Position SummaryWe are seeking a highly disciplined Client Success Manager to serve as a senior-level individual contributor and the primary post-sale driver for long-term partnership value. You will act as a trusted advisor to C-suite stakeholders, focusing on client lifecycle management, renewal retention, and ensuring measurable business value realization across our technology solutions.
Key Responsibilities & Deliverables- Retention & Renewals: Consistently meet or exceed targets for contract renewals while proactively managing the renewal pipeline to mitigate retention risks.
- Revenue Expansion: Identify and qualify up-sell and cross-sell opportunities to expand Annual Recurring Revenue (ARR) in collaboration with the sales team.
- Client Engagement & ROI: Host Quarterly Business Reviews (QBRs) and executive briefings to showcase achieved ROI and align solutions with client strategic objectives.
- Operational Excellence: Maintain meticulous HubSpot CRM hygiene, including renewal dates, health scores, and opportunity tracking to ensure accurate forecasting.
- Strategic Advocacy: Act as a technical sponsor for represented technologies, educating clients on new capabilities to maximize solution adoption and expansion.
- Relationship Management: Cultivate trust-based connections with key decision-makers and empower internal champions to drive long-term client satisfaction.justifications and financial presentations for C-level executives (CIO, CTO, CFO).
Ideal Experience and Qualifications- Proven Success: 7+ years of experience in Client Success or Account Management, with a consistent track record of exceeding retention and expansion targets.
- Enterprise Expertise: Demonstrable experience managing complex client relationships and renewal cycles for large enterprise accounts.
- Industry Knowledge: Solid understanding of the Brokerage and Technology Advisory ecosystem, including CCaaS/CX, IT Infrastructure, and Cloud Solutions.
- CRM Proficiency: Deep practical experience using HubSpot or similar systems for pipeline management and data-driven decision-making.
- Ecosystem Background: Preference for candidates who have worked for a TSD or Broker/Tech Advisor and have experience managing a large book of business.
