Manager, Client Success

Summary

Join Smith.ai as a Manager, Client Success and partner with Sales, Support, and Onboarding teams, reporting to the Head of Client Success. This fully remote role (within 3 hours of PDT) focuses on ensuring stellar client experiences, driving retention and expansion. You will oversee process and tool development, lead a high-performing team, and work directly with high-value clients. Success hinges on building strong client relationships, fostering a feedback culture, and continuously improving processes. You'll need to be detail-oriented, comfortable in a fast-paced startup environment, and adept at resolving complex situations. The role significantly impacts business growth through client retention, lifetime value, and referrals.

Requirements

• University or college degree in Business, Economics, Marketing, or a demonstrably successful combination of education and work experience
• 5+ years of relevant experience in client services roles, at least some of which occurred in a SaaS/Software company (or at least highly technical product or service)
• 2+ years of experience working with clients
• 2+ years of experience driving new sales and revenue from existing clients
• Experience developing and standardizing Account Management playbooks and decision frameworks
• Exceptional communication abilities, both written and verbal
• Command of client services tools to monitor, assign, track, and analyze team performance, client sentiment, and work efficacy

Responsibilities

• Lead our Client Success team and serve as the central point of contact and lead decision maker on all client related matters
• Develop and grow our Client Success Leadership team
• Partner closely with Sales, Support, and Onboarding to ensure a seamless, end-to-end client journey
• Foster a feedback culture, encouraging continuous learning and improvement across your team
• Deliver an exceptional, enduring experience to clients reflective of our core competencies, SLAs, principles, and values
• Significantly impact business growth through key levers like client retention, lifetime value, referrals, satisfaction, and resolution
• Hire, train, and develop team members, with an eye on skills as well as matching company values
• Maintain highly coordinated communications of your team while working remotely
• In collaboration with your team, develop, refine, and maintain playbooks for the work, tasks, and decision-making protocols within your domain

Preferred Qualifications

Experience working with CSM software like ClientSuccess, ChurnZero, Gainsight, etc

Benefits

• Medical
• Dental
• Vision
• Life insurance
• 401k
• Unlimited FTO