Client Success Manager

Job Expectations

Position Summary:  The Client Success Manager owns the overall client relationship, ensuring clients receive consistent value from MapleTronics’ solutions while strengthening satisfaction and long-term retention.  This role leads the engagement rhythm for assigned accounts, coordinates internal resources, and partners with technology resources to provide proactive planning, strategic guidance, and a cohesive client experience.

Skills/Requirements:  

• Proven ability to build and maintain strong client and executive level relationships, serving as a trusted advisor and point of accountability.
• Strong strategic thinking and business acumen, with the ability to connect technology solutions to business goals, financial priorities, and long-term planning.
• Excellent verbal, written, and presentation skills, including the ability to communicate recommendations and facilitate discussions with decision makers.
• Solid understanding of managed services, IT solutions, Technology Service Provider offerings, and technology trends impacting clients.
• Demonstrated ability to identify opportunities and create value through insights, planning, and strategic roadmap discussions.
• Strong influence and negotiation skills, with the ability to guide decisions, and align stakeholders around mutually beneficial outcomes.
• Proven ability to work cross-functionally, collaborating effectively with sales, technical, operations, and professional services teams.

Essential Duties/Responsibilities: 

• Lead the Client Communication Cadence
  • Maintain consistent communication based on each client’s assigned tier.
  • Set expectations, provide recaps, and schedule clear next steps.
• Monitor and strengthen account health
  • Maintain an accurate understanding of client confidence, satisfaction, and perceived value.
  • Identify risks early and lead corrective plans before concerns result in client churn.
• Coordinate delivery and advocate for clients.
  • Engage service, operations and professional services resources as needed.
  • Ensure commitments are fulfilled and clarify ownership and deadlines to minimize escalations.
• Advance technology strategy and planning for clients.
  • Prepare for and lead Business and Technology Reviews.
  • Maintain lifecycle plans and advance priorities based on each client’s tier and maturity.
• Create growth through demonstrated value.
  • Identify opportunities based on client insights, needs, and priorities.
  • Connect recommendations to business goals and budgets while coordinating next steps with the client and internal teams.

Measures of Success:  Success in the Client Success Manager role is demonstrated through:

• Strong client retention and reduced preventable churn.
• Growth and health of recurring client relationships.
• High levels of client satisfaction and positive stakeholder feedback.
• Strong relationships with decision makers and executive stakeholders.
• Consistent execution of business reviews, client communication, account planning, and follow up.
• Effective Technology Maturity Roadmaps and lifecycle planning.
• Proactive identification and management of client risk.
• Development and advancement of opportunities that create measurable client value.
• Accurate actionable client information within MapleTronics’ systems.
• Increasing depth of business acumen, strategic advisory capability, and account management effectiveness.

Company Expectations:  MapleTronics Teammates are committed to living out our core values. Teammates are expected to:

• Demonstrate professional character, attitude, and appearance at all times.
• Aspire to expand their knowledge and skill set.
• Think in ways that seek possibility, call out potential, and do not settle for the easy answer.
• Provide service to all with joy-filled energy.
• Develop and journey toward fulfillment of their own personal and professional mission.
• Hold others within the organization to the same standards expected from them.