Position Summary:As a Client Success Manager, you will own the end-to-end implementation lifecycle for enterprise clients from contract handoff through configuration, training, launch, and transition to long-term support.
This is a highly visible, client-facing role requiring strong project management leadership, exceptional communication skills, and the ability to manage complex, multi-stakeholder implementations. You will serve as the primary delivery owner, ensuring projects launch on time, within scope, and with a best-in-class customer experience.
You will regularly present and demonstrate the Anchor Operating System to both technical and non-technical audiences, manage project timelines and risks, and act as the strategic liaison between clients, sales, product, and support teams.
Duties and Responsibilities:Project & Implementation Leadership- Own and manage the full implementation lifecycle across multiple concurrent enterprise projects.
- Establish and track client progress through defined implementation milestones.
- Organize and lead all client implementation meetings, including formal kickoff sessions.
- Build and maintain detailed project plans, timelines, and deliverables.
- Provide weekly status reporting to clients and internal stakeholders, including risks, blockers, and launch readiness.
- Ensure schedule adherence and proactively manage scope, dependencies, and resource constraints.
- Travel Requirements: Travel will be 50% of time
Client Success & Stakeholder Management- Act as the primary point of contact for clients throughout onboarding and launch.
- Maintain a strong customer-centric mindset focused on long-term satisfaction and retention.
- Coordinate communication cadence with clients and ensure a smooth transition to Support post-launch.
- Serve as the liaison between Sales, Product, Engineering, and Support teams.
- Identify and resolve client issues, including root cause analysis and corrective action.
Product & Training Enablement- Configure client-specific system settings, templates, and workflows.
- Lead all client training sessions across departments and user roles.
- Provide on-site support during go-live and major launches.
- Demonstrate software capabilities to executive, operational, and technical audiences.
- Track KPIs and implementation metrics to continuously improve delivery processes.
- Identify upsell opportunities and introduce additional product features during onboarding.
Continuous Improvement & Internal Impact- Maintain deep working knowledge of the Anchor Operating System and new releases.
- Translate customer feedback into actionable internal product recommendations.
- Develop and maintain implementation documentation, reports, and dashboards.
- Contribute to refining internal implementation frameworks and best practices.
Requirements & Qualifications:Core Requirements- Bachelor's degree in Business, Information Systems, Project Management, or related field - or equivalent professional experience (PMP or similar certification preferred).
- 3+ years of experience in Project Management, Implementation Management, or Client Success roles. Demonstrated experience delivering complex SaaS or enterprise software
implementations.- Strong proficiency with project management tools and platforms such as JIRA, Confluence, Salesforce, or similar.
- Project Management Excellence
- Proven ability to manage multiple high-impact projects simultaneously.
- Strong experience working within formal project management frameworks.
- Exceptional organizational and prioritization skills.
- Track record of delivering projects on time, within scope, and with high customer satisfaction.
Communication & Leadership- Outstanding verbal, written, and presentation skills.
- Confident communicator with the ability to engage both executive and technical audiences.
- Strong facilitation skills for meetings, workshops, and training sessions.
- Ability to translate complex technical concepts into clear business outcomes.
Technical & Analytical Skills- Experience with SaaS platforms, POS systems, e-commerce, or web-based applications.
- Strong analytical and problem-solving skills.
- Ability to build reports and dashboards for executive-level insights.
- Comfortable working with system configurations and operational workflows.
Personal Attributes- Highly proactive, self-directed, and accountable.
- Comfortable operating in a fast-paced, high-growth environment.
- Strong attention to detail with a process-oriented mindset.
- Collaborative team player with the ability to lead independently.
- Adaptable to changing client needs and market conditions.
