Client Success Manager

This is a fully remote position, open to applicants in Kansas, +1 more state.

📋 Description

• Act as an expert in SMG programs and products.

• Showcase features and provide training to enhance the effective usage of SMG tools.

• Oversee client program health and adoption, encompassing survey design, reporting setup, invitation methods, close-the-loop processes, data integrations, and other related program components.

• Share best practices, exemplary cross-client cases, training materials, and practical feature insights.

• Align partnership priorities, deliverables, and timelines with the business objectives of clients.

• Lead annual or semi-annual surveys and program consultations, maturity evaluations, and strategic partnership planning.

• Propel actions that support the program's return on investment (ROI).

• Manage client communications regarding deliverables and program updates.

• Address concerns and escalate critical issues until they are resolved.

• Cultivate trusted relationships with key client contacts and advocate on behalf of clients within SMG.

• Discover opportunities to broaden listening channels and enhance program value.

• Collaborate with Sales on additional capabilities.

• Keep precise records in Salesforce for deliverables, client health insights, and action items.

⛳️ Requirements

• Bachelor’s degree or equivalent professional experience.

• At least 2+ years of experience in client success, account management, consulting, customer experience, or another client-facing role.

• Familiarity with client success, customer experience programs, retention strategies, and value realization.

• Excellent relationship management skills with clients, executives, and internal cross-functional teams.

• Capability to provide consultative guidance, identify risks and opportunities, influence actions, and manage priorities, client communications, and program health across multiple accounts.

• Previous experience in client success, account management, customer experience, customer feedback, market research, or consulting is preferred.

• Willingness to undergo a background check.

• Ability to deliver presentations to clients.

🏝️ Benefits

• Unlimited paid time off (PTO).

• Extended parental leave.

• Company-provided equipment and tools.

• Fully remote work arrangement.

• Competitive compensation and benefits package.

• A culture focused on connection, collaboration, and continuous improvement.