Client Success Manager (Remote2025)

The Client Success Manager collaborates closely with acquisition company leadership, the VP of Client Success, and the PMI team to ensure the retention of platinum and at-risk clients by strengthening or rebuilding relationships with Board Members. This will be achieved through various touchpoints, including direct board interactions, event planning and participation, meeting attendance, and other strategies as directed by Market Leadership, the VP of Client Success, and the SVP of Post-Merger Integration.

Essential Duties And Responsibilities

• Handle day–to day tasks and communication efficiently in a fast-paced environment
• Adhere to the company’s guiding principles and respond to all calls/emails within 24 hours.
• Develop Account Management Plans for acquisition companies and manage relationships with platinum-level communities.
• Collaborate with acquisition leadership, local leadership, and the VP of Client Success to plan, schedule, and execute touchpoints for platinum clients beyond regular meetings.
• Ensure CAMs and DCAMs adhere to the established Account Management Plan by maintaining consistent touchpoints with Boards.
• Work with CAMs and DCAMs to optimize their communications with Boards, ensuring they are efficient, effective, and provide added value.
• Attend selected Board and Annual meetings for platinum and at-risk clients, accompanied by a manager.
• Plan, organize, and execute a Volunteer Appreciation event for platinum clients, in collaboration with the manager and Board, as outlined in the Account Management Plan.
• Take direct responsibility for developing and executing action plans focused on retaining at-risk clients, including meeting attendance, account support, and transitioning to a new manager, if necessary.
• Provide timely updates and reports to acquired company leadership, the VP of Client Success, and the SVP of Post-Merger Integration on all platinum and at-risk clients.
• Uphold and promote the company’s values and mission in interactions with both personnel and clients.
• Lead initiatives to improve online ratings through coordinated campaigns.
• Prioritize and complete various projects and other work related tasks as needed and assigned