Client Success Manager, Austin, TX (R-20155)

Essential Key Responsibilities

• Be accountable for the assigned Client’s overall success with D&B, including Driving Adoption and Value Realisation activities, Client Satisfaction, customer health visibility, customer maturity support and supporting renewals.
• Monitor and capture customer health indicators, maturity signals, adoption activity, risk indicators and growth signals, and share relevant insight with Sales, Client Success leadership and internal stakeholders.
• Support customer maturity progression by identifying adoption barriers, use-case gaps and practical next steps that help Clients increase adoption, value realisation and business outcomes.
• Contribute customer health, adoption, maturity, value and risk input into T-Minus retention planning in partnership with Sales, while commercial ownership remains with Sales.
• Execute defined Client Success playbooks to support adoption, customer health, value realisation, retention readiness, T-Minus planning and consistent customer success outcomes.
• Partner with Clients to maintain a D&B solution value plan that connects customer objectives, adoption priorities, success measures and value realisation.
• Build and maintain trusted relationships with the Client community through regular engagement, service reviews and business-outcome discussions.
• Deliver external service reviews to review solution adoption, value progress, Client sentiment and agreed practical next steps.
• Work closely with D&B Sales and Client Success Leaders to prioritize Client engagement opportunities based on customer health, maturity, adoption, risk, spend, growth signals and retention readiness.
• Identify risks to Clients achieving their stated business goals and work with the virtual team to build a risk mitigation or get-well plan.
• Coordinate relevant internal and external stakeholders across Sales, Product, Data, Technology, Delivery, Customer Service, Finance, Legal and other teams to support agreed customer success outcomes.
• Capture and communicate Voice of the Client feedback, adoption trends, customer maturity insights, value realisation evidence, risk indicators and product or service improvement opportunities.
• Maintain accurate and timely information in relevant CRM systems and internal tools to support customer health visibility, success planning, T-Minus planning and internal reporting.
• Collaborate with Technical Client Success Managers, Technical Advisory resources or other specialist functions where specialized support is required for technical adoption, integrations, workflow configuration, solution architecture, technical AI expertise or readiness assessments. The Client Success Manager remains focused on customer relationship management, adoption support, value realisation, customer health, customer maturity support, retention readiness and execution of Client Success playbooks.
• Perform additional duties as assigned, provided they are within the overall scope and level of the Client Success Manager role and in line with applicable local legal and company requirements.

Education and Experience

• Minimum of five years of experience working in client support, client success, customer success, relationship management or a comparable post-sales customer-facing role.
• Experience working with Clients dealing with data, analytics, software, digital workflows or business-information solutions.
• Solid customer success or account servicing experience, with the ability to drive adoption, value realisation, customer health visibility and successful renewal-readiness activities.
• Strong collaboration and influencing skills.
• Client-centric approach with good commercial instincts, while recognizing that commercial ownership, pricing, contract negotiation, revenue targets and sales quotas remain with Sales.
• Ability to build and maintain relationships with Clients and internal stakeholders.
• Excellent listening, presentation and communication skills at all business levels, with effective interpersonal skills.
• Ability to use customer health indicators, usage trends, adoption data, CRM information and customer feedback to prioritize practical Client Success actions.
• Understanding of modern Customer Success practices, including success planning, customer maturity support and progression, value realisation, T-Minus Retention Planning, risk mitigation and coordinated stakeholder management.
• Ability to discuss AI-enabled capabilities and automation opportunities from a customer-value and business-outcome perspective, without owning technical implementation, AI architecture, integrations or workflow configuration.
• Self-starter who can work independently, enjoys solving problems and can execute effectively against plans.
• Show an ownership mindset in everything you do. Be a problem solver, be curious and be inspired to take action. Be proactive and seek ways to collaborate and connect with people and teams in support of driving success.
• Continuous growth mindset. Keep learning through social experiences and relationships with stakeholders, experts, colleagues and mentors, and widen and broaden competencies through structured courses and programs.
• Where applicable, fluency in English and languages relevant to the working market.
• Ability and willingness to travel up to 25% as required.