Enterprise Client Success Manager (CSM)

The Enterprise Client Success Manager is responsible for ensuring Clearwave’s largest enterprise clients achieve measurable outcomes with our solutions. This role is focused on driving product adoption, delivering strong performance outcomes, and fostering long-term client relationships – resulting in client retention, expansion, and advocacy

Key Responsibilities

Client Outcomes & Value Delivery

·        Own the overall success and measurable outcomes for enterprise accounts, including all brands within that enterprise account

·        Develop and maintain client success plans aligned with customer business objectives.

·        Ensure clients realize the expected value and ROI from our solutions.

·        Monitor adoption, usage, and performance metrics regularly to proactively drive improvements.

·        Serve as the escalation point for strategic client issues.

Relationship Management

·        Build and maintain trusted relationships with senior client stakeholders and decision-makers.

·        In collaboration with Sales conduct regular executive business reviews (EBRs) to align goals, results, and future opportunities.

·        Act as the primary liaison between clients and internal teams.

Client Retention & Growth

·        Identify risks to renewal early and implement mitigation strategies.

·        Identify opportunities for expansion, cross-sell, or upsell that align with client value.

·        Partner with Sales and Product teams to ensure continued client satisfaction and growth.

Cross-Functional Leadership

·        Serve as a key collaborator on new initiatives within and beyond Client Success.

·        Coordinate with Product, Support, Sales, and Operations to ensure a seamless client experience.

·        Advocate internally for client needs, product improvements, and strategic priorities.

·        Provide feedback loops from clients to influence product roadmap and service delivery.

Key Performance Indicators (KPIs)

·        Product adoption rates

·        Product utilization rates

·        Client outcome achievement

·        Net Promoter Score (NPS)

·        Client retention rate

Qualifications

Required

·        10+ years of experience in Client Success, Account Management, or Strategic Consulting

·        Experience managing enterprise or strategic accounts

·        Demonstrated success driving client retention and expansion

·        Detail-oriented with the ability to establish and enforce accountability through specific programs and initiatives

·        Exceptional executive-level communication and relationship management skills

·        Willingness to travel up to 25%

Preferred

·        Experience leading executive business reviews

·        Background in SaaS, technology, consulting, or data-driven solutions

·        Ability to translate complex solutions into measurable business value

·        Strong analytical and problem-solving skills

Key Competencies

·        Executive presence

·        Strategic thinking

·        Commercial acumen

·        Client advocacy

·        Cross-functional leadership

·        Outcome-driven mindset

What Success Looks Like

·        Clients consistently understand and achieve measurable business outcomes powered by Clearwave

·        Strong, trusted relationships exist with both operational and executive stakeholders

·        Clients are highly engaged, well-supported, and vocal advocates for Clearwave

·        High client retention driven by demonstrated value, not reactive save efforts

·        Risks are identified and addressed proactively, before they escalate to churn threats