - 72,000 美元
职位概述
我们正在寻找一位积极主动、以关系为导向的客户成功经理（客户增长与参与）加入我们的交付团队。在此职位上，您将作为客户交付、客户参与和扩展机会之间的战略桥梁。您将负责在项目启动后持续保持客户参与度，跟踪关系健康状况，协调战略接触点，并识别额外服务和长期合作增长的机会。
与传统销售角色不同，该职位位于我们的交付组织内。您将与项目管理、客户体验、销售和领导团队紧密合作，确保客户在整个生命周期中保持参与、支持和一致。
您将负责的核心职责
客户关系管理
- 在整个合作生命周期中作为指定客户账户的主要联系人。
- 与客户利益相关者建立并维护良好的工作关系，包括运营、技术、合规和高管联系人。
- 监测客户参与度、沟通频率和整体账户健康状况。
- 深入了解客户的业务目标、挑战、时间表和不断变化的需求。
客户参与与增长协调
- 跟踪活跃账户中的客户活动、里程碑和参与趋势。
- 主动安排并协调战略客户会议、业务回顾（QBR）、路线图讨论和后续对话。
- 与销售、客户成功和交付团队合作，识别增长、续约和交叉销售机会。
- 推动与额外服务、框架扩展、续约和长期参与计划相关的咨询性对话。
- 确保所有识别到的机会在内部CRM流程中得到记录和正确传递。
运营协调
- 在内部系统（如HubSpot、Monday.com）中准确维护账户备注、利益相关者信息、会议记录和后续行动。
- 与项目经理、交付负责人、顾问和领导团队内部协调，确保对账户活动达成全面共识。
- 协助入职过渡、参与跟踪和升级协调
查看英文原文
Customer Success Manager – Client Growth & Engagement
Department: CX
Reports To: Head of Delivery and Operations
Employment Type: Full-time; W2
Salary Range: $70,000 - $72,000
Role Summary
We are seeking a proactive, relationship-driven Customer Success Manager (Client Growth & Engagement) to join our Delivery organization. In this role, you will serve as a strategic bridge between client delivery, client engagement, and expansion opportunities. You will be responsible for maintaining ongoing client engagement after project kickoff, tracking relationship health, coordinating strategic touchpoints, and identifying opportunities for additional services and long-term partnership growth.
Unlike a traditional sales role, this position sits within our delivery organization. You will work closely with Project Management, Client Experience, Sales, and Leadership to ensure clients remain engaged, supported, and aligned throughout their lifecycle.
What You Will Do (Core Responsibilities)
Client Relationship Management
- Serve as the primary relationship contact for assigned client accounts throughout the engagement lifecycle.
- Build and maintain strong working relationships with client stakeholders, including operational, technical, compliance, and executive contacts.
- Monitor client engagement, communication cadence, and overall account health.
- Maintain deep awareness of client goals, challenges, timelines, and evolving business needs.
Client Engagement & Expansion Coordination
- Track client activity, milestones, and engagement trends across active accounts.
- Proactively schedule and coordinate strategic client meetings, business reviews (QBRs), roadmap discussions, and follow-up conversations.
- Partner with Sales, Customer Success, and Delivery teams to identify expansion, renewal, and cross-sell opportunities.
- Facilitate consultative conversations related to additional services, framework expansion, renewals, and long-term engagement planning.
- Ensure all identified opportunities are documented and routed appropriately within internal CRM workflows.
Operational Coordination
- Maintain accurate account notes, stakeholder information, meeting records, and follow-up actions within internal systems (e.g., HubSpot, Monday.com).
- Coordinate internally with Project Managers, Delivery Leads, Consultants, and Leadership to ensure total alignment on account activity.
- Assist with onboarding transitions, engagement tracking, escalation coordination, and client follow-through.
Client Health & Retention Support
- Monitor key indicators of client satisfaction, engagement risks, communication gaps, and potential retention concerns.
- Coordinate internal follow-up efforts when client responsiveness or project momentum declines.
- Support client retention initiatives through proactive, empathetic communication.
What We Are Looking For (Requirements)
- Experience: Prior experience operating in a fast-paced professional services, SaaS, or cybersecurity/compliance consulting environment.
- Relationship Management: Comfortable managing executive-level client relationships and coordinating cross-functional communication.
- Commercial Curiosity: Experience supporting business growth conversations in a consultative, non-aggressive manner.
- Operational Excellence: High attention to detail with experience utilizing CRMs and project management tools (e.g., HubSpot, Monday.com, Salesforce).
- Communication: Exceptional proactive communication skills, high emotional intelligence (EQ), and active listening skills.
- Tech-Savvy: Comfortable utilizing AI and automation tools to enhance team performance and efficiency.
Key Performance Indicators (Success Metrics)
- Maintaining a 100% on-time completion rate for assigned client touchpoints and strategic reviews.
- Meeting client response SLAs for all incoming communications.
- Proactively identifying and surfacing qualified expansion and renewal opportunities.
- Ensuring account engagement coverage across 100% of assigned accounts.
Culture & Fit
This role is ideal for someone who thrives at the intersection of client-facing advocacy and operational execution. We value team members who view sales enablement as a form of client service, take extreme ownership of their processes, and approach collaboration with proactive initiative and humility.
Originally posted on Himalayas