Client Success Manager at SMB Team, Remote in United States

The Client Success Manager serves as the key connector between high-level strategy and daily operations within the company’s Client Services team. Focusing on proactive client health monitoring, early risk identification, and efficient crisis resolution, this position ensures client accounts remain stable and supported.

Key Responsibilities

• Monitor real-time client account health using usage trends, support tickets, and NPS signals to flag at-risk accounts before escalation
• Perform proactive outreach and coordinate with Team Leads to resolve issues at the team level
• Manage crisis response by assembling cross-functional resources and serving as the main client communication point during escalations
• Conduct structured debriefs after escalations or near-misses to identify process gaps and update SOPs
• Enable Team Leads with tools, training, and guidance while running regular risk review meetings

Qualifications

• 4–6 years of experience in client services, account management, or customer success
• Proven ability to handle high-level client escalations, retention discussions, and emotionally charged conversations with calmness and professionalism
• Strong cross-department coordination skills without direct authority
• Experience identifying broken processes, documenting solutions, and implementing improvements
• Familiarity with CRMs, project management, and ticketing systems
• Track record of coaching or mentoring team members and providing direction to peers
• High responsiveness, urgency, and ownership mentality when managing client and internal issues

Benefits And Growth

• Competitive salary range of $90,000–$100,000 plus bonus potential up to $10,000
• 75% employer coverage of medical, dental, and vision insurance for employee and family
• Flexible vacation policy
• Education and learning budget for courses, events, and books
• 401(k) with 3% company match
• Remote or in-office work flexibility