Client Success Manager
New
S
SMB TeamLegal Marketing
WFH or come to the office. The choice is yours!Full-TimeMiddle
Salary$85,000 - $90,000 with bonus potential up to $10,000
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Job Details
- Experience
- 4–6 years
- Required Skills
- Project ManagementCustomer SuccessAccount ManagementProcess improvementCRM
Requirements
- 4–6 years in client services, account management, or customer success.
- Proven experience handling high-level client escalations, retention conversations, and difficult client situations.
- Familiarity with CRMs, project management, and ticketing systems.
- Strong organizational skills with proven follow-through and documentation abilities.
- Ability to coordinate across departments without direct authority.
- Comfortable making judgment calls and identifying risk early.
- Capacity to maintain a professional, solutions-oriented demeanor under pressure.
- Proven experience in mentoring others or giving direction to peers.
- Extreme ownership mentality and high responsiveness.
Responsibilities
- Maintain a real-time view of active client accounts and health status.
- Identify patterns preceding escalations and intervene early.
- Coordinate the internal response during client escalations as the primary communicator.
- Conduct structured debriefs after escalations to identify and close SOP process gaps.
- Coach and act as the primary resource for Team Leads on client resolution and communication.
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