Senior Client Success Manager

About Oversight

Oversight is the world’s leading provider of AI-based spend management and risk mitigation solutions for large enterprises. Based in Atlanta, GA, Oversight works with many of the world’s most innovative companies and government agencies to digitally transform their spend audit and financial control processes. Learn More.

About this role

The Senior Client Success Manager (Sr. CSM) owns client relationships and is responsible for retention, adoption, achieving client goals, and optimization of overall client processes. This is a strategic role that requires leveraging established business acumen in combination with a deep understanding of our clients’ organization, processes, and needs to derive the most value from Oversight. This position is responsible for understanding the client journey, renewal lifecycle, and continuous alignment with client outcomes. The Senior Client Success Manager also serves to project the voice of the client within Oversight, liaising with various departments including Implementation, Delivery, Product, Finance and Support.

Key Responsibilities

1. Client Success Strategy: 
   • Manage and maintain proactive relationships with clients across your book of business.
   • Appropriately prioritize required activities & recalibrate as needed.
   • Achieve gross and net retention goals.
   • Serve as liaison between client and relevant stakeholders: Internal, external and partner.
2. Strategic Account & Relationship Management
   • Proactively identify & mitigate risk while maximizing client ROI/value realization.
   • Solidify ongoing success by shepherding through the client journey .
   • Capture client’s strategic-level goals and provide necessary results required for value realization.
   • Appropriately communicate and maintain accurate records and understanding of account status, client data and overall health.
   • Identify and validate expansion opportunities to support organizational growth objectives. 
   • Uncover, establish, and maintain relationship with true decisionmaker and program owner. 
   • Effectively build and maintain relationships within all levels of the client organization. 
   • Proactively manage renewals, contracts, and follow-through on associated activities. 
3. Client Engagement and Advocacy
   • Effectively articulate value-forward product solutions to achieve business objectives.
   • Effectively lead client meetings, present data, and highlight value to facilitate progress, both virtually and in-person.
   • Serve as client advocate and trusted advisor, providing guidance, best practice coaching and creative thought leadership.
   • Provide training and relevant resources by leading webinars, Client Success Office Hours, and shared ownership of Success Inbox.
   • Create improvement initiatives, including client-facing deliverables and work products, training materials, value-reporting, and other necessary documentation.
   • Uphold standard business practices, including effective written and verbal communication, as well as professional meeting etiquette (ex:  pre-meeting preparation, agenda, follow up communication, etc.).
4. Oversight Product Knowledge
   • Expert application of product knowledge and ability to articulate of Oversight product, modules and feature-functionality.
   • Maintain up to date knowledge of product functionality and upcoming releases to increase product adoption.
   • Convey client needs and product enhancement ideas to Product Team.
5. Data Analysis and Reporting
   • Cross-reference usage reports, heath metrics, and system data to proactively discern risk and actionable next steps.
   • Leverage comparative analysis to identify gaps, focus areas or opportunities.
6. Risk and Escalation Resolution
   • Effectively assess individual or collective risk factors and enact necessary escalation protocol.
   • Actively communicate with immediate leadership and carry out recommended next steps.
   • Proactively strategize and develop creative, adaptive solutions to overcome obstacles and mitigate churn risk.
   • Swiftly take action to reach comprehensive resolution.
7. Department Navigation and Collaboration
   • Collaborate and maintain a positive relationship with all Oversight departments.
   • Effectively communicate to achieve progress with Sales, Client Services, Product Management, Technical Development/Engineering, Marketing, Finance, and ELT teams to ensure a unified and positive client experience. 
   • Represent the voice of the client and advocate for their needs within the organization. 
   • Independently adhere to departmental protocol and processes.
   • Assist with mentoring and training team members.

Role-specific Expectations

• Successfully facilitate client through the Tier 1 Client Journey, inclusive of outlined milestones.
  1. Ownership of Strategic alignment, creation of client-specific Success plan.
  2. Ownership of executive sponsorship program, internal and external engagement.
  3. Identify and deliver quick value amidst implementation phase.
  4. Revisit and realign with client leadership regularly.
• Adoption
  1. Consult and advise on Best Practice guidance to ensure value realization.
     • Year 1: Biweekly meetings, Midyear health check/reporting, own and lead 2+ dedicated Configuration Refinement sessions per year, Business Review and subsequent alignment, and launch Executive Sponsorship Program.
     • Year 2: Quarterly meetings, Business Review and subsequent alignment, own and lead 1+ dedicated Configuration Refinement session.
• Shared participation of scaled Success operations
  1. Participation in shared ownership of success inbox during time designated.
  2. Ownership of assigned sessions of Success Office Hours as associated activities.
  3. Lead assigned Success, Release/Roadmap webinars, client events and related activities.

Qualifications and Skills

• 4-5+ years experience in SaaS Client Success role (exclusive of Account Management experience), responsible for achieving net and gross retention goals 
• Experience leading and executing strategic-level client engagement and effectively driving successful outcomes. 
• Intermediate functional understanding of SLDC and systems management; conceptual understanding of connectivity of multiple systems and data workflows. 
• Familiarity with Microsoft Suite (Excel, Word, PowerPoint, Outlook) experience required.
• Experience illustrating clients’ ROI alongside progressive success journey required. 
• Proven ability to manage multiple enterprise clients with minimal oversight; effectively prioritize multiple, sometimes competing, workstreams with little to no guidance. 
• Excel in application of previous learnings and feedback to emerging challenges.
• Personal accountability and organization is essential. 
• Eager to apply structure and bring complex scenarios to resolution. 
• Excellent written and verbal communication skills.
• Willingness to ‘roll up the sleeves’ to review, analyze and assess data.   
• Approach with client empathy and execute with professional responsiveness. 
• Executive presence and presentation capabilities with ability to adapt to audience in real time. 
• Available and willing to travel up to 25% for client and company activities; track billable and non-billable time and expenses. 
• Candidate must be fully committed to conducting business with the utmost integrity and in full compliance with policies, procedures and legal requirements.