Client Success Manager
New
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SMB TeamMarketing Agency
Philadelphia, Pennsylvania, United StatesFull-TimeManager
Salary90,000 - 100,000 USD per year
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Job Details
- Experience
- 4–6 years
- Required Skills
- Project ManagementMentoringAccount ManagementCross-functional collaborationCRMCustomer Success
Requirements
- 4–6 years in client services, account management, or customer success.
- Ability to remain calm under pressure and communicate clearly.
- Proven ability to coordinate across departments without direct authority.
- Experience spotting broken processes, documenting fixes, and implementing them.
- Understanding of the client's perspective and ability to de-escalate.
- Familiarity with CRMs, project management, and ticketing systems.
- Experience coaching or mentoring others.
- Extreme ownership mentality.
- High responsiveness and sense of urgency.
Responsibilities
- Maintain a real-time view of client accounts and health status.
- Identify patterns that precede escalations and perform proactive outreach.
- Own the response process when client escalations occur.
- Conduct debriefs after escalations to identify and close process gaps.
- Help operationalize new procedures with Team Leads.
- Act as the primary resource and escalation path for Team Leads.
- Coach Team Leads on client communication and issue resolution.
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