Customer Success Manager – Client Growth & Engagement

Customer Success Manager – Client Growth & Engagement Department: CX Reports To: Head of Delivery and Operations Employment Type: Full-time; W2 Role Summary We are seeking a proactive, relationship-driven Customer Success Manager (Client Growth & Engagement) to join our Delivery organization. In this role, you will serve as a strategic bridge between client delivery, client engagement, and expansion opportunities. You will be responsible for maintaining ongoing client engagement after project kickoff, tracking relationship health, coordinating strategic touchpoints, and identifying opportunities for additional services and long-term partnership growth. Unlike a traditional sales role, this position sits within our delivery organization. You will work closely with Project Management, Client Experience, Sales, and Leadership to ensure clients remain engaged, supported, and aligned throughout their lifecycle. What You Will Do (Core Responsibilities) Client Relationship Management Serve as the primary relationship contact for assigned client accounts throughout the engagement lifecycle. Build and maintain strong working relationships with client stakeholders, including operational, technical, compliance, and executive contacts. Monitor client engagement, communication cadence, and overall account health. Maintain deep awareness of client goals, challenges, timelines, and evolving business needs. Client Engagement & Expansion Coordination Track client activity, milestones, and engagement trends across active accounts. Proactively schedule and coordinate strategic client meetings, business reviews (QBRs), roadmap discussions, and follow-up conversations. Partner with Sales, Customer Success, and Delivery teams to identify expansion, renewal, and cross-sell opportunities. Facilitate consultative conversations related to additional services, framework expansion, renewals, and long-term engagement planning. Ensure all identified opportunities are documented and routed appropriately within internal CRM workflows. Operational Coordination Maintain accurate account notes, stakeholder information, meeting records, and follow-up actions within internal systems (e.g., HubSpot, Monday.com). Coordinate internally with Project Managers, Delivery Leads, Consultants, and Leadership to ensure total alignment on account activity. Assist with onboarding transitions, engagement tracking, escalation coordination, and client follow-through. Client Health & Retention Support Monitor key indicators of client satisfaction, engagement risks, communication gaps, and potential retention concerns. Coordinate internal follow-up efforts when client responsiveness or project momentum declines. Support client retention initiatives through proactive, empathetic communication. What We Are Looking For (Requirements) Experience: Prior experience operating in a fast-paced professional services, SaaS, or cybersecurity/compliance consulting environment. Relationship Management: Comfortable managing executive-level client relationships and coordinating cross-functional communication. Commercial Curiosity: Experience supporting business growth conversations in a consultative, non-aggressive manner. Operational Excellence: High attention to detail with experience utilizing CRMs and project management tools (e.g., HubSpot, Monday.com, Salesforce). Communication: Exceptional proactive communication skills, high emotional intelligence (EQ), and active listening skills. Tech-Savvy: Comfortable utilizing AI and automation tools to enhance team performance and efficiency. Key Performance Indicators (Success Metrics) Maintaining a 100% on-time completion rate for assigned client touchpoints and strategic reviews. Meeting client response SLAs for all incoming communications. Proactively identifying and surfacing qualified expansion and renewal opportunities. Ensuring account engagement coverage across 100% of assigned accounts. Culture & Fit This role is ideal for someone who thrives at the intersection of client-facing advocacy and operational execution. We value team members who view sales enablement as a form of client service, take extreme ownership of their processes, and approach collaboration with proactive initiative and humility.