Client Success Manager
客户成功经理公司概述 水田科技帮助企业计划，部署和运行客户体验 (CX) 堆和操作作为一个系统。技术与人才结合共享 KPI 责任度，使客户的结果和经济共同改善。我们重视我们的员工多样性，他们的奉献精神和他们对客户满意度的承诺。我们鼓励彼此。我们理解努力的工作的重要性和健康平衡的重要性。我们都在同一页面...尽管我们可能从不同的角度来到达那里。总之，这是一个非常酷的地方，我们正在发展我们的全球工程师，销售专业人员和创造性的团队。职位总结：客户成功经理 (CSM) 在确保 Waterfield 公司客户从投资我们的解决方案中获得有意义，可衡量的结果方面发挥着核心作用。该角色负责推动客户的采用，价值意识和长期账户增长.CSM 作为客户利益相关者的主要日常接触点，并担任持续客户体验的后卫。这包括监督和协调支持活动，确保问题及时得到解决，并在需要的时候成为一个可靠的升级点。通过保持对每个客户的环境，目标和挑战的深刻理解，CSM 确保了客户需求与 Waterfield 的能力之间的协调。在与账户领导和交付团队合作下，CSM 推动主动参与，管理风险，并确定扩大 Waterfield 的影响力的机会。这一角色需要关系管理，运营纪律和战略思维的平衡，重点是提供结果而不是仅仅管理活动。这是一个高影响力的人喜欢建立关系，驱使结果，帮助客户通过技术成长。根据需要，这份职能需要进行旅行。关键责任 · 与关键客户利益相关者建立和维护强的信任关系 · 为分配客户提供主要日常联系和资源 ·监督并协调持续的支持和服务活动，确保及时执行和后续完成 ·作为客户问题升级点，推动解决方案 ·制定与客户目标和期望结果一致的客户成功计划和执行 ·推动 Waterfield 的采用
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Client Success Manager
Company Overview
Waterfield Tech helps companies plan, deploy, and run the Customer Experience (CX) stack and operation as one system – combining tech and talent with shared KPI accountability so customer outcomes and economics improve together.
We value our people—their diversity, their dedication, and their commitment to Client satisfaction. We encourage each other. We understand the value of hard work and the importance of a healthy balance. We’re all on the same page… even though we may get there from different perspectives. All in all, it’s a pretty cool place to be and we’re growing our global team of engineers, sales professionals, and creative souls.
Position Summary
The Client Success Manager (CSM) plays a central role in ensuring that Waterfield’s clients achieve meaningful, measurable outcomes from their investment in our solutions. This role is responsible for driving customer adoption, value realization, and long-term account growth.
The CSM serves as the primary day-to-day point of contact for client stakeholders and acts as the quarterback of the ongoing customer experience. This includes overseeing and coordinating support activities, ensuring issues are addressed in a timely manner, and serving as a trusted escalation point when needed.
By maintaining a deep understanding of each client’s environment, goals, and challenges, the CSM ensures alignment between client needs and Waterfield’s capabilities. In partnership with account leadership and delivery teams, the CSM drives proactive engagement, manages risk, and identifies opportunities to expand Waterfield’s impact within the account.
This role requires a balance of relationship management, operational discipline, and strategic thinking, with a strong focus on delivering outcomes—not just managing activity.
This is a high-impact role for someone who enjoys building relationships, driving outcomes, and helping clients grow through technology.
This role requires travel as needed.
Key Responsibilities
- Build and maintain strong, trusted relationships with key client stakeholders
- Serve as the primary day-to-day liaison and go-to resource for assigned clients
- Oversee and coordinate ongoing support and service activities, ensuring timely execution and follow-through
- Act as an escalation point for client issues, driving resolution
- Develop and execute client success plans aligned to customer goals and desired outcomes
- Drive adoption of Waterfield solutions by identifying gaps and recommending actions to increase value realization
- Monitor account health, including customer sentiment, usage trends, and operational performance, and proactively identify risks
- Ensure account team is informed of key developments, risks, and opportunities
- Identify opportunities to expand Waterfield’s footprint by uncovering unmet needs and areas for growth
- Support and contribute to business reviews (MBRs/QBRs), including insights, performance data, and recommendations
- Provide input into renewal planning by ensuring customers are realizing value and highlighting changes in the customer environment
- Coordinate across delivery, support, and partner teams to ensure a consistent and high-quality customer
Qualifications
- 3–7+ years in Customer Success, Account Management, or Consulting
- Strong communication and stakeholder management skills
- Ability to connect technical solutions to business value
- Experience managing multiple clients
- Preferred: CX, CCaaS, SaaS, or managed services
Physical Requirements
- Ability to sit for long periods of time.
- Normal or corrected vision and hearing to work with others in person and video conference.
Waterfield Tech is proud to be an equal opportunity employer.
Waterfield Tech believes that all persons are entitled to equal employment opportunity and does not discriminate against its Employees or applicants because of race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, citizenship status, disability, protected medical condition, military status, genetic information, or any other basis prohibited by applicable federal, state, or local law. This policy extends to all aspects of our employment practices including, but not limited to, recruiting, hiring, training, discipline, promotion, transfers, compensation, benefits, leaves of absence, termination, and all other terms and conditions of employment.
Originally posted on Himalayas