Customer Success Manager, DeductionsLink

Position Summary:
The Customer Success Manager (CSM) for DeductionsLink is responsible for managing and growing client relationships within Inmar’s DeductionsLink business. This role serves as the primary point of contact for assigned CPG manufacturer accounts, ensuring clients receive consistent value from our deduction management platform.

The CSM acts as a strategic advisor to client finance and AR leaders, translating operational performance into actionable insights while partnering with our AR Services team to ensure high-quality execution.

This is a relationship-driven, performance-oriented role focused on retention, client satisfaction, and service excellence.


Primary Accountabilities:

• Serve as the primary relationship owner for assigned DeductionsLink CPG clients
• Lead client onboarding and establish operational alignment
• Deliver monthly and quarterly performance reporting, including deduction trends, aging insights, and SLA adherence
• Lead Quarterly Business Reviews (QBRs) with client finance and AR leadership
• Proactively monitor account health, identify risks to retention or performance, and drive cross-functional resolution to protect and expand client relationships
• Partner closely with AR Services to ensure consistent service delivery
• Act as escalation point for client concerns or service gaps
• Identify opportunities to improve client processes and enhance value realization
• Collaborate with Product and Data teams to communicate client feedback and enhancement requests
• Analyze deduction activity, aging trends, and dispute data to validate service performance and partner with AR Services on continuous improvement initiatives
• Maintain accurate documentation of client interactions, action plans, and reporting

Key Performance Indicators (KPIs):

• Client Retention Rate
• Onboarding Completion Time
• Monthly Reporting Timeliness
• Client Request Resolution Time
• QBR Completion Rate

Desired Individual Qualities:

• Diligent,  detail-obsessed, and deadline-driven
• Financial acumen and understanding of CPG AR processes
• Highly proactive with a customer first mentality
• Strong team collaborator who communicates clearly and effectively
• Analytical thinker who can interpret data to extract insights
• Resourceful problem solver with a positive attitude

Additional Responsibilities:

• Performs other duties as assigned
• Complies with all policies and standards

Required Qualifications:

• Bachelor’s Degree
• 5+ years of experience in Customer Success, Account Management, or client-facing roles within a Deductions Management, AR/AP, or ERP-based solutions environment ; or any equivalent combination of experience and training that provides the required knowledge, skills, and abilities needed to complete the major responsibilities/essential functions of the position
• Experience working with CPG manufacturers strongly preferred
• Experience working to promote value through customer experience
• Exceptional ability to communicate and foster positive business relationships.
• Ability to manage multiple client relationships in a fast-paced environment

Physical Demands

The physical demands described here are representative of those that must be met by an associate to successfully perform the major job responsibilities (essential functions) of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the major job responsibilities. This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.

• Use Hands to Handle Objects - Regularly
• Reach with Hands or Arms - Regularly
• Talk or Hear and Read Instructions - Regularly
• Stand, Kneel, or Stoop and Lift 20 Pounds - Occasionally
• View Items at a Close Range - Regularly

Rarely: Job requires this activity up to 25% of the time
Occasionally: Job requires this activity between 25% - 50% of the time
Frequently: Job requires this activity between 50% - 75% of the time
Constantly: Job requires this activity more than 75% of the time

Individual Competencies

• Integrity: Able to communicate well in straight-forward situations.
• Teamwork: Advanced communication skills used to lead a team.
• Adaptable: Arrives at a conclusion based o