Client Success Manager

We are seeking a proactive and relationship-driven Client Success Manager (CSM) to join our team.  

In this role, you will be the trusted advisor for our clients and partners—driving satisfaction, retention, and growth through exceptional support and strategic guidance. The CSM acts as a liaison between clients/partners and internal departments including Sales, Product, Marketing, Finance, and Operations to ensure a seamless client experience from onboarding through ongoing service delivery.

If you thrive in fast-paced environments, enjoy problem-solving, and are passionate about delivering “White Glove” customer support, we want to hear from you.

Essential Functions

1. Client/Partner Relationship Management- Serve as the primary point of contact for assigned clients/partners. Build trusted relationships to ensure ongoing satisfaction and long-term engagement. Allow Sales Team members to focus on new business development.
2. Issue Resolution & Escalation Management- Act as the escalation point for client/partner issues. Understand client/partner business needs to deliver tailored solutions.
3. Sales Support & Growth Opportunities- Identify upsell and cross-sell opportunities within existing accounts. Assist the Sales team in client/partner engagement and retention strategies.
4. Cross-Functional Project Collaboration- Coordinate and/or lead project calls between Engineering, Operations, and Sales. Act as liaison for internal and external project implementation.
5. Client/Partner Onboarding & Enablement- Guide new and existing clients/partners through onboarding. Facilitate training, enablement, and product/service adoption.
6. Client/Partner Satisfaction Monitoring- Regularly assesses client/partner needs and satisfaction levels. Ensure clients/partners are receiving maximum value from services.
7. Portal Training & Support- Train and support users on effective portal use. Maintain relevant content to ensure ease of navigation and alignment with goals.
8. Feedback Management- Collect and track client/partner feedback. Advocate internally for improvements based on insights.
9. Sales Concession & Credit Review- Act as point of contact for handling sales concession or credit review processes.
10. Content & Knowledge Management- Maintain organized, relevant, and up-to-date client-facing content.
11. Internal/External Stakeholder Collaboration- Work closely with internal departments and external client/ partners to ensure seamless execution and service. Foster internal alignment and drive strategic partner acceleration.
12. Other Duties as Assigned

Competencies

• Strong Communication Skills
• Relationship Building
• Technical Acumen (especially in Sales/CRM tools)
• Influence & Negotiation
• Results Oriented
• Self- Motivation and Initiative
• Time Management and Prioritization
• Problem Solving and Analytical Thinking

Required Education and Experience

1. Prior experience in client success, account management, or sales support preferred
2. Sales Operations a plus 
3. Telecommunications  experience not required but helpful
4. Familiarity with CRM and customer success tools, (Salesforce, HubSpot, Gainsight, etc.) is a plus.
5. Knowledge of sales principles and customer service practices.
6. Ability to travel upon client/partner/organization needs.
7. Exhibit professionalism, a strong work ethic, and a commitment to integrity.
8. Excellent communication skills, with the ability to build trust and rapport quickly, and clearly articulate a value proposition.
9. Strong customer service orientation with ability to develop and maintain relationships, internally and externally.
10. Initiative, follow-through, strong time-management skills, and the ability to multi-task.
11. Proficiency with Microsoft Office Suite.
12. Proven ability to successfully manage multiple accounts, prioritize competing demands, and consistently meet deadlines.
13. Strong Analytical and problem-solving skills with the ability to translate client needs into clear, actionable solutions.
14. Thrives in fast-paced environment and collaborates effectively with cross-functional teams to achieve organizational goals.

Compensation & Benefits 

• Annual Salary: $50,000 to $65,000 (based on experience) 
• Benefits:
  • Medical, Dental, Vision
  • 401(k) with Match
  • Basic & Voluntary Life Insurance
  • Short & Long-Term Disability
  • Healthiest You! Telehealth Services
  • Accident, Disease, and Hospital Confinement Insurance
• Paid Time Off (PTO):
  • Accrued PTO
  • 4 hours of PTO on your birthday
  • Paid Holidays
  • 1 Floating Holiday of your choice
• Travel: Occasional travel may be required for conferences, off-site meetings, or company events.

How to Apply

If you're a proactive, organized client success manager looking for a fast-paced and supportive team environment, we’d love to hear from you. Apply today and help support the success of TailWind Voice & Data.

Compensation$50,000 to $65,000 annually