Client Success Manager
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Job Description
Client Success Manager at Aderant driving customer outcomes and software adoption for business success. Focus on value realization and proactive risk management throughout the customer lifecycle.
Responsibilities:
- Translate customer goals and challenges into clearly defined success outcomes
- Develop and maintain structured plans that align outcomes, actions, owners, and timelines
- Track progress and ensure closure of root causes impacting client success
- Drive adoption and effective use of assigned Aderant solutions
- Guide customers on best practices, workflows, and operationalization
- Support time-to-value through structured planning and ongoing engagement
- Monitor client health indicators (usage, adoption progress, CSAT, engagement signals)
- Identify and address risk early in partnership with Support, Product, Professional Services, and Sales
- Initiate structured recovery plans when outcomes or relationships are at risk
- Serve as the central point of coordination across internal teams to ensure success
- Set and manage expectations with customers and internal stakeholders
- Maintain clear, consistent communication with customers regarding progress, risks, and next steps
Requirements:
- 3–7+ years of experience in Customer /Client Success, Professional Services, Implementation, Support, Consulting, or related client-facing roles in a B2B SaaS or technology-enabled services environment
- Demonstrated ability to own customer outcomes, including driving adoption, value realization, risk mitigation, or recovery through structured plans
- Strong capability translating complex products and technical concepts into clear business outcomes for customers
- Proven experience coordinating across cross-functional teams (Support, Product, Professional Services, Sales) to resolve issues and achieve results
- Ability to manage multiple customer relationships with strong prioritization, organization, and follow-through
- High emotional intelligence with the ability to build trusted advisor relationships, including in high-pressure or escalated situations
- Comfort using data, usage insights, and health indicators to identify risk, demonstrate value, and guide customer conversations
- Disciplined communicator with strong written, verbal, and documentation skills
- Experience with CRM and Customer Success platforms (e.g., Salesforce, Gainsight, Totango, or similar) preferred
Benefits:
- Health insurance
- Retirement plans
- Flexible work arrangements
- Professional development opportunities
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