Client Success Manager

Job description

From the beginning, our goal was to establish an advisory firm that stands apart from the rest – one that is grounded in our Core Values and dedicated to creating a positive experience not just for our clients, but for our people too. We firmly believe in the strength of collaboration, enthusiasm, generosity, and perseverance as the driving forces behind our success. With advisory solutions spanning accounting and risk, technology-enabled transformation, and transactions, we partner with our clients to solve today’s challenges and deliver present and future value.

Our commitment to our people has earned us numerous awards including Inc5000’s Fastest Growing Companies and Glassdoor’s Best Places to Work. Explore what our employees have to say about our unique culture by clicking here.

Role Overview

Join our growing Technology Enablement practice as a trusted partner to our software clients, helping them unlock the full value of their technology investments and sustain long-term success. As a Client Success Manager within the Coupa sales team, you will leverage your relationship-building skills and solution knowledge to lead the post-implementation client experience – ensuring smooth onboarding, strong adoption, successful renewals, and continued engagement. You will work closely with the Technology Sales, Delivery, Post-Production Services (PPS), and Leadership teams to deliver a unified, high-quality client experience while identifying opportunities to deepen CrossCountry’s partnership and broaden our impact. As a Client Success Manager, your role is essential in bringing a true “one-firm” experience to our clients.

What You’ll Do

• Lead Client Relationship & Delivery Success
• Oversee the transition from implementation to PPS, ensuring a seamless handoff, complete documentation and operational readiness.
• Serve as the primary point of contact for assigned clients, helping ensure they stay supported, informed, and able to realize the full benefit of their Coupa investment.
• Build influential relationships with client stakeholders to understand their strategic priorities and how CrossCountry’s solutions can best support them.
• Coordinate issue resolution, support requests, and internal escalation management to drive a frictionless client experience.
• Drive Client Adoption, Value and Growth
• Monitor adoption trends and KPIs to proactively address risks and identify opportunities to increase ROI.
• Lead semi-annual business reviews with clients to evaluate performance, share insights, and align future needs and roadmap.
• Identify and qualify opportunities to upsell additional software licenses, modules, advisory and/or post-production services.
• Partner with internal teams (Sales, Delivery, PPS) to execute timely renewals, negotiate scope changes, and support expansion conversations.
• Enable Operational Excellence
• Maintain accurate and timely documentation of client activity, risks, opportunities and account health in Salesforce.
• Collaborate with cross-functional teams to ensure coordinated service delivery and alignment with client strategies.
• Contribute to continuous improvement by developing client success best practices, playbooks and refined onboarding processes.
• Contribute to developing and implementing firm-approved, AI-enabled solutions for clients, in accordance with company policies on data protection, intellectual property, and professional standards.​
• Stay informed about emerging AI tools and techniques and collaborate with firm leadership to identify compliant opportunities to enhance client solutions and internal processes.

What You’ll Bring

• 3+ years in Client Success, Account Management, Customer Support or related functions in a Saas or enterprise software environment.
• Proven track record managing client portfolios and driving retention, upsell, and adoption outcomes.
• Experience supporting clients through post-production activities, quarterly or semi-annual reviews, and/or renewal cycles.
• Familiarity with ERP, procurement, and/or financial systems (specifically Coupa and NetSuite) preferred.
• Exceptional communication, relationship-building, and presentation skills.
• Strong ability to navigate client conversations with professionalism, empathy and commercial awareness.
• Proficiency in Microsoft Office, especially Excel (data analysis, organization) and PowerPoint (client-ready presentations).
• Experience with CRM systems, such as Salesforce.
• Demonstrated ability to analyze client data and translate insights into action.
• Ability to manage multiple priorities in a fast-paced, team-oriented environment.
• Comfort with AI: Demonstrated ability to responsibly explore and adopt firm-approved AI tools to enhance productivity and innovation.​
• Continuous Learning Mindset: Openness to learning and applying emerging technologies including AI and automation in alignment with firm policies and client standards.​

Qualifications

• Bachelor’s degree in Business, Technology, or related field.
• Strong client-focused mindset with a passion for helping clients succeed.
• Comfortable with cross-functional collaboration and influencing without authority.
• Willingness to travel as needed.

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Benefits Summary

The CrossCountry total rewards package includes comprehensive healthcare options, including medical, dental, and vision coverage; flexible spending accounts; and a 401(k) with company matching. Additionally, employees can take advantage of generous parental and maternity leave policies, technology stipends, and wellness reimbursement programs, all designed to support both professional growth and personal well-being. For detailed information about benefits at CrossCountry, please visit our dedicated benefits site: https://www.crosscountry-consulting.com/careers/benefits/.

Equal Employment Opportunity (EEO)

CrossCountry provides equal employment opportunities (EEO) to all employees and applicants for employment and believes that respect and fair treatment are critical to creating a productive and inclusive workplace.

As an equal opportunity employer, CrossCountry is fully committed to comply with all federal, state, and local laws and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability, pregnancy, genetics, sexual orientation, veteran status, gender identity or expression or any other protected characteristic. The company also complies with pay transparency and labor laws applicable to all terms and conditions of employment.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.