Client Success Manager

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

📋 Description

• Maintains a real-time overview of all active client accounts and their health status.

• Monitors leading indicators such as usage trends, support ticket volume, missed milestones, and NPS signals.

• Identifies at-risk accounts prior to escalation.

• Manages and updates a client health dashboard or tracking system.

• Recognizes patterns that may lead to client escalations and intervenes proactively.

• Coordinates proactive outreach to clients exhibiting warning signs.

• Collaborates with Team Leads to address issues at the team level before they escalate.

• Keeps a detailed log of near-misses and lessons learned.

• Takes ownership of the response when a client escalation occurs.

• Assembles and coordinates the necessary internal resources across functions.

• Acts as the main point of communication with the client during a crisis.

• Manages timelines, follow-ups, and commitments to resolution.

• Conducts structured debriefings following each escalation or near-miss.

• Identifies process gaps that contributed to the issue.

• Presents findings to the VP to address gaps in existing SOPs.

• Aids in operationalizing new procedures with Team Leads.

• Serves as the primary resource and escalation point for Team Leads.

• Ensures Team Leads have the necessary playbooks, tools, and authority to act effectively.

• Conducts regular check-ins with Team Leads to identify emerging client risks.

• Provides coaching to Team Leads on client communication and issue resolution.

⛳️ Requirements

• 4–6 years of experience in client services, account management, or customer success.

• Maintains composure under pressure; communicates clearly when stakes are high.

• Demonstrated ability to coordinate across departments without direct authority.

• Capable of identifying broken processes, documenting solutions, and implementing changes.

• Understands the client's perspective and can effectively de-escalate situations.

• Familiarity with CRMs, project management tools, and ticketing systems.

• Experience in coaching or mentoring others; comfortable providing direction to peers.

• Exhibits an extreme ownership mentality—does not wait for others to resolve issues.

• High level of responsiveness and urgency with both clients and internal teams.

• Ability to navigate challenging conversations without becoming defensive or emotional.

🏝️ Benefits

• We cover 75% of your Medical, Dental, and Vision insurance for you and your family.

• Flexible vacation policy - We encourage you to take the necessary time to recharge, ensuring you can perform at your best.

• Education – A budget for team member education, including courses, events, and books.

• 401(k) plan with a 3% match.

• Option to work from home or come into the office. The choice is yours!