Client Success Manager

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

We’re on a mission to help the world make clear and informed hiring decisions.

• People Focused:
  We are client focused and results‑driven.
• Growth Minded:
  We believe in collaborative learning and industry best practices to deliver excellence.
• Fact Finders:
  We are passionate investigators for discovery and truth.
• Community Partnerships:
  We believe there is no greater power for transformation than delivering on what a communities and employees care about.

We are looking for a Client Success Account Manager who can serve as a trusted partner to our clients, strengthen long‑term relationships, identify opportunities for account growth, and ensure customers receive the highest level of service from onboarding through ongoing account management.

• Serve as the primary point of contact for assigned client accounts, ensuring timely communication, strong relationship management, and effective resolution of client needs.
• Build and maintain strong, long‑term relationships with key client contacts, business executives, stakeholders, and decision‑makers.
• Act as a trusted advisor by understanding each client’s business needs, service expectations, contract requirements, and opportunities for expanded support.
• Manage the full client lifecycle, including onboarding, training, activation, ongoing account support, renewals, and account growth.
• Identify opportunities for upselling, cross‑selling, expanded service usage, and additional solutions based on client needs, account history, usage trends, and business objectives.
• Partner closely with sales, operations, marketing, and product teams to support client growth, improve the customer experience, and deliver solutions that align with client expectations.
• Monitor account health, client satisfaction, service usage, communication trends, and potential risks to retention.
• Develop and execute account management strategies that improve client engagement, increase service adoption, and support revenue growth.
• Manage customer activations and ensure new clients are fully onboarded, trained, and able to go live as quickly and smoothly as possible.
• Analyze customer data, service trends, and account activity to identify opportunities for improvement, process consistency, and proactive outreach.
• Address escalated client concerns, high‑severity requests, service issues, or urgent account needs with professionalism, urgency, and follow‑through.
• Support retention efforts by proactively identifying client concerns, resolving issues early, and maintaining regular client communication.
• Assist in building, improving, and documenting Client Success SOPs, workflows, communication templates, and account management best practices.
• Maintain accurate and timely account records in CRM systems, including client notes, follow‑up tasks, opportunities, risks, and account activity.
• Contribute to customer success team initiatives by sharing best practices, identifying process gaps, and supporting continuous improvement.
• Represent KENTECH professionally in all client interactions while maintaining strict confidentiality and compliance with company security standards.

• 3+ years of proven experience in customer success, account management, client relations, sales support, or a similar client‑facing role.
• Background check, investigations, screening, compliance, public sector, SaaS, or professional services experience strongly preferred.
• Demonstrated experience managing client accounts, maintaining relationships, and supporting customer retention.
• Proven ability to identify upsell, cross‑sell, renewal, or account expansion opportunities.
• Experience working with sales, operations, and leadership teams to support account growth and client satisfaction.
• Experience building or improving Client Success SOPs, workflows, account management processes, or department structure.
• Strong written and verbal communication skills with the ability to engage professionally with stakeholders at all levels.
• Ability to manage multiple client accounts, competing priorities, deadlines, and follow‑up responsibilities.
• Comforta…