Client Success Coach Jobs in Massachusetts (NOW HIRING)

The Client Success Associate is responsible for driving client value realization, retention, and growth across a portfolio of accounts. This role partners closely with clients to align technology outcomes with business objectives, proactively manage account health, and identify growth opportunities. The Client Success Associate serves as a trusted advisor, escalation owner, and growth catalyst while reinforcing disciplined Client Success processes.

• Business challenges turn into solution proposals
• Retention is strong and revenue from existing clients grows predictably
• Client risk is identified early and managed intentionally

• Client retention and renewal rates
• Expansion revenue and growth within assigned accounts
• On-time, high-quality delivery of TBRs and roadmaps
• Referral generation from satisfied clients

• Own the preparation, delivery, and follow‑up of all client Technology Business Reviews (TBRs)
• Translate technical performance, service metrics, and security posture into clear business outcomes
• Set agendas in advance, gather client priorities, and ensure executive-level communication
• Present insights, risks, progress, and recommendations to client stakeholders
• Drive alignment on next steps, investments, and strategic direction following each TBR

• Maintain accurate and up-to-date Technology Maturity Levels (TMLs) for assigned accounts
• Develop, maintain, and evolve client roadmaps aligned with business goals and technical needs
• Ensure roadmaps reflect security, infrastructure, lifecycle, and growth initiatives
• Review and adjust roadmaps regularly based on changes in client objectives or environment
• Use TMLs and roadmaps as the foundation for TBRs and growth conversations

• Serve as the primary relationship owner for assigned clients, building trust with key stakeholders and executive sponsors.
• Identify, qualify, and lead client growth opportunities including additional services, projects, and long-term strategic initiatives.
• Partner closely with Sales, Professional Services, and Operations to scope, propose, and close opportunities.
• Maintain an accurate pipeline of expansion opportunities and support forecasting efforts.
• Proactively manage renewals, upsells, and contract changes with a value-based approach.

• Act as the point owner for at-risk or escalated accounts requiring formal Get Well Plans.
• Develop, execute, and track Get Well Plans focused on stabilizing service delivery, rebuilding trust, and restoring client confidence.
• Coordinate cross‑functional teams to ensure issues are addressed quickly, effectively, and with clear accountability.
• Provide clear communication and regular status updates to internal leadership and client stakeholders.

• Proactively request referrals from satisfied clients at appropriate milestones
• Leverage positive outcomes, TBRs, and successful initiatives to drive introductions
• Collaborate with Sales and Marketing on referral tracking and follow‑up
• Act as a brand ambassador by delivering consistent, high‑value client experiences

• Salary plus commission

• Be Reliable: Follow through, respond with urgency, and close the loop
• Show You Care: Build relationships, communicate clearly, and go the extra mile
• Succeed as a Team: Support peers, focus on solutions, and drive shared success
• Do the Right Thing: Act with integrity and put the client’s best interest firs

• Strong executive communication and presentation skills
• Strategic account management and consultative selling ability
• Ability to translate technical details into business value
• Proven experience managing escalations and complex client situations
• Strong organizational skills and accountability mindset
• Collaborative leadership across service, sales, and delivery teams

• Proven ability to lead, coach, and hold professional, client-facing team members accountable for outcomes.
• Demonstrated ability to navigate client and internal conflict with calm judgment, balancing client advocacy, commercial reality, and operational constraints.
• Clear, confident communicator who can translate complex technical and business concepts into practical, executive-level discussions.
• Proven ability to engage C-suite executives as a trusted advisor, guiding strategic conversations rather than reacting to tactical requests.
• Strong strategic and business acumen, with the ability to connect technology decisions to financial, operational, and risk outcomes for clients.

Comfortable using AI as a strategic thought partner to enhance analysis, preparation, and decision-making-without delegating accountability or judgment.