Client Success Manager

(Multiple states)

Full Time

Experienced

Expedient is hiring a Client Success Manager to join the AI team. This position will own the post-sales client lifecycle for assigned accounts, ensuring clients achieve operational and business outcomes through successful adoption of the AI platform. The CSM partners closely with Sales, Solutions Architects, Product, and Support to guide clients through onboarding, adoption, optimization, renewal, and expansion.

Expedient is a managed infrastructure and cloud services provider helping businesses transform their IT operations through hybrid cloud, infrastructure modernization, and increasingly through applied AI. Expedient occupies a unique position between infrastructure operations and applied AI delivery. We hold ourselves to a clear set of values that show up in how we work every day: we exhibit passion, embrace teamwork, demonstrate accountability, show adaptability, and stay focused on results. If that sounds like the kind of team you want to build with, we would love to hear from you.

What You'll Do:

Client Onboarding & Adoption

Lead client onboarding and implementation coordination

Define success plans tied to measurable business outcomes

Drive user adoption and workflow integration

Ensure time-to-value targets are achieved

Conduct Strategic Business Reviews (SBRs)

Strategic Account Management

Develop trusted advisor relationships with executive stakeholders

Align AI platform capabilities to client KPIs

Identify expansion opportunities

Create account growth strategies with Sales partners

Retention & Renewal Management

Monitor client health indicators

Proactively identify churn risk

Build and execute remediation plans

Own renewal readiness and forecasting

AI Value Realization

Help clients quantify:

Productivity gains

Cost reductions

Automation impact

Revenue acceleration

Risk mitigation

Create ROI narratives for executive sponsors

Cross-Functional Leadership

Advocate for client needs internally

Partner with Product on roadmap feedback

Coordinate with Support for escalations

Collaborate with Marketing on advocacy programs

Data & Operational Excellence

Maintain CRM hygiene

Track client usage analytics

Deliver accurate forecasts and health scoring

Manage client lifecycle documentation

What We Are Looking For:
Required:

5+ years in Client Success, Account Management, Consulting, or SaaS

2+ years supporting enterprise software or AI/ML platforms

Experience managing $2M–$5M ARR book of business

Proven retention and expansion success
Executive communication
Commercial negotiation awareness

AI/ML platform fluency

Business process optimization

Change management

Data analysis and storytelling

CRM proficiency (e.g., Salesforce)

Preferred:

Experience in generative AI, automation, or analytics

Familiarity with:

LLMs

AI governance

Prompt engineering

API integrations

Workflow automation

This is a hybrid position requiring proximity to one of our eligible office locations which include Cleveland, OH, Pittsburgh, PA, or Charlotte, NC. Sponsorship is not provided for this role.

Salary for this position is directly related to your own experience, knowledge, and skills.  Estimated range for this role is $80,000 to $110,000

#LI-Hybrid

WORKING FOR EXPEDIENT
We prioritize ongoing education and continuous innovation to remain at the forefront of the information technology landscape. Our commitment to learning is reflected in our comprehensive employee training and tuition reimbursement programs, which are driven by our employees and funded by Expedient 100%.

For our full-time employees we offer an exceptional benefits package including three weeks of paid time off annually that increases with tenure plus your birthday off and a health holiday to be used for preventive care. We offer parental leave, top-tier medical, dental, and vision, disability and life insurance, at an affordable rate, wellness engagement opportunities, and a 401(k) with a generous match.

We also recognize the importance of a comfortable and convenient work environment. We offer a hybrid work model for many roles, paid parking and other perks.

Expedient is an equal opportunity employer. Qualified applicants will receive fair and equitable consideration for employment without regard to their race, color, religion, national origin, gender, protected veteran status, disability, or any other characteristic protected by law.

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