Client Success Manager

About the role

Our Client Success Manager will help shape how WorkForge supports clients for years to come. You'll own a portfolio of client relationships, use data to understand how clients are engaging and where they need help, and grow those partnerships through renewals and our move to multi-year agreements. You'll work closely with Implementation, Product, Sales, and Marketing.

It’s an exciting time to join. We’re investing in how we serve our clients, and you’ll play a key part in guiding them through what’s ahead. Just as important, you’ll help build what comes next: bringing your ideas for how we support clients, how we communicate with them, and how client success grows alongside our solutions.

For the right person, there's real room to grow: leading the client side of our transition, shaping our support model and renewal strategy, and helping build the Client Success team as we scale.

What you'll do

• Client relationships and advocacy: Build trusted relationships with clients at every level of their organization, from day-to-day users to executive sponsors. Use independent judgment to become a go-to advisor, and bring the voice of the client back to Product and leadership to help shape our roadmap.
• Shaping client support: Bring your ideas for how we support clients, and help put them into practice. That includes moving beyond a call-for-everything model toward tiered support, self-serve resources, and digital communications that give clients the right level of help at the right time. Provide training and enablement that drives adoption and results.
• Client success planning: Build success plans tied to each client's business goals and KPIs, and adjust them as needs change.
• Data and reporting: Pull and build reports on usage, engagement, and outcomes. Spot trends, turn them into clear action plans for clients, and share insights with leadership.
• Client transitions and change: Guide clients through changes to their programs and tools, including supporting clients across more than one system at a time. Partner with Implementation and Product to make each change smooth, well communicated, and on time.
• Retention and growth: Lead clients through the renewal cycle and support our move to multi-year agreements. Listen for evolving needs that open the door to expanded partnerships, and bring ideas on how we can grow long-term client relationships.
• Cross-functional collaboration: Work closely with Implementation, Product, Sales, and Marketing to resolve client issues quickly and support retention and growth goals.
• Process and tools: Help move client processes from order forms into HubSpot, and look for smarter ways to work, including with AI tools.

What you'll bring

• A track record of building strong, trusted client relationships, with clear, proactive communication.
• Comfort learning complex software quickly, including working across different client setups and helping clients adapt when tools or processes change.
• Confidence working with data: building reports in Excel or a CRM like HubSpot, spotting trends, and presenting findings to clients.
• Experience with client renewals and retention, and comfort talking about long-term value with clients.
• A self-starter mindset. You take ownership, need minimal direction, and follow through.
• Comfort wearing multiple hats in a small, growing company, and an appetite for improving how things work.
• Experience working across teams, and the judgment to adapt your approach for different groups.
• Curiosity about AI and digital tools that make client support more efficient.
• Strong organization and attention to detail.

Nice to have

• Experience with an LMS, workforce development, or training programs.
• Experience supporting or leading clients through a software migration or platform transition.
• Experience managing complex or enterprise accounts.
• Experience shaping client success strategy, such as renewal or multi-year strategy, support models, or client health metrics.
• A track record of improving processes, and interest in or experience with leading or mentoring others.

Experience, education, and location

• 2 to 5 years in client success, account management, or another client-facing role, ideally in SaaS or a software environment. More experienced candidates are encouraged to apply.
• Relevant backgrounds include client success, implementation, LMS or training, and workforce development.
• Bachelor's degree preferred, or equivalent experience.
• Based in the Kansas City area preferred.