[Hiring] Client Success Manager @Juvare

Role Description

The Client Success Manager (CSM) is our client’s primary resource for advice on how to meet their business or program goals with the use of Juvare solutions. Juvare CSMs are experts in our solutions and/or the preparedness and response domain and responsible for driving client adoption of our solutions and ensuring client satisfaction.

• Build and maintain relationships with client stakeholders.
• Understand why key stakeholders invested in Juvare solutions and what constitutes success for them.
• Maintain accountability of stakeholders to achieve those goals and create plans to drive adoption and increase usage.
• Develop a deep understanding of the problems that our clients are trying to solve.
• Represent our clients’ perspectives in internal meetings.
• Partner with sales to help protect and expand our commercial relationships.
• Serve as the first point for client escalations.
• Manage the quarterly/annual business review.
• Ensure that clients find Juvare easy to do business with.

Responsibilities

• Serve as the lead point of contact for all client success matters.
• Create and maintain client success plans for key accounts, and monitor client health on assigned accounts.
• Identify key decision makers and stakeholders and build and maintain long-lasting and high-trust relationships with them.
• Ensure that clients are aware of latest solution features and best practices.
• Ensure that clients are aware of Juvare Support Center resources for tactical problems.
• Highlight the ROI or value received from client use of Juvare solutions in quarterly or annual business reviews.
• Mediating client issues and knowing when and how to escalate issues to other parts of the organization.
• Leverage AI tools and emerging technologies to enhance productivity, streamline client communications, and improve the quality and consistency of deliverables.
• Apply AI tools to automate routine tasks (e.g., summarizing meetings, generating follow-ups, organizing notes) to increase efficiency and focus on high-value activities.
• Leverage AI-driven analysis to identify trends in client usage, risks, and opportunities, enabling more proactive and strategic engagement.
• Use AI to quickly generate and iterate on client-ready deliverables (e.g., QBR decks, reports, and success plans), improving turnaround time while maintaining high quality and accuracy.
• Build and strengthen the Juvare Community™.
• Deepen commercial relationships in alignment with our Core Values.
• Provide timely updates using Gainsight and Salesforce to keep leadership informed of client health, external risk that would impact our relationships, and opportunities for expansion.
• Track and provide timely updates using our internal technologies to keep other departments aware of issues and escalations.
• Partner with Product Management and Delivery to ensure that client feedback is incorporated into new product and services offerings.
• Collaborate with peers and leadership to ensure that your expertise helps us understand our clients and industry better than anyone else.
• Advocate on behalf of the Clients to ensure that we remain their trusted and preferred partner.
• Know or determine what the “right” thing to do is, and do it.
• Take on other duties as assigned.

Qualifications

• Bachelor’s Degree required.
• 5+ years of experience in emergency preparedness, business continuity, state/local/education emergency management, or Client Success Management experience.
• A verifiable track record of working in teams to solve complex problems with a high degree of ambiguity and changing priorities.
• A demonstrable ability to effectively communicate with and present to a range of stakeholders.
• Prior experience in persuading clients to try new and better ways to solve existing challenges.
• Prior experience in responding to escalations with professionalism and client success in mind.
• Substantive experience in driving adoption of new software solutions or processes to a range of stakeholders.
• Superior attention to detail required.
• Previous work experience as a client success manager or equivalent preferred.
• Ability to safely and successfully perform essential job functions consistent with the ADA, FMLA and other federal, state and local standards.

Requirements

• Travel required: 20%

Additional Information

• This position is subject to compliance with the Export Administration Regulations ("EAR") and may require a U.S. person status verification.
• We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses.
• Final hiring decisions are ultimately made by humans.

EEO Statement

Juvare is deeply committed to building a diverse and inclusive team. We believe in equal opportunity for all applicants and encourage individuals from underrepresented groups in technology to apply.