Client Success Manager

A Client Success Manager is responsible for maintaining deep customer relationships to drive account revenue retention and growth. By collaborating with internal partners, the Client Success Manager delivers exceptional service and a valuable solution. This position manages a defined book of business aligned by customer segment within a geography and is accountable for the commercial close of all deals and retention of existing business. The Client Success Manager will also open larger solution opportunities and introduce Sales.

What does a great Client Success Manager do?

A great Client Success Manager builds trusted, long-term partnerships with clients, ensures day-to-day operational excellence, protects recurring revenue, and grows InvestCloud’s footprint within each account by aligning our solutions to client business outcomes.

How you will provide meaningful contributions:

Make the client happy

• Drive relationship governance to ensure we are making clients happy at a personal level:
• Connect with the primary business sponsor on a weekly basis while in delivery and monthly when not in delivery.
• Maintain an up-to-date relationship power map across key stakeholders.
• When sponsors change, proactively build relationships with new sponsors.
• Identify each client sponsor’s personal win and drive alignment between InvestCloud outcomes and that personal win.
• Drive executive governance to keep InvestCloud and the client aligned on the overall relationship:
• Enforce executive governance on a monthly basis (or quarterly if not in delivery).
• Schedule and lead prep sessions, ensure the right stakeholders are in the room from both InvestCloud and the client, and issue meeting minutes with clear actions and owners.
• Build long-term trusted advisor relationships within accounts at C‑Suite and E‑Suite levels, consistently positioning InvestCloud as a strategic partner rather than a vendor.
• Drive collection of NPS and client feedback, ensuring follow-up on themes and partnering with internal teams to address any detractors.

Drive operational and service excellence

• Ensure alignment to business objectives
• Understand the client’s strategic and operational objectives and how they translate into measurable KPIs.
• Ensure that InvestCloud solutions and services are continuously aligned to those business objectives and that key KPIs are being met.
• Manage closure of open issues
• Maintain a clear view of open issues and risks across your accounts.
• Partner with the right internal teams to drive timely closure and communicate status clearly to clients.
• Escalate timely and effectively
• Identify when issues require escalation and follow the appropriate amber flag / red flag escalation paths.
• Engage senior management and cross-functional stakeholders as needed to resolve critical problems.
• Ensure SLAs are in-line
• Monitor SLA performance; recognize when SLAs are at risk or breached.
• Escalate through the appropriate internal and external channels and coordinate action plans to restore performance.
• Partner on ticket and incident management
• Conduct a weekly ticket review and work closely with the Platform Success and support teams to drive ticket resolution, trend analysis, and preventative actions.

Defend revenue

• Manage renewals end-to-end
• Own the renewal process, including timing, initiation, and stakeholder alignment.
• Manage annual CPI increases, floor and incremental fees, and liability clauses, partnering with Legal as required.
• Lead renewal negotiations to create new value for the client while maximizing ARR for InvestCloud.
• Manage account receivables
• Ensure clients are paying on time and that account receivables remain current.
• Partner with Finance and internal stakeholders to address delinquencies and drive optimal cash flow for InvestCloud.
• Monitor and protect platform usage
• Track usage of the current platform and identify risks to adoption or utilization.
• Take proactive action to stabilize and grow usage to protect revenue and client satisfaction.

Grow revenue

• Maintain deep understanding of I