Client Success Manager

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

📋 Description

• Establish and nurture robust client relationships by providing exceptional service and showcasing the value of N2’s print and digital offerings.

• Act as the main point of contact for clients and Area Directors.

• Ensure effective communication to facilitate a seamless client experience.

• Lead the onboarding process by collecting assets and coordinating campaign initiation.

• Ensure campaigns are launched successfully and on schedule.

• Keep precise CRM and billing records up to date.

• Update notes and address payment or account issues as necessary.

• Promote client retention and growth through renewals, upsell and cross-sell opportunities, and proactive measures to prevent cancellations.

• Serve as the primary contact for advertisers.

• Contribute to revenue growth and foster long-term client relationships.

⛳️ Requirements

• Proficient in client account management for ongoing service engagements and retainers.

• Familiarity with CRM systems for B2B services, including monday.com, and experience in account health tracking.

• Understanding of contract management, including renewals, onboarding, cross-sells, and up-sells.

• Knowledgeable in data analysis and reporting on service performance, SLAs, and client outcomes.

• Experienced in process documentation, playbooks, and service workflows.

• Proficient with virtual communication and presentation tools, such as Zoom, Aircall, and email.

• Skilled in risk identification and escalation management.

• Background in managing mid-market or enterprise B2B service clients in a remote setting.

• Proven track record of owning post-sale relationships and acting as the main strategic point of contact.

• Leadership experience in client onboarding, discovery, and expectation-setting for service delivery.

• Experience conducting recurring status meetings, QBRs, and reviews focused on business outcomes.

• Proven experience supporting renewals, expansions, and long-term account growth through value demonstration.

• Skilled in resolving escalations and maintaining client confidence during delivery challenges.

• Experience collaborating across time zones with distributed internal teams and clients.

• Proven ability to retain and grow accounts by aligning services with evolving client goals.

🏝️ Benefits

• Comprehensive health care coverage for you and your family.

• Complimentary basic dental coverage.

• Access to a licensed nutritionist.

• Employee Assistance Program (EAP) offering complimentary mental health resources and additional support services.

• 401(k) plan with company matching contributions.

• Financial planning services available.

• $7,000 contribution towards the purchase of your first home through the First-Time Homebuyer Program.

• Paid time off, including a paid week-long Holiday Break each year.

• Three-week paid sabbatical after four years of employment.

• Parental leave, featuring twelve weeks of paid maternity leave and two weeks of paid paternity leave.

• Monthly reimbursement for remote work expenses to assist with home office and internet costs.

• Pet care insurance and discounts offered.

• Opportunity to contribute positively through N2GIVES, a program dedicated to combating human trafficking and supporting other significant causes.

• Opportunities for professional growth and team development.

• Preference for internal promotions whenever possible.