Client Success Manager

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

📋 Description

• Act as the main point of contact for assigned client accounts, ensuring timely communication, effective relationship management, and resolution of client needs.

• Establish and nurture strong, long-lasting relationships with key client contacts, business executives, stakeholders, and decision-makers.

• Serve as a trusted advisor by comprehending each client’s business requirements, service expectations, contract stipulations, and opportunities for enhanced support.

• Oversee the complete client lifecycle, which includes onboarding, training, activation, ongoing support, renewals, and account expansion.

• Recognize opportunities for upselling, cross-selling, increased service utilization, and additional solutions based on client needs, account history, usage patterns, and business objectives.

• Collaborate closely with sales, operations, marketing, and product teams to foster client growth, enhance the customer experience, and deliver solutions that meet client expectations.

• Keep track of account health, client satisfaction, service usage, communication trends, and potential retention risks.

• Create and implement account management strategies that boost client engagement, increase service adoption, and contribute to revenue growth.

• Oversee customer activations, ensuring that new clients are fully onboarded, trained, and able to go live as swiftly and smoothly as possible.

• Examine customer data, service trends, and account activities to pinpoint opportunities for improvement, consistency in processes, and proactive outreach.

• Address escalated client issues, high-severity requests, service problems, or urgent account requirements with professionalism, urgency, and follow-through.

• Aid retention efforts by proactively identifying client concerns, resolving issues promptly, and maintaining regular communication with clients.

• Contribute to the creation, enhancement, and documentation of Client Success standard operating procedures (SOPs), workflows, communication templates, and best practices in account management.

• Ensure accurate and timely account records are maintained in CRM systems, including client notes, follow-up tasks, opportunities, risks, and account activities.

• Participate in customer success team initiatives by sharing best practices, identifying process gaps, and supporting ongoing improvement.

• Represent KENTECH with professionalism in all client interactions while adhering to strict confidentiality and compliance with company security standards.

⛳️ Requirements

• A minimum of 3 years of demonstrated experience in customer success, account management, client relations, sales support, or a comparable client-facing role.

• Preferred background includes experience in background checks, investigations, screening, compliance, public sector, SaaS, or professional services.

• Proven experience in managing client accounts, nurturing relationships, and supporting customer retention efforts.

• Demonstrated ability to identify opportunities for upselling, cross-selling, renewals, or account expansions.

• Experience collaborating with sales, operations, and leadership teams to drive account growth and enhance client satisfaction.

• Background in building or improving Client Success SOPs, workflows, account management processes, or departmental structures.

• Excellent written and verbal communication skills, with the ability to engage professionally with stakeholders at all levels.

• Capacity to manage multiple client accounts, competing priorities, deadlines, and follow-up tasks effectively.

• Comfortable managing escalations, challenging conversations, and urgent client requests with professionalism and sound judgment.

• Proficient in CRM and marketing automation systems; hands-on experience with TazWorks and HubSpot is preferred.

• Strong attention to detail, organization, documentation, and follow-through skills.

• Ability to work independently in a remote setting while remaining responsive, accountable, and collaborative.

🏝️ Benefits

• 401(k)

• Dental insurance

• Health insurance

• Paid time off

• Vision insurance