Client Success Manager

Position Location

Farmington Hills, MI

This position is eligible for a hybrid work arrangement. Currently 5 days of on-site work per month are required.

Position Purpose

The Client Success Manager acts as a navigator focusing on proactive guidance, measurable outcomes, and long-term relationship growth. By leveraging organizational expertise and cross-departmental collaboration, the Client Success Manager seeks to provide solutions and strengthens partnerships through consistent engagement.

Duties & Responsibilities

Develop partnerships by understanding each client’s objectives, business strategies, and long-term goals.
Act as a navigator, providing insights and best practices to maximize the value of our services.
Monitor client engagement and satisfaction to anticipate needs and address risks before they escalate.
Identify opportunities for expanded adoption of services that align with client goals and deliver measurable results.
Support coordination between clients and internal teams to ensure alignment and timely delivery of solutions.
Communicate clearly and consistently with clients through visits, calls, email, and digital channels to ensure transparency and trust.
Partner with Product, Support, and other internal teams to champion client feedback and advocate for solutions that drive client success.
Keep leadership informed of client progress, challenges, and opportunities to ensure visibility and alignment.
Address client concerns with urgency and accountability, ensuring timely follow-up and lasting resolution.
Provide accurate and timely proposals, renewals, and agreements that support client objectives.
Maintain high levels of customer retention by fostering satisfaction, loyalty, and trust.
Document and share best practices, lessons learned, and success stories to strengthen internal knowledge.
Participate actively in team meetings, strategic planning, and professional development opportunities.
Promote goodwill and a positive image of the Company in all client and industry interactions.
Complete special projects assigned in support of client or organizational success.
Maintain a clean, organized, and secure work environment.
Demonstrate adaptability in supporting evolving client and business needs.

Education & Experience Requirements

High school graduate or equivalent required.
Bachelor’s degree in Business, Marketing, or a related field preferred, or an equivalent combination of training and experience in Client Success Management required.
Two (2) years of experience in client success, account management, or relationship management in a B2B environment (required).
Background in financial services, fintech, or enterprise software/SaaS client engagement (preferred).
Demonstrated history of driving client retention, expansion, and satisfaction metrics.
Proven ability to collaborate cross-functionally and advocate for client needs within a complex organization.

Required Knowledge

Strong understanding of client success strategies.
Familiarity with financial services operations and technologies (Symitar, credit union or banking systems, etc.) preferred.

Working Conditions

No hazardous or significantly unpleasant conditions (such as in a typical office).
Up to 50% day/overnight in-state and out-of-state travel, including possible weekend travel.
Additional hours, including Saturday/Sunday support, as required.
Long duration of computer workstation usage.

The compensation is based on experience and offers a base salary plus bonus opportunities. We offer BCBS benefits, dental, disability and life insurance at 90 days and 401K after one year.

Member Driven Technologies is an equal opportunity employer. We hire individuals on the basis of ability, experience, education, intelligence, and character. Member Driven Technologies does not discriminate against any employee or applicant because of race, color, sex, religion, age, marital status, national origin, height, weight, handicap, citizenship status, or otherwise to the full extent of all applicable laws. Our equal employment opportunity policy applies to all our employment practices, including hiring, training, advancement, discipline, and compensation.