Client Success Manager

Summary

Join ConsumerAffairs as a Client Success Manager and build strong, lasting relationships with our clients. You will work with the Reputation Management Team to understand client needs, set partnership goals, and ensure those goals are met through product adoption. As a client ambassador, you will identify creative solutions to achieve mutual success. This role requires strong organizational skills, excellent communication, and a proactive approach to client success. A background in account management or customer service is a plus but not required. The primary goal is to maintain high client retention and engagement.

Requirements

• Maintain a 93% or higher retention rate
• Encourage product adoption of 90% of clients
• Ensure 70% of clients are utilizing proactive and consistent review collection

Responsibilities

• Drive client outcomes with a deep understanding of the partners’ success criteria, business drivers and initiatives
• Build relationships with key employees among partners
• Facilitate the smooth onboarding of new partners to ensure successful product adoption and a strong foundation for the partnership
• Proactively monitor and identify client health risks and mitigate churn risk
• Create strategic plans to address clients’ business needs
• Analyze and monitor client data to draw insights with the goal of communicating those findings to clients to increase engagement and utilization with the product
• Lead demonstrations of ConsumerAffairs features to stakeholders of both current and potential partners
• Schedule regular meetings with clients to ensure they are seeing success from our partnership and alignment with their objectives
• Identify process improvements to help drive repeatable and efficient customer engagement
• Quickly and efficiently solve ad-hoc client issues as needed
• Identify opportunities to expand the partnerships
• Collaborate with internal teams (e.g. sales, engineers, senior management) to address clients’ needs
• Ensure accuracy of data to achieve operational excellence

Preferred Qualifications

Having a background in account management and/or customer service and knowledge of our industry

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development
• Work From Home
• Free Food & Snacks
• Equity Plan