Hornblower Group · 1 day ago
Client Success Manager
Westlake Village, CA
Full-time
Onsite
Mid Level
$85K/yr - $95K/yr
3+ years expHornblower Group is a global leader in experiences and transportation, and they are seeking a Client Success Manager to oversee the implementation lifecycle for enterprise clients. The role involves managing projects, ensuring successful client onboarding and support, and serving as a liaison between various teams to deliver a best-in-class customer experience.
LeisureTransportationTravel
Responsibilities
Own and manage the full implementation lifecycle across multiple concurrent enterprise projects
Establish and track client progress through defined implementation milestones
Organize and lead all client implementation meetings, including formal kickoff sessions
Build and maintain detailed project plans, timelines, and deliverables
Provide weekly status reporting to clients and internal stakeholders, including risks, blockers, and launch readiness
Ensure schedule adherence and proactively manage scope, dependencies, and resource constraints
Act as the primary point of contact for clients throughout onboarding and launch
Maintain a strong customer-centric mindset focused on long-term satisfaction and retention
Coordinate communication cadence with clients and ensure a smooth transition to Support post-launch
Serve as the liaison between Sales, Product, Engineering, and Support teams
Identify and resolve client issues, including root cause analysis and corrective action
Configure client-specific system settings, templates, and workflows
Lead all client training sessions across departments and user roles
Provide on-site support during go-live and major launches
Demonstrate software capabilities to executive, operational, and technical audiences
Track KPIs and implementation metrics to continuously improve delivery processes
Identify upsell opportunities and introduce additional product features during onboarding
Maintain deep working knowledge of the Anchor Operating System and new releases
Translate customer feedback into actionable internal product recommendations
Develop and maintain implementation documentation, reports, and dashboards
Contribute to refining internal implementation frameworks and best practices
Qualification
Required
Bachelor's degree in Business, Information Systems, Project Management, or related field — or equivalent professional experience (PMP or similar certification preferred)
3+ years of experience in Project Management, Implementation Management, or Client Success roles. Demonstrated experience delivering complex SaaS or enterprise software implementations
Strong proficiency with project management tools and platforms such as JIRA, Confluence, Salesforce, or similar
Proven ability to manage multiple high-impact projects simultaneously
Strong experience working within formal project management frameworks
Exceptional organizational and prioritization skills
Track record of delivering projects on time, within scope, and with high customer satisfaction
Outstanding verbal, written, and presentation skills
Confident communicator with the ability to engage both executive and technical audiences
Strong facilitation skills for meetings, workshops, and training sessions
Ability to translate complex technical concepts into clear business outcomes
Experience with SaaS platforms, POS systems, e-commerce, or web-based applications
Strong analytical and problem-solving skills
Ability to build reports and dashboards for executive-level insights
Comfortable working with system configurations and operational workflows
Highly proactive, self-directed, and accountable
Comfortable operating in a fast-paced, high-growth environment
Strong attention to detail with a process-oriented mindset
Collaborative team player with the ability to lead independently
Adaptable to changing client needs and market conditions
Company
Hornblower Group
Hornblower Group is a global leader in transportation and sightseeing, with over a century of maritime and hospitality innovation.
5001-10000 employees
H1B Sponsorship
Hornblower Group has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (7)
2024 (7)
2023 (2)
2022 (15)
2021 (11)
2020 (2)
Funding
Current Stage
Late StageTotal Funding
$30.15MKey Investors
Synovus
2025-09-09Debt Financing· $30M
2024-02-21Acquired
2021-10-15Seed· $0.15M
Leadership Team
Liz Crisafi
Senior Vice President Marketing
Tony Walker
Head, Global Sales
Recent News
2025-12-02
Company data provided by crunchbase