Manager, Client Success

Summary

Join Smith.ai as their Manager of Client Success to lead client relationships, drive retention and growth, and enhance the experience for 3,000+ businesses. This key leadership role offers the opportunity to build and scale a team and directly impact company growth. You will lead and scale the Client Success team, own client experience, collaborate across departments for seamless client journeys, and develop performance frameworks. The role also involves partnering with high-value clients, driving retention and expansion, building a culture of improvement, and hiring and developing team members. Smith.ai is a fully remote company offering competitive compensation and benefits.

Requirements

• 5+ years in client-facing roles—at least some in SaaS or technical services
• 2+ years of experience managing a team—you know how to lead, coach, and grow people
• 2+ years driving revenue growth from existing clients through upsells, renewals, or expansions
• Proven ability to develop scalable customer success frameworks
• Comfortable working remotely and leading distributed teams
• Clear, empathetic communicator who can navigate complex issues with diplomacy and tact
• Thrive in ambiguity and are ready to build the future, not just maintain the status quo

Responsibilities

• Lead and scale our Client Success team with empathy, rigor, and accountability
• Be the go-to owner of all things client experience—from onboarding to renewal
• Collaborate across Sales, Support, and Onboarding to ensure a seamless, end-to-end client journey
• Develop and refine playbooks, processes, and performance frameworks that your team can execute with clarity and confidence
• Partner with high-value clients directly, ensuring they see Smith.ai as mission-critical to their success
• Drive client retention, satisfaction, and expansion with a data-informed, relationship-first approach
• Build a culture of feedback, ownership, and continuous improvement on your team
• Hire, coach, and develop team members with a strong eye for both talent and culture fit

Preferred Qualifications

Tools-savvy—bonus if you've worked with platforms like ClientSuccess, ChurnZero, or Gainsight

Benefits

• Fully remote team—you can work from anywhere in the U.S. (at least within 3 hours of Pacific time)
• Competitive compensation ($100–120K depending on experience), plus equity
• Robust benefits package including medical, dental, vision, 401(k), life insurance, and unlimited FTO
• Work with passionate, kind, and driven teammates across the globe
• A mission that matters: Helping small businesses succeed in an AI-powered world