Client Success Manager

What we believe

In the past two years, more than a trillion dollars have been invested in software companies at record prices. And in many cases, the underlying tech is the greatest enabler to the business strategy. But has the approach to govern technology value creation caught up to the magnitude of the risk?

We believe a better way is possible – a more programmatic, proactive approach to actively manage technology throughout the investment lifecycle – and that’s what we do.

Our role

We know that technology can create truly transformative change, and its role in business is only growing. Crosslake is here to support the changemakers and help them buy, build and run better technology.

What we value

You could be a good fit for Crosslake if you see yourself reflected in our guiding values:

Service We effect change by empowering others.

Curiosity We believe great advice starts with deep understanding.

Credibility Our expertise is earned and proven.

Commitment It’s our privilege to serve clients in their critical moments.

Creativity We are inspired by the constant pursuit of better.

Overview

The Client Success Manager (CSM) will play a key role in ensuring the overall success of Crosslake’s client relationships. Regularly interacting with senior leadership and key client contacts, the CSM will help drive processes critical to client acquisition, project execution, account management, and overarching client satisfaction. The role requires impeccable attention to detail, a solutions-oriented attitude, and extraordinary communication skills with a client service mindset. Data is of utmost importance, and the ideal candidate will feel a sense of ownership and responsibility for the company’s systems of record, including its CRM, to ensure we are best positioned to meet client needs day in and day out.

Expected Results

Maintain client data records to ensure high-quality, reliable information from business development pipeline through project closeout

Administration of client account and project document processes (e.g., Master Service Agreements, Statements of Work, Non-reliance Letters, etc.) yielding consistent, timely execution

Coordinating early-stage client engagement logistics both internally and externally – including setting up proposal reviews, scheduling meetings to refine scoping, verifying staffing readiness, and calendaring pre-kickoff meetings – enabling a successful project launch

Reviewing opportunities in the business development pipeline to ensure they are set up for success upon closing (e.g., appropriate documentation underway, staffing needs understood, etc.)

Provide general administrative support critical to client-facing leadership (generating reporting / analytics regarding projects and accounts, collaborating across internal teams to drive process execution, engaging in general internal and external correspondence / calendaring, etc.) to promote client relations success

Other responsibilities as assigned by Management

Requirements

Minimum of 3 years of client operations experience or in a sales support role

BA / BS in related field

Familiarity with CRM systems (SalesForce and HubSpot preferred) with the ability to create reports and extract data as needed

Proficiency in Microsoft office products such as Word, Excel, SharePoint, and PowerPoint

Strong analytical, organizational, and time management skills with an eye for detail

Solid data analysis and data cleansing skills

Excellent teamwork, interpersonal, communication, and customer service skills

Ability to manage multiple priorities and deadlines