Client Success Manager II (VXRetail)

At VertexOne, helping utilities provide the best customer service experience is what we do. VertexOne is the recognized leader in SaaS platforms for utilities across North America. Through a wide range of innovative services and solutions, VertexOne helps utilities deliver a compelling customer experience; reducing the cost to serve customers, increasing operational efficiency, improving customer satisfaction, and driving utility operations forward. It’s been in the DNA of our people since we started supporting utilities’ customer experience needs over 20 years ago. And that commitment continues to this day.


Our team members are our greatest assets, so we pride ourselves on being ‘Employee First’. As such, we listen to what our employees have to say and find ways to incorporate their ideas into the company. Whether it’s new technology, career development opportunities, or fun events, we find new ways to keep our employees engaged and incentivized to grow within the company. Our employees' well-being—both physical and mental—is a top priority at VertexOne. That's why we foster a 100% remote and flexible environment and encourage work-life balance.


VertexOne is proudly Certified as a Great Place to Work®. Great Place to Work® is the global authority on workplace culture, employee experience, and leadership behaviors proven to deliver market-leading revenue, employee retention and increased innovation. VertexOne is dedicated to prioritizing the employee experience and creating an exceptional company culture.


Client Success Manager II
Job Description

Overview of Role/Job Purpose:

As a trusted advisor, the Client Success Manager II(VXRetail) is a mid-level role ideal for someone who has demonstrated success managing client relationships and is ready to take on more complex accounts, strategic initiatives, and cross-functional collaboration.

The CSM II is responsible for driving client outcomes, retention, and growth across a portfolio of high-value accounts. The CSM II will foster collaborative working relationships and provide daily oversight and support in a SaaS environment for new and existing clients who have one or multiple VertexOne product offerings.

The CSM II will be responsible for a portfolio of accounts across different time zones ranging in size, services and complexity. The ideal candidate will be detail orientated, able to interpret client contracts, deliver on KPI's, lead client initiatives and identify areas for process improvement.

Essential Duties:

• Own and manage a portfolio of mid-market to enterprise clients, serving as their strategic advisor and primary point of contact.
• Build long-term relationships that drive client satisfaction, loyalty, and advocacy.
• Develop and execute success plans aligned with client goals and KPIs.
• Lead Leadership Business Reviews (LBRs) and renewal planning conversations.
• Drive adoption of key features and ensure clients are realizing measurable value from our platform.
• Identify and mitigate risks to client health and proactively address challenges.
• Partner with Sales, Product, Support, and Marketing to deliver a seamless client experience.
• Provide client feedback to influence product roadmap and service improvements.
• Work with Clients to ensure they are finding value in our services.
• Serve as primary contact for Client inquiries, concerns and escalations.
• Educate customers on the use and benefits of VertexOne products.
• Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth.
• Participate in meetings with Clients, Vendors, Partners and internal Teams
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes.
• Schedule and facilitate client operational and business leadership review meetings.
• Prepare and deliver executive business reviews with Clients.
• Effectively plan and prioritize a high volume of customer activities and requests, following through in a timely manner, asking clarifying questions to determine the correct source & impact of issues.
• Tracking and billing of Client revenue, reporting to Finance on a monthly basis
• Tracking Client SLA's to ensure adherence to contractual obligations
• Manage VertexOne vendor partners as required when working on client projects or initiatives.
• Attend Client Outage/Emergency triage calls, updating Clients on status.
• Create and approve time tasks for projects.
• Review, monitor and update Client tickets on a daily basis
• Work with Sales to review and identify Client contract renewals and upsell opportunities.
• Support onboarding and mentorship of CSM I team membe