Customer Success Manager

We are seeking a Director of Client Success to lead and transform our Client Services team into a strategic, proactive client success organization. This leader will be responsible for developing a team culture focused on relationship building, client outcomes, and data-driven decision making.
The ideal candidate brings 10+ years of experience leading Client Success teams, with a proven ability to build scalable processes, implement KPIs and metrics that guide decision making, and cultivate strong partnerships with clients.
This role will focus on helping our organization move beyond task-based support toward deep understanding of client goals, challenges, and opportunities within our platform.

Key Responsibilities

Leadership & Team Development

Lead, mentor, and develop the Client Success team to build a proactive, relationship-driven culture

Establish clear goals, expectations, and accountability frameworks

Build a high-performing team that prioritizes client outcomes over task completion

Client Success Strategy

Develop and implement a Client Success strategy focused on retention, growth, and client satisfaction

Establish client success frameworks including onboarding, engagement, adoption, and renewal strategies

Partner with leadership to ensure the voice of the customer influences product and service improvements

Metrics & Data-Driven Decision Making

Define and implement KPIs and success metrics to measure team performance and client health

Build dashboards and reporting that provide actionable insights into:

Retention and churn risk

Client satisfaction

Use data to proactively identify opportunities and challenges within the client base

Client Relationship Management

Foster strong executive-level relationships with key clients

Ensure the team deeply understands each client’s goals, challenges, and operational needs

Position the company as a strategic partner, not simply a service provider

Process & Innovation

Design scalable processes that support client growth and operational efficiency

Introduce innovative approaches to client engagement and communication

Continuously evaluate tools, workflows, and strategies to improve the client experience

Qualifications

10+ years of experience leading Client Success, Customer Success, or Account Management teams

Demonstrated success transforming reactive support teams into strategic Client Success organizations

Strong experience implementing metrics, KPIs, and data-driven performance management

Proven ability to build long-term client relationships at both operational and executive levels

Experience working with SaaS or technology platforms preferred

Strong leadership, communication, and organizational skills

Government or Utility Experience

Strategic thinker with the ability to translate vision into actionable plans

At Smart Bill, our mission is to provide the best possible experience for our clients in all aspects of their billing and payment needs. We strive to be a one-stop-shop that offers superior service, innovative technology, and transparent communication to create a personalized and efficient bill printing and payment solution that exceeds expectations.