Client Success Manager

Help Client Succeed. Build Relationships That Last.

At CPT Network Solutions, we believe exceptional customer experiences drive long-term partnerships. We're looking for a Client Success Manager (CSM) who is passionate about building relationships, solving problems, and helping customers achieve their goals.

As a Client Success Manager, you'll serve as the primary point of contact for a portfolio of client accounts after the sale is complete. You'll work closely with customers, sales, operations, and service teams to ensure clients realize value from CPT's solutions, remain engaged, and continue to grow their partnership with us.

This role is ideal for someone who enjoys relationship-building, strategic account management, customer advocacy, and identifying opportunities to help customers succeed.

What You'll Do

Build Strong Client Relationships

• Serve as the trusted advisor and primary relationship owner for assigned accounts.
• Develop relationships with client stakeholders and decision-makers.
• Lead regular client check-ins, business reviews, and strategic account discussions.
• Maintain a deep understanding of each client's goals, challenges, and priorities.

Drive Client Success & Retention

• Develop and execute client success plans that help clients achieve desired outcomes.
• Monitor account health and proactively identify retention risks.
• Ensure clients receive maximum value from CPT's services and solutions.
• Advocate for clients internally and champion a positive experience.

Support Account Growth

• Identify opportunities to expand client relationships through additional services and solutions.
• Partner with Account Executives and Sales Leadership on upsell and cross-sell opportunities.
• Participate in renewal planning and long-term account strategy discussions.
• Help protect and grow recurring revenue within assigned accounts.

Lead Business Reviews & Strategic Conversations

• Schedule and facilitate Quarterly Business Reviews (QBRs).
• Present service performance, trends, recommendations, and customer success metrics.
• Collaborate with internal teams to create action plans that improve client outcomes.

Manage Escalations & Solve Problems

• Coordinate with Operations, Solutions Engineering, Project Management, and Leadership teams to address client concerns.
• Manage escalations through resolution while maintaining proactive communication.
• Build confidence and trust during challenging situations.

Maintain CRM & Account Documentation

• Keep client records, activities, opportunities, and notes current within CRM systems.
• Document client interactions, action items, risks, and growth opportunities.
• Support reporting, forecasting, and account planning activities.

What We're Looking For - Required Qualifications

• 3+ years of experience in Customer Success, Account Management, Sales, Client Services, or a related customer-facing role.
• Proven ability to build and maintain strong client relationships.
• Experience managing multiple client accounts and priorities simultaneously.
• Experience using CRM platforms such as HubSpot or similar systems.
• Strong written, verbal, and presentation skills.
• Demonstrated problem-solving and conflict-resolution abilities.

Success Traits - We're looking for someone who naturally demonstrates:

• Customer Advocacy
• Relationship Building
• Strategic Thinking
• Executive Presence
• Business Communication
• Accountability
• Collaboration
• Organization and Follow-Through
• Problem Solving
• Professional Curiosity

How Success Is Measured

• Customer retention
• Revenue retention and renewals
• Account growth and expansion opportunities
• Customer satisfaction
• Client engagement and QBR completion
• CRM accuracy and account documentation
• Escalation resolution effectiveness

Why CPT?

At CPT, our mission is to provide outstanding service to our customers while creating a positive and supportive environment for our employees. We value collaboration, accountability, innovation, and a commitment to helping our customers succeed.

When you join CPT, you'll become part of a team that works hard, supports one another, and takes pride in delivering exceptional experiences for our customers.

Equal Opportunity Employer

CPT Network Solutions is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, age, national origin, disability, veteran status, or any other legally protected status. We believe that diverse perspectives strengthen our team and drive innovation, and we welcome candidates from all backgrounds to apply.