Client Success Manager

Location Fully Remote - FL, IL, KS, MI, OH, PA, TX, UT, & WI

POSITION SUMMARY

Primary responsibilities include ongoing, proactive outreach and engagement with our clients to establish and maintain excellent client relationships and increase retention. This position will capture feedback and seek to understand the client’s strategic objectives and provide insights, best practices, and recommendations to clients based on their learnings. Additionally, the Client Success Manager will assist with the development of instructional materials, webinars, and online tutorial videos for client use of the Navari platform.

DUTIES & RESPONSIBILITIES

• Build and maintain strong, trusted relationships with assigned clients through regular, proactive communication and strategic check-ins.
• Develop a thorough understanding of each client’s goals, priorities, challenges, and measures of success.
• Help clients maximize the value of the company’s products and services by providing guidance, education, best practices, and ongoing support.
• Monitor client engagement, satisfaction, product or service utilization, and other indicators of account health.
• Analyze client data and results to identify trends, successes, opportunities for improvement, and potential areas of concern.
• Partner with clients to establish meaningful goals, success measures, and key performance indicators when appropriate.
• Serve as the primary client advocate internally, communicating client needs, feedback, challenges, and opportunities to appropriate teams.
• Coordinate with Support, Product, Sales, Implementation, and other internal teams to ensure client questions and issues are addressed effectively.
• Identify clients that may be at risk and proactively develop strategies to address concerns, increase engagement, and improve retention.
• Support contract renewals by proactively addressing concerns, reinforcing value, and coordinating the renewal process with appropriate internal stakeholders.
• Identify opportunities where additional products or services could provide value to the client and collaborate with Sales on expansion opportunities.
• Conduct client training, product education, and ongoing enablement as needed.
• Communicate relevant product enhancements, company updates, educational opportunities, and other information that may benefit clients.
• Gather client feedback and share insights with internal stakeholders to help improve products, services, processes, and the overall client experience.
• Maintain accurate and current client information, interactions, risks, opportunities, and activities within the company CRM.
• Support client advocacy initiatives, including testimonials, references, case studies, and referrals when appropriate.
• Continuously look for opportunities to improve Client Success processes, engagement strategies, and the overall client journey.

SKILLS & ABILITIES

• Strong ability to adjust to change and work requirements with excellent innovation skills.
• Excellent written, interpersonal, and group communications skills.
• Strong problem solving and analytical ability.
• Ability to effectively present information in one-on-one and small group situations to clients and other employees of the organization.
• Ability to multi-task, prioritize assignments, and meet deadlines.
• Ability to work independently with excellent organizational skills.

QUALIFICATIONS

• Bachelor’s degree in business, marketing, or other related fields preferred
• 2 – 5 years of experience in client or account management
• Experience with Microsoft Office including Word, PowerPoint, and Excel
• Account/Client Management education, training, or relative job experience
• Experience working with web platforms – WordPress and Kentico

TRAVEL

Position may require light travel as needed to support clients and/or attend company events.

SUPERVISORY RESPONSIBILITIES
No direct reports.

Total Rewards
We offer a comprehensive and competitive benefits package designed to support your well-being and work-life balance:

• Health Coverage: Medical, dental, and vision insurance; short- and long-term disability; life insurance; HSA and FSA options. You don’t need health insurance? No problem! An opt-out credit will be provided to you for waiving coverage.
• Retirement Savings: 401(k) plan with 5% company contribution
• Paid Time Off: Vacation, volunteer time, parental leave, and holidays—including floating holidays for days that matter most to you
• Compensation Rewards: Discretionary year-end bonuses and annual merit increases based on performance
• Work-Life Balance: Flexible remote and hybrid work options
• Professional Growth: Ongoing learning and development opportunities
• Wellness & Lifestyle: Wellness programs, pet insurance, and team member discounts
• Community & Connection: Opportunities to engage, connect, and make an impact

Navari offers leading products and services in the areas of Martech, HR Performance and Financial Empowerment. Our company’s dedication to excellence is reflected through superior service to our longstanding clients and our trusted, renowned partners.

The above information has been designed to indicate the general nature and level of work performed by team members within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of team members assigned to this job. We are an equal opportunity employer committed to diversity in the workplace. We do not discriminate based on race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or any other protected status. We welcome and encourage applications from all qualified individuals.