As a member of our Client Success team, you will be responsible for relationship management for a group of our mid-market accounts.  The Client Success Manager will work with their assigned clients to develop strong client relationships, drive operational success using the Registria solutions, meet revenue retention goals and identify opportunities with our sales team to grow the value we provide to your assigned clients. The position includes defining and tracking success metrics with your clients, understanding best practices for improvement, and identifying areas for the clients to implement those strategies across their business.  We are looking for a motivated individual who is adept at developing strong relationships with clients while communicating opportunities to increase ROI from the solution.

The role requires proactive engagement with clients focused on objectives including net revenue retention, product adoption, relationship management, and operational success.  You are ultimately responsible for owning the success of your clients with Registria. This is not a business development or sales role.

The ideal Client Success Director candidate should have a combination of experiences in SaaS, brand/retail, digital marketing, eCommerce, extended warranty and/or CRM in client-facing roles such as Management Consulting or Customer Success Management.

Essential Duties 

Key requirements:

• Become a subject matter expert on assigned client base including an understanding of their defined success metrics and how Registria solutions can fulfill their requirements.
• Maintain existing client relationships and broaden those across the organization to create a long-term relationship and reduce risk for single point of failure.
• Track and understand operational success, risks and metrics for optimum performance and ROI for clients. Communicate key metrics to assigned clients.
• Utilize consulting skills to identify opportunities for growth and product expansion and then support our sales team to upsell these strategic solutions.
• Deliver business reviews, manage regular customer meetings, and prepare detailed client updates outlining successes and opportunities.
• Partner with our implementation team to ensure that client projects are delivered according to requirements and Best Practices.
• Work closely with internal teams including implementation, engineering, product management, support, marketing services and QA to ensure our clients receive the best solution for their business.
• Complete all required administrative functions for tracking customer communication, issues, and metrics.
• Perform other duties as assigned.
• Some travel required. 

Required Knowledge/Skills/Attributes

• Passion for technology and being part of a fast-growing SaaS company combined with technical and analytical skills.
• An effective team player with a high level of initiative and the ability to work well in a team environment.
• Experience in working with complex, multi-divisional, multi-geographical clients.
• Strong client skills combined with project management, time management, problem solving and organizational skills with the ability to manage multiple projects and priorities at one time with a focus on results.
• Impressive executive presence and communication abilities.
• Ability to create structure in ambiguous situations and design effective processes.
• Ability to perform under pressure, meet deadlines and work across organization boundaries to create a successful outcome.
• Exemplary communication skills (persuasive written, compelling oral).

Education

Bachelor’s degree (or equivalent combination of education and experience required)

Experience

• 4+ years’ experience in managing enterprise client relationships and project management.
• Experience in SaaS, brand/retail, digital marketing, eCommerce, extended warranty and/or CRM.
• Client facing experience in roles such as Management Consulting, Customer Success, Account Management.
• Familiarity with tools such as Saleforce.com, Jira and Microsoft Office applications including Word, Excel, PowerPoint, Teams and Outlook.