Client Manager

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As an Avionté Client Manager, you own the full relationship for a portfolio of accounts, driving retention, on-time renewals, and net-new expansion while ensuring customers realize their desired outcomes from the Avionté platform. Your charter is retention and expansion, core and revenue share, and you own the business outcome for your accounts. You are the single point of accountability for your accounts, and the role requires balancing four disciplines in parallel: building the trusted, executive-level relationships that earn access and candor; multi-threading each account across economic buyers, day-to-day users, and technical stakeholders, from the C-suite to the recruiter level, so continuity never depends on one relationship; getting to know each customer's business, goals, and workflows well enough to spot gaps and opportunities before the customer raises them; and identifying and closing net-new module, product, and partnership opportunities. You lead renewal and expansion conversations, drive adoption and utilization of Avionté's core products and modules, and loop in the right internal teams to resolve incidents and escalations, staying engaged and available to the customer until they're taken care of. Deep knowledge of Avionté's full product, module, and partner ecosystem, including the ability to confidently demo the platform and every package tier (Essentials, Accelerate, Ultimate) and its new inclusions, combined with the judgment to know when a conversation calls for a growth pitch versus a save, is essential to this role. Key performance indicators include Customer Retention (GRR), Net Revenue Retention (NRR), on-time Renewal Rate, Product Adoption/Utilization, Customer Satisfaction, and net-new/partner-sourced revenue.

This is what you'll do:
Revenue Growth & Expansion
  • Own and exceed annual and quarterly quotas through a combination of retention, renewal, upsell, and net-new module cross-sell activity within your account portfolio
  • Own the renewal conversation and strategy for your account portfolio, partnering with CM Leadership on contract execution and on end-to-end renewal ownership
  • Proactively identify gaps between what a customer is using and what their business needs, and build those gaps into net-new core product, module, and value-add opportunities within existing accounts, driving each through a full sales cycle from discovery to close
  • Identify and cultivate new partnership and revenue share opportunities within your accounts, partnering with Avionté's Partner Solutions Consultants to source, scope, and close partner-driven expansion
  • Execute compelling, package-aware demos across Essentials, Accelerate, and Ultimate, speaking confidently to every new package inclusion and deliver ROI-driven business cases that connect Avionté's capabilities to measurable customer outcomes
  • Prepare and deliver Quarterly Business Reviews that go beyond reporting, framing the conversation around renewal timeline, growth, unmet needs, customer health, and the next commercial opportunity
  • Build and maintain executive-level relationships that create access, trust, and receptivity to both expansion conversations and difficult ones, grounded in a real understanding of each customer's business so you can bring them value, not just status updates; know your customers from the C-suite down to the recruiter level, and stay deeply engaged in how their business actually runs
Customer Health, Adoption, Incident Management & Retention
  • Serve as the key escalation point when relationships are at risk or incidents occur; loop in the right internal teams quickly (Support, Product, Development), stay engaged through resolution, and own the outcome on behalf of the customer
  • Assemble and coordinate appropriate internal resources (Support, Product, Development, Compliance) during escalations, clearly defining roles and next steps
  • Be consistently available and responsive as your customers' trusted first call, and help them navigate Avionté, its products, and its internal teams so they always know who to go to and what to expect
  • Monitor customer health, adoption, and utilization data to flag both churn risk and expansion signals before they surface as incidents; build action plans for at-risk accounts and proactive adoption plans for underutilized ones
  • Champion best practices and standardized workflows that drive customer ROI and reduce reliance on custom solutions
  • Deliver the Customer Health Scorecard and other strategic communications to customer leadership on a consistent cadence
Operational & Cross-Functional
  • Use AI-assisted account intelligence and research tools to prioritize outreach, identify buying signals, monitor risk trends, and prepare for high-stakes conversations with precision
  • Coordinate internal resources including Operations, Engineering, Product, and executive stakeholders to support both deal progression and issue resolution
  • Maintain accurate pipeline, account, and health records in CRM, using AI-assisted features to keep data current and forecasting clean
  • Advocate for customer needs internally, routing feedback to product and leadership in a way that strengthens retention and informs roadmap
  • Lead presentations at Avionté's annual user conference
  • Be willing to travel regularly to customer sites and industry conferences to deepen and expand relationships, resolve issues, and close business
This is what you'll need:
  • 5+ years of experience in Account Management, Customer Success, Renewal Management, or a hybrid revenue/retention role, ideally selling or supporting SaaS-based solutions to staffing firms
  • Proven ability to run a full sales cycle within existing accounts — identify, build a case, present, negotiate, and close
  • Experience owning incident management and escalations, including coordinating cross-functional teams under pressure to a resolution
  • Comfort holding both commercial and crisis-management conversations at the executive level
  • Solid understanding of pipeline management, forecasting, and revenue reporting, alongside customer health, adoption/utilization, and risk methodology
  • Experience using product usage/adoption data to drive expansion or retention outcomes, not just to monitor risk
  • Experience identifying or managing partner/alliance-sourced opportunities that expand account value
  • Demonstrated use of AI tools in day-to-day workflow, including account research, prep, outreach personalization, and signal monitoring
  • Strong executive presence with the ability to influence without authority
  • High attention to detail, disciplined follow-through, and strong organizational habits
  • SaaS experience required; staffing industry experience highly preferred
  • Deep knowledge of Avionté's product and packaging (Essentials, Accelerate, Ultimate), with the ability to confidently demo every tier and its new inclusions to customers, is critical to this role
  • Willing to travel regularly to client sites and industry conferences to build and expand relationships across the account
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