A better experience for our people and our clients

Client Success Manager

Customer Success ManagerCustomer SuccessFull TimeRemoteTeam 501-1,000H1B SponsorCompany Site LinkedIn

Location

United States

Posted

77 days ago

Salary

Not specified

EnglishERP

Job Description

• Lead Client Relationship & Delivery Success • Oversee the transition from implementation to PPS, ensuring a seamless handoff, complete documentation and operational readiness. • Serve as the primary point of contact for assigned clients, helping ensure they stay supported, informed, and able to realize the full benefit of their Coupa investment. • Build influential relationships with client stakeholders to understand their strategic priorities and how CrossCountry’s solutions can best support them. • Coordinate issue resolution, support requests, and internal escalation management to drive a frictionless client experience. • Drive Client Adoption, Value and Growth • Monitor adoption trends and KPIs to proactively address risks and identify opportunities to increase ROI. • Lead semi-annual business reviews with clients to evaluate performance, share insights, and align future needs and roadmap. • Identify and qualify opportunities to upsell additional software licenses, modules, advisory and/or post-production services. • Partner with internal teams (Sales, Delivery, PPS) to execute timely renewals, negotiate scope changes, and support expansion conversations. • Enable Operational Excellence • Maintain accurate and timely documentation of client activity, risks, opportunities and account health in Salesforce. • Collaborate with cross-functional teams to ensure coordinated service delivery and alignment with client strategies. • Contribute to continuous improvement by developing client success best practices, playbooks and refined onboarding processes. • Contribute to developing and implementing firm-approved, AI-enabled solutions for clients, in accordance with company policies on data protection, intellectual property, and professional standards.

Job Requirements

3+ years in Client Success, Account Management, Customer Support or related functions in a Saas or enterprise software environment.
Proven track record managing client portfolios and driving retention, upsell, and adoption outcomes.
Experience supporting clients through post-production activities, quarterly or semi-annual reviews, and/or renewal cycles.
Familiarity with ERP, procurement, and/or financial systems (specifically Coupa and NetSuite) preferred.
Exceptional communication, relationship-building, and presentation skills.
Strong ability to navigate client conversations with professionalism, empathy and commercial awareness.
Proficiency in Microsoft Office, especially Excel (data analysis, organization) and PowerPoint (client-ready presentations).
Experience with CRM systems, such as Salesforce.
Demonstrated ability to analyze client data and translate insights into action.
Ability to manage multiple priorities in a fast-paced, team-oriented environment.
Comfort with AI: Demonstrated ability to responsibly explore and adopt firm-approved AI tools to enhance productivity and innovation.
Continuous Learning Mindset: Openness to learning and applying emerging technologies including AI and automation in alignment with firm policies and client standards.

Benefits

The CrossCountry total rewards package includes comprehensive healthcare options, including medical, dental, and vision coverage; flexible spending accounts; and a 401(k) with company matching. Additionally, employees can take advantage of generous parental and maternity leave policies, technology stipends, and wellness reimbursement programs, all designed to support both professional growth and personal well-being.