Client Success Manager

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Job Description

RockDove Solutions is a growing Software-as-a-Service (SaaS) company with hundreds of leading brands as clients.  We host and support an award-winning issues and crisis management software platform called In Case of Crisis.  This platform is a 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 training to assigned clients
  • Develop and maintain strong relationships with clients
  • Guide new clients through the setup, online training, and adoption processes
  • 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 2 plus years of direct client success management experience working with enterprise-class, B2B accounts
  • Solid track record of developing and maintaining outstanding customer relationships
  • Superior written and verbal communication and presentation skills
  • Experience troubleshooting, answering inquiries, and maintaining customer accounts.
  • Experience Training and educating customers on product use and benefit.
  • Self-motivated, 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.
  • Comfortable working from a home office


Work Location, Schedule, and Travel: 

The position will be primarily a virtual office.  The 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. 


Competitive base salary, plus commission and bonuses.    

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