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Client Success Manager
Company Overview
Waterfield Tech helps companies plan, deploy, and run the Customer Experience (CX) stack and operation as one system – combining tech and talent with shared KPI accountability so customer outcomes and economics improve together.
We value our people—their diversity, their dedication, and their commitment to Client satisfaction. We encourage each other. We understand the value of hard work and the importance of a healthy balance. We’re all on the same page… even though we may get there from different perspectives. All in all, it’s a pretty cool place to be and we’re growing our global team of engineers, sales professionals, and creative souls.
Position Summary
The Client Success Manager (CSM) plays a central role in ensuring that Waterfield’s clients achieve meaningful, measurable outcomes from their investment in our solutions. This role is responsible for driving customer adoption, value realization, and long-term account growth.
The CSM serves as the primary day-to-day point of contact for client stakeholders and acts as the quarterback of the ongoing customer experience. This includes overseeing and coordinating support activities, ensuring issues are addressed in a timely manner, and serving as a trusted escalation point when needed.
By maintaining a deep understanding of each client’s environment, goals, and challenges, the CSM ensures alignment between client needs and Waterfield’s capabilities. In partnership with account leadership and delivery teams, the CSM drives proactive engagement, manages risk, and identifies opportunities to expand Waterfield’s impact within the account.
This role requires a balance of relationship management, operational discipline, and strategic thinking, with a strong focus on delivering outcomes—not just managing activity.
This is a high-impact role for someone who enjoys building relationships, driving outcomes, and helping clients grow through technology.
This role requires travel as needed.
Key Responsibilities
Build and maintain strong, trusted relationships with key client stakeholders
Serve as the primary day-to-day liaison and go-to resource for assigned clients
Oversee and coordinate ongoing support and service activities, ensuring timely execution and follow-through
Act as an escalation point for client issues, driving resolution
Develop and execute client success plans aligned to customer goals and desired outcomes
Drive adoption of Waterfield solutions by identifying gaps and recommending actions to increase value realization
Monitor account health, including customer sentiment, usage trends, and operational performance, and proactively identify risks
Ensure account team is informed of key developments, risks, and opportunities
Identify opportunities to expand Waterfield’s footprint by uncovering unmet needs and areas for growth
Support and contribute to business reviews (MBRs/QBRs), including insights, performance data, and recommendations
Provide input into renewal planning by ensuring customers are realizing value and highlighting changes in the customer environment
Coordinate across delivery, support, and partner teams to ensure a consistent and high-quality customer
Qualifications
3–7+ years in Customer Success, Account Management, or Consulting
Strong communication and stakeholder management skills
Ability to connect technical solutions to business value
Experience managing multiple clients
Preferred: CX, CCaaS, SaaS, or managed services
Physical Requirements
Ability to sit for long periods of time.
Normal or corrected vision and hearing to work with others in person and video conference.
Waterfield Tech is proud to be an equal opportunity employer.
Waterfield Tech believes that all persons are entitled to equal employment opportunity and does not discriminate against its Employees or applicants because of race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, citizenship status, disability, protected medical condition, military status, genetic information, or any other basis prohibited by applicable federal, state, or local law. This policy extends to all aspects of our employment practices including, but not limited to, recruiting, hiring, training, discipline, promotion, transfers, compensation, benefits, leaves of absence, termination, and all other terms and conditions of employment.
