Client Success Manager

OPPORTUNITY TO ENHANCE YOUR CAREER - Its about exceeding your potential.

Within the assessment & succession solution, Korn Ferry Digital offers KF Assess and KF Select, cutting-edge tools designed to evaluate and identify talent across various levels within an organization. KF Assess provides comprehensive insights into employee capabilities and potential, aiding in leadership development and succession planning. KF Select streamlines the hiring process by offering data-driven candidate assessments to ensure the best fit for the role. The growth of KF Digital in this area is driven by the integration of these solutions with advanced analytics, enabling organizations to make informed talent decisions and foster leadership pipelines effectively.

As a Customer Success Manager (CSM), you will play a critical role in helping customers get the most possible value and impact from Korn Ferry solutions and drive strong customer and dollar retention. You will track adoption of the relevant solutions and connect to business outcomes defined by the client. By deeply engaging with key client stakeholders, you will also uncover additional client needs that Korn Ferry can solve. You will be the main contact for your clients to ensure the solution meets their needs and improves key business metrics, and that they have a powerful, positive experience partnering with Korn Ferry.

KEY RESPONSIBILITIES

Customer Value & Strategic Engagement 

• Serve as the primary relationship owner and trusted advisor across assigned Sales & Service accounts. 
• Lead executive-level engagement with both business and technical stakeholders to drive alignment and accountability. 
• Ensure customer satisfaction and demonstrable value at key milestones throughout the customer journey to build long-term loyalty, deepen relationships, and cultivate advocacy. 
• Facilitate Quarterly Business Reviews (QBRs) and strategic check-ins to reinforce value, uncover risks or opportunities, and influence renewal or expansion. 
• Track and communicate solution adoption and measurable impact on business outcomes (e.g., win rates, deal velocity, forecast accuracy). 

Book of Business Management & Growth 

• Own a defined book of business with accountability for customer health, renewal performance, and revenue growth. 
• Build and maintain detailed account success plans and renewal forecasts in alignment with Sales, Product, and Solution teams. 
• Conduct regular analysis of account health, usage trends, risk indicators, and expansion opportunities to inform strategy and outreach. 
• Proactively identify and close success gaps to increase solution utilization and expand value realization. 
• Proactively identify renewal risks and develop joint mitigation plans with Sales, using customer health data, adoption trends, and stakeholder sentiment as inputs. 
• Manage the end-to-end renewal process by forecasting risk, driving customer alignment on value, and partnering with Sales—who owns the transaction—to secure on-time, successful renewals. 
• Surface expansion opportunities based on usage, unmet needs, or strategic initiatives, and smoothly transition qualified leads to Sales with relevant context and value framing. 
• Understand deal structures, pricing models, and business cases well enough to contribute meaningfully to commercial discussions, especially when value realization supports upsell or retention. 
• Meet or exceed portfolio-level KPIs and performance against quarterly and annual targets. 

Collaboration & Insights 

• Collaborate with Sales to create and execute joint account plans, aligning success initiatives with commercial goals to drive upsell, cross-sell, and renewal. 
• Maintain accurate forecasts for renewals and expansion potential within your book of business; provide Sales with timely insights to support pipeline planning and quota attainment. 
• Partner cross-functionally with Sales, Product, and Solution teams to surface customer insights and inform roadmap priorities. 
• Represent the voice of the customer in internal planning forums to improve offerings and drive innovation. 
• Support risk escalation and resolution efforts by partnering with Support, Implementation, and Sales teams to ensure customer issues are resolved with urgency and transparency. 
• Partner with Marketing and Sales to identify customer advocates and capture success stories or testimonials that can be used to drive further expansion and credibility. 

PROFESSIONAL EXPERIENCE/QUALIFICATIONS

• Minimum of 8 years work experience in one or more of the following: Customer Success, Solutions Architecture or Account Management in B2B SaaS, preferably in HR Tech 
• Demonstrated commercial success in increasing renewal rate and / or expansion within an account portfolio.  
• Exceptional written and verbal communication, and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C-level.  
• Experience as an individual contributor developing compelling, data-driven client-facing deliverables as part of QBRs, client presentations, or RFP responses.  
• Experience leading efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects.  

EDUCATION

• Bachelors degree preferred or an equivalent combination of education and experience

Information :

• Company : Korn Ferry Executive Search - US
• Position : Client Success Manager
• Location : United, PA
• Country : US