Client Success Executive

About the Role:

Software Finder is looking for a Client Success Executive to ensure our Clients achieve maximum value from day one. You will guide new Clients through onboarding, provide ongoing support, and build strong relationships to drive satisfaction, retention, and growth.

Key Responsibilities:

Client Onboarding

• Guide new Clients through a seamless onboarding process, ensuring they are set up for success.
• Conduct product demonstrations and training sessions to help Clients utilize our software effectively. Leverage automations, videos, email, in-app support for scale.
• Maintain onboarding materials, including user guides, tutorials, and webinars.

Client Success Management

• Serve as the primary point of contact for a portfolio of Clients, building strong, long-term relationships.
• Monitor Client usage and engagement, proactively addressing issues and providing support.
• Own and manage a portfolio of client accounts, including contract lifecycle management, renewal planning, CRM forecasting, and revenue tracking.
• Develop and execute account expansion strategies aligned with client goals and outcomes, identifying growth opportunities within the existing book of business.

Client Support & Problem Resolution

• Respond to Client inquiries promptly and professionally, providing solutions and guidance.
• Collaborate with Business Development, Product, Client Fulfillment, and Support teams to resolve challenges and enhance the Client experience.
• Lead the Voice of Client program by systematically capturing, analyzing, and synthesizing Client feedback.
• Translate insights into actionable recommendations, ensure cross-functional alignment with Product and internal stakeholders, and close the feedback loop by communicating updates and outcomes back to Clients.

Retention & Advocacy

• Monitor Client success metrics, including churn rates and health scores, and develop strategies to retain at-risk accounts.
• Deliver exceptional service to foster Client loyalty and satisfaction.
• Encourage satisfied Clients to become advocates through case studies, testimonials, and referrals.
• Own and manage a defined book of business, including CRM forecasting, renewal planning, contract lifecycle coordination, and revenue tracking.
• Identify, develop, and execute expansion strategies aligned with client objectives to drive long-term account growth and value realization.

Qualifications:

• Experience supporting Marketing, Demand Generation, Growth, or Revenue teams in B2B environments, with the ability to understand how Clients drive (or funnel callouts of MQL, SQL, etc) pipeline, revenue, and ROI from marketing
• Minimum 4-5 years experience in a Client-facing role, preferably in SaaS, focusing on onboarding and Client success.
• Demonstrated ownership mindset over a book of business, with accountability for retention, expansion, and Client outcomes.
• Strong understanding of SaaS products and Client success best practices.
• Excellent verbal and written communication skills, able to convey complex

This is a remote position.