MCL Solutions · 7 hours ago
Customer Success Manager
Bolingbrook, IL, USA
Full-time
Onsite
Mid, Senior Level
$80K/yr - $125K/yr
5+ years expMCL Solutions is seeking a dynamic and experienced leader to manage their Account Management and Customer Success teams. This role is responsible for driving client satisfaction, retention, and growth through exceptional service delivery and strategic account management.
Construction
Responsibilities
Manage and mentor Account Managers and Customer Success Specialists
Foster a collaborative, high-performance culture focused on client outcomes
Set clear goals, provide regular feedback, and support professional growth
Oversee strategic account planning and execution to ensure client retention and expansion
Serve as an escalation point for complex client issues and ensure timely resolution
Participate in monthly business reviews for accounts (Internal & External)
Partner with Sales and Product teams to align client needs with solutions
Build deep, trusted relationships with key stakeholders, from day‑to‑day contacts to executive sponsors
Develop and implement processes to improve efficiency and client experience
Monitor KPIs such as retention, NPS, and account growth; report on performance monthly to the Executive Leadership Teams
Drive adoption of tools and best practices across both teams
Identify opportunities for upsell/cross-sell and collaborate with Sales to execute
Contribute to customer success strategy and roadmap to support company objectives
Advocate for client needs internally to influence product development and service enhancements
Partner with Support and Engineering on escalations, ensuring quick resolution and proactive prevention
Work with Product Management to relay customer insights and feature priorities
Coordinate with Marketing and Professional Services to curate the right resources at the right time, inline with market trends
Understand customer KPIs, financial drivers, budget cycles, and strategic priorities
Articulate ROI and business value using data-driven insights
Partner with Sales to support renewals, expansions, and long-term account strategy
Develop and execute customer success plans focused on driving adoption, business outcomes, and long‑term value
Conduct regular business reviews (QBRs) to highlight progress, surface risks, and refine strategy
Guide customers through onboarding, change management, and solution expansion
Qualification
Required
Bachelor's degree in Business, Marketing, or related field (MBA preferred)
5+ years of experience in Account Management, Customer Success, or related roles
2+ years of leadership experience managing teams
Strong communication, negotiation, and relationship-building skills
Proven ability to analyze data, identify trends, and implement improvements
Experience with CRM and Customer Success platforms (e.g., Salesforce, Gainsight)
Preferred
MBA
Company
MCL Solutions
MCL Solutions is a family of brands that is reshaping the way companies go to market and get to the market.
Marietta, Georgia, US
11-50 employeesFunding
Current Stage
Early StageLeadership Team
Stephanie Mains
Chief Executive Officer
Mark Hanson
Chief Technology Officer
Company data provided by crunchbase