Overview
The Customer Success Manager plays a pivotal role in delivering a high-quality and consistent post-sale experience to Prosci clients. This position is responsible for client onboarding, customer coordination, relationship management, and supporting the adoption of change management services and products related to Prosci’s license and membership offerings. The specialist collaborates closely with internal teams to ensure clients achieve their objectives. Key success metrics for this role include membership and license renewal rates, minimized churn, annual recurring revenue growth, and Net Promoter Score (NPS).
As a client-facing partner, the Customer Success Specialist helps manage client engagements throughout the lifecycle, from onboarding through ongoing delivery and renewal readiness. Operating in a fully virtual environment, this role contributes to building trusted client relationships, monitoring client health, and supporting retention by ensuring a smooth, responsive, and well-coordinated experience.
The role will also support pre-sales engagement, partnering with Sales toward the end of the sales cycle to help prospects understand what the post-sale relationship will look like. This may include joining sales calls to provide an overview of the onboarding process, customer journey, and ongoing engagement model, helping ensure a smooth transition from sales to customer success through a structured handoff process.
A key responsibility of this role will be working with enterprise customers, which requires the ability to navigate complex organizations, engage with multiple stakeholders, and deliver a high-touch, white-glove customer experience. Candidates should be comfortable supporting enterprise-level engagements that often require strong coordination, strategic relationship management, and elements of project management. Driving customer retention and membership renewals within enterprise accounts will also be a critical responsibility, ensuring customers continue to realize value from Prosci’s offerings and remain engaged with the membership program.
Since our founding in 1994, Prosci has been laser-focused on change. By combining our deep understanding of people with a proven methodology rooted in the creation of the ADKAR® model, we’ve helped countless people and organizations thrive. Our solutions empower customers with lasting change resiliency through a unique blend of training, advisory services, and licensing options, including Kaiya, our AI change management coach.
At Prosci, we are a purpose-driven organization full of passionate, curious, and results-oriented people. Working at Prosci means being part of a dynamic team that is dedicated to our purpose of creating a world where change is done right. Join us and be part of a culture that thrives on continuous learning, growth, and making a difference.
Key Responsibilities
Client Engagement and Relationship Management
- Serve as a primary point of contact post-sale for license and membership clients
- Set clear expectations around timelines, roles, and next steps while maintaining positive, professional client relationships.
- Conduct regular check-ins and support business reviews to understand client goals, progress, and satisfaction, escalating risks or opportunities as needed.
- Leverage best company best practices to retain and renew Membership and Licensed software
Proactive Client Support and Advocacy
- Act as a trusted partner to clients by providing guidance, responding to questions, and proactively identifying potential needs or concerns.
- Participate in client meetings and calls to share updates, support execution, and contribute to an overall positive experience for license and membership clients.
- Collaborate with internal teams (e.g., delivery, sales, product, and operations) to address client issues and ensure timely follow-through.
- Capture and share client feedback to help inform service improvements and best practices across the customer success function.
Service and Solution Support
- Support the implementation of Prosci’s solutions by guiding clients through setup activities and early adoption milestones.
- Help identify and troubleshoot service or usage issues pertaining to membership and license offerings, coordinating with appropriate internal teams to drive timely resolution.
Data Management and Reporting
- Maintain accurate and up-to-date records of client interactions, engagement levels, and satisfaction in CRM systems.
- Track and report on key client metrics such as usage, adoption, and engagement to support internal visibility and decision-making.
- Identify trends or early indicators of risk and flag them to the Director, Customer Success, with recommendations for next steps.
Requirements
Competencies
- Customer Focus: Prioritizes client needs with a "client’s best friend" mentality, fostering strong relationships to deliver exceptional service and tailored solutions that drive customer success.
- Build Relationships: Develops effective working relationships with clients and internal partners through trust, collaboration, and clear communication.
- Communicates Effectively: Delivers clear, concise, and tailored communications across multiple formats, ensuring a thorough understanding of diverse audience needs.
- Decision Quality: Makes informed, timely decisions by analyzing data and trends, driving successful outcomes for clients.
- Situational Adaptability: Adjusts approaches and behaviors in real-time to effectively respond to changing client and team needs in a dynamic environment.
- Resourcefulness: Proactively utilizes available resources to address client challenges and achieve organizational goals with effective, timely solutions.
Technical/Functional Skills
- Experience using CRM systems to manage client data and track engagement; Salesforce experience preferred but not required.
- Proficiency with Microsoft 365 and virtual meeting platforms.
- Microsoft Office including basic capabilities plus proficient in Excel
- General understanding of professional services delivery models; familiarity with change management concepts is a plus.
Qualifications
- Bachelor’s degree in Business, Communications, or a related field, or equivalent relevant professional experience.
- 4–7 years of experience in customer success, account support, client services, or a related role.
- Demonstrated ability to support client relationships and contribute to successful service delivery in a collaborative environment.
Additional Preferences
- Familiarity with software-as-a-service (SaaS) and perpetual licensing models along with change management tools can provide a solid foundation for understanding client needs and driving adoption.
- Proven ability to view and service clients holistically, addressing not just immediate needs but also anticipating future challenges and opportunities, ensuring a comprehensive and seamless client experience.