Client Success Manager

About the role 

The AV Client Success Manager ensures clients achieve maximum value from their audiovisual solutions. This role builds strong relationships, drives adoption, manages contract deliverables and risks, and proactively supports client satisfaction and retention.

 Key Responsibilities

·                  Serve as the primary post-sales contact for AV clients, ensuring smooth onboarding and ongoing support.

·                  Develop success plans tailored to client goals and AV environments.

·                  Monitor service delivery and escalate issues to ensure timely resolution.

·                  Conduct regular business reviews and performance check-ins with clients.

·                  Collaborate with Field Services, Support, and Sales to align on client needs.

·                  Manage contract deliverables to ensure compliance with scope, timelines, and SLAs.

·                  Perform contract risk management by identifying potential gaps, delays, or non-compliance and initiating mitigation plans.

·                  Identify upsell and cross-sell opportunities based on client usage and feedback.

·                  Advocate for clients internally to improve service offerings and product features.

·                  Track and report on client health metrics and satisfaction scores.

·                  Maintain accurate documentation of client interactions and success plans.

Qualifications

·                  3–5 years in AV services, customer success, or account management.

·                  Strong understanding of AV technologies and service delivery models.

·                  Excellent communication, relationship-building, and problem-solving skills.

·                  Experience with CRM and customer success platforms.

·                  CTS or PMP certification is a plus.

Success Metrics

·                  Client Satisfaction (CSAT/NPS)

·                  Retention & Renewal Rates

·                  Time to Value (Onboarding Efficiency)

·                  Contract Compliance & Risk Mitigation Rate

·                  Upsell/Cross-sell Conversion

·                  Client Health Score

A day in the Life

• Inclusive Team Culture

At Electrosonic we embrace our differences. We are committed to furthering our culture of Diversity, Equity and Inclusion. We are an equal opportunity employer that does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

• Work/Life Balance

Our team puts a high value on work-life balance, offering a hybrid work environment, dependent of position. We believe maintaining the right balance between your personal and professional life is important to our team's overall well-being.

• Career Growth

We are dedicated to supporting our team members to grow a long-term career with us. We have a broad mix of experience levels and tenures, and we support continuous learning and knowledge sharing.

• Compensation and Wellness

The salary range for this role is dependent on skills, experience, and qualifications. We offer a full range of health and wellness benefits that include:

• Medical
• Dental
• Vision
• Life and disability benefits.
• Wellness discount programs,
• 401k
• *Paid parental leave after 1 year of service.
• 12 company paid holidays
• 3 weeks of paid time off

Come be a part of a Global company that has been recognized for its superior and unsurpassed technology master planning and system integration.

With unique global capability, we deliver highly complex world-class projects, conference room technology, and executive briefing centers across a multitude of sectors.