Client Success Manager- TN

Position Summary:  The Client Success Manager is responsible for owning the overall client relationship, driving retention, and ensuring clients realize ongoing value from MapleTronics’ solutions. The CSM leads the business rhythm of assigned accounts, coordinates internal resources, and partners with the Technology Strategy Advisor (TSA) to deliver proactive planning and strategic guidance based on client segmentation.

Skill Requirements:  The Client Success Manager requires these skills:

• Relationship Leadership:

• Proven ability to build, deepen, and sustain executive-level relationships, serving as a trusted advisor and primary point of accountability.

• Strategic Thinking:

• Ability to identify client business needs, connect technology solutions to outcomes, and guide prioritization and long-term planning.

• Business Acumen:

• Strong understanding of business operations, financial drivers, budgeting cycles, and how technology investments support organizational goals.

• Growth Through Value:

• Skilled at identifying expansion opportunities through insight, planning, and roadmap discussions.

• Executive Communication:

• Clear, confident verbal and written communication tailored to decision-makers, including presenting recommendations and facilitating discussions.

• Industry & Solution Knowledge:

• Solid understanding of Technology Service Provider (TSP) offerings, managed services, IT solutions, and industry trends impacting clients.

• Influence & Negotiation:

• Ability to present value, guide decisions, and align stakeholders toward mutually beneficial outcomes.

• Cross-Functional Leadership:

• Demonstrated ability to lead through influence, working effectively with sales, technical, and operations teams to deliver a cohesive client experience.

Essential Duties and Responsibilities: The Client Success Manager is responsible for:

• Run the client cadence
  
  
  
  • maintain a steady rhythm of communication, even when everything is going well.
  
  
  • Plan and complete the right touches for each client tier
  
  
  • Set expectations, send recaps, schedule the next step
  
  
  
  


• Know and improve account health
  
  
  
  • Maintain a clear pulse on each client’s confidence and satisfaction. Know how they feel about service delivery, communication, and overall value.
  
  
  • Identify risks early and drive a plan before it becomes churn
  
  
  
  


• Coordinate delivery and advocate internally


• Pull in service/operations/professional services/ as needed


• Make sure issues are resolved and commitments are met


• Prevent or reduce escalations by clarifying “who owns what” and “by when”


• Advance strategy: reviews, lifecycle, and roadmap


• Lead/prepare Business & Technology Reviews (with TSA where appropriate)


• Keep asset/lifecycle planning current (refreshes, risks, mitigation)


• Move priorities forward based on client tier and maturity


• Create growth through value (Solve-With)


• Spot opportunities based on insights


• Tie recommendations to business goals, budget cycles, and priorities


• Advance next steps with the client and internal team

This is not a comprehensive list of the responsibilities and duties associated with the position.  Additional tasks may be assigned to the Teammate from time to time and the scope of this position may change as necessitated by business demands.

Measures of success

We feel it is important to know what it means to be successful in this position.  This is what success looks like for someone in this job:

• Client Retention & Stability:  High retention rates across assigned accounts, with minimal preventable churn.


• Client Satisfaction & Confidence: Positive feedback from key stakeholders, reflected in satisfaction surveys and qualitative input.


• Relationship Depth: Documented, multi-threaded relationships with decision-makers and influencers within client organizations.


• Strategic Execution:
  Consistent completion of scheduled reviews, lifecycle discussions, and roadmap-related activities aligned to client tier.


• Issue Management & Escalation Control: Timely resolution of client concerns with minimal escalation due to expectation misalignment.


• Operational Discipline: Accurate and timely documentation of client interactions, asset data, risks, and opportunities.


• Internal Partnership: Positive feedback from internal teams regarding communication, preparedness, and contribution to successful client outcomes.