Client Success Manager Jobs in Boston, MA (NOW HIRING)

ADRM is a leading physical security consulting firm with a bold vision to be the most trusted security firm in the industry. Our mission is to disrupt the security landscape, drive change, and create a truly safer world. We safeguard organizations' critical assets through data-driven risk management solutions. In addition to traditional security consulting services, we provide unique and customized solutions tailored to individual client needs and risk profiles. Our esteemed clients include industry leaders in the Financial, Technology, Data Center, Bio-Tech, Critical Infrastructure, and Higher Education sectors.

Our core values - Balance, Curiosity, Integrity, Respect, Team, and Trust, are at the heart of everything we do. We are committed to embodying these values in every action and interaction. At ADRM, we take pride in our team, who are passionate about their work and the clients we serve. We believe in the importance of work-life balance and support our team members with a comprehensive benefits package.

About the Role

ADRM is seeking a Client Success Manager to support and coordinate strategic client initiatives across large, enterprise accounts. This role serves as a central point of contact between client stakeholders and internal ADRM teams, helping ensure successful communication and execution across multiple services and operational initiatives.

This is a highly collaborative client-facing role focused on account coordination, initiative success, and operational follow-through. The Client Success Manager will work cross-functionally across Managed Services, Design, DEFENDER™, assessments, and other strategic initiatives to help ensure clients receive a seamless and high-quality experience with ADRM.

About You

You are client-focused, highly organized, and execution-oriented, with a strong ability to manage multiple stakeholders and priorities. You’re comfortable in a client-facing role and take pride in delivering clear, professional, and reliable program execution.

You’re tech-savvy (but not a developer), collaborative by nature, operationally minded, and motivated by helping both clients and internal teams succeed.

Responsibilities

Client Success & Account Coordination

• Serve as the primary point of contact for strategic client accounts and initiatives
• Lead client meetings, program reviews, onboarding sessions, and strategic discussions
• Reinforce ADRM’s position as a trusted long-term partner
• Support account growth opportunities through relationship management
• Help coordinate onboarding timelines, milestones, and deliverables across multiple client deployments
• Partner with development and internal stakeholders to help shape appropriate solutions and responses based on client feedback
• Build strong working relationships with client stakeholders and internal teams
• Support long-term client success by helping ensure a seamless and high-quality client experience

Program & Initiative Management

• Lead client onboarding sessions, training, and platform walkthroughs
• Support clients in understanding and using DEFENDER™ effectively for their operational needs
• Help maintain momentum and ensure projects and operational initiatives continue progressing effectively
• Identify gaps and proactively help resolve them
• Program & Project Management: track timelines, milestones, deliverables, risks, dependencies, and action items
• Maintain clear documentation, status updates, and reporting
• Partner with internal teams to ensure smooth execution and issue resolution
• Other duties as assigned

• Bachelor’s degree in Program Management, Communications, Information Systems, or a related field preferred
• 5+ years of experience in client-facing program management, implementation, onboarding, or service delivery or equivalent experience
• Demonstrated experience supporting multiple accounts or stakeholders simultaneously in a structured, organized way
• Strong ability to manage programs end-to-end, including timelines, deliverables, dependencies, and follow-ups
• Comfortable working directly with enterprise and/or global clients
• Strong written and verbal communication skills, including the ability to explain technical concepts to non-technical audiences
• Tech-savvy and comfortable navigating and demonstrating SaaS various platforms
• Highly organized, detail-oriented, and proactive in identifying risks and resolving issues
• Willingness and ability to travel occasionally for on-site client meetings as needed
• Ability to work independently in a remote environment while staying closely connected to internal teams
• Able to pass a comprehensive background check
• Travel occasionally for client meetings and on-site engagements as needed

Why ADRM

• Be part of a forward-thinking physical security firm that is reshaping the industry
• Work in a collaborative environment that values balance, respect, and integrity
• Contribute to a mission-driven company with a commitment to creating a safer world
• ADRM covers 100% of health, dental, and vision insurance premiums for team members and their dependents, ensuring complete support for your well-being and that of your family
• Enjoy a robust 401(k) plan that includes a generous company match and profit sharing
• Team Pride
• Because at ADRM, our people are why we exist