What are the responsibilities and job description for the Client Success Manager position at ID Plans?
Client Success Manager
Location: Tampa, Florida (Corporate Office)
Employment Type: Full-Time
Reports to: Sr. Client Success Manager
Position Overview
The Client Success Manager plays a critical role in supporting and retaining our clients by
ensuring they receive maximum value from our products and services. This position was created
to strengthen client relationships, enhance engagement, seek out expansion opportunities and
minimize churn.
The ideal candidate will leverage a strong background in SaaS and enterprise technology
solutions to deliver successful client onboarding, training, and ongoing support. While not a sales
role, the Client Success Manager is responsible for identifying opportunities for account growth
and ensuring clients remain fully informed and satisfied with our suite of software & services.
Key Responsibilities
Client Onboarding and Relationship Management
•
Partner with Account Executives and Account Managers to guide clients through the
implementation and adoption process.
•
Establish and maintain trusted relationships with key stakeholders within client
organizations.
•
Evaluate and understand client business goals to ensure product alignment and long-term
success.
Client Support and Retention
•
Provide proactive client support, addressing inquiries, troubleshooting issues, and
ensuring prompt resolution.
•
Host training sessions, webinars, and product demonstrations to drive user adoption and
engagement.
•
Conduct regular check-ins and Quarterly Business Reviews (QBRs) to assess client
satisfaction and performance outcomes.
•
Serve as the client advocate internally, representing their needs and feedback to cross-
functional teams.
Process Improvement and Collaboration
•
Collaborate with internal departments—including Product Managers, Sales, and
Operations—to enhance client experience and outcomes.
•
Develop educational materials and client resources to support onboarding and continued
usage.
•
Support initiatives to improve client retention, satisfaction, and Net Promoter Scores
(NPS).
Qualifications and Experience
•
Minimum of 3 years of experience in SaaS or enterprise software customer success,
account management, or client services.
•
Demonstrated proficiency with CRM systems (e.g., Salesforce, HubSpot).
•
Experience using Conversational Intelligence tools (e.g., Gong, Chorus, or SalesLoft).
•
Proven ability to communicate Return on Investment (ROI) and demonstrate value
through measurable outcomes.
•
Exceptional verbal, written, and presentation skills.
•
Strong analytical and problem-solving abilities with attention to detail.
•
Ability to collaborate effectively across teams and organizational levels.
Success Metrics
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Achievement of client retention and satisfaction goals.
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Increased product adoption and usage within assigned accounts.
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Year-over-year growth in account spend.
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NPS maintained or improved within target range.
•
Positive internal and external feedback on professionalism and collaboration.
Compensation and Benefits
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Competitive salary
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Comprehensive health, dental, and vision insurance
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401(k) plan with matching contributions
•
Paid time off and flexible scheduling
•
Remote work environment with opportunities for travel as needed
Physical Requirements
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Ability to sit or stand for extended periods (up to four hours).
•
Frequent use of computer, phone, and standard office equipment.
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Occasional lifting or moving of materials up to 20 pounds.
•
Ability to communicate clearly and effectively with clients and colleagues.
Salary : $75,000 - $85,000