Client Success Manager

ABOUT THE ROLE The Client Success Manager (CSM) is responsible for ensuring clients achieve maximum value from their Posh solutions, fostering strong relationships, and driving product adoption. This role is critical in client engagement, AI adoption, retention, and expansion, while also addressing competitive positioning and roadmap discussions. The CSM proactively guides clients through their AI journey, ensuring they understand and leverage new features, mitigate risks, and explore additional AI capabilities. By working closely with internal teams, including Sales, Product, and Marketing, the CSM plays a pivotal role in renewals, risk mitigation, and client growth. This role requires a strategic approach to customer success, including effective communication of Posh’s AI roadmap, competitive differentiation, and expansion opportunities. KEY RESPONSIBILITIES CLIENT ENGAGEMENT & PRODUCT ADOPTION - Serve as the primary client contact post-implementation, ensuring seamless onboarding and ongoing success. - Educate clients on new features, best practices, and AI-driven efficiencies, driving engagement. - Identify underutilized features and guide clients toward maximizing value. - Organize training sessions, product deep dives, and enablement efforts to ensure adoption. AI ADOPTION & COMPETITIVE POSITIONING - Communicate Posh’s AI roadmap, helping clients align with future innovations. - Guide clients through AI adoption phases, ensuring a structured and measurable approach. - Identify and mitigate competitive threats, reinforcing Posh’s differentiation. - Track market trends and competitor positioning, ensuring proactive client discussions. RENEWAL & RETENTION STRATEGY - Monitor client health, engagement, and renewal readiness to prevent churn. - Address risks and competitive challenges before they impact client retention. - Collaborate with internal teams to ensure a seamless renewal process and long-term satisfaction. EXPANSION & AI ROADMAPPING - Identify opportunities for additional AI adoption and client expansion. - Partner with the Account Growth Manager to drive strategic expansion discussions. - Engage additional client stakeholders to expand Posh’s influence. CLIENT ADVOCACY & RISK MANAGEMENT - Serve as a trusted advisor, proactively addressing client concerns and escalating risks as needed. - Advocate for client needs internally, sharing insights with Product, Marketing, and Sales teams. - Maintain accurate client records in Salesforce, tracking engagement, risks, and opportunities. QUALIFICATIONS & SKILLS - 3+ years of experience in customer success, account management, or client engagement, preferably in SaaS or AI-driven technology. - Strong relationship-building, communication, and problem-solving skills. - Experience with AI adoption strategies, product positioning, and competitor analysis. - Ability to strategically guide clients through AI roadmaps and communicate competitive differentiation. - Proficiency in Salesforce or similar CRM tools for tracking client interactions. - Ability to collaborate cross-functionally with Sales, Product, and Marketing teams. WHY THIS ROLE MATTERS The Client Success Manager ensures that clients not only adopt but thrive with Posh’s AI solutions. By driving engagement, mitigating risks, and expanding adoption, this role is essential in securing renewals, overcoming competitive pressures, and growing Posh’s footprint within client organizations. This is a perfect fit for someone who is strategic, proactive, and passionate about AI adoption, ensuring clients realize the full value of their investment. ABOUT POSH At Posh, we’re revolutionizing the way financial institutions serve their communities. Through innovative AI solutions, we’re making customer support more accessible, fast, and enjoyable for callers and staff-members alike. Our AI assistants span digital (web, mobile) and voice (phone) channels, while our internal-facing solutions directly augment staff members’ ability to serve. We believe that the most successful AI products must be a symbiotic relationship between humans and AI - both able to put their best foot forward. The bar is low, but the ceiling is high - come build with us. Our company does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.