General Description
The Client Success Manager is responsible for managing the onboarding and successful implementation of all Forwood solutions, including CRM, Risk, Safety+, and Compliance+. This role ensures clients achieve their desired outcomes by leveraging Forwood’s products and services while building strong relationships to enhance client satisfaction, retention, and long-term success. The Client Success Manager plays a pivotal role in driving value for clients throughout their engagement lifecycle.
Main Responsibilities
- Lead client onboarding and implementation, ensuring a smooth transition from contract signing to successful adoption of our SaaS solutions.
- Plan and manage implementation projects, including onboarding timelines, milestones, deliverables, and client communications to ensure projects are completed on schedule.
- Deliver product training, workshops, and onboarding sessions to help clients confidently adopt and maximize the value of our platform.
- Build and maintain strong client relationships by acting as the primary point of contact, conducting regular check-ins, and understanding business needs.
- Drive customer success and retention by proactively identifying challenges, improving client satisfaction, encouraging product adoption, and identifying opportunities for account growth.
- Collaborate with Product, Technical Support, and Marketing teams to resolve customer issues, share client feedback, and continuously improve the customer experience.
- Create and maintain customer documentation, including onboarding guides, knowledge base articles, and best practices to support both clients and internal teams.
Key Requirements
- Bachelor's degree in Business, Project Management, or a related field.
- 3+ years of experience in Client Success, Customer Success, Project Implementation, or Account Management.
- Experience in a SaaS or enterprise software environment.
- Strong project management and stakeholder management skills.
- Excellent communication, presentation, and problem-solving abilities.
- Experience delivering customer onboarding, training, and change management initiatives.
- Customer-centric, proactive, and able to manage multiple client projects simultaneously.
- Fluency in Portuguese, English, and Spanish.
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