Client Success Manager

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SMB Team is seeking a Client Success Manager (CSM) for the operational hub of our Client Services Team . This role exists to bridge the gap between strategic vision and day-to-day execution. The CSM is the company's early warning system, crisis coordinator, and feedback loop — preventing escalations before they happen and owning the response when they do.
WHAT'S IN IT FOR YOU?

📈 An opportunity to be a part of the #1 Fastest Growing Legal Marketing & Coaching Company in the U.S.

🦷 BENEFITS – We pay for 75% of your Medical, Dental, Vision insurance for YOU and YOUR FAMILY.

☀️ FLEXIBLE VACATION TIME - We encourage you to take time to recharge so you can be your best here at work.

💡 EDUCATION – Team member education and learning budget on courses, events and books.
💲 INVESTMENTS – 401(k) with a 3% Match.

💻 WORK STYLE – WFH or come to the office. The choice is yours!

The salary for this role is $85,000 - $90,000 with bonus potential up to $10,000.
Key Responsibilities:

- 1. Client Health Monitoring:

- Maintains a real-time view of all active client accounts and their health status

- Tracks leading indicators: usage trends, support ticket volume, missed milestones, NPS signals

- Flags at-risk accounts before they escalate

- Owns and maintains a client health dashboard or tracking system

- 2. Escalation Prevention:

- Identifies patterns that precede client escalations and intervenes early

- Coordinates proactive outreach to clients showing warning signs

- Works with Team Leads to resolve issues at the team level before they arise

- Maintains a running log of near-misses and lessons learned

- 3. Crisis Coordination:

- Owns the response when a client escalation does occur

- Assembles and coordinates the right internal resources (cross-functional)

- Serves as the primary point of communication with the client during a crisis

- Manages timelines, follow-ups, and resolution commitments

- 4. SOP Feedback Loop:

- Conducts a structured debrief after every escalation or near-miss

- Identifies the process gap that allowed the issue to occur

- Bring findings to the VP to close gaps in existing SOPs

- Helps operationalize new procedures with Team Leads

- 5. Team Lead Enablement:

- Acts as the primary resource and escalation path for Team Leads

- Ensures Team Leads have the playbooks, tools, and authority to act

- Runs regular check-ins with Team Leads to surface emerging client risks

- Coaches Team Leads on client communication and issue resolution

Requirements

- 4–6 years in client services, account management, or customer success

- Calm under pressure; clear communicator when the stakes are high

- Proven ability to coordinate across departments without direct authority

- Can spot a broken process, document a fix, and implement it

- Understands the client's perspective and can de-escalate effectively

- Familiarity with CRMs, project management, and ticketing systems

- Has coached or mentored others; comfortable giving direction to peers

- Extreme ownership mentality — does not wait for others to solve issues

- High responsiveness and urgency with both clients and internal teams

- Ability to handle difficult conversations without becoming defensive or emotional

- Must have proven experience handling high-level client escalations, retention conversations, and difficult client situations in a fast-paced environment.

- Must remain calm, solutions-oriented, and professional under pressure while managing emotionally charged conversations.

- Must be highly organized with strong follow-through, documentation, and cross-department communication skills.

- Must be comfortable making jud