Position: Manager, Client Success
Reports To: Senior Director, Client Success
Department: Client Success
Location: Remote, US (Eastern Time Zone)
Work Authorization: US Citizenship Required
BlueVoyant is seeking an experienced, player-coach Manager, Client Success to lead a team of 5–10 Client Success Managers (CSMs) within an assigned territory. This fully remote role will drive customer retention, satisfaction, and expansion across your portfolio, while fostering cross-functional collaboration to ensure customers achieve maximum value from BlueVoyant’s platform and solutions. Your impact will directly influence Net Revenue Retention (NRR), Gross Retention Rate (GRR), and customer satisfaction, as you scale best practices globally and tailor them to your territory’s unique market dynamics.
What You’ll Do:
- Lead, mentor, and grow a high-performing team of 5–10 Client Success Managers (CSMs).
- Conduct regular 1:1s, performance reviews, and training plan reviews.
- Own new CSM onboarding, including documenting 30/60/90-day plans and conducting reviews.
- Track CSM utilization and bandwidth to ensure balanced, tier-appropriate account coverage.
- Act as hiring manager for open roles within the team.
- Foster a culture of accountability, customer-centricity, and data-driven decision-making.
- Develop CSMs as trusted advisors with deep knowledge of each customer’s cyber program goals and tailored account plans that drive long-term partnership.
- Design and execute territory-specific strategies for adoption and retention.
- Directly manage a portfolio of customer accounts, with an emphasis on Strategic and Tier 1 accounts.
- Partner with Sales on account planning, growth opportunities, and churn mitigation.
- Monitor customer health metrics (risk, adoption, CSAT) and proactively report and address portfolio risk.
- Lead retention and churn-prevention efforts for the team, including playbooks and churn war rooms, to ensure customers are on target for renewal.
- Ensure a consistent customer operating rhythm across the team, including transition from deployment to steady state and quarterly value discussions.
- Accurately forecast renewals, revenue, and attrition for the team.
- Track and report team performance (NRR, GRR, CSAT/NPS) to Client Success leadership.
- Deliver monthly reporting covering churn and downsell (with reasons), expansions, customer exit interviews, risk, and adoption.
- Identify expansion opportunities (upsell, cross-sell) and guide CSMs in execution.
- Analyze territory trends to refine strategy and share insights with leadership.
- Serve as the executive escalation point for critical customer issues, escalating to BlueVoyant leadership as needed.
- Partner with Deployment, Support, Operations, and Engineering to resolve escalations swiftly.
- Relay customer feedback to Product teams to influence roadmap priorities, and support a 360-degree view of customers.
- Build relationships with key decision-makers and champions in high-value accounts.
- Work directly with BlueVoyant’s Executive Leadership Team to align and coordinate support for our largest accounts.
What You’ll Bring:- 8+ years of experience across client services, IT, and cybersecurity, including 2+ years leading or mentoring Customer Success or account management teams.
- Experience hiring, onboarding, coaching, and managing the performance of individual contributors.
- Extensive experience managing large, complex accounts with multiple lines of business and stakeholders.
- Proven track record of owning renewal and retention outcomes and accurately forecasting revenue and attrition.
- Experience with, or certifications in, Microsoft Security tooling.
- Comfort using CRM and customer health data (e.g., Salesforce) to drive decisions and report on portfolio performance.
- Ability to identify the buying landscape within customer environments and maintain relationships with critical decision-makers.
- Excellent written and verbal communication skills, including executive-level presentations to customers and internal leadership.
- Ability to define, create, and execute service improvement plans across a portfolio.
- Ability to create, adhere to, and influence standard organizational systems and processes, driving efficiencies across Client Success.
- Superior organizational skills and the ability to adapt to quickly evolving environments.