Client Success Manager

Job Title: Client Success Manager

Location: RemoteDepartment: Client SuccessReports To: VP of Sales and Client Success

Company Overview:

Founded in early 2002, viaPeople set out to redefine the human resources software industry by adopting a unique business model. Unlike competitors that offered one-size-fits-all solutions, we committed to developing best-of-breed products tailored to the distinct needs of our clients. Our approach combines expert-driven design with exceptional flexibility to address even the most complex requirements, all while maintaining a steadfast focus on product excellence, relationship management, and superior service quality. With over two decades of experience in optimizing people management, viaPeople delivers bespoke HR software solutions that adapt to your needs, supported by a reliable and responsive vendor. Our suite of offerings includes top-tier performance management, succession planning, and 360-degree feedback solutions, characterized by flexible functionality and an unparalleled level of service.

Job Overview:

As a Client Success Manager at viaPeople, you will play a vital role in delivering a best-in-class experience to our clients. You’ll serve as the primary point of contact throughout the customer lifecycle, leading client onboarding, managing project timelines, ensuring successful software configuration, and providing ongoing support.

This is a highly collaborative and client-facing role that requires a strong mix of relationship management, project coordination, and technical understanding. You’ll work closely with cross-functional teams—including product experts, developers, and our in-house Organizational Psychologist—to ensure each client’s unique needs are met with precision and care.

The ideal candidate is organized, detail-oriented, tech-savvy, and passionate about helping clients succeed. You should thrive in a fast-paced environment and be excited by the opportunity to own projects from start to finish, build meaningful client relationships, and contribute to a growing company.

Key Responsibilities:

• Own the Client Relationship: Serve as the primary point of contact for assigned clients, ensuring a seamless and supportive experience throughout the entire project lifecycle—from kickoff through post-launch support.
• Project Management: Create and manage detailed project plans, timelines, and deliverables to ensure successful and timely implementation of our software solutions.
• Client Consultation: Collaborate with internal experts, including our Organizational Psychologist, to provide clients with strategic guidance and best practices tailored to their goals.
• Product Configuration Oversight: Partner with internal team to translate client requirements into accurate system configurations and customizations.
• Quality Assurance: Participate in pre-launch testing to ensure product quality, functionality, and adherence to client specifications. Identify, document, and track issues to resolution.
• Training & Enablement: Educate clients on system functionality and ensure users are equipped to effectively use our software post-launch.
• Cross-Functional Collaboration: Act as a liaison between clients and internal teams, ensuring clear communication and alignment across customer success, tech, and product.
• Customer Advocacy: Understand client goals and proactively identify opportunities to add value, improve their experience, and support long-term success.
• Issue Resolution: Address client questions and concerns with speed, empathy, and professionalism—escalating when necessary to maintain client satisfaction.
• Relationship Building: Develop strong, trusted relationships with client stakeholders, fostering loyalty and retention through excellent service and results.

Qualifications:

• Bachelor’s degree required; preferred fields include Human Resources, Organizational Development, Psychology, Business, or related disciplines
• 1–3 years of experience in customer success, project management, or a client-facing role—preferably within a SaaS, HR tech, or consulting environment
• Proven ability to manage multiple projects or client accounts simultaneously, with excellent time management and organizational skills
• Experience serving as a liaison between technical teams and translating client needs into technical requirements
• Demonstrated success in building strong client relationships and managing expectations through excellent communication and interpersonal skills
• Familiarity with performance management or HR software is a plus
• Proficiency in Microsoft Excel is required
• Exposure to Microsoft SQL, HTML, Adobe Acrobat, and Microsoft Word is a plus
• Strong problem-solving and analytical skills; ability to assess situations, make recommendations, and follow through to resolution
• Comfortable working in a fast-paced, dynamic environment with shifting priorities and a need for flexibility
• Willingness to occasionally work extended hours or weekends during peak seasons (spring & fall)

Compensation & Benefits:

• $75,000-$85,000 Quarterly bonus at 3%
• Health Benefits: Comprehensive health, dental, and vision insurance
• 401k: Retirement savings plan with 3% company match
• PTO: Generous paid time off and holiday schedule

Job Type: Full-time

Pay: $75,000.00 - $85,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Compensation Package:

• Quarterly bonus

Schedule:

• Monday to Friday
• Weekends as needed

Work Location: Hybrid remote in Plainsboro Township, NJ 08536

Salary : $75,000 - $85,000