Client Success Manager

Client Success Manager

Reports To: Controller & HR Administrator

Employment Type: Full-Time

Location: Office-Based

Compensation: $60‑80k/yr.

The Client Success Manager (CSM) is responsible for ensuring a consistently positive, professional, and well‑managed client experience. This role owns the day‑to‑day client journey, with a focus on service quality, clear communication, and timely resolution of client needs.

The CSM serves as a trusted point of contact for clients and works closely with internal teams to ensure concerns are addressed efficiently and thoughtfully. This position is ideal for someone who remains calm under pressure, approaches challenges with a solutions‑oriented mindset, and takes pride in helping both clients and teammates succeed.

• Serve as the primary point of contact for client service inquiries and requests
• Triage incoming issues based on urgency, scope, and complexity
• Communicate with empathy, clarity, and professionalism — especially during stressful situations
• Gather photos, videos, or documentation to support effective resolution
• Clearly explain services, expectations, and next steps to clients
• Proactively follow up to confirm resolution and client satisfaction
• Identify recurring concerns and recommend improvements to the service experience

• Route issues to the appropriate internal teams with full context
• Track service requests through resolution to ensure accountability
• Maintain accurate and thorough documentation in internal systems
• Partner closely with the Support Team Manager to identify trends, training needs, or process gaps
• Escalate complex or ongoing concerns appropriately while maintaining client trust

• Act as a client advocate by ensuring concerns are addressed fairly and promptly
• Support long‑term relationships through proactive communication and expectation alignment
• Identify potential program misalignment or dissatisfaction patterns and flag for review
• Ensure service transitions or off‑boarding are handled professionally and respectfully

• Identify breakdowns in the client journey and propose practical improvements
• Contribute to refining service workflows, communication templates, and escalation procedures
• Help improve consistency, clarity, and response times across client interactions
• Maintain up‑to‑date knowledge of services, programs, and internal policies

• Strong written and verbal communication skills
• High emotional intelligence and empathy
• Ability to manage difficult conversations with composure and confidence
• Solution‑oriented thinker with a positive, proactive mindset
• Highly organized with strong attention to detail and follow‑through
• Comfortable collaborating across teams and departments
• Reliable, adaptable, and accountable

• Proficiency with Microsoft 365 (Outlook, Teams, Excel)
• Experience with CRM or ticketing systems preferred
• Comfort using phone, email, and virtual communication tools
• Ability to learn new systems and processes quickly

• Full‑time, Monday–Friday schedule
• Office‑based role with regular cross‑team collaboration
• Frequent client communication via phone, email, and virtual platforms
• Requires multitasking, prioritization, and sustained focus
• Exposure to client concerns requiring professionalism and resilience

The Client Success Manager plays a key role in maintaining trust, retention, and long‑term client relationships. By ensuring service concerns are addressed promptly and thoughtfully—and by continuously improving how clients are supported—this role directly contributes to a strong, reliable client experience.

This role is a great fit for someone who:

• Finds satisfaction in helping people feel heard and supported
• Remains calm, thoughtful, and solutions‑focused under pressure
• Takes ownership and follows through until issues are fully resolved
• Enjoys improving systems, processes, and communication
• Communicates clearly and professionally in difficult…