Manages SaaS client relationships and drives adoption, engagement, and learning program success. Advises stakeholders, monitors client health metrics, identifies risks, leads launches and enablement, coordinates cross-functional resources, and supports growth opportunities. Uses customer data, CRM systems, reporting dashboards, and AI tools to develop recommendations, communications, executive summaries, and action plans.
Job Type: Full-Time
BizLibrary is seeking a Client Success Manager to join our award-winning organization. The Client Success Manager is responsible for building strategic partnerships with clients to continuously drive value and ensure the overall success of their clients’ learning and development programs and goals.
The ideal candidate has at least three years of client relationship management experience. Candidates must have excellent communication skills, strong project and time management skills, and a proven history of building impactful client relationships.
Location: Remote (U.S.)
Time Zone Requirement: Candidates must reside in the Eastern or Central Time Zone to ensure adequate overlap with team collaboration and customer-facing activities.
Time Zone Requirement: Candidates must reside in the Eastern or Central Time Zone to ensure adequate overlap with team collaboration and customer-facing activities.
Responsibilities
- Drive client adoption and program success, ensuring learning initiatives are effectively implemented, utilized, and aligned to business priorities
- Serve as an advisor to client stakeholders, helping translate business challenges into actionable learning strategies
- Build and maintain relationships with stakeholders to ensure alignment and ongoing engagement
- Monitor and influence key health indicators, including adoption, utilization, engagement, and stakeholder alignment
- Proactively identify risks to client success, including low adoption, disengagement, or organizational changes, and activate appropriate action plans and internal resources
- Lead program launch and ongoing enablement, partnering cross-functionally to deliver a strong client experience throughout the lifecycle
- Leverage data and insights to guide client strategy, helping clients understand performance and opportunities for improvement
- Identify signals for growth and expansion, and partner with Client Account Executives to support opportunity development and client readiness
- Act as the internal advocate for the client, ensuring alignment across teams while maintaining focus on delivering value within scope
Qualifications
- 3+ years of experience in customer success, consulting, or account management within a SaaS environment
- Demonstrated ability to drive adoption and customer engagement across a portfolio of clients
- Strong ability to build relationships and influence stakeholders, including program owners and leadership
- Ability to analyze customer data and translate insights into actionable recommendations, identifying trends, risks, and opportunities
- Proven ability to manage a book of business, prioritize effectively, and operate in a fast-paced environment
- Strong communication skills across written, verbal, and presentation formats, including the ability to deliver clear, client-ready recommendations
- Experience collaborating cross-functionally (sales, product, support) to support customer outcomes
- Experience with Key Performance Indicators and or Metrics
Digital and AI Proficiency (Required)
- Proficiency using core business systems, including CRM platforms (e.g., Salesforce), customer engagement tools, and reporting dashboards
- Ability to leverage data and systems to inform decisions, monitor client health, and guide strategy
- Demonstrated ability to use modern productivity tools (e.g., Microsoft Office or Google Workspace) to create clear, professional client deliverables
- Proficiency in using AI tools (e.g., ChatGPT or similar) to improve efficiency and effectiveness, including:
- Synthesizing call notes and identifying key insights
- Drafting client communications and executive summaries
- Preparing for meetings with structured plans and hypotheses
- Identifying risks and recommended actions from data or transcripts
- Ability to apply critical thinking and judgment when using AI, ensuring accuracy, data privacy, and high-quality client-facing outputs
Benefits:
-Work from anywhere within the US for most roles
-Competitive Salary
-Medical, Dental, and Vision Insurance
-Flexible PTO
-401K - 100% vested with ~4% match
-12 Paid Holidays
-Company Laptop
-Reimbursement for home office expenses
-Employee Referral Bonuses
-Short-Term and Long-Term Disability Insurance
-FSA & HSA Options
-Life Insurance
-Personal and Professional Development
-Employee Assistance Program (Mental Health)
-Parental Leave + baby bonus
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