Smb Client Success Manager

Summary

Join Wealth.com, a leading estate planning platform, as a Client Success Manager and help clients achieve success with our solution. You will be the primary point of contact, building strong relationships with clients, driving adoption and engagement, and ensuring high retention. This role involves managing multiple accounts, executing activities throughout the contract lifecycle, and collaborating with various departments. You will develop client success processes, address client issues, and utilize CRM systems. Wealth.com offers a collaborative and supportive work environment, recognized as a Great Place to Work. This is a fast-paced, growth-oriented role with opportunities for professional development.

Requirements

• 1-3+ years of proven experience driving SaaS software adoption and expansion with enterprise-level accounts
• Be an entrepreneur at heart with a growth mindset who thrives in a fast-paced, flexible, startup environment; demonstrate the ability to adapt and lead in a high-growth environment
• Build customer rapport and maintain a friendly, thoughtful atmosphere with customers at all times. Be willing and able to address escalated client issues with speed and urgency
• Possess a strong understanding of value drivers in recurring revenue business models
• Demonstrate operational excellence in analytical thinking, process development and improvement, problem-solving, communication, delegation, and planning
• Demonstrate the ability to map the customer/member journey–including the benefits and drawbacks customers face on each step of the journey
• Be flexible and agile in responding to evolving business priorities and dealing with ambiguity
• Collaborate across the organization and with external stakeholders
• Learn new technologies and communicate those concepts to customers with varying degrees of technical expertise
• Be able to travel if needed
• Possess a Bachelor's Degree or equivalent years of experience

Responsibilities

• Maintain and grow relationships with small to medium-sized clients
• Manage and execute relevant activities across multiple accounts throughout their contract lifecycle, achieving renewal targets
• Perform productive hand-offs from sales, successful onboardings, effective adoption motions, periodic business reviews with customer stakeholders, expansion and renewal motions
• Assist in the development of Client Success Processes and Procedures, engaging across departments (Marketing, Sales, and Product) to increase member advocacy
• Collaborate with clients to execute on goals and KPIs
• Drive escalation of client issues, coordinate critical resources in the escalation process, and assist with partner issues through resolution
• Facilitate frequent touchpoint meetings and communications with clients
• Communicate effectively, adapt to working environments and team priorities. Collaborate with multiple divisions and functions to coordinate the timeline of events and activities
• Utilize CRM (Salesforce and ChurnZero) to keep track of key account data, activities, opportunities, and relevant notes
• Display great organization skills and great attention to detail

Preferred Qualifications

Experience in managing relationships with financial institutions such as Wirehouses, RIAs, Investment Companies, Trust Companies, etc

Benefits

• Competitive Medical Plan Options for employees, spouse, family, and domestic partners
• Dental and Vision Plan
• 100% company-paid STD/LTD and Basic Life Insurance
• 401k with employer match and 100% vesting upon hire
• Stock Options
• Holidays and the day off for your birthday!
• Unlimited PTO
• Remote work
• Paid Parental Leave Policy
• Lifetime access to wealth.com platform
• $90,000 - $110,000 a year Base + Variable