Client Success Manager

SUMMARY

We are seeking an experienced and proactive Client Success Manager to own strategic post-implementation relationships for Facil-IT clients. This individual will serve as a trusted advisor, helping clients increase adoption, realize measurable value, achieve business goals, and maintain a strong long-term partnership with Facil-IT.

As the first dedicated Customer Success Manager for Facil-IT, this role will also build the foundational processes, tools, templates, and operating standards needed to establish and scale the Customer Success function. This is an individual contributor role and does not include direct people management.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Own the post-implementation relationship for an assigned portfolio of clients and serve as the primary strategic point of contact after go-live.

• Build trusted relationships with client executives and key stakeholders, connecting Facil-IT capabilities to business goals, adoption, and measurable value.

• Create and maintain customer success plans that document goals, success measures, risks, priorities, and agreed actions.

• Lead Quarterly Business Reviews (QBRs) and regular strategic check-ins focused on value realization, account health, risks, priorities, and next steps.

• Monitor engagement, adoption, support themes, and stakeholder changes to identify risk early and coordinate proactive action.

• Own customer risk and escalation coordination for assigned accounts, ensuring clear internal ownership, timely follow-up, consistent communication, and documented resolution plans.

• Coordinate cross-functional resources across Implementation, Business Analysis, Technical Support, Product, Engineering, Account Management, and Leadership to address client priorities and protect the relationship.

• Proactively communicate business-impacting changes, service expectations, release information, and other updates that may affect the customer experience.

• Identify opportunities for training, workflow improvement, broader product adoption, advocacy, and expansion, then partner with the appropriate internal team for execution.

• Build and document the initial Facil-IT Customer Success operating model, including engagement standards, customer segmentation, health indicators, reporting, handoffs, templates, and playbooks that can scale as the team grows.

• Maintain complete client records in approved CRM and Customer Success platforms and represent the voice of the customer by sharing recurring needs, risks, trends, and feedback internally.

EDUCATION AND EXPERIENCE

• Bachelor’s degree or equivalent combination of education and relevant professional experience.

• Minimum of 3 years of related experience in Customer Success, strategic account management, client services, SaaS, or a comparable client-facing role.

• Demonstrated experience managing client relationships and working with executive stakeholders.

• Experience creating or improving Customer Success processes, playbooks, templates, reporting, or operating standards is strongly preferred.

KNOWLEDGE, SKILLS AND ABILITIES

• Ability to develop trusted advisor relationships and connect software capabilities to client business goals and measurable outcomes.

• Strong executive communication, presentation, facilitation, and relationship-management skills.

• Excellent written and verbal English communication skills, with the ability to simplify complex topics for different audiences.

• Ability to lead through influence, coordinate cross-functional teams, and advocate effectively for the client without direct authority.

• Strong judgment, ownership, organization, prioritization, and follow-through across multiple client accounts.

• Ability to identify risk early, manage difficult conversations, reset expectations, and maintain professionalism during escalations.

• Analytical mindset with the ability to interpret account signals, recognize patterns, and translate insights into practical action plans.

• Comfort working in a growing environment, creating structure where processes are still developing, and balancing strategic planning with hands-on execution.

• Commitment to professionalism, confidence, integrity, accountability, customer focus, and continuous improvement.

• Working knowledge of client service principles, including needs assessment, service quality, value realization, and evaluation of client satisfaction.

PREFERRED QUALIFICATIONS

• Experience in facilities management, maintenance operations, or a related industry.

• Familiarity with CMMS or EAM software and the operational use cases these platforms support.

• Experience with CRM and Customer Success platforms such as Salesforce or Gainsight.

• Experience developing and leading Quarterly Business Reviews (QBRs), customer health models, success plans, risk programs, and executive-level reporting.

• Experience helping establish a new Customer Success function or scale an early-stage Customer Success program.

SUCCESS IN THIS ROLE

• Clients have clear post-go-live ownership and a consistent strategic engagement experience.

• Customer goals, value, adoption, health, risks, and next steps are documented and actively managed.

• Risks and recurring concerns are identified earlier, with clear owners, action plans, and customer communication.

• Quarterly Business Reviews (QBRs), success planning, post-go-live handoffs, and account reporting operate through repeatable standards.

• Customer Success and Account Management maintain clear, collaborative ownership of strategic and commercial activities.

• Facil-IT has a documented and scalable Customer Success foundation that can support future team growth and broader customer programs.