Client Success Manager – Web Design, Development

This is a fully remote position, open to applicants in Florida, +8 more states.

📋 Description

• Develop and sustain robust, trusted relationships with assigned clients through regular proactive communication and strategic check-ins.

• Comprehend each client’s objectives, priorities, challenges, and success metrics.

• Assist clients in maximizing the value of company products and services by providing guidance, education, best practices, and continuous support.

• Track client engagement, satisfaction, product or service usage, and account health.

• Analyze client data and outcomes to pinpoint trends, successes, areas for improvement, and concerns.

• Establish significant goals, success metrics, and KPIs with clients when suitable.

• Act as the primary advocate for clients internally.

• Collaborate with Support, Product, Sales, Implementation, and other internal teams.

• Identify clients at risk and formulate strategies to enhance engagement and retention.

• Assist with contract renewals by addressing concerns, reinforcing value, and coordinating renewal processes.

• Identify opportunities for expansion and work closely with Sales.

• Conduct client training, product education, and ongoing enablement sessions.

• Inform clients about product enhancements, company updates, and educational opportunities.

• Collect client feedback and share insights to enhance products, services, processes, and the overall client experience.

• Maintain precise client information, interactions, risks, opportunities, and activities in the company CRM.

• Support client advocacy initiatives, such as testimonials, references, case studies, and referrals.

• Enhance Client Success processes, engagement strategies, and the overall client journey.

• This position does not have any direct reports.

⛳️ Requirements

• A Bachelor's degree in business, marketing, or a related field is preferred.

• 2–5 years of experience in client or account management.

• Proficiency in Microsoft Office, including Word, PowerPoint, and Excel.

• Education, training, or relevant job experience in account/client management.

• Experience with web platforms such as WordPress and Kentico.

• Excellent written, interpersonal, and group communication skills.

• Strong problem-solving and analytical abilities.

• Capability to present information effectively in one-on-one and small group settings.

• Ability to multitask, prioritize tasks, and meet deadlines.

• Capacity to work independently with outstanding organizational skills.

• Adaptability to change and work requirements with innovative skills.

• This position may require light travel to support clients and/or attend company events.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Short- and long-term disability insurance.

• Life insurance.

• HSA and FSA options.

• Opt-out credit for waiving health insurance coverage.

• 401(k) plan with a 5% company contribution.

• Vacation, volunteer time, parental leave, and holidays, including floating holidays.

• Discretionary year-end bonuses.

• Annual merit increases based on performance.

• Flexible remote and hybrid work options.

• Ongoing learning and development opportunities.

• Wellness programs.

• Pet insurance.

• Team member discounts.

• Opportunities to engage, connect, and make an impact.