Client Success Manager

The Mom Project is excited to partner with our client, a software company located in Chicago! The Client Success Team serves as both the front-line for internal decision-making processes, and as the quarterbacks for their customers’ needs. Your job will be to maintain and increase the retention rate of their customers by understanding their objectives and creating customized adoption plans around them. You will step into each of their customers’ organizations’ day-to-day to see how the product can bring value to various teams therein.

Key Responsibilities:

Maintain and increase company's retention rates:

With clients:

Understand and execute against client business objectives, showcasing the value of company's solutions at every interaction. Interactions may include:

• Creating custom onboarding, training, and engagement plans for new customers


• Understand customers’ market research landscape and reporting methods 


• Work with clients’ research vendors to centralize research projects


• Helping build dashboards using customers’ research data 


• Providing fast and thorough support for users


• Providing thorough breakdowns of usage and adoption for clients


• Capturing success moments to relay back to stakeholders


• Building champion users across the customer base


• Identifying potential expansion opportunities for Account Management partners

The CSM will partner with the Account Managers to ensure there is a plan in place with each client by conducting regular check-in calls for tactical items and performing business reviews for alignment of objectives and outcomes.

Simultaneously manage multiple clients who are at different points on the account lifecycle.

Maintain a deep understanding of the company's software and how its usage can provide value to clients from a variety of sectors, verticals and departments.