Client Success Manager

A Day in the Life of a Client Success Manager:

This role serves as a trusted advisor to customers, helping them maximize the value of RigDig solutions through consultative engagement, strategic account planning, customer training, and proactive relationship management. The Client Success Manager is accountable for achieving retention and growth goals while delivering an exceptional customer experience and serving as the Voice of the Customer throughout the organization.

The ideal candidate is customer-focused, commercially minded, and passionate about helping customers achieve measurable business outcomes while building long-term partnerships.

Book of Business Ownership & Growth

Manage an assigned portfolio of customer accounts with responsibility for retention, growth, and overall account health.
Own achievement of annual retention and revenue growth targets within the assigned book of business.
Develop and execute account strategies that increase customer engagement, product adoption, renewal rates, and long-term customer value.
Identify opportunities to expand product utilization, increase user adoption, and introduce additional solutions aligned with customer business objectives.
Partner with Strategic Account Executives to support renewals, account expansion opportunities, and revenue growth initiatives.
Maintain an accurate forecast of renewal opportunities, account risks, and growth potential.

Customer Success & Relationship Management

Identify, develop, and implement strategies that maximize customer engagement, satisfaction, adoption, and retention.
Own the post-sale customer experience and serve as the primary point of contact for assigned customers.
Develop strong customer relationships that promote loyalty, trust, and long-term partnership.
Gain a thorough understanding of customer goals, business challenges, operational workflows, and success metrics.
Proactively identify risks to customer satisfaction, adoption, retention, or renewal and develop mitigation strategies.
Serve as a trusted advisor, helping customers align RigDig solutions to their business objectives.

Business Reviews & Customer Outcomes

Lead recurring customer business reviews to evaluate account health, product utilization, customer objectives, and realized value.
Deliver data-driven recommendations and best practices that help customers achieve desired business outcomes.
Monitor customer adoption and engagement trends and implement action plans to improve success and retention.
Demonstrate customer value and ROI to support renewal and expansion discussions.
Partner with customers to establish success plans and measurable goals.

Onboarding, Training & Enablement

Lead onboarding programs that support successful implementation and long-term adoption.
Conduct targeted, consultative training that demonstrates best practices and effective product utilization based on customer goals and desired outcomes.
Ensure customers remain informed about new capabilities, product enhancements, and industry best practices.

Voice of the Customer

Partner with Product, Sales, Marketing, and Support teams to advocate for customer priorities and enhance the customer experience.
Capture and analyze customer feedback related to product usage, customer satisfaction, and business challenges.

Operational Excellence

Maintain accurate documentation of customer contacts, engagement activities, service requests, and account information within Salesforce and other business systems.
Track customer health, adoption, retention, and growth metrics.
Maintain account plans, customer success activities, and renewal readiness across assigned accounts.
Manage multiple priorities while delivering exceptional customer responsiveness and follow-through.

What You’ll Need:

Required

3+ years of experience in Customer Success, Account Management, Client Services, Sales, or a related customer-facing role.
Demonstrated success managing and growing customer relationships while achieving retention and revenue objectives.
Experience managing a book of business and owning customer outcomes.
Strong communication, presentation, and consultative problem-solving skills.
Experience conducting customer training, onboarding, business reviews, or strategic account planning sessions.
Ability to build relationships with stakeholders at multiple levels within customer organizations.
Strong organizational skills with exceptional attention to detail and follow-through.
Proficiency with Salesforce, Microsoft Office, and customer success tools.
Bachelor’s degree or equivalent professional experience.