Posh Technologies

Customer Success Manager

• Serve as the primary client contact post-implementation, ensuring seamless onboarding and ongoing success.
• Educate clients on new features, best practices, and AI-driven efficiencies, driving engagement.
• Identify underutilized features and guide clients toward maximizing value.
• Organize training sessions, product deep dives, and enablement efforts to ensure adoption.
• Communicate Posh’s AI roadmap, helping clients align with future innovations.
• Guide clients through AI adoption phases, ensuring a structured and measurable approach.
• Identify and mitigate competitive threats, reinforcing Posh’s differentiation.
• Track market trends and competitor positioning, ensuring proactive client discussions.
• Monitor client health, engagement, and renewal readiness to prevent churn.
• Address risks and competitive challenges before they impact client retention.
• Collaborate with internal teams to ensure a seamless renewal process and long-term satisfaction.
• Identify opportunities for additional AI adoption and client expansion.
• Partner with the Account Growth Manager to drive strategic expansion discussions.
• Engage additional client stakeholders to expand Posh’s influence.
• Serve as a trusted advisor, proactively addressing client concerns and escalating risks as needed.
• Advocate for client needs internally, sharing insights with Product, Marketing, and Sales teams.
• Maintain accurate client records in Salesforce, tracking engagement, risks, and opportunities.

Client Success Manager

• Lead, coach, and develop a team of Client Success Managers (CSMs)
• Establish and track operational KPIs aligned to retention, adoption, and execution standards
• Conduct regular 1:1s, performance reviews, and structured development planning
• Onboard and ramp new CSMs with defined enablement and performance benchmarks
• Elevate consultative skillsets, business acumen, and executive-ready communication
• Coach CSMs to build strong, multi-threaded relationships, including senior-level stakeholders
• Raise the strategic quality and business impact of EBRs/QBRs
• Ensure consistent execution of Client Success playbooks across all accounts
• Drive adherence to engagement cadence, success planning, and communication standards
• Enforce strong Salesforce hygiene and portfolio visibility, including: Client activity documentation, Health score accuracy, Risk identification, Expansion signal tracking
• Hold the team accountable for responsiveness, follow-through, and consistency
• Identify and implement scalable process improvements
• Operationalize advancement priorities defined by the SVP
• Develop clear rollout plans for new features, enhancements, and solutions
• Ensure CSM readiness through structured enablement
• Monitor and report on adoption metrics and execution progress
• Oversee portfolio health scoring accuracy and risk visibility
• Ensure proactive identification and management of churn signals
• Oversee onboarding of new solutions and product expansions
• Ensure onboarding frameworks demonstrate early wins and measurable ROI
• Manage a small portfolio of key accounts
• Serve as primary relationship owner for assigned accounts

Client Success Manager

Senior Client Success Manager