Client Success Manager

Company Overview :

Deighton Associates Ltd. is a global leader in infrastructure asset management software dedicated to helping governments and transportation agencies make smarter data-driven decisions. With its flagship platform dTIMS Deighton empowers clients to manage roads bridges and other critical assets with precision and long-term sustainability in mind. Backed by decades of innovation and a collaborative team culture Deighton is trusted by organizations worldwide to deliver impactful future-ready solutions. Join a team that thrives on open communication collaboration and celebrating wins togetherwhere your contributions are valued and your growth is supported every step of the way!

Job Summary :

We are looking for a highly motivated and results-oriented Client Success Manager (CSM) to own the full client lifecycle for a dedicated portfolio of accounts. This role is crucial for our growth focusing intently on driving client value ensuring high retention and renewal rates identifying and securing expansion opportunities and transforming clients into vocal advocates. The ideal candidate will have experience in B2B SaaS preferably within the infrastructure asset management or enterprise software space and possess a strong commercial acumen.

Key responsibilities :

1. Retention & Renewals :

Ownership of the Renewal and Procurement Process : Proactively manage all renewal opportunities within the assigned portfolio from initial engagement through contract execution ensuring minimal churn and achieving a high net retention rate.

• Client Health Monitoring and Risk Mitigation : Define track and report on key account health metrics (i.e. product usage login frequency support tickets survey responses training needs). Develop and execute tailored success plans for at risk-clients and growth plans for healthy clients.
• Value Realization : Consistently demonstrate the ROI and business value of dTIMS ecosystem to clients aligning software capabilities with their strategic infrastructure asset management goals and priorities.

2. Expansion & Growth

Expansion and Growth : Identify upsell and cross-sell opportunities : Proactively identify client needs that can be addressed by additional features professional services or higher-tier subscriptions.

3. Client Advocacy & Relationship Management

Executive Relationship Building : Cultivate strong trusted advisor relationships with key stakeholders and executive sponsors within the client organization (i.e. Directors of Public Works CTOs Asset Managers Pavement Engineers).

4. Product Expertise & Education :

Maintain a deep understanding of dTIMS ecosystem industry trends and the comprehensive capabilities of our software platform and its integrations.

Qualifications & Skills :

Required :

Preferred / Nice-to-have :

Why Join Our Team

What does Deighton Provide

Deighton Associates Ltd. is proud to be an Equal Employment Opportunity. We do not discriminate based upon race religion color national origin gender (including pregnancy childbirth or related medical conditions) sexual orientation gender identity gender expression age status as a protected veteran status as an individual with a disability or other applicable legally protected characteristics.

Required Experience :

Manager

Key Skills

Customer Service,Client Expectations,Client Requirements,Client Support,Action Plans,Issue Resolution,Account Management,Client Relationships,Service Delivery,Client Service,Client Satisfaction,Client Management,Procedures,Service Level Agreements,New Clients

Employment Type : Full-Time

Experience : years

Vacancy : 1