Description
Client Success Manager
Position Summary
The Client Success Manager (CSM) is responsible for managing the day-to-day operational experience of clients using production services. This role serves as the primary point of coordination for support requests, incidents, service issues, and operational communications.
The CSM works closely with clients, Account Managers, and internal teams to ensure production issues are properly triaged, communicated, escalated, and resolved. The role is accountable for maintaining a high-quality client experience through proactive communication, strong coordination, and disciplined ticket management.
This position does not own implementations, project management, or account growth responsibilities. Instead, the CSM focuses on supporting clients after services are in production and ensuring operational issues are addressed effectively.
Key Responsibilities
Client Support & Service Management
Serve as a primary point of contact for production support issues and operational inquiries.
Manage intake, triage, prioritization, and routing of client requests.
Monitor support queues and ensure requests are progressing appropriately.
Maintain ownership of client communications regarding issue status, timelines, and resolution progress.
Coordinate internal resources to facilitate timely issue resolution.
Incident & Escalation Management
Coordinate response and communication during service interruptions and critical incidents.
Lead operational escalation processes and ensure appropriate internal visibility.
Provide clear, timely updates to clients throughout the resolution process.
Identify recurring issues and opportunities for operational improvement.
Ticket Governance & Operational Excellence
Maintain ticket quality, documentation, and workflow standards.
Monitor service levels, response times, and resolution metrics.
Ensure support requests are appropriately categorized, assigned, and tracked.
Support reporting and analysis related to service performance and customer experience.
Client Experience
Build trusted working relationships with client stakeholders.
Advocate for client needs while balancing organizational priorities.
Ensure clients feel informed, supported, and confident throughout issue resolution.
Partner with Account Managers to provide a seamless client experience.
Qualifications
Required
2-5 years of experience in client services, customer support, account coordination, service delivery, or related roles.
Strong organizational and prioritization skills.
Excellent written and verbal communication abilities.
Experience managing multiple issues simultaneously in a fast-paced environment.
Strong problem-solving and escalation management skills.
Preferred
Experience working with ticketing systems such as Jira, Zendesk, or similar platforms.
Experience supporting SaaS, technology, or service-based organizations.
Familiarity with incident management and customer support best practices.
Success Metrics
Client satisfaction with support interactions.
SLA compliance and responsiveness.
Escalation management effectiveness.
Ticket quality and governance.
Resolution communication quality.
Internal and external stakeholder satisfaction.