Note: The job is a remote job and is open to candidates in USA. DataOceans is a leader in Customer Communications Management (CCM) solutions. The Client Success Manager serves as the primary relationship owner and trusted advisor for assigned client accounts, driving satisfaction, retention, adoption, and value realization. The role manages client relationships and projects, identifies growth opportunities, collaborates cross-functionally, and advocates for client needs.
Responsibilities
- Serve as the day-to-day relationship manager for assigned accounts, building trust and rapport across all client stakeholders. Develop a comprehensive understanding of each client’s business strategies, industry trends, and key objectives to deliver tailored solutions and guidance
- Proactively monitor client health and satisfaction, identifying risks and opportunities to improve detention and loyalty
- Lead regular strategic reviews to assess progress toward client goals, uncover new business opportunities, and ensure clients are maximizing the value of DataOceans’ solutions
- Identify and recommend additional capabilities, enhancements, and services that align with client business plans and challenges
- Collaborate with clients to develop growth strategies and drive adoption of new features or solutions
- Work closely with internal teams to address client needs, resolve issues, and ensure service excellence
- Maintain service level agreements and communicate effectively with clients regarding platform updates, enhancements, and project milestones
- Coordinate and manage client projects, including scope definition, requirements gathering, and deployment of enhancements
- Oversee all aspects of the project lifecycle, ensuring clear communication and seamless execution
- Demonstrated ability to leverage AI-powered tools to improve client communications, accelerate problem solving, generate insights, and enhance productivity while maintaining appropriate human oversight, data security, and compliance standards
- Willingness to interact with, refine and over time develop AI agents in accordance with corporate AI policy and other compliance procedures governance and standards
- Act as the voice of the client within DataOceans, advocating for their needs and sharing insights to inform product development and service delivery
- Recommend process improvements and best practices to optimize client outcomes
Skills
- • Bachelor's Degree and/or 2–4 years of professional experience in client success, account management, project management, consulting, or related roles
- • Experience in client-facing roles with demonstrated ability to build relationships and influence stakeholders
- • Strong written and verbal communication skills
- • Analytical and problem-solving abilities, including root cause analysis
- • Experience managing multiple priorities and projects to maximize client value
- • Technical acumen, with the ability to quickly learn and articulate concepts related to web, mobile, SMS, email, and digital communication technologies
- • Proficiency with Microsoft Office applications
- • Experience with the software development project lifecycle (e.g., design, development, QA testing, implementation)
- • Familiarity with JIRA Service Desk, Confluence, or equivalent solutions
- • Exposure to enterprise platforms such as CCM, CXM, ECM, Document Management, CRM, or marketing automation systems
- • Ability to interact with and influence stakeholders at all organizational levels
- • Experience developing and presenting client success strategies and business insights
- • Highly collaborative, self-motivated, creative, and goal-oriented
- • Demonstrated organizational and operational skills to manage and support clients at scale
- • Consulting, digital marketing, or sales/client success experience is a plus
Benefits
- Medical
- Vision
- Dental
- 401k
- Hybrid or remote work in the continental U.S. is also an option
- This is a growth-oriented position with opportunities for advancement within the Client Success Team and across Sales, Marketing, Project Management, or Product Management.
Company Overview