Manager, Client Success

Essential Functions

Team Leadership & Development

• Hire, coach, and mentor a high-performing team of Client Success Managers
• Foster accountability, celebrate wins, and build a culture of inclusion, feedback, and results

Client Success Strategy

• Drive strategies that improve client satisfaction, retention, and expansion
• Support client escalations while empowering CSMs to manage challenges effectively

Operational Excellence

• Streamline processes, tools, and workflows to enable consistent delivery of client outcomes
• Lead projects that enhance team efficiency and scale performance

Training & Enablement

• Provide onboarding and ongoing development opportunities for CSMs to maintain high standards of client service and client-first practices

Data-Driven Insights

• Leverage NPS, CSAT, GRR, and other metrics to identify trends, inform strategy, and provide leadership with transparency into team performance

Collaboration & Communication

• Partner with cross-functional teams—including Sales, Product, Marketing, and SEO—to ensure integrated client strategies and align on priorities

Change Leadership

• Guide the team through organizational or process changes, ensuring smooth adoption and minimal disruption to client service

Retention & Growth

• Partner with CSMs to drive renewal and upsell strategies, joining client calls as needed to expand client value, secure revenue growth, and maintain trust

Requirements

• 2-4 years of experience managing a team, ideally within SaaS, technology, or marketing services
• 5+ years of direct client-facing experience with a proven record of driving retention and expansion
• Strong knowledge of digital marketing strategy, including paid advertising, social media, content, and SEO
• Proficiency in CRM and project management tools, with a track record of implementing process improvements (Salesforce experience a plus)
• Excellent communication skills, with the ability to influence clients, teammates, and executives

Nice-to-Haves / Culture Fit

• A client advocate who ensures client success and satisfaction remain top priorities
• A multiplier who elevates the performance of those around you
• Collaborative, empathetic, and focused on building a positive, high-performing culture
• Analytical and process-oriented, always seeking opportunities to optimize and scale success
• Resourceful and action-oriented, balancing big-picture strategy with hands-on problem solving