Client Success Manager

The Client Success Manager drives customer retention, expansion, and overall account growth for the company’s SaaS offerings. This role focuses on building trusted relationships with clients, identifying opportunities for upselling and renewal, and ensures a seamless post-sale experience. The CSM partners closely with Sales, Product, and Implementation teams to deliver value across the entire customer lifecycle to promote platform adoption and long-term engagement.

· Client Relationship Management & Retention

• Serve as the primary post-sale contact for assigned clients, guiding them through onboarding and adoption.
• Represent the client’s voice internally to ensure consistent delivery and experience standards.
• In partnership with Account Managers, proactively manage renewals to maintain and improve customer retention and net revenue retention (NRR).

Expansion & Revenue Growth

• Identify and execute upsell and cross-sell opportunities based on client needs and usage patterns.
• Collaborate with Sales and Marketing to develop account expansion strategies aligned with ARR goals.

Client Engagement & Value Realization

• Conduct quarterly business reviews (QBRs) to assess progress, communicate ROI, and present opportunities for increased value.

Onboarding & Implementation

• Assist new clients during onboarding to ensure successful implementation and adoption milestones are achieved.

Product Feedback & Advocacy

• Partner with the Product team to relay client feedback and inform roadmap priorities.

Data Analysis & Reporting

• Analyze client health reporting metrics and engagement data to anticipate risks and drive proactive outreach.
• Maintain accurate records in CRM and Customer Success tools to forecast renewals and expansion revenue.

• Strong client-facing consultative selling and relationship-building skills.
• Excellent organizational, presentation, and communication abilities

Requirements

• Bachelor’s degree or equivalent experience.
• 5+ years of experience in Customer Success, Account Management, or Strategic Sales within a SaaS environment.
• Proven record of driving renewals and expansion in subscription-based business models.
• Familiarity with CRM platforms and Customer Success platforms; experience with HubSpot and/or Vitally a plus.
• Experience in the Pharma/Life Sciences industry a plus

Benefits

Unboxed team members benefit from our comprehensive compensation and rewards program which includes:

• Competitive salary and benefits
• Ample paid time off – 5 weeks PTO (pro-rated in 1st year), 6 paid holidays plus winter break between 12/26 and 1/1
• Dynamic and convenient office location – unlimited snacks, casual dress code, covered parking and gym on site
• Open communication and a commitment to fostering teamwork across the organization