Job Description
SUMMARY:
The Manager, Client Success acts as a player-coach, balancing direct responsibility for 1-2 accounts with leadership of a team focused on Avetta’s expansion accounts. This means the role is hands-on in managing client relationships and retention, while simultaneously guiding, coaching, and setting standards for the team in delivering and growing value across the customer base.
Preferred location for this position would be hybrid in our Lehi or Houston office.
If residing within commutable distance to one of our offices, a hybrid schedule would be required, (3 days in office, 2 days work from home). Remote work may be considered for those outside of commutable distance to an office.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Own a portfolio of expansion accounts with responsibility for renewal, expansion, and relationship development.
- Directly manage 1-2 accounts, including executive relationships and multi-year roadmap.
- Lead Executive Business Reviews and value discussions that tie Avetta to client business outcomes.
- Build and execute structured success plans that articulate the client’s vision and short- and long-term success.
- Lead and coach a team of Client Success Managers supporting expansion accounts.
- Set clear expectations for success planning, stakeholder mapping, and value realization.
- Hold team members personally accountable for their performance and provide honest and timely coaching where needed.
- Partner cross-functionally with Sales, Product, Marketing, and Support to enable team success and remove roadblocks.
- Partner with Account Management to execute expansion delivery (new products, new sites, new business units, increased adoption).
- Use data (usage, health scores, VOC) to proactively manage risk and identify opportunity.
- Maintain accurate retention forecasts, health updates, and plans in CRM and CS tools.
- Contribute to and refine Avetta’s client lifecycle and Path to Value playbooks and ensure the team is delivering the program as intended.
IDEAL EXPERIENCE, EDUCATION & TRAINING:
- 5–7+ years in Customer/Client Success, Account Management, or related roles, with 1+ years leading teams.
- Proven success managing complex enterprise accounts with strong retention and expansion results.
- Executive presence and confidence leading VP/C-level meetings.
- Experience building and executing structured success plans.
- Data-driven, comfortable using CRM and customer success platforms.
- Experience in SaaS, risk management, supply chain, EHS, or compliance.
- Global or multi-region client experience.
- Familiarity with Salesforce and platforms such as ChurnZero/Gainsight/Totango.
- Balances strategic thinking with hands-on execution.
- Builder mindset for improving processes and playbooks.
- Strong people leader who sets a high bar and develops talent.
- Client-obsessed, structured, and clear in communication.
- Travel up to ~10% for onsite client meetings, executive business reviews, and internal planning.
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