Client Success Manager
ADRM · United States
- Hybrid
- Full-time
- $95,000 / year
- United States
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Job highlights
- Manage enterprise client accounts and initiatives.
- Act as primary client and internal team liaison.
- Oversee program execution and client experience.
- Utilize tech-savviness for platform demonstrations.
- Ensure client success through relationship management.
About the role
About The Role
ADRM is seeking a Client Success Manager to support and coordinate strategic client initiatives across large, enterprise accounts. This role serves as a central point of contact between client stakeholders and internal ADRM teams, helping ensure successful communication and execution across multiple services and operational initiatives.This is a highly collaborative client-facing role focused on account coordination, initiative success, and operational follow-through. The Client Success Manager will work cross-functionally across Managed Services, Design, DEFENDER™, assessments, and other strategic initiatives to help ensure clients receive a seamless and high-quality experience with ADRM.
About You
You are client-focused, highly organized, and execution-oriented, with a strong ability to manage multiple stakeholders and priorities. You’re comfortable in a client-facing role and take pride in delivering clear, professional, and reliable program execution.You’re tech-savvy (but not a developer), collaborative by nature, operationally minded, and motivated by helping both clients and internal teams succeed.
Responsibilities
Client Success & Account Coordination
- Serve as the primary point of contact for strategic client accounts and initiatives
- Lead client meetings, program reviews, onboarding sessions, and strategic discussions
- Reinforce ADRM’s position as a trusted long-term partner
- Support account growth opportunities through relationship management
- Help coordinate onboarding timelines, milestones, and deliverables across multiple client deployments
- Partner with development and internal stakeholders to help shape appropriate solutions and responses based on client feedback
- Build strong working relationships with client stakeholders and internal teams
- Support long-term client success by helping ensure a seamless and high-quality client experience
Program & Initiative Management
- Lead client onboarding sessions, training, and platform walkthroughs
- Support clients in understanding and using DEFENDER™ effectively for their operational needs
- Help maintain momentum and ensure projects and operational initiatives continue progressing effectively
- Identify gaps and proactively help resolve them
- Program & Project Management: track timelines, milestones, deliverables, risks, dependencies, and action items
- Maintain clear documentation, status updates, and reporting
- Partner with internal teams to ensure smooth execution and issue resolution
- Other duties as assigned
Requirements
- Bachelor’s degree in Program Management, Communications, Information Systems, or a related field preferred
- 5+ years of experience in client-facing program management, implementation, onboarding, or service delivery or equivalent experience
- Demonstrated experience supporting multiple accounts or stakeholders simultaneously in a structured, organized way
- Strong ability to manage programs end-to-end, including timelines, deliverables, dependencies, and follow-ups
- Comfortable working directly with enterprise and/or global clients
- Strong written and verbal communication skills, including the ability to explain technical concepts to non-technical audiences
- Tech-savvy and comfortable navigating and demonstrating SaaS various platforms
- Highly organized, detail-oriented, and proactive in identifying risks and resolving issues
- Willingness and ability to travel occasionally for on-site client meetings as needed
- Ability to work independently in a remote environment while staying closely connected to internal teams
- Able to pass a comprehensive background check
- Travel occasionally for client meetings and on-site engagements as needed
Why ADRM
- Be part of a forward-thinking physical security firm that is reshaping the industry
- Work in a collaborative environment that values balance, respect, and integrity
- Contribute to a mission-driven company with a commitment to creating a safer world
- ADRM covers 100% of health, dental, and vision insurance premiums for team members and their dependents, ensuring complete support for your well-being and that of your family
- Enjoy a robust 401(k) plan that includes a generous company match and profit sharing
- Team Pride: Because at ADRM, our people are why we exist
Key skills/competency
Client Success Manager, Account Coordination, Program Management, Stakeholder Management, Client Relations, Project Management, Service Delivery, Onboarding, SaaS Platforms, Risk Management.Skills & topics
- Client Success Manager
- Account Management
- Program Management
- Client Relations
- Service Delivery
- Onboarding
- SaaS
- Enterprise Accounts
- Project Management
- Customer Success
How to get hired
- Tailor your resume: Highlight client-facing program management and account coordination experience. Quantify achievements in client retention and satisfaction.
- Craft a compelling cover letter: Express your understanding of ADRM's mission and values, and how your skills align with client success.
- Prepare for interviews: Be ready to discuss examples of managing multiple stakeholders, resolving client issues, and ensuring program delivery.
- Demonstrate tech-savviness: Be prepared to discuss your experience with SaaS platforms and explaining technical concepts to non-technical audiences.
- Showcase organizational skills: Provide examples of how you maintain organization and manage multiple priorities effectively in a client-facing role.
Technical preparation
Familiarize yourself with SaaS platform concepts.,Practice explaining technical details simply.,Understand risk management basics.,Review project management methodologies.
Behavioral questions
Describe managing multiple client priorities.,How do you build client trust?,Share an experience resolving client issues.,How do you ensure program execution?
Frequently asked questions
- What is the primary focus of the Client Success Manager role at ADRM?
- The primary focus of the Client Success Manager at ADRM is to support and coordinate strategic client initiatives for large, enterprise accounts. This involves acting as a central point of contact, ensuring successful communication and execution between client stakeholders and internal ADRM teams.
- What kind of experience is required for the Client Success Manager position at ADRM?
- The role requires a Bachelor's degree in a related field and at least 5 years of experience in client-facing program management, implementation, onboarding, or service delivery. Demonstrated ability to manage multiple accounts and stakeholders simultaneously is crucial.
- Is the Client Success Manager role at ADRM remote or on-site?
- The job description states that the role allows for independent work in a remote environment while maintaining close connection with internal teams. However, occasional travel for on-site client meetings and engagements is also required.
- What are ADRM's core values and how do they relate to this role?
- ADRM's core values are Balance, Curiosity, Integrity, Respect, Team, and Trust. These values are integral to their operations and are expected to be embodied by employees, particularly in client-facing roles like the Client Success Manager, fostering strong partnerships and a positive client experience.
- What are the key responsibilities of a Client Success Manager at ADRM?
- Key responsibilities include serving as the primary client contact, leading client meetings, coordinating onboarding and deliverables, managing programs end-to-end, supporting account growth, and ensuring a seamless, high-quality client experience by collaborating with internal teams.
- What technical skills are needed for the Client Success Manager at ADRM?
- While not a developer role, the Client Success Manager needs to be tech-savvy, comfortable navigating and demonstrating SaaS platforms, and able to explain technical concepts to non-technical audiences. Experience with platforms like DEFENDER™ is beneficial.
- What benefits does ADRM offer to its employees?
- ADRM offers comprehensive benefits, including 100% coverage of health, dental, and vision insurance premiums for employees and dependents, a robust 401(k) plan with a company match and profit sharing, and a commitment to work-life balance.