The Client Success Manager is responsible for ensuring long-term client satisfaction, securing renewal sales, and driving growth within existing accounts. This role emphasizes maintaining strong client relationships, proactively addressing customer needs, and identifying opportunities for additional services that align with client objectives. The CSM serves as a trusted advisor and advocate for clients, ensuring they receive maximum value from the company’s solutions while contributing to overall revenue growth. 

Who We Are:

Based in Largo, FL, International Cybernetics Company (ICC) has designed and manufactured devices to collect road surface data since its founding in 1975. In May of 2022, ICC acquired Infrastructure Management Services (IMS), which is now fully integrated as the services division of ICC. Together, ICC and IMS boast almost five decades of experience in pavement engineering and analysis, software development, automated data collection equipment manufacturing, and ROW mapping.

We enable data-driven decisions about pavement, sidewalk, and right-of-way (ROW) assets that empower agencies to get the most out of their budgets and deliver meaningful safety, maintenance, and rehabilitation results to their constituents.

Through our Core Values, Put the Customer First, Develop Expertise, Act with Integrity, Avoid Surprises, and Recognize and Reward, ICC emphasizes integrity, accountability, and teamwork in the workplace with a vibrant culture that empowers employees to be the best they can be.

The company has a bright future in the new age of road data collection technology and is looking for team members who wish to be part of that vision.

What We Offer:

Innovation in Action: Join a team that doesn't just follow industry trends; we set them. At ICC, innovation is not a buzzword; it's a way of life. Be part of projects that redefine standards and transform challenges into triumphs.

Collaborative Excellence: We believe in the power of collaboration. At ICC, you'll work alongside industry experts, thought leaders, and passionate professionals who are committed to excellence. Your ideas will not just be heard; they'll shape the future of our industry.

Continuous Learning: Our industry is ever-evolving, and so are we. ICC is a place where learning never stops. Whether it's through training programs, mentorship, or hands-on experiences, we invest in your growth.

Client-Centric Impact: Every project at ICC is an opportunity to make a positive impact. Join us in delivering solutions that not only meet but exceed client expectations. Be part of a team that takes pride in its reputation for world-class customer support.

What We Look For:

Passion for Excellence: If you're driven by a desire for excellence, you'll find your home at ICC. We seek individuals who are passionate about pushing boundaries, solving challenges, and making a real impact in our industry.

Innovative Thinkers: Innovation is the cornerstone of our success. We welcome creative minds who bring fresh perspectives, challenge the status quo, and contribute to our culture of forward-thinking.

Team Players: Collaboration is at the heart of what we do. If you thrive in a team environment, value diverse perspectives, and believe in the power of collective achievement, you'll fit right in at ICC.

Compensation:

• $70,000 - $100,000 base salary
• Performance-based bonus incentives

Benefits:

• 100% employer-paid health benefit for employee coverage.
• Dental
• Long-term disability
• Group life insurance
• Voluntary short-term disability and life insurance.
• Retirement Plan with employer match
• Paid Time Off
• Paid Parental Leave

Education and Experience:

• Bachelor’s degree in Engineering, Business, or related field (advanced degree preferred).
• 1-2 years of experience in a sales or client service-related role.
• Proven track record of securing renewals and expanding services within existing accounts. 

Required Skills:

• Excellent communication, relationship-building, and negotiation skills.
• Strong problem-solving skills with the ability to handle complex client needs.
• Experience working with CRM systems and customer success tools.
• Self-starter with the ability to manage multiple client accounts and priorities effectively.

Responsibilities:

• Client Relationship Management
  • Serve as the primary point of contact for assigned clients, building and maintaining strong, long-term relationships.
  • Conduct regular check-ins, business reviews, and client meetings to ensure satisfaction and alignment with client goals.
  • Act as a client advocate within the organization to resolve issues quickly and effectively.
• Renewals & Retention
  • Lead the renewal process for assigned accounts, ensuring timely contract extensions and minimal churn.
  • Proactively address potential risks to renewal by identifying and mitigating concerns early.
  • Consistently achieve or exceed renewal targets and retention goals.
• Growth & Expansion
  • Identify opportunities to expand account value by recommending additional services, upgrades, or solutions.
  • Partner with sales and product teams to tailor proposals that meet evolving client needs.
  • Contribute to upsell and cross-sell revenue targets within the client portfolio.
• Client Success & Outcomes
  • Ensure clients achieve measurable success using the company’s solutions.
  • Provide best practices, insights,  and guidance to maximize client ROI.
  • Monitor client usage, adoption, and performance data to proactively address gaps or risks.
• Collaboration & Reporting
  • Collaborate with internal teams (sales, operations, product, and support) to deliver seamless client experiences.
  • Maintain accurate account information, renewal forecasts, and expansion opportunities in CRM.
  • Report regularly on client health, retention metrics, and growth opportunities.