Job Summary:
The Customer Success Manager (CSM) at InformData is a critical member of our Client Success team, responsible for driving consistent client value realization through disciplined execution, proactive partnership, and data-informed engagement. This role owns the day-to-day client relationship, ensuring adoption aligns with defined business outcomes and that risks and growth signals are identified early.
The CSM operates as the central coordinator of client context, translating usage data into actionable guidance, maintaining strong internal alignment, and enabling Account Executives (AEs) to execute on expansion opportunities.
Success in this role is defined by consistent execution, strong client and internal partnership, early risk identification, and high-quality internal coordination, rather than reactive support or relationship management alone.
Job Responsibilities:
Client Value & Adoption Execution
- Execute success plans aligned to documented client outcomes and business goals
- Track, analyze, and explain usage trends and adoption metrics on a regular cadence
- Translate data (volume, TAT, quality, etc.) into actionable client recommendations
- Adjust engagement strategy based on client maturity and adoption progress
- Guide clients toward consistent value realization through structured, insight-led conversations
Day-to-Day Client Partnership
- Own the ongoing client relationship, including communication cadence and meeting structure
- Lead recurring client meetings with forward-looking, outcome-oriented agendas
- Act as the primary point of contact for client usage, adoption, and workflow guidance
- Maintain consistent documentation of goals, feedback, risks, and next steps
- Ensure continuity and clarity during client changes (e.g., staffing, ownership shifts)
Risk Awareness & Escalation
- Identify early warning signs across usage trends, engagement patterns, and client sentiment
- Maintain visibility into open issues and unresolved concerns
- Escalate risks with clear context, supporting data, and recommended mitigation steps
- Partner with AEs and internal teams to proactively address risks before renewal impact
- Monitor and communicate account health consistently
Expansion Signal Identification
- Identify upsell signals based on usage trends and client conversations
- Assess and articulate client readiness indicators (operational, stakeholder, and timing)
- Coordinate structured CSQL handoffs to AEs with clear context and supporting insights
- Support early-stage opportunity conversations by providing adoption and value context
- Maintain alignment with AEs on account growth opportunities
Internal Coordination & Documentation
- Act as the central source of truth for client context, including goals, usage, risks, and history
- Coordinate internal stakeholders for client meetings, QBRs, and initiatives
- Maintain accurate and up-to-date documentation across systems (HubSpot, Account Plans, Teams Channels)
- Communicate client updates, risks, and wins clearly across internal teams
- Ensure continuity and alignment across Customer Success, Sales, Product, and Operations
Cross-Functional Collaboration
- Partner with AEs on account health, renewal readiness, and expansion signals
- Work with Customer Experience Partners (CEPs) to ensure issue resolution and feedback loops
- Align with internal teams to coordinate proactive client engagement and mitigation strategies
- Support QBR preparation through data gathering, insight development, and internal alignment
Please note that this job description is meant to give a basic understanding of the position and does not cover every part of the job duties and requirements. InformData reserves the right to change or assign other duties to this position at any time.
