Customer Success Manager

• Serve as the primary relationship owner across a dynamic portfolio of client accounts.
• Build strong, trust-based relationships with client stakeholders through regular business reviews and solution-oriented discussions.
• Champion client needs internally, ensuring service consistency and satisfaction.
• Identify and escalate potential client risks or concerns to leadership with context and solutions.
• Maintain accurate client data in our CRM system to enable informed decision-making and personalized service.
• Collaborate with internal teams to address client issues promptly and transparently.
• Act as a liaison between clients and technical teams, ensuring timely communication and resolution of service-related matters.
• Capture and share detailed meeting notes and updates via SharePoint, tracking client health, feedback, and action items.
• Partner with teams across Implementation, Training, and Service Desk Operations to align on client goals and project milestones.
• Lead the creation and delivery of client-requested reports and analyses, using data trends to recommend enhancements.
• Coordinate cross-functional efforts to achieve deliverables and exceed client expectations.
• Identify opportunities to expand client service offerings and collaborate with Sales on strategic upselling.
• Promote internal knowledge-sharing through documentation, process mapping, and training.
• Work with clients to ensure accurate categorization within the ITSM platform and contribute firm-specific guidance to internal knowledge bases.
• Promote adoption of ServiceNow tools, such as the Self-Service Portal and Helpdesk features, to enhance user experience.
• Identify opportunities for automation, efficiency, and improved service through technology.
• Facilitate client demos of ITSM features to support client engagement and success.
• Share regular updates with leadership on client account health, opportunities, and trends.
• Distribute clear summaries from client and project meetings.
• Participate actively in team meetings to contribute insights and foster a collaborative environment.

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