Remote Client Success Manager

Summary

Join our team as a Client Success Manager and build strong relationships with clients to ensure their success, adoption, and satisfaction with our products/services.

Requirements

• Bachelor's Degree or equivalent experience
• 3-5 years of experience in a client-facing role, preferably in account management or customer success
• Strong communication and interpersonal skills, with the ability to build rapport and trust with clients
• Proven track record of managing client relationships and driving customer satisfaction
• Demonstrable self-starter, curious, and solution focused
• Excellent problem-solving skills and the ability to think strategically to identify opportunities for client success
• Experience working in a fast-paced environment with the ability to adapt to changing priorities
• Expert level time management & prioritization skills
• Proficiency in CRM software (e.g., Salesforce) and other relevant tools is a plus

Responsibilities

• Develop and maintain strong relationships with assigned clients, serving as their primary point of contact
• Create and execute strategic account plans to enhance client retention, expand opportunities, and achieve positive business outcomes
• Support clients in adopting and optimizing payment solutions, ensuring they are leveraging all available features to meet their needs effectively
• Drive product enablement by offering proactive recommendations, facilitating training sessions, and providing resources to ensure clients fully understand and utilize our products
• Oversee and coordinate the delivery of services, ensuring that all client engagements are handled efficiently and meet or exceed client expectations
• Identify and pursue upsell opportunities by showcasing the value of additional products and services. Work closely with clients to understand their evolving needs and offer relevant solutions
• Manage and communicate during incident resolutions, ensuring clients are kept informed and that issues are addressed promptly and effectively
• Handle escalation communications with professionalism and urgency, resolving complex issues and ensuring a seamless client experience
• Document and analyze client churn or post-mortem cases to identify trends, learnings, and opportunities for improvement
• Conduct regular check-ins with clients to review their progress, gather feedback, and identify areas for improvement. Schedule and facilitate Quarterly Business Reviews (QBRs) as needed
• Act as an advocate for the client within the company, ensuring their feedback is effectively communicated and acted upon
• Work closely with sales, product, and support teams to address client needs, gather feedback, and drive product enhancements
• Monitor client usage and performance metrics, proactively addressing any issues or concerns to ensure a positive client experience

Benefits

• Remote working environment
• Ability to work in a physical office, if near one of our offices (Wilmington, Irvine, and Austin)
• One America 401k plan with 4% employer matching on total earnings, not just base (100% fully vested)
• Company Bonus Plan or Target Sales Commission Plan
• Flexible Open Paid Time Off Plan
• Paid Parental Leave Policy
• 10 paid holidays
• 16 hours of paid volunteer time
• Blue Cross Blue Shield benefit network (medical/dental/vision)
• Low-deductible PPO option or HDHP option with employer contributed HSA
• Dental with child orthodontia
• 100% Employer paid Short Term Disability/Long Term Disability/Basic Life/Accidental Death & Dismemberment Insurance
• Health and wellness benefits including gym and Headspace reimbursement
• Professional development opportunities