Client Success Manager - SLED - Remote

1w1 week ago

Juvare

Atlanta, US · Full-time · $110,000 – $150,000

About this role

Juvare is a SaaS software company focused on developing innovative enterprise resilience solutions for government agencies, corporations, healthcare providers, and higher education. The Client Success Manager (CSM) serves as the primary resource for advice on meeting business or program goals with Juvare solutions. CSMs are experts in solutions and the preparedness domain, driving client adoption and ensuring satisfaction.

CSMs build and maintain relationships with client stakeholders, understand their success metrics, and hold them accountable to achieve goals through adoption plans. They develop deep understanding of client problems, represent client perspectives internally, and partner with sales to protect and expand relationships. This role handles escalations, manages quarterly and annual business reviews, and ensures clients find Juvare easy to do business with.

As a key member of the Client Experience organization, the CSM reports to the Senior Director, Client Success. The role involves leveraging AI tools to enhance productivity, streamline communications, and improve deliverables. CSMs also build and strengthen the Juvare Community by surfacing useful insights.

Individual success is measured by client adoption, satisfaction, retention, and lead generation for sales. The role offers passion-driven work in emergency preparedness and response for SLED clients. Opportunities include quick proficiency in Juvare solutions and leading high-impact client meetings.

Requirements

Demonstrated passion for and deep experience in emergency preparedness and response, business continuity, or state/local emergency management
Proficiency in Juvare software solutions or ability to quickly develop it
Ability to build rapport with clients and effectively share best practices
Experience leading high-impact meetings and serving as first point for client escalations
Skill in managing quarterly and annual business reviews
Understanding of client business goals and ROI in preparedness domain
Expertise in driving client adoption and ensuring satisfaction in SaaS environment
Knowledge of SLED sector dynamics and stakeholder needs

Responsibilities

Serve as the lead point of contact for all client success matters
Create and maintain client success plans for key accounts and monitor client health
Build and maintain long-lasting, high-trust relationships with key decision makers and stakeholders
Ensure clients are aware of latest solution features, best practices, and Juvare Support Center resources
Highlight ROI or value received from Juvare solutions in quarterly or annual business reviews
Mediate client issues and escalate to other parts of the organization when needed
Leverage AI tools to automate routine tasks, analyze client usage trends, and generate client-ready deliverables
Build and strengthen the Juvare Community

Benefits

Flexible remote work throughout the US
Preferred location in Atlanta, GA for hybrid option
Work with innovative enterprise resilience solutions supporting emergency response worldwide