Client Success Manager

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Job Description

RockDove Solutions serves some of the most widely known brands across most major market sectors with our award-winning issues and crisis management software platform, In Case of Crisis.  This platform is provided as a Software-as-a-Service (SaaS) subscription to clients. As a CSM, you will manage the entire life cycle of an assigned list of clients from onboarding through adoption, ongoing support through expansion and subscription renewal.  


Responsibilities will include:

  • Meet subscription renewal and client adoption goals
  • Develop and maintain a thorough understanding of the In Case of Crisis platform
  • Develop a strong knowledge of the competitive landscape and the clients assigned to you
  • Provide web-based (Zoom) presentations and trainings to assigned clients, and partners
  • Build, develop and maintain strong positive relationships with clients
  • Guide new clients through the setup, implementation, online training and adoption processes
  • Provide utilization and support best practices to clients via phone, web conferencing or other methods
  • Communicate new software features, services and release highlights to clients
  • Work within our company structure and practices to create the conditions for client success
  • Resolve customer inquiries in a professional and efficient manner.
  • Document client interactions in sales CRM (
  • Consistently attend and participate in internal meetings as defined by reporting manager
  • Represent the company with sound and ethical business practices

Prerequisite Experience:

  • BS or BA from an accredited 4-year college with 3 plus years of direct client success management experience working with enterprise-class, B2B accounts
  • Strong track record of developing and maintaining outstanding executive-level customer relationships
  • Superior written and verbal communication and presentation skills
  • Outstanding conflict resolution, problem-solving, and negotiation ability.
  • Experience troubleshooting, answering inquiries and maintaining customer accounts.
  • Experience Training and educating customers on product use and benefit both in-person and online.
  • Ability to uncover sales opportunities for upsells and collaborate with the sales team.
  • Self-motivated, self-discipline, and able to thrive in a fast-paced, client-focused environment 
  • Impeccable organization and time management skills
  • Fluent working with CRM, LinkedIn, Teams, Zoom for internal and communication and presentations.


Work Location, Schedule and Travel: 

The position will be primarily a virtual office.  Post-pandemic meet-up schedule will be defined for once or twice a week at locations, including the RDS Frederick office.  This is a 40 hour a week position. Occasional business travel may be required post-pandemic. 


Base salary, plus commission and bonuses.    

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