Client Success Manager

Who we are: 

Illumia is an industry leader in bringing the best integrated technology solutions to education, healthcare, and business campuses worldwide. Illumia was built on the collective expertise of two legacy cultures, and brings together people, technology, and insight to pioneer the art of the experience across the communities we serve. Be a part of this exciting organization and improving the lives of people doing mission-critical work. 

Why join our team? 

We strive to provide the best client experience in the industry. Our success and growth are directly attributed to our people. Our newly named company is dedicated to fostering a culture of integrity, respect, and continuous personal development. We maintain an entrepreneurial spirit, where creativity, innovative problem-solving, and learning agility drive our day-to-day actions. 

What you will be doing:  

As a Client Success Manager (CSM), you’ll be a trusted partner to our clients, driving current solutions, staying up to date, and planning ahead for optimal product usage so they get the most value from our products. Partnering closely with the Account Executive (AE), you’ll proactively manage account renewals, foster client growth, and ensure every client feels supported and set up for success. 

Key Responsibilities & Deliverables 

Account Ownership & Strategic Partnership 

• Act as a trusted subject matter expert (SME), advising clients on solution architecture and product roadmap alignment based on their operational environment and strategic goals. 

• Partner with AEs to execute joint account strategies that drive client success and revenue growth. 

• Lead client onboarding for assigned accounts by ensuring proper account setup in D365 CRM, AHA! Ideas Portal, and support/training portals. 

Renewal Management & Revenue Retention 

• Own the full Illumia renewal lifecycle, ensuring timely and accurate quote delivery and invoicing - e.g., April renewals are invoiced on or before March 31. 

• Develop, negotiate, and secure multi-year renewal agreements, tailoring proposals to client goals and budget cycles. 

• Monitor and report renewal pipeline status weekly in D365 CRM in collaboration with AEs. 

Sales Execution & Transactional Management 

• Generate and manage short-cycle quotes for software, hardware, and service add-ons aligned with territory goals. 

• Facilitate scope and solution calls (e.g., conversion, add-ons) when AE coverage is limited. 

• Approve sales orders by validating pricing accuracy, shipping address and contractual alignment with issued quotes. 

• Provide real-time updates on order status, shipping, and resolve credit or return authorizations with minimal delay. 

Data Stewardship & System Accuracy 

• Maintain complete and accurate client profiles, contact details and product information in D365 CRM, ensuring integrity for sales reporting and forecasting. 

• Monitor account transitions, manage client loss processes, and oversee data quality across systems. 

• Reconcile client data across D365 CRM and other internal systems, proactively identifying discrepancies and implementing corrections to maintain accuracy. 

Product Advocacy & Campaign Execution 

• Drive upgrade campaign execution by understanding upgrade paths, coordinating with Support, and tracking client migrations. 

• Promote product utilization through training recommendations, upsell discussions, and cross-sell of third-party integrations. 

• Support clients in managing the full lifecycle of their technology, including proactive planning for end-of-life equipment and ensuring a well-structured replacement strategy is in place. 

Internal Collaboration & Sales Enablement 

• Contribute to AE-led pipeline reviews, Quarterly Business Reviews, and regional planning sessions to align strategies and share client insights. 

• Promote and coordinate client engagement in product-focused webinars, regional events, user groups, and success programs to strengthen loyalty, uncover opportunities, and support marketing initiatives. 

• Support the VP and sales leadership in achieving regional quotas by aligning client outcomes with business growth. 

Success Metrics 

• On-time renewal execution and increased multi-year contract penetration. 

• Data accuracy in D365 CRM and other internal systems. 

• Client participation in upgrades, campaigns, and training engagements. 

• Hitting sales targets for territory growth through upsells, cross-sells, and expanded platform adoption.  

What You’ll Bring: 

To be successful in this role, you'll bring a mix of relevant experience, communication skills, and the ability to manage a large, active book of business independently. 

Required Qualifications 

• Bachelor's degree or equivalent work experience. 

• 2+ years of experience in sales or customer service, preferably for a software technology company. 

• Knowledge of the higher education market and ability to manage a book of business of 75+ accounts at any given time. 

• Ability to work both independently and in a team environment, with strong oral and written communication skills. 

• Technical proficiency with CRM systems (e.g., D365) and comfort managing quotes, orders, and account data across multiple platforms. 

Preferred Qualifications 

• Prior experience negotiating multi-year contracts and driving upsell/cross-sell revenue. 

• Familiarity with the AHA! Ideas Portal, campus ID & commerce solutions, and third-party integration ecosystems. 

What is good to know: 

Travel for this role can range from 5-10%, primarily for client visits, regional user groups, and industry events. This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required, and management retains the right to assign or reassign duties and responsibilities at any time. 

Competencies and Behaviors 

• Client-centric mindset with strong consultative communication and relationship-building skills. 

• Strong organizational skills and attention to detail for data stewardship, quoting, and pipeline management. 

• Collaborative team player who partners effectively with AEs, Project Mgmt, Support, and sales leadership. 

• Self-motivated and adaptable, able to independently manage a large, active book of business under competing priorities. 

Our leaders are Humble, Hungry, and Smart: 

• Humble: The right leaders for Illumia don't need to own the spotlight — they share credit, define success collectively, and are quick to elevate the contributions of others. This is a company that still writes its story. The leaders who thrive here find energy in building something together, not in being recognized as the smartest person in the room. 

• Hungry: We are not looking for caretakers. We are looking for leaders who are restless about what's possible, self-motivated to close the gap between where we are today and where we need to be, and who are already thinking about the next opportunity before anyone asks. 

• Smart: At Illumia, our leaders must operate across a complex, distributed organization spanning multiple product lines, two legacy cultures, and thousands of customers with competing priorities. Technical skills matter, but the ability to read a room, build trust across functions, and bring people along is what separates a great leader from one who burns the organization out. 

This position is classified as Exempt under the Fair Labor Standards Act (FLSA) and applicable state wage-and-hour laws. 

What you get when you join our team: 

• Flexible time off to include paid holidays and volunteer time. 

• Robust health, dental, and vision insurance plans on your first day of employment 

• Comprehensive employee assistance program (EAP) 

• Employer-paid life insurance/AD&D/short-term and long-term disability insurance  

• Flexible spending account (FSA) or health savings account (HSA)  

• Matched 401(k)  

• Employee stock purchase plan 

Base salary offers for this position may vary based on factors such as location, skills, and relevant experience. Some positions may include additional compensation in the form of bonus, equity, or commissions. 

Your personal information will be handled in accordance with Illumia's Candidate Privacy Notice 

Illumia is an equal employment opportunity employer and considers qualified applicants for employment without regard to race, gender, age, religion, national origin, marital status, disability, sexual orientation, protected military/veteran status, or any other protected factor.