Client Success Manager

4+ years of experience in Client Success, Account Management, or Operations. Proven ability to manage multiple client relationships simultaneously with high attention to detail. Experience working with international clients or startups is highly desirable. Proficiency in HubSpot (CRM), Workable (ATS), GSuite (Sheets, Docs, Slides), and Slack. Strong data literacy and comfort working with reports and dashboards. Excellent written and verbal communication skills in English. Empathetic, solutions-oriented communicator with strong negotiation and problem-solving abilities. Organized, adaptable, and thrives in fast-moving, startup-style environments. Undergraduate degree preferred; equivalent professional experience considered.

Serve as the main point of contact for active clients. Deliver important updates such as Diver transitions. Respond promptly to client questions about billing, leave balances, or other operational matters. Oversee billing-related activities, including tracking payments and resolving failed invoices. Follow up on overdue AR and collaborate with Finance to resolve discrepancies. Calculate fees for cancellations and oversee pause or cancellation processes. Coordinate with Legal for client contracts, NDAs, acquisitions, or policy reviews. Scope and document client requests for role or scope changes. Handle client requests for bonuses, gifts, and equipment. Support expansion and upsell opportunities. Field and follow up on warm referrals from existing clients. Maintain accurate records across HubSpot, Workable, and GSuite. Communicate and collaborate via Slack for rapid cross-team coordination. Identify recurring client issues and propose improvements.