Client Success Manager

Job Expectations

Position Summary: The Client Success Manager owns the overall client relationship, ensuring clients receive consistent value from MapleTronics’ solutions while strengthening satisfaction and long-term retention. This role leads the engagement rhythm for assigned accounts, coordinates internal resources, and partners with technology resources to provide proactive planning, strategic guidance, and a cohesive client experience.

Skills/Requirements:

Proven ability to build and maintain strong client and executive level relationships, serving as a trusted advisor and point of accountability.

Strong strategic thinking and business acumen, with the ability to connect technology solutions to business goals, financial priorities, and long-term planning.

Excellent verbal, written, and presentation skills, including the ability to communicate recommendations and facilitate discussions with decision makers.

Solid understanding of managed services, IT solutions, Technology Service Provider offerings, and technology trends impacting clients.

Demonstrated ability to identify opportunities and create value through insights, planning, and strategic roadmap discussions.

Strong influence and negotiation skills, with the ability to guide decisions, and align stakeholders around mutually beneficial outcomes.

Proven ability to work cross-functionally, collaborating effectively with sales, technical, operations, and professional services teams.

Essential Duties/Responsibilities:

Lead the Client Communication Cadence

Maintain consistent communication based on each client’s assigned tier.

Set expectations, provide recaps, and schedule clear next steps.

Monitor and strengthen account health

Maintain an accurate understanding of client confidence, satisfaction, and perceived value.

Identify risks early and lead corrective plans before concerns result in client churn.

Coordinate delivery and advocate for clients.

Engage service, operations and professional services resources as needed.

Ensure commitments are fulfilled and clarify ownership and deadlines to minimize escalations.

Advance technology strategy and planning for clients.

Prepare for and lead Business and Technology Reviews.

Maintain lifecycle plans and advance priorities based on each client’s tier and maturity.

Create growth through demonstrated value.

Identify opportunities based on client insights, needs, and priorities.

Connect recommendations to business goals and budgets while coordinating next steps with the client and internal teams.

Measures of Success: Success in the Client Success Manager role is demonstrated through:

Strong client retention and reduced preventable churn.

Growth and health of recurring client relationships.

High levels of client satisfaction and positive stakeholder feedback.

Strong relationships with decision makers and executive stakeholders.

Consistent execution of business reviews, client communication, account planning, and follow up.

Effective Technology Maturity Roadmaps and lifecycle planning.

Proactive identification and management of client risk.

Development and advancement of opportunities that create measurable client value.

Accurate actionable client information within MapleTronics’ systems.

Increasing depth of business acumen, strategic advisory capability, and account management effectiveness.

Company Expectations: MapleTronics Teammates are committed to living out our core values. Teammates are expected to:

Demonstrate professional character, attitude, and appearance at all times.

Aspire to expand their knowledge and skill set.

Think in ways that seek possibility, call out potential, and do not settle for the easy answer.

Provide service to all with joy-filled energy.

Develop and journey toward fulfillment of their own personal and professional mission.

Hold others within the organization to the same standards expected from them.