Customer Success Manager

Job Summary:

The Customer Success Manager (CSM) at InformData is  a critical member of our Client Success team, responsible for driving consistent client value realization through disciplined execution, proactive partnership, and data-informed engagement. This role owns the day-to-day client relationship, ensuring adoption aligns with defined business outcomes and that risks and growth signals are identified early.

The CSM operates as the central coordinator of client context, translating usage data into actionable guidance, maintaining strong internal alignment, and enabling Account Executives (AEs) to execute on expansion opportunities.

Success in this role is defined by consistent execution, strong client and internal partnership, early risk identification, and high-quality internal coordination, rather than reactive support or relationship management alone.

Job Responsibilities:

Client Value & Adoption Execution

• Execute success plans aligned to documented client outcomes and business goals
• Track, analyze, and explain usage trends and adoption metrics on a regular cadence
• Translate data (volume, TAT, quality, etc.) into actionable client recommendations
• Adjust engagement strategy based on client maturity and adoption progress
• Guide clients toward consistent value realization through structured, insight-led conversations

Day-to-Day Client Partnership

• Own the ongoing client relationship, including communication cadence and meeting structure
• Lead recurring client meetings with forward-looking, outcome-oriented agendas
• Act as the primary point of contact for client usage, adoption, and workflow guidance
• Maintain consistent documentation of goals, feedback, risks, and next steps
• Ensure continuity and clarity during client changes (e.g., staffing, ownership shifts)

Risk Awareness & Escalation

• Identify early warning signs across usage trends, engagement patterns, and client sentiment
• Maintain visibility into open issues and unresolved concerns
• Escalate risks with clear context, supporting data, and recommended mitigation steps
• Partner with AEs and internal teams to proactively address risks before renewal impact
• Monitor and communicate account health consistently

Expansion Signal Identification

• Identify upsell signals based on usage trends and client conversations
• Assess and articulate client readiness indicators (operational, stakeholder, and timing)
• Coordinate structured CSQL handoffs to AEs with clear context and supporting insights
• Support early-stage opportunity conversations by providing adoption and value context
• Maintain alignment with AEs on account growth opportunities

Internal Coordination & Documentation

• Act as the central source of truth for client context, including goals, usage, risks, and history
• Coordinate internal stakeholders for client meetings, QBRs, and initiatives
• Maintain accurate and up-to-date documentation across systems (HubSpot, Account Plans, Teams Channels)
• Communicate client updates, risks, and wins clearly across internal teams
• Ensure continuity and alignment across Customer Success, Sales, Product, and Operations

Cross-Functional Collaboration

• Partner with AEs on account health, renewal readiness, and expansion signals
• Work with Customer Experience Partners (CEPs) to ensure issue resolution and feedback loops
• Align with internal teams to coordinate proactive client engagement and mitigation strategies
• Support QBR preparation through data gathering, insight development, and internal alignment

Please note that this job description is meant to give a basic understanding of the position and does not cover every part of the job duties and requirements. InformData reserves the right to change or assign other duties to this position at any time.

Skills Required:

• Customer Obsession: Deep commitment to understanding and delivering on client goals.
• Analytical Insight: Ability to interpret data to guide client strategy and uncover value.
• Collaboration & Influence: Builds internal alignment across teams to drive client outcomes.
• Proactive Problem-Solving: Anticipates challenges and mitigates risks before they impact client success.
• Operational Rigor  and Process Accountability: Maintains meticulous documentation, follows established workflows, and ensures all client interactions and internal updates (e.g., CRM records, Success Plans, usage logs) are timely and accurate.
• Effective Communication: Able to effectively communicate across mediums (e.g., calls, presentations, emails, etc) and audiences (e.g., day-to-day contacts, executives, etc)

KPIs:

• Gross and Net Revenue Retention
• CSAT

Education & Experience Requirements:

• 5+ years of experience in Customer Success, Account Management, or similar client-facing roles
• Experience in SaaS, data services, or usage-driven products preferred
• Strong ability to interpret and communicate data-driven insights to clients
• Proven ability to manage multiple accounts with structured execution and prioritization
• Experience working cross-functionally with Sales, Product, and Operations teams
• Proficiency with CRM and reporting tools (e.g., HubSpot, DOMO, Zendesk)

Working Conditions:

• This position requires the incumbent to work indoors at a desk for extended periods of time and use of the workstation.
• The person must be able to comprehend and follow work instructions in a fast-paced, team environment. 
• This position requires the ability to interact with all levels within the organization and requires the ability to respond professionally to all individuals and work well as a team player.
• This position may be required to work overtime on occasion to meet company objectives.

For Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

InformData is an equal opportunity employer and provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.