Client Success Manager — NetSuite Solutions

Overview

Baker Tilly is a leading advisory, tax and assurance firm, providing clients with a genuine coast-to-coast and global advantage in major regions of the U.S. and in many of the world’s leading financial centers – New York, London, San Francisco, Los Angeles, Chicago and Boston. Baker Tilly Advisory Group, LP and Baker Tilly US, LLP (Baker Tilly) provide professional services through an alternative practice structure in accordance with the AICPA Code of Professional Conduct and applicable laws, regulations and professional standards. Baker Tilly US, LLP is a licensed independent CPA firm that provides attest services to its clients. Baker Tilly Advisory Group, LP and its subsidiary entities provide tax and business advisory services to their clients. Baker Tilly Advisory Group, LP and its subsidiary entities are not licensed CPA firms.

Baker Tilly Advisory Group, LP and Baker Tilly US, LLP, trading as Baker Tilly, are independent members of Baker Tilly International, a worldwide network of independent accounting and business advisory firms in 141 territories, with 43,000 professionals and a combined worldwide revenue of $5.2 billion. Visit bakertilly.com or join the conversation on LinkedIn, Facebook and Instagram.  

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Job Description:

 

Baker Tilly's NetSuite Solutions practice is one of the fastest-growing technology consulting groups in the firm. As an Oracle NetSuite partner operating under a Transaction Management Agreement (TMA), we sell both the NetSuite license and the implementation services that surround it, giving us a complete, differentiated offering in the mid-market ERP space.

We are seeking a Client Success Manager to join our experienced NetSuite Practice Client Success team within Baker Tilly's Professional Sales Organization (PSO). Leveraging the resources, tools, and expertise of the PSO, this role will collaborate closely with Client Success and NetSuite Practice colleagues to advance shared sales, client success, and growth objectives. The NetSuite Practice is part of Baker Tilly's Digital Advisory Services group.

The Client Success Manager is a senior, quota-aligned role accountable for a portfolio of client relationships that includes a significant number of Strategic Enterprise clients alongside Growth and Mid-Market clients. The Manager adapts the depth and cadence of engagement to each client's tier and potential, while serving as the client's trusted advisor before, during, and after the sale: leading the pursuit of NetSuite license, renewal, and services project opportunities within assigned accounts, orchestrating cross-functional pursuit teams to scope and close engagements, and owning the ongoing client success relationship after projects are sold and delivered. The Manager is also expected to model best practices for the team, contribute to the continuous improvement of client success and sales operations processes, and provide informal guidance to less-tenured Client Success colleagues.

Grit is central to success in this role. We define grit as a commitment to long-term client success, demonstrated through consistent effort, resilience in the face of obstacles, and the passion to persist until goals are achieved, even when progress is slow or challenges arise. Client success is built over multiple renewal cycles, complex project engagements, and sometimes difficult moments, and the Manager is expected to bring that persistence to every account in the portfolio.

Key Responsibilities

Strategic Client Relationship Management

• Own and grow a diverse portfolio that includes a significant number of Strategic Enterprise clients as well as Growth and Mid-Market clients, developing and executing account plans aligned with client tiering, business priorities, and Baker Tilly's practice objectives.

• Build and sustain executive-level relationships, including CFOs, COOs, controllers, and IT leaders involved in ERP decisions, serving as the client's trusted advisor throughout the full client lifecycle. Apply the greatest depth of executive engagement to Strategic Enterprise clients while maintaining credible, valued relationships with Growth and Mid-Market clients.

• Tailor engagement models to each client segment, using high-touch, executive-level strategic planning for Strategic Enterprise clients and efficient, scalable, yet personal engagement for Growth and Mid-Market clients; conduct intentional, scheduled engagement, including business reviews, aligned with client tiering; assess client needs, communicate Baker Tilly's value proposition, solicit feedback, and connect clients with appropriate internal contacts and solution teams.

• Serve as the executive-level liaison for escalated matters, coordinating with sales, service, product, PMO, consulting, and development teams to resolve issues quickly and protect client confidence.

• Drive high levels of client retention, reference ability, and advocacy, including the development of client success stories, testimonials, and case studies.

• Prioritize time and resources across the portfolio, balancing the needs of strategic accounts with the growth potential of Growth and Mid-Market clients, and identify Growth and Mid-Market clients ready to expand into higher-value relationships.

• Monitor assigned accounts for reference ability and satisfaction, support client satisfaction surveys, and track and help resolve support cases requiring escalation.

Services Project Sales & Team Selling

• Manage IT project services sales cycles from opportunity identification through close, including uncovering needs within existing accounts, qualifying opportunities, and presenting services project proposals to client stakeholders.

• Partner with technical solution architects to scope NetSuite implementation, optimization, managed services, consulting, and development engagements.

• Orchestrate cross-functional pursuit teams (sales, solution architects, PMO, and delivery leaders), setting pursuit strategy, clarifying roles, and keeping the team aligned from initial need through close.

• Position software and services together as an integrated solution for finance, procurement, and business operations leaders, selling both software products and professional services as part of an integrated account strategy.

• Serve as a pre-sales resource for clients, new leads, and prospects, as appropriate.

Revenue Growth & Account Strategy

• Develop and execute account strategies to expand recurring product revenue and services revenue within assigned Baker Tilly client relationships across Strategic Enterprise, Growth, and Mid-Market segments.

• Identify, qualify, and scope client needs for NetSuite, SuiteApps, Baker Tilly Subscription Billing, and complementary third-party software solutions.

• Own license renewal and upsell strategy for assigned accounts and ensure renewal and upsell transactions are processed accurately and in a timely manner.

• Identify follow-on optimization, managed services, and support opportunities after implementation projects go live to extend the client's return on their ERP investment.

Post-Sale Client Success & Delivery Partnership

• Own the ongoing client success relationship after services projects are sold, including monitoring delivery health and engagement quality.

• Coordinate with project and delivery teams to keep engagements on track, surface risks early, and manage client expectations.

• Resolve escalations and drive renewals, expansion, and long-term retention across the portfolio.

• Capture client feedback and delivery lessons learned and share them with practice leadership to improve offerings and the client experience.

Communications, Marketing & Events

• Partner with sales and marketing to support client communications, newsletters, email campaigns, social media, outreach, webinars, SuiteWorld participation, and other client-facing events.

• Collaborate with marketing to connect clients with co-branding opportunities, testimonials, case studies, and approved company marketing initiatives.

• Represent Baker Tilly as a presenter or executive host at client events and industry or partner events, as appropriate.

Data Integrity & Process Discipline

• Maintain complete and accurate account, contact, opportunity, activity, task, license, sales order, and customer tier data in Salesforce and other PSO-supported systems.

• Adhere to transaction processes, conduct audits of customer, contact, license, and tier records, and identify and help implement opportunities to improve internal workflows.

• Ensure activity, opportunity, and forecast data remain accurate, current, and aligned with pipeline reporting expectations.

• Effectively use Baker Tilly and PSO-supported sales and client engagement resources, including Salesforce, HighSpot, ZoomInfo, and other supported platforms.

• Support follow-up on escalated accounts receivable matters related to aging invoices and complete timely activity tracking and time entry.

Forecasting, Reporting & AI-Enabled Selling

• Provide clear, supportable commit and upside forecasts to assist practice leadership with planning, staffing, and hiring decisions.

• Use and contribute to the improvement of AI-enabled business development tools, including prospect research, scoring, outreach sequencing, and proposal generation capabilities.

• Provide reporting on metrics and key performance indicators for assigned clients, including:

• Business reviews completed in alignment with client tier categorization.

• Services project pipeline, bookings, and delivery health.

• Support services engagement, including on-demand support, optimization services, and premier support services.

• License revenue is associated with assigned clients.

• Client renewal, expansion, and retention rates.

• Product license upsell activity by client.

• Client satisfaction and engagement quality.

• Third-party partner engagement and related recurring or commission revenue.

Leadership & Team Contribution

• Model best practices in account planning, team selling, and client engagement, and share them with Client Success and NetSuite Practice colleagues.

• Provide informal guidance and onboarding support to newer Client Success team members.

• Contribute to the continuous improvement of client success, sales operations, and cross-functional handoff processes between sales, delivery, and support.

Grit in Action

Grit is a core success factor for this role. The Client Success Manager is expected to demonstrate:

• Commitment to long-term client success: prioritizing lasting client outcomes and relationships over short-term wins, across every client segment in the portfolio.

• Consistent effort: following through on account plans, renewals, escalations, and follow-ups week after week, regardless of the size or tier of the client.

• Resilience in the face of obstacles: staying constructive and solution-focused through difficult client situations, delayed decisions, competing priorities, and project setbacks.

• Passion to persist until goals are achieved: continuing to drive toward retention, expansion, and client success goals even when progress is slow or challenges arise.

Qualifications

Education and Experience

• Bachelor’s degree in a relevant field and 5+ years of related professional experience, including a demonstrated track record managing a portfolio of strategic, enterprise-level client relationships in technology consulting, customer success, or IT engagement management.

• Experience managing IT project services sales cycles, including identifying opportunities within existing accounts, partnering with technical solution architects to scope engagements, and presenting services project proposals to client stakeholders through to close and managing ongoing client relationships.

• At least two years of NetSuite ecosystem experience, including license and renewal sales, SuiteApps, complementary third-party solutions, and the ability to position software and services together as an integrated solution for finance, procurement, and business operations leaders.

Required Skills

• Experience with NetSuite, ERP platforms, software renewals, and related business applications.

• Proven ability to build and sustain executive-level relationships (CFO, COO, controller, and IT leadership) across strategic accounts, serving as the client’s trusted advisor before, during, and after the sale.

• Strong team selling skills, with experience orchestrating cross-functional pursuit teams (sales, solution architects, PMO, and delivery leaders) to facilitate and manage services project sales, and comfort selling both software products and professional services as part of an integrated account strategy.

• Demonstrated success owning the ongoing client success relationship after services projects are sold, including monitoring delivery health, coordinating with project and delivery teams, resolving escalations, and driving renewals, expansion, and long-term retention.

• Experience using data analysis and reporting tools, including Cloud based CRM platforms, and related systems.

• Experience supporting client communications or marketing content, including newsletters, social media, and related outreach materials.

• Strong organizational, analytical, and detail-oriented capabilities.

• Ability to manage multiple priorities and detailed processes in a fast-paced environment.

• Excellent verbal, written, and presentation skills.

• Demonstrated ability to influence action and build consensus to achieve objectives.

• Ability to work effectively in remote, in-office, and hybrid environments, with occasional travel as needed.

• Ability to collaborate effectively with distributed teams.

Beneficial Skills

• Experience selling NetSuite ERP implementation and optimization services projects, including scoping engagements with technical solution architects, presenting proposals to executive stakeholders, and guiding clients from initial need through close.

• Experience managing ongoing client relationships after NetSuite implementation projects go live, including identifying follow-on optimization, managed services, and support opportunities that extend the client’s return on their ERP investment.

Language & Communication Skills

• Excellent verbal and written communication skills.

• Ability to listen actively, ask thoughtful questions, and translate client input into business requirements.

Other Requirements

• Availability during core business hours.

• Ability to influence action and gain support from others to meet shared objectives.

• Ability to travel up to 10% of the time.

The pay rate range for this job position is $85,800 to $135,000. Actual compensation is influenced by a variety of relevant factors including but not limited to applicant’s skills, prior experience, qualifications, degrees, professional certifications, work arrangements and geographic location. Other compensation for this role may include performance and sales-based commissions.

Baker Tilly offers a comprehensive compensation and benefits package to eligible employees.