Engage People

Customer Success Manager

• Manage a portfolio of clients and related daily activities
• Plan and manage strategic activities, including marketing planning, product marketing, and new Engage technology products
• Develop an in-depth understanding of clients' business strategies and financial goals to create mutually beneficial solutions
• Drive growth by achieving revenue and profitability targets, monitoring performance, and addressing gaps
• Lead the development and execution of strategic client initiatives
• Build and maintain relationships with clients at various levels
• Identify opportunities to exceed revenue targets and drive portfolio growth plans
• Partner with Operations, Technology, and Customer Support to champion client needs, address timelines, and resolve issues
• Manage or ensure execution of daily client engagement tasks, including escalations and invoicing
• Provide direction to Client Coordinators and operational, sales, and management resources
• Foster innovation and help clients stay ahead of loyalty and incentives trends
• Lead or support onboarding of new clients
• Deliver reporting results, insights, analysis, and programs such as campaigns and promotions
• Lead monthly, quarterly, and annual client business reviews
• Prepare and deliver performance reviews to direct reports, if applicable
• Establish and link best practices across the Engage business
• Report to the Vice President, Client Success or another designated senior employee

Client Director, Client Success