CLIENT SUCCESS MANAGER - BUSINESS INTELLIGENCE (REMOTE, NC, US, REMOTE)

Position Title: [[req_jobTitle]]
​Salary: $125000-$140000

At E15, we are the spark that ignites. Our team delivers next-generation insights based on data, not hunches, to drive business in healthcare, campus, corporate, sports, entertainment, hospitality, and retail industries to help companies make forward-looking decisions to benefit their business and their guests. For more information on what we are about as a company, check us out by following the link below:

Job Summary:

Great technology only creates value when people understand it, trust it, and use it. The Client Success Manager plays a key role in making that happen by leading onboarding, training, communications, and ongoing support for E15's Business Intelligence products.

Leading a small Client Success team, you'll help Compass stakeholders and clients successfully adopt our reporting solutions while partnering across the organization to deliver a consistent, high-quality user experience. Whether you're leading a client training session, developing a communication plan for a new feature, or helping improve our support processes, your focus is always the same: helping users get the most from our products.

Responsibilities:

- Lead and develop the Client Success team, fostering a culture of collaboration, accountability, and continuous improvement.

- Lead the successful onboarding, adoption, and ongoing support of E15's Business Intelligence products, ensuring a consistent, high-quality experience for Compass stakeholders and clients.

- Manage multiple client implementations and operational workstreams simultaneously, balancing priorities across the team.

- Partner with cross-functional teams to ensure new products and features are successfully transitioned from development to implementation and ongoing support.

- Create engaging enablement content to support successful product adoption, including presentations, user guides, knowledge base articles, product demonstrations, instructional videos, and stakeholder communications.

- Lead stakeholder communications, including product launches, feature enhancements, operational updates, and issue resolution communications.

- Present reporting solutions and product capabilities to Compass stakeholders and client users, translating complex technical concepts into clear business value.

- Oversee support operations, continuously improving processes, documentation, and the overall client experience.

- Partner with sales and account teams to support client presentations, RFP responses, and demonstrations that accurately represent E15's Business Intelligence solutions.

- Gather stakeholder feedback and identify opportunities to improve product adoption, client engagement, and operational effectiveness.

Qualifications:

- 5+ years of experience in client success, customer enablement, implementation, consulting, project management, or a related customer-facing role.

- Experience leading or mentoring a team in a fast-paced, collaborative environment.

- Strong presentation and facilitation skills with the ability to communicate effectively to both technical and non-technical audiences.

- Excellent written and verbal communication skills with a passion for creating clear, engaging communications and training materials.

- Demonstrated ability to manage multiple projects and priorities simultaneously while maintaining exceptional attention to detail.

- Experience developing onboarding programs, training content, documentation, or knowledge base resources.

- Proven ability to build trusted relationships and influence stakeholders across multiple levels of an organization.

- Experience supporting software, SaaS, or business intelligence products is preferred.

- Familiarity with analytics and reporting platforms (e.g., Tableau, Power BI), customer support platforms (e.g., Freshdesk), and knowledge management tools is a plus.

- Experience creating training materials or multimedia learning content for software