Client Success Manager

Company overview:

Blue Orange Digital is a cloud-based data transformation and predictive analytics development firm with offices in NYC and Washington, DC. From startups to Fortune 500s, we help companies make sense of their business challenges by applying modern data analytics techniques, visualizations, and AI/ML. Founded by engineers, we love passionate technologists and data analysts. Our startup DNA means everyone on the team makes a direct contribution to the growth of the company.

Position overview:

As a Client Success Manager (CSM), you will own the successful delivery of multiple concurrent data and software projects while cultivating long-term, strategic client relationships. You will blend account management savvy with light project management discipline and high-level technical acumen—think interpreting data models, understanding data lifecycles, and navigating modern development workflows—to ensure our teams deliver high-impact, value-driven solutions.
Beyond delivery, you will act as a growth catalyst within your accounts by identifying and driving revenue opportunities. This includes surfacing upsell and cross-sell potential based on evolving client needs, orchestrating timely renewals, and executing account mapping strategies to expand our presence across business units and decision-makers. You’ll partner closely with our Technical Delivery, Project Management, and Sales teams to convert client insights into actionable growth plans and ensure that every engagement maximizes both client value and lifetime account potential.

Responsibilities:

Client Retention & Health

• Serve as the primary point of contact and trusted adviser for 6–10 strategic accounts.

• Orchestrate structured onboarding, project plans, and executive business reviews.

• Track NPS, usage, and sentiment signals—triggering proactive playbooks to prevent churn.

Upsell & Cross-Sell Growth

• Own a revenue quota for renewals, upsells, and cross-sells.

• Continuously surface expansion ideas (new data products, ML & AI POCs, managed services).

• Shape Statements of Work, MSAs, and negotiate terms.

• Forecast pipeline and communicate wins, blockers, and lessons learned to leadership.

Product Ownership Lite

• Run discovery workshops; translate business outcomes into technical requirements and acceptance criteria in collaboration with Blue Orange sales engineering and tech leads.

• Maintain high-level roadmaps and ROI dashboards for stakeholder transparency.

Technical & Agile Fluency

• Hold confident conversations about cloud data stacks (AWS/Azure/GCP, Snowflake/Databricks, dbt, modern BI).

• Write quick SQL or notebook queries to demo insights or verify data issues.

• Collaborate with Project & Program Managers on sprint cadence, ensuring adherence to schedules and budgets.

Issue Resolution & Advocacy

• Lead escalations with empathy and urgency, coordinating the right engineers or SMEs.

• Document root-cause learnings and feed them into continuous-improvement loops.

• Be an internal Champion for the customer, maintaining client delight.

Thought Leadership

• Stay current on data-/AI-services trends; share best-practice content with clients and the Blue Orange community.

• Provide insights to fellow development team members in consultative communication and a customer-centric mindset.

• Act on the leading edge, implementing and embracing AI-enabled workflows in your day-to-day.

Requirements:

• 5+ years in Customer Success, Account, or Client Services roles within data, analytics, software, or related tech consulting.

• Proven quota-carrying success driving renewals, upsells, and cross-sells.

• Working knowledge of modern data tooling (cloud warehouses, ELT/ETL, BI) and Agile/Scrum concepts.

• Strong communicator who can tailor conversations from practitioner level to C-suite.

• Demonstrated ability to translate business goals into actionable requirements for technical teams.

• Excellent problem-solving, organization, and multitasking skills; thrive in a fast-growth environment.

• Comfortable navigating large, matrixed enterprises and influencing without authority.

• Embraces generative AI in practice with an understanding of its evolving applications across business use cases.

• Bachelor’s degree in a relevant field (Business, Computer Science, Engineering, or similar).

• U.S. work authorization required; we cannot provide sponsorship at this time.

Preferred qualifications:

• Certifications with partners such as Snowflake, AWS, GCP, Azure, or Databricks (or ability to obtain within 90 days).

• Hands-on experience with CRM and collaboration stacks (HubSpot/Salesforce, ZoomInfo, Confluence, Asana, Jira).

• Prior exposure to a start-up or growth-stage professional-services firm.

Benefits:

• 401k Matching

• Unlimited PTO

• 100% remote role with an option for hybrid

• Healthcare, Dental, Vision, and Life Insurance

• Paid parental/bereavement leave

• Cell phone/internet reimbursement

• Home office stipend
  

Salary: USD $80,000–$100,000 base (anticipated OTE: $110,000–$130,000)

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Background checks may be required for certain positions/projects.

Blue Orange Digital is an equal opportunity employer.