[Hiring] Client Success Manager @Waterfield Tech

Role Description

The Client Success Manager (CSM) plays a central role in ensuring that Waterfield’s clients achieve meaningful, measurable outcomes from their investment in our solutions. This role is responsible for driving customer adoption, value realization, and long-term account growth.

The CSM serves as the primary day-to-day point of contact for client stakeholders and acts as the quarterback of the ongoing customer experience. This includes overseeing and coordinating support activities, ensuring issues are addressed in a timely manner, and serving as a trusted escalation point when needed.

By maintaining a deep understanding of each client’s environment, goals, and challenges, the CSM ensures alignment between client needs and Waterfield’s capabilities. In partnership with account leadership and delivery teams, the CSM drives proactive engagement, manages risk, and identifies opportunities to expand Waterfield’s impact within the account.

This role requires a balance of relationship management, operational discipline, and strategic thinking, with a strong focus on delivering outcomes—not just managing activity. This is a high-impact role for someone who enjoys building relationships, driving outcomes, and helping clients grow through technology. This role requires travel as needed.

Key Responsibilities

• Build and maintain strong, trusted relationships with key client stakeholders
• Serve as the primary day-to-day liaison and go-to resource for assigned clients
• Oversee and coordinate ongoing support and service activities, ensuring timely execution and follow-through
• Act as an escalation point for client issues, driving resolution
• Develop and execute client success plans aligned to customer goals and desired outcomes
• Drive adoption of Waterfield solutions by identifying gaps and recommending actions to increase value realization
• Monitor account health, including customer sentiment, usage trends, and operational performance, and proactively identify risks
• Ensure account team is informed of key developments, risks, and opportunities
• Identify opportunities to expand Waterfield’s footprint by uncovering unmet needs and areas for growth
• Support and contribute to business reviews (MBRs/QBRs), including insights, performance data, and recommendations
• Provide input into renewal planning by ensuring customers are realizing value and highlighting changes in the customer environment
• Coordinate across delivery, support, and partner teams to ensure a consistent and high-quality customer experience

Qualifications

• 3–7+ years in Customer Success, Account Management, or Consulting
• Strong communication and stakeholder management skills
• Ability to connect technical solutions to business value
• Experience managing multiple clients
• Preferred: CX, CCaaS, SaaS, or managed services

Physical Requirements

• Ability to sit for long periods of time.
• Normal or corrected vision and hearing to work with others in person and video conference.

Company Description

Waterfield Tech helps companies plan, deploy, and run the Customer Experience (CX) stack and operation as one system – combining tech and talent with shared KPI accountability so customer outcomes and economics improve together.

We value our people—their diversity, their dedication, and their commitment to Client satisfaction. We encourage each other. We understand the value of hard work and the importance of a healthy balance. We’re all on the same page… even though we may get there from different perspectives. All in all, it’s a pretty cool place to be and we’re growing our global team of engineers, sales professionals, and creative souls.