Careers

Job Description

The Client Success Manager (CSM) is the primary relationship owner and trusted advisor for assigned client accounts. This role is ideal for someone passionate about building long-term client partnerships, driving business growth, and maximizing client satisfaction and retention. The CSM will proactively identify opportunities for clients to achieve their business goals and will champion strategies to increase client loyalty, adoption, and overall value realization from DataOceans’ solutions. While the CSM should be comfortable with technology and eager to master concepts related to Customer Communication Management (“CCM”) and Customer Experience Management (“CXM”), the focus of this role is on understanding client needs, ensuring their ongoing success, and identifying opportunities for growth.

As the advocate for the client, the CSM will collaborate cross-functionally within both the client’s organization and DataOceans to resolve issues, deliver solutions, and drive continuous improvement. The CSM will develop a deep understanding of each client’s business, industry, and strategic objectives, ensuring that DataOceans’ platform and services are aligned to support their success.

The most successful CSMs are proactive, entrepreneurial thinkers who act as both consultants and partners to their clients. They are skilled at identifying and recommending best practices, process improvements, and new opportunities for clients to leverage DataOceans’ capabilities for greater efficiency, revenue growth, and customer retention. This is a growth-oriented position with opportunities for advancement within the Client Success Team and across Sales, Marketing, Project Management, or Product Management.

Responsibilities & Duties

Account Management & Relationship Building:

o Serve as the day-to-day relationship manager for assigned accounts, building trust and rapport across all client stakeholders. Develop a comprehensive understanding of each client’s business strategies, industry trends, and key objectives to deliver tailored solutions and guidance.

Client Success & Retention:

o Proactively monitor client health and satisfaction, identifying risks and opportunities to improve retention and loyalty.

o Lead regular strategic reviews to assess progress toward client goals, uncover new business opportunities, and ensure clients are maximizing the value of DataOceans’ solutions.

Growth & Value Realization:

o Identify and recommend additional capabilities, enhancements, and services that align with client business plans and challenges.

o Collaborate with clients to develop growth strategies and drive adoption of new features or solutions.

Cross-Functional Collaboration:

o Work closely with internal teams to address client needs, resolve issues, and ensure service excellence.

o Maintain service level agreements and communicate effectively with clients regarding platform updates, enhancements, and project milestones.

Project & Change Management:

o Coordinate and manage client projects, including scope definition, requirements gathering, and deployment of enhancements.

o Oversee all aspects of the project lifecycle, ensuring clear communication and seamless execution.

Client Advocacy & Best Practices:

o Act as the voice of the client within DataOceans, advocating for their needs and sharing insights to inform product development and service delivery.

o Recommend process improvements and best practices to optimize client outcomes.

Qualifications & Experience

· Bachelor’s Degree and/or 2–4 years of professional experience in client success, account management, project management, consulting, or related roles

· Experience in client-facing roles with demonstrated ability to build relationships and influence stakeholders

· Strong written and verbal communication skills

· Analytical and problem-solving abilities, including root cause analysis

· Experience managing multiple priorities and projects to maximize client value

· Technical acumen, with the ability to quickly learn and articulate concepts related to web, mobile, SMS, email, and digital communication technologies

· Proficiency with Microsoft Office applications

Desired Skills & Experience

· Experience with the software development project lifecycle (e.g., design, development, QA testing, implementation)

· Familiarity with JIRA Service Desk, Confluence, or equivalent solutions

· Exposure to enterprise platforms such as CCM, CXM, ECM, Document Management, CRM, or marketing automation systems

· Ability to interact with and influence stakeholders at all organizational levels

· Experience developing and presenting client success strategies and business insights

· Highly collaborative, self-motivated, creative, and goal-oriented

· Demonstrated organizational and operational skills to manage and support clients at scale

· Consulting, digital marketing, or sales/client success experience is a plus

Direct hire only – please no recruiters or offshore companies.

DataOceans is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.

In compliance with Federal law, all persons hired will be required to verify identity & eligibility to work in the US and to complete the required employment eligibility verification form upon hire.