Client Success Manager

About the Role

The Client Success Manager is responsible for driving post-implementation client success, satisfaction, adoption, and retention. Serving as the primary strategic contact after go-live, this role partners with clients to maximize the value of Tyler solutions, proactively address challenges, promote best practices, and ensure long-term client health through ongoing relationship management, business reviews, and cross-functional collaboration. They connect the product, sales, and engineering teams to the client, build rapport, understand client wants and needs, and identify solutions to complex problems.

What You'll Do

• Develops and maintains excellent relationships with assigned clients at the highest levels.

• Collaborate with Product Owners/Managers, Regional Sales Directors, and Implementation Managers to develop a post-implementation vision for clients.

• Measure and report regularly on client health.

• Develop client success plans to identify areas of improvement and reduce the consumption gap for features.

• Regular communication and periodic site visits.

• Document and advise clients on best practices.

• Serve as a point of contact for client escalations.

• Promote client satisfaction and loyalty by understanding their critical business issues and delivering services that help meet their business objectives.

• Coordinate with Support Managers to conduct periodic reviews (Configuration auditing; State reporting verification; System health check; Data backup and recovery review; SLA compliance).

• Manage highly complex and strategic accounts without missing deadlines or client commitments.

• Demonstrate extensive latitude for independent judgment and decision-making.

• Demonstrate the ability to incorporate new information, make quick decisions, and keep the appropriate people informed of rapidly occurring developments.

• Demonstrate the ability to achieve results without having direct control of the resources.

• Build rapport with executive-level clients and employees while actively influencing events and negotiating differences to achieve project goals.

• Identify key influencers and decision-makers such as Chief Information Officers, IT Directors, Finance Directors, Clerk of Court, City/County Clerk, Assessors, Development Directors, Police Chief, etc.

• Understand contract terms for the client.

• Collaborate with client and/or Tyler resources to solve complex business issues.

• Demonstrate product expertise.

• What We're Looking For

• College Degree

• Prior software implementation experience

• CSM/product experience

• Communication

• Patience

• Presentation/public speaking

• Time management/organization

• Willingness to learn

• Ability to research complex processes

• Compensation & Benefits

• Competitive benefits to support your health and financial wellness for you and eligible family members.

• A values-driven culture with opportunities for growth and professional development.

• A supportive environment that recognizes and rewards impact and teamwork.