Customer Success Manager- CT&M

Customer Success Manager - CT&M

Position Overview: The Customer Success Manager (CSM) is a customer-facing role within the Customer Success organization. The CSM ensures all agreed deliverables during the contract life are met on time and to the highest quality. This role supports the Career Development & Mobility (CD&M) team within the Career Transition & Mobility organization, working closely with Project Management, Solution Consultants, Delivery, Resourcing, and the Operations and Finance teams.

Reporting Relationships:

• Reports to the Customer Success Director
• No direct reports

Major Responsibilities:

• Service multiple, sometimes complex, accounts concurrently
• Act as the first point of contact for all operational support needs for both external and internal stakeholders
• Develop and maintain professional relationships with key internal and external clients and account stakeholders
• Foster and maintain customer relationships to support account retention
• Ensure all deliverables and tasks are completed on time, on budget, accurately, and with high quality, utilizing defined best practices and current LHH sales and marketing requirements
• Manage and drive communications cadence with customer/internal stakeholders
• Partner with and direct account team members in a matrix reporting structure
• Use reporting and data to identify areas of weakness on assigned accounts, add value to the customer, and monitor delivery quality
• Partner with account leaders to plan and prepare for client partner reviews, compiling account reporting including CD&M PowerPoint presentations
• Oversee key client coaching cohorts to track utilization
• Continuously update and manage the CD&M forecasting spreadsheet

Account Implementation:

• Manage contract rollout using clear and effective communication and best practice templates
• Review contracts to ensure account process deliverables (e.g., engagement, reporting, invoicing) and KPIs are met
• Execute operational processes and create necessary documentation to implement contracts effectively
• Create and maintain all relevant rollout materials (Utilization Toolkit, Referral form, etc.)

Other Responsibilities:

• Collaborate with the CD&M to ensure smooth project execution
• Attend customer calls with clients and present reporting metrics and results as requested
• Create Orbit Matrix/Template for CD&M projects following the receipt of executed contracts
• Manage prepays, invoicing, and billable expenses
• Request and update client reports on a weekly, monthly, and ad hoc basis
• Coordinate and send surveys/evaluations for all coaching and facilitation engagements
• Act as a back-up to the CD&M Project Manager on an as needed basis

Required Experience/Characteristics:

• 1-3 years of relevant experience
• History of working with mid-senior management customers and sales teams
• Highly proficient in computer/data skills including Word, Excel, PPT, and Outlook

Skills for Success:

• Excellent communication skills
• Efficient follow-through
• Highly detail-oriented
• Excellent presentation skills
• Ability to multi-task and adapt to changing priorities
• Ability to build relationships across departments
• Resourceful in finding solutions and not afraid to ask for help
• Creative solutioning and outside-the-box thinking
• Forward-thinking to manage risk

This role is ideal for someone who thrives in a dynamic environment and enjoys taking on diverse responsibilities. If you are detail-oriented, adaptable, and have a knack for building relationships, we encourage you to apply!