Customer Success Manager

About the Role: Customer Success Manager

We’re actively hiring for an experienced, client-facing Customer Success Manager (CSM) to design and launch our new Customer Success Program. This person will serve as the primary lead on our CSM program and act as the post-placement relationship partner for our customers. The role is to ensure customers receive maximum value from our HR technology consulting services, while proactively driving customer satisfaction, repeat business, expansion, and referrals.

The Customer Success Manager will act as a trusted advisor and long-term partner, not just a point of contact. You’ll work closely with customers and internal teams to ensure consulting assignments are successful, feedback is captured and acted on, and future opportunities are identified well before an engagement ends.

This role blends strategic planning, relationship management, revenue growth, program implementation and execution, and data-driven accountability.

Key Objectives

• Design and launch our CSM program.
• Build and maintain strong client relationships with existing clients.
• Drive client retention, repeat engagements, and expansion revenue.
• Turn satisfied clients into active referral partners.
• Ensure consistent quality assurance and feedback loops.
• Position our firm as a long-term strategic partner - not a one-time vendor.

Core Responsibilities

Strategy Design & Launch

• Assess our current processes, services, and customer base to identify opportunities for developing an effective and scalable Customer Success Management (CSM) program.
• Design the full CSM framework, including processes, engagement cadences, performance metrics, program goals, and clearly defined stakeholder responsibilities.
• Determine the resources, tools, and team structure required to successfully launch and sustain the program long term.
• Lead the launch of the CSM program and ensure it achieves the agreed-upon success metrics and timelines.

Client Success Program

• Continuously evaluate and refine the Client Success Program (CSP) to ensure it meets business objectives and operates efficiently at scale.
• Own the strategy and execution for tracking CSP performance, ensuring outcomes are measurable, actionable, and easy to manage.
• Maintain full accountability for the success of the CSP, proactively identifying opportunities for improvement and driving ongoing program optimization.

Client Onboarding & Post Placement Kickoff

• Lead post-placement CSP onboarding for clients, aligning expectations on timelines, deliverables, communication preferences, and success criteria.
• Deliver “Welcome to Client Services” materials and explain the Client Success Program.
• Introduce referral incentives and outline ongoing engagement touchpoints.
• Serve as the ongoing CSM throughout the engagement.

Ongoing Relationship Management & Quality Assurance

• Conduct scheduled check-ins with Account Managers on current client accounts.
• Administer quality and performance surveys to assess consultant effectiveness.
• Proactively identify and work with Account Managers to resolve concerns before they escalate.
• Share actionable feedback internally to support consultant coaching and process improvement.
• Ensure smooth handoffs when consultants approach the end of a placement.

Client Feedback, Satisfaction & NPS

• Own the client feedback lifecycle, including post-project surveys and NPS.
• Track and analyze satisfaction metrics (CSAT, NPS, survey response rates).
• Use insights to improve service delivery and client experience.
• Identify clients with high referral and expansion potential based on engagement and satisfaction.

Growth, Expansion & Repeat Business

• Track upcoming client initiatives including HRIS roadmaps, HR projects and HR AI Transformation initiatives we can support.
• Recommend consultants for future projects and additional service areas.
• Drive repeat engagements by keeping clients warm between projects.
• Reduce time between engagements by proactively identifying new opportunities.

Referral Program Ownership

• Build, manage, and scale a structured client referral program.
• Identify clients most likely to refer based on satisfaction and engagement data.
• Incorporate referral asks into end-of-project conversations, check-ins, and newsletters.
• Provide referral-ready content (email templates, talking points, shareable resources).
• Manage referral incentives including recognition, exclusive resources, professional development, events, and charitable giving options.
• Track referral participation, conversion rates, and revenue impact.

Client Community & Engagement

• Coordinate client-only resources such as industry insights, HRIS checklists, and best-practice guides.
• Partner on targeted newsletters and client spotlights.
• Invite and engage clients in webinars, conferences, and appreciation events.
• Foster a sense of long-term partnership and community.

Metrics, Reporting & Program Optimization

• Track and report on key Client Success KPIs, including: Client satisfaction (CSAT, NPS), Check-in completion and survey response rates, Repeat business and expansion revenue, Referral participation, conversion, and revenue, Consultant performance ratings.
• Maintain accurate client and engagement data in CRM (Bullhorn).
• Support dashboards and reporting to measure program success and inform leadership decisions.
• Contribute to pilot programs and continuous improvement of the Client Success model.

Qualifications

• 3–7+ years of experience in Customer Success, Account Management or Relationship Management.
• Experience in consulting, staffing or professional services.
• Knowledge or experience of HR technology services, HR software, or HR solutions preferred.
• Proven ability to drive revenue growth from existing accounts.
• Strong communication and relationship-building skills.
• Highly organized with the ability to manage multiple client relationships simultaneously.
• Comfortable with data, metrics, and CRM systems.
• Proactive, consultative mindset with strong follow-through.

Remuneration & Benefits

Base Salary: $90K (+ Bonus / Commission: OTE $125-140K)

Bonus: Paid quarterly based on 4 pillars:

• Repeat Business & Expansion Revenue (50%)
• Referral Revenue (25%)
• Client Retention & Satisfaction (15%)
• Program Execution & Operational Excellence (10%)

Benefits:

• Unlimited PTO + 10 federal holidays of your choice.
• Hybrid or Remote Model: Expenses paid travel to our corporate office in Boulder, CO, 2-3 times per year (approximate duration of 2 nights / 2 days per trip).
• Medical, Vision & Dental Health Insurance or $300 monthly stipend after 90-day probationary period.
• $250 quarterly Wellness Program stipend.
• 401K match after 1 year.

Key skills/competency

• Customer Success Management
• Client Relationship Management
• Program Design & Launch
• Client Retention
• Revenue Expansion
• Referral Program Management
• HR Technology Consulting
• CRM Systems (e.g., Bullhorn)
• Data Analysis & Reporting
• Strategic Planning