Client Success Advisor

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of and oversee a portfolio of high-value client accounts.

• Facilitate structured client interactions, ensuring that each meeting includes a well-prepared agenda with data-driven recommendations addressing performance, security, accessibility, and SEO.

• Recognize and secure expansion opportunities within current accounts, such as tier upgrades, development retainers, and additional project work.

• Track client usage in relation to the planned scope.

• Directly address any misalignment and manage discussions about tier upgrades when usage consistently exceeds plan coverage.

• Participate in active Client Specialist discussions when broader commercial opportunities or tier mismatches are detected, even if a ticket is already in progress.

• Hold delivery teams accountable for quality and timeliness of work.

• Identify risks early and escalate issues directly before they arise in client-facing meetings.

• Lead monthly client review meetings, ensuring that all delivered work aligns with quality and timeline commitments.

• Navigate challenging client discussions concerning scope, pricing adjustments, and expectation resets.

• Collaborate with delivery, support, and development teams on larger engagements while maintaining ownership of the client relationship throughout.

• Respond to tier upgrade signals raised by the support team and convert qualified opportunities.

⛳️ Requirements

• A minimum of 4 years' experience in managing client relationships within a B2B services or agency context.

• Extensive experience with WordPress and web technology services, understanding their impact on client KPIs (e.g., knowing how enhancing site organization can boost lead generation).

• Proven ability to identify and secure account expansion opportunities.

• Comfortable engaging in direct commercial discussions regarding pricing, scope, renewals, and upgrades.

• Willingness to advocate internally when delivery quality, timelines, or commercial opportunities necessitate intervention.

• Ability to work collaboratively across teams and engage in active colleague workflows as the client situation requires.

• Excellent remote communication skills.

• Capable of building trust and managing relationships without the benefit of in-person interaction.

• Comfortable functioning in a role with a dynamic structure.

🏝️ Benefits

• Fully remote position.

• Must be available during US business hours.

• Travel not anticipated.