Job description
Client Success Manager (Remote, Eastern US)
What we believe
In the past two years, more than a trillion dollars have been invested in software companies at record prices. And in many cases, the underlying tech is the greatest enabler to the business strategy. But has the approach to govern technology value creation caught up to the magnitude of the risk?
We believe a better way is possible – a more programmatic, proactive approach to actively manage technology throughout the investment lifecycle – and that’s what we do.
Our role
We know that technology can create truly transformative change, and its role in business is only growing. Crosslake is here to support the changemakers and help them buy, build and run better technology.
What we value
You could be a good fit for Crosslake if you see yourself reflected in our guiding values:
Service. We effect change by empowering others.
Curiosity. We believe great advice starts with deep understanding.
Credibility. Our expertise is earned and proven.
Commitment. It’s our privilege to serve clients in their critical moments.
Creativity. We are inspired by the constant pursuit of better.
Overview
The Client Success Manager (CSM) will play a key role in ensuring the overall success of Crosslake’s client relationships. Regularly interacting with senior leadership and key client contacts, the CSM will help drive processes critical to client acquisition, project execution, account management, and overarching client satisfaction. The role requires impeccable attention to detail, a solutions-oriented attitude, and extraordinary communication skills with a client service mindset. Data is of utmost importance, and the ideal candidate will feel a sense of ownership and responsibility for the company’s systems of record, including its CRM, to ensure we are best positioned to meet client needs day in and day out.
Expected Results
- Maintain client data records to ensure high-quality, reliable information from business development pipeline through project closeout
- Administration of client account and project document processes (e.g., Master Service Agreements, Statements of Work, Non-reliance Letters, etc.) yielding consistent, timely execution
- Coordinating early-stage client engagement logistics both internally and externally – including setting up proposal reviews, scheduling meetings to refine scoping, verifying staffing readiness, and calendaring pre-kickoff meetings – enabling a successful project launch
- Reviewing opportunities in the business development pipeline to ensure they are set up for success upon closing (e.g., appropriate documentation underway, staffing needs understood, etc.)
- Provide general administrative support critical to client-facing leadership (generating reporting / analytics regarding projects and accounts, collaborating across internal teams to drive process execution, engaging in general internal and external correspondence / calendaring, etc.) to promote client relations success
- Other responsibilities as assigned by Management
Requirements
- Minimum of 3 years of client operations experience or in a sales support role
- BA / BS in related field
- Familiarity with CRM systems (SalesForce and HubSpot preferred) with the ability to create reports and extract data as needed
- Proficiency in Microsoft office products such as Word, Excel, SharePoint, and PowerPoint
- Strong analytical, organizational, and time management skills with an eye for detail
- Solid data analysis and data cleansing skills
- Excellent teamwork, interpersonal, communication, and customer service skills
- Ability to manage multiple priorities and deadlines
