Client Success Manager

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

📋 Description

• Act as the main point of contact for designated clients following site launch

• Collaborate with clients to plan and oversee site maintenance, updates, improvements, and bug resolutions

• Address client inquiries swiftly and with empathy

• Cultivate client relationships by offering best practices, guidance, and assistance

• Communicate estimates for time/cost, delivery timelines, and client dependencies

• Utilize the Wrike ticketing system and proactively follow up with team members regarding ticket statuses

• Work alongside cross-functional teams, including Project Management, Design, Accessibility, Content Strategy, and SEO

• Provide clients with insights on project workflows and technical aspects

• Ensure quality assurance of tasks and deliverables based on request specifications

• Partner with internal specialists to address complex challenges

• Manage a portfolio of significant retainer accounts

• Explore opportunities to enhance support profitability

• Keep projects aligned with budgeted hours and scope

• Enhance the client experience

• Facilitate learning and development through individual and collective training opportunities

⛳️ Requirements

• Background in direct customer service, training, or an account management position (or similar)

• Exhibit strong communication capabilities

• Proven ability to support others and foster strong, collaborative relationships

• Preferred: Experience with site analytics; setting up, monitoring, and generating reports

• Preferred: Familiarity with website platforms and marketing technologies (e.g., support, management, etc.)

• Approach challenges directly, viewing them as opportunities

• Self-driven and eager to contribute to building initiatives

• Motivated by the desire to ease the workload of colleagues

• View yourself as both a teacher in your craft and a perpetual learner

• Appreciate a varied project portfolio and embrace new technical challenges

• Entry-level to early mid-level position

🏝️ Benefits

• Health/Dental/Vision/Life Insurance

• Employee Assistance Program (EAP)

• 20 days of Paid Time Off (PTO), increasing to 25 days after three years

• 13 holidays (including a week off at the year's end, plus two floating holidays)

• Clique Creative Grant: $1,000 per year to nurture your creative self through education, rejuvenation, and inspiration

• Annual equipment stipend

• 8 sick days

• Paid parental leave

• 401k with matching contributions after one year