Client Success Lead
New
Fully remote, flexible workFull-TimeLead
Salary not disclosed
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Job Details
- Experience
- Four or more years
- Required Skills
- Data AnalysisMentoringCoachingAccount ManagementCRMHubSpot
Requirements
- 4+ years in client success, account management, or client-facing delivery.
- Experience in a service, professional-services, or finance environment.
- Experience leading, coaching, or mentoring others in a formal or informal capacity.
- Proven track record of maintaining client relationships and ensuring retention.
- Excellent written communication skills and a warm, empathetic approach.
- Proficiency with CRM software (e.g., HubSpot) and using data to track client needs.
- Ability to remain calm and organized during busy seasonal peaks.
- Thrives in a remote, distributed team environment.
Responsibilities
- Lead a pod of 4–5 CSMs through regular 1:1s, coaching, and day-to-day support.
- Own the pod's performance, including client retention, CSAT, revenue, and CSM progress reporting.
- Manage a focused personal portfolio of clients to a high standard.
- Serve as the first escalation point for complex or sensitive client situations.
- Onboard and develop new CSMs to ensure a clear path to confidence.
- Partner with the Director on capacity planning and process improvements.
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