Client Success Manager

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

📋 Description

• Act as an expert in SMG programs and products.

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

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

• Share best practices, cross-client case studies, training sessions, and practical feature recommendations.

• Align partnership goals, deliverables, and timelines with the objectives of the client's business.

• Facilitate annual or semi-annual surveys and program consultations, maturity assessments, and strategic partnership planning.

• Ensure follow-through on actions that contribute to program ROI.

• Manage client communications regarding deliverables and program updates.

• Address concerns and escalate critical issues until resolution.

• Cultivate relationships with key client contacts and serve as an advocate for clients within SMG.

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

• Collaborate with Sales on additional capabilities.

• Keep accurate Salesforce records for deliverables, client health inputs, and action items.

⛳️ Requirements

• Bachelor’s degree or equivalent experience.

• A minimum of 2+ years in client success, account management, consulting, customer experience, or a similar customer-facing role.

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

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

• Capability to provide consultative guidance, recognize 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.

• Must reside in the United States.

🏝️ Benefits

• Unlimited PTO.

• Extended parental leave.

• Company-issued equipment and tools.

• Fully remote work.

• Competitive compensation and benefits.

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