Catalyst Client Success

Job description

We are seeking an organized and relationship-driven Client Success Manager to own the ongoing health of Aligned TG’s client accounts after the initial sale. This role is the connective tissue between our clients, our sales team, and our delivery and managed services organizations—making sure clients always have a responsive point of contact, are billed accurately, continue to realize savings on their AWS spend, and are never left without attention between projects. Three things define this role. The first is relationship cadence: maintaining warm, consistent contact with your accounts, staying ahead of business reviews, and being the person a client thinks of first when something changes in their business. The second is responsiveness: answering billing and account questions quickly and directly, routing everything else to the right internal owner, and making sure nothing a client raises goes unanswered. The third is surfacing opportunity: you will often be the first person at Aligned TG to hear that a client is planning a migration, adding a workload, replacing a leader, or running into a problem we can solve—and getting that to the right Account Executive quickly is a tracked part of the job, not an afterthought. Supporting both is a steady stream of account signals you are responsible for acting on. Aligned TG’s Catalyst program covers security health, cost optimization, and architecture review for our resell and managed services clients, and our internal platform automates the underlying scanning, tracking, and reporting. You are not building that tooling and you are not the subject-matter expert; our Catalyst Manager owns that depth. Your job is to work what the platform surfaces: recognize which findings matter, confirm what is actually happening in the client’s business, bring in the right internal resource when a finding needs expertise, and make sure every item reaches a resolution the client understands. This is not a quota-carrying sales role. The Client Success Manager is measured on client retention, business review cadence and quality, responsiveness, and the volume and quality of qualified opportunities surfaced to Account Executives—not on closed revenue. Opportunity flagging is a tracked metric with a defined handoff process: when a conversation reveals a new initiative or expansion opportunity, your job is to get the right Aligned TG resource into the next conversation, not to scope or sell it yourself. You do not need to be an architect or a cloud economist. You do need to be a strong communicator, reliable about following through on anything that carries a deadline, and comfortable enough with billing and platform data to explain it to a client in plain language. This role reports into the Operations organization and works in close partnership with Sales, Catalyst, Managed Services, and Professional Services. Key Responsibilities: • Own the post-sale relationship for an assigned book of accounts with recurring AWS resell, managed services, or support plan revenue, serving as the client’s primary day-to-day point of contact between projects. • Maintain a consistent, proactive outreach cadence across the account base—scheduled and relationship-driven rather than campaign-driven—so clients hear from Aligned TG before they need something. • Plan, prepare, and facilitate recurring business reviews at a cadence appropriate to each account tier, covering security posture, cost optimization, architecture findings, support activity, project outcomes, and forward-looking recommendations. • Surface qualified opportunities to Account Executives through a consistent, documented handoff process—new initiatives, leadership or personnel changes, spend pattern shifts, recurring pain points, compliance or contract deadlines—and track them through to AE acceptance. This is a measured component of the role. • Serve as the first line of response for client questions, resolving billing, account, and access issues directly and quickly, and routing technical issues to the correct internal owner while tracking them to resolution. • Own billing accuracy across the account base, partnering with Sales Operations and our distribution channel to validate invoices and resolve discrepancies before clients have to raise them. • Track and manage the account renewal calendar—including EDP, Private Pricing, support plan, and managed services agreement timelines—so renewal conversations begin with adequate runway. • Own the Catalyst review cycle for your accounts across all three pillars—security health, cost optimization, and architecture review—working the findings the platform surfaces and taking each to a resolution the client understands. • Recognize which findings warrant attention and bring in the right internal resource, partnering with the Catalyst Manager, Solutions Architecture, or Managed Services rather than interpreting technical findings independently. • Track commitment and renewal timelines flagged by the platform—Savings Plan and Reserved Instance expirations, coverage gaps, utilization drift—confirming workload plans with the client before any renewal or resizing decision is made. • Build the QBR deliverable for each account, translating automated platform reporting into a clear client-facing presentation that shows security posture, savings performance, architecture findings, support activity, and forward-looking recommendations. • Brief the Account Executive ahead of every business review so they enter the meeting aligned on account health, open findings, and any commercial opportunity or risk on the table. • Maintain accurate account and commitment records in the internal platform and connected systems, including onboarding new accounts and correcting data issues as they surface. • Participate as a listener in project kickoffs for net-new accounts, building environment and stakeholder context ahead of assuming the ongoing relationship at project closeout. • Partner with Professional Services and Managed Services teams to stay current on delivery health, at-risk engagements, and post-project transitions that affect client sentiment. • Maintain accurate account records, health status, activity history, and renewal timelines in the CRM and internal systems. • Contribute to the development of client success playbooks, account tiering models, QBR templates, and reporting standards that make the function repeatable as the client base grows. What You’ll Gain: • Client Impact: Be the person clients trust between projects, and the reason they stay. • Cloud Fluency: Build marketable working knowledge of AWS commitment economics, cloud financial management, and partner billing models. • Cross-Functional Reach: Work daily across sales, professional services, managed services, and the AWS partner ecosystem. • Ownership: Define and build a function from the ground up, with real influence over how Aligned TG manages its client base. • Team Culture: Join a “Team AWSome” culture built on humility, continuous learning, and collaborative problem-solving. Qualifications: Required Experience • 2+ years in client success, account management, client services, billing operations, or a similar client-facing role within a technology services, MSP, cloud, or consulting organization. • Demonstrated ownership of a client book of business with accountability for retention, satisfaction, or account health metrics. • Experience working with billing, usage, or subscription data and explaining it directly to customers in plain language. • Proven ability to work a recurring queue of deadline-bound items across many accounts without letting dates slip. • Experience partnering with sales and delivery teams through a structured handoff or escalation process. • Track record of building client trust with both technical practitioners and business stakeholders. Technical Requirements • AWS Certified Cloud Practitioner required within 90 days of employment, consistent with Aligned TG’s company-wide certification standard. • Working knowledge of AWS billing and cost constructs, including consolidated billing, usage reporting, Savings Plans, Reserved Instances, and commitment-based pricing agreements—or demonstrated ability to learn them quickly. • Enough general AWS literacy to read automated security, cost, and architecture findings, understand what each is telling you at a conceptual level, and judge which ones need an expert. • Strong presentation-building skills—able to turn automated platform reporting into a clear, client-ready deck without a designer or an analyst. • Solid spreadsheet proficiency for client-facing savings and consumption reporting. • Familiarity with CRM and project management platforms (HubSpot, Salesforce, ClickUp, or similar) and the discipline to keep records current. Leadership & Business Skills • Excellent written and verbal communication, with the ability to run a business review and hold a room of client stakeholders. • Strong commercial instincts—able to recognize when a client conversation has revenue implications and route it appropriately rather than pursue it independently. • Confidence raising difficult issues with clients and internal teams early, before they escalate. • Collaborative mindset with proven ability to partner across sales, delivery, and vendor teams. • Organized and self-directed, capable of building process where none currently exists. Professional Attributes • Client-obsessed, with genuine ownership of outcomes rather than tickets. • Detail-oriented and follow-through driven—the person who closes the loop without being asked. • Comfortable with numbers and unbothered by reconciliation work; accuracy matters here and mistakes are expensive. • Confident yet humble, embodying the “Team AWSome” spirit of collaboration and respect. • Comfortable with ambiguity and energized by defining a role rather than inheriting one. • Proactive learner who stays current with AWS services, programs, and partner model changes. Preferred Qualifications • Experience running a recurring client review program covering cloud security posture, cost, or architecture health. • Hands-on experience with cloud commitment management or optimization platforms (Archera or comparable). • Exposure to cloud security and compliance concepts sufficient to discuss findings credibly with a client. • Experience in a partner-led AWS consulting or MSP organization. • Familiarity with AWS partner programs and funding mechanisms (MAP, POA, MDF, SBAI) and the AWS co-sell motion. • Experience with distribution-based cloud billing and reseller operations. • Background supporting mid-market or regulated-industry clients. • FinOps Certified Practitioner or additional AWS certifications. Experience establishing QBR programs, account tiering models, or client health scoring. Aligned TG empowers organizations to harness the full potential of AWS cloud technologies, driving secure, scalable, and sustainable business outcomes. We approach every challenge with grit, embracing a results-driven mindset to ensure our clients achieve their goals. Our mission is to deliver unparalleled cloud advisory, engineering, financial management, and security services while continuously learning and innovating to stay ahead of industry advancements. Guided by a culture of collaboration and humility—where being “Team AWSome” means leaving egos at the door—we tailor our services to meet the unique needs of technology-enabled startups, mid-market, and enterprise clients. With a focus on execution, agility, and excellence, we are the trusted partner businesses rely on to navigate the complexities of cloud modernization and achieve their strategic objectives.