Client Success Manager

Job Description

As a Client Success Manager, you will: Own client relationships, serving as the primary contact from project kickoff to completion. Clients will trust and rely on you due to your proactive communication and commitment to keeping them informed. Take charge of project planning, managing up to 20 concurrent engagements. You'll coordinate small engineering teams using AI-powered tools, track milestones, identify risks, and ensure smooth progress. AI will handle documentation and reporting to maintain efficiency. Lead engagements from kickoff to hypercare, following a structured cadence including kickoff meetings, discovery sessions, FRD reviews, UAT, and hypercare. You'll utilize AI to author the FRD, schedule initial discovery sessions promptly, and address open items before development begins. Expect to provide weekly status updates and ensure every meeting is purposeful and results-oriented. Maintain project scope and commitments, ensuring profitability and client satisfaction. You'll manage out-of-scope requests through change requests while preserving strong client relationships. Utilize Claude as your main interface for accessing project context, using skills to generate client-facing materials, and keeping Notion updated. A scrum agent will provide project status updates through a dashboard, reducing the need to chase engineers. Identify opportunities for follow-on projects, managed services, and additional solutions within client accounts. You'll collaborate with sales to pursue these opportunities and ensure they're never overlooked.

Qualifications

1. 4+ years of experience in technical project management or client delivery within a software services or consulting firm, including planning, milestone management, and engineering coordination across concurrent projects. 2. Familiarity with Salesforce and/or MuleSoft, with the ability to understand technical aspects and identify potential challenges. In-depth architecture or implementation experience is not required. 3. Comfort with a Kanban-style, agent-orchestrated model where a scrum agent provides daily updates and a dashboard displays project health. This environment requires adaptability and self-direction. 4. Exceptional written and verbal communication skills, demonstrating clarity, confidence, and warmth. 5. Ability to manage multiple active engagements simultaneously, with efficient context-switching and focus. 6. Strong interpersonal skills to build warm relationships with clients and effectively drive progress. 7. Hungry, ambitious, and coachable, with a willingness to learn and adapt quickly. 8. Bias for action and decisive decision-making in fast-paced environments. 9. Hands-on experience with AI tools such as Claude, Cursor, or ChatGPT as part of daily workflow.

Benefits

- Competitive salary plus performance bonus - Medical, dental, and vision coverage - 401(k) with company match - Flexible PTO and a remote work environment - Professional development budget for certifications, conferences, and AI tools - Equipment stipend