Client Success Manager

Role Overview

HopDrive is seeking a Client Success Manager who will help customers achieve meaningful outcomes with the HopDrive platform and services. You’ll manage a portfolio of SaaS and full-service accounts as a trusted advisor, product advocate, operational partner, and internal champion.

Responsibilities

• Own customer relationships across a portfolio of SaaS and full-service clients; act as primary point of contact
• Understand each client’s definition of success and align the right people, products, services, and processes
• Drive onboarding, product adoption, engagement, and long-term customer value
• Monitor account health and performance using data; identify risks early and remove obstacles
• Coordinate cross-functional execution and manage escalations, commitments, projects, and follow-through
• Identify upsell/expansion opportunities based on client goals, operational needs, and product usage
• Serve as a HopDrive product expert and help clients apply the platform within their operations
• Gather client feedback and partner with Product and Technology to shape priorities and improvements
• For full-service clients, collaborate with Operations to ensure successful delivery (including valet labor)
• Participate in client visits, program launches, trade shows, and industry events as needed

What Success Looks Like

• Clients see you as a trusted, proactive partner
• Increased product adoption and engagement
• Account risks are identified and addressed early
• Client issues are handled urgently with clear communication
• Expansion opportunities are consistently pursued
• SaaS and full-service programs deliver strong, measurable results

Requirements

• Bachelor’s degree (or equivalent)