The Client Engagement Lead builds strong, value-driven partnerships with assigned clients to ensure their satisfaction, retention, and success. This role is responsible for day-to-day relationship management, driving product adoption, and improving Net Promoter Scores (NPS) by delivering meaningful client outcomes and removing friction in their experience.
Client Partnership & Retention
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Own overall client satisfaction, retention, and NPS outcomes
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Act as the primary client relationship owner and ensure clients have a clear understanding of who to contact for success planning, training, and support
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Coordinate with regional teammates to deliver a unified client experience
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Build trusted relationships with assigned clients, acting as their primary point of contact
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Lead recurring client meetings, including Quarterly Business Reviews (QBRs), focused on alignment, performance, and value realization
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Develop and maintain tailored Client Success Plans
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Operate in a matrixed environment—balancing strategic guidance from the Director of Client
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Engagement with day-to-day alignment to the Client Experience Manager. Ensure both leaders are informed of client priorities, risks, and outcomes to support a cohesive experience
Product Adoption & Value Realization
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Analyze consumption gaps and help clients expand their product use to achieve specific business goals
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Educate clients on features, updates, and product capabilities to maximize value
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Serve as a product liaison, connecting internal resources to client needs
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Guide clients through early stages of cloud adoption, helping them understand new workflows and unlock cloud-specific value
Issue Ownership & Communication
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Take end-to-end ownership of client-reported issues and questions, even when resolution spans other teams
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Provide timely updates aligned with internal SLAs, ensuring clients always know the status of their inquiry
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Collaborate with Regional team, Development, and Services to track progress and advocate for resolution
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Transparently communicate both challenges and solutions, building trust through honesty and follow-through
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Step in to handle support incidents as needed, especially during high-volume periods
Client Advocacy & Feedback
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Actively rack and improve assigned clients’ NPS performance through relationship building, issue resolution, and value delivery
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Use NPS data to inform outreach plans and success strategy adjustments
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Demonstrate a genuine passion for helping clients succeed and a belief in the value Tyler’s solutions provide
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Confidently communicate product strengths and relevant use cases to clients during meetings, calls, and success planning
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Share real stories of how other clients have solved similar problems or achieved specific goals with our tools
Client Health & Risk Awareness
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Monitor client health scores and identify early indicators of churn or dissatisfaction
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Track client engagement and usage trends to adjust success strategies accordingly
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Proactively flag at-risk accounts and collaborate internally to get them back on track
What Success Looks Like
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Clients demonstrate loyalty and satisfaction through strong Net Promoter Scores (NPS) and qualitative feedback
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Documented increases in adoption and closed consumption gaps
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All client-reported issues are resolved or escalated with clear, timely communication
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Strong internal reputation as a reliable client advocate and issue owner
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Clear success stories and retained relationships over time
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2+ years in customer success, support, or implementation
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Strong communication and follow-through with both clients and internal teams
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Accountability mindset: sees issues through to resolution and keeps clients informed
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Skilled at analyzing client behavior, identifying trends, and driving improvements
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Comfortable managing multiple clients and priorities simultaneously
