Customer Success Manager - Print Major Accounts

The Customer Success Manager is responsible for strategically managing client relationships in the Major Accounts - Print Division after the contract has been finalized. This role is responsible for ensuring long-term client satisfaction, retention, and value realization throughout the contract lifecycle. Acting as a trusted advisor, the Relationship Manager exercises independent judgment to influence outcomes, assess account health, and shape the overall client experience strategy while partnering cross-functionally to resolve risks and drive alignment.
ESSENTIAL FUNCTIONS:

• Serve as the lead strategic advisor on client experience and relationship management post-close.
• Oversee the development and execution of client engagement and experience strategies throughout the contract lifecycle.
• Foster and maintain robust executive-level relationships with primary client stakeholders and decision-makers.
• Design and implement tailored engagement initiatives for assigned key accounts.
• Manage a strategic book-of-business plan focused on client loyalty, retention, and sustainable growth.
• Align engagement strategies with clients’ business objectives and evolving requirements.
• Monitor, analyze, and interpret client experience metrics and sentiment indicators.
• Proactively identify potential risks affecting account health and recommend remediation strategies to leadership.
• Escalate systemic or cross-functional challenges and drive resolution strategies.
• Act as a strategic liaison between clients and internal teams to ensure alignment of expectations.
• Provide comprehensive guidance regarding contract lifecycle stages, milestones, and service delivery standards.
• Deliver executive-level insights into best practices, optimization opportunities, and value realization.
• Ensure messaging consistency and alignment across all client interactions.
• Assess factors influencing renewal risk and retention likelihood.
• Supply strategic relationship insights to Renewals and Sales teams without engaging in transactional processes.
• Support seamless client engagement continuity during renewal discussions.
• Track key account health indicators and distill findings into actionable recommendations.
• Advise on strategies to mitigate churn risk and surface upsell or expansion opportunities.
• Prepare executive-level reports on client experience trends and account performance.
• Draft client-facing communications and executive summaries to support informed decision-making.
• Maintain accurate and up-to-date CRM documentation to enhance visibility and forecasting.
• Remain compliant with Marco policies and procedures as outlined in the employee handbook.
• Participate in all required company and departmental meetings.
• Perform additional related duties as assigned.

QUALIFICATIONS

• Bachelor’s degree or equivalent experience or associate degree with two to three years of experience.
• Minimum of 3 years in Client Success, Account Management, or a strategic customer-facing role.
• Demonstrated ability to exercise independent judgment and influence business outcomes.
• Strong executive-level communication, presentation, and relationship-building skills.
• Experience with CRM systems, such as Salesforce, is preferred.
• Valid Driver’s License, proof of personal insurance, and an acceptable driving record.

REQUIRED SKILLS:

• Ability to own post-close client relationships and experience strategy, serving as a trusted advisor throughout the contract lifecycle to drive satisfaction, retention, and value realization.
• Demonstrated skill in building and sustaining executive-level partnerships aligned to client business objectives.
• Proven capability to develop and execute tailored engagement strategies for key accounts, analyze client sentiment and experience signals, and proactively mitigate retention and renewal risk using independent judgment.
• Strong judgment and influence skills to interpret account health indicators, identify systemic risks, and recommend corrective actions to leadership while influencing cross-functional alignment without operational ownership.
• Exceptional executive-level written and verbal communication skills, including the ability to deliver guidance on contract lifecycle, service expectations, and optimization opportunities, while ensuring consistent messaging across all client touchpoints.
• Analytical ability to synthesize qualitative and quantitative data into actionable insights, evaluate renewal probability factors, and provide strategic advisory support to Sales and Renewal partners without performing transactional activities.
• Strong collaboration and documentation skills, including acting as a strategic liaison between clients and internal teams and maintaining accurate, timely CRM records and executive-level summaries to support decision-making and forecasting.
• Standard Marco work hours are Monday through Friday from 8:00 AM to 5:00 PM. Hours may vary and include nights, weekends, and holidays.

Pay Range: $53,001-$82,152 annually

The pay range listed for this position is based on candidate's skill level, experience, relevant licenses, and educational background. For detailed information about our benefits, please visit our careers page at www.marconet.com/careers.