Client Success Manager

Job Description

Job Description

Client Success Manager

Department: Client Experience & Support

Reports To: Controller & HR Administrator

Employment Type: Full-Time

Location: Office-Based

Compensation: $60-$80k/yr.

Role Overview

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.

Key Responsibilities Client Experience & Service Management

• 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

Service Triage & Internal Coordination

• 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

Client Retention & Relationship Support

• 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 offboarding are handled professionally and respectfully

Process Improvement & Continuous Learning

• 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

Skills & Attributes We’re Looking For

• 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

Technical & Professional Skills

• 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

Work Environment & Expectations

• 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

Why This Role Matters

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.

Who Thrives in This Role

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 situations

• Works well with multiple teams and values collaboration

Maintains a positive, steady, and dependable presence

Requirements

Technology Skills

Access software — Microsoft, Service Autopilot

Accounting software — Fund accounting software; Intuit QuickBooks Accounting

Calendar and scheduling software — Appointment scheduling software; Service Autopilot; Calendly; Outlook, HelpScout

Cloud-based data access and sharing software — Dropbox; Google Drive; Microsoft SharePoint; Microsoft Teams

Customer relationship management CRM software —Service Autopilot

Desktop communications software — Microsoft Teams

Desktop publishing software — Adobe Systems Adobe InDesign; Microsoft Publisher

Document management software — Adobe Systems Adobe Acrobat; Microsoft Excel; Microsoft Word

Electronic mail software — Microsoft 365; Microsoft Outlook, HelpScout

Graphics or photo imaging software — Adobe Systems Adobe Creative Cloud; Adobe Systems Adobe Illustrator; Adobe Systems Adobe Photoshop

Human resources software — ADP Workforce Now, Service Autopilot

Instant messaging software — Microsoft Teams

Internet browser software — Mozilla Firefox; Google; Web browser software

Office suite software — Microsoft Office

Operating system software —Microsoft Windows

Presentation software —Microsoft PowerPoint

Spreadsheet software — Microsoft Excel

Time accounting software — Service Autopilot; Paychex

Video conferencing software — Microsoft Teams; Zoom; GoogleMeet

Video creation and editing software —YouTube

Web page creation and editing software — Facebook; Google Sites; LinkedIn; Social media sites

Word processing software —Microsoft Word

Occupational Requirements

Work Activities

• Working with Computers — Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
• Communicating with Supervisors, Peers, or Subordinates — Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Getting Information — Observing, receiving, and otherwise obtaining information from all relevant sources.
• Performing Administrative Activities — Performing day-to-day administrative tasks such as maintaining information files and processing data.
• Establishing and Maintaining Interpersonal Relationships — Developing constructive and cooperative working relationships with others, and maintaining them over time.
• Organizing, Planning, and Prioritizing Work — Developing specific goals and plans to prioritize, organize, and accomplish your work.
• Documenting/Recording Information — Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.
• Communicating with People Outside the Organization — Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.
• Evaluating Information to Determine Compliance with Standards — Using relevant information and individual judgment to determine whether events or processes comply with laws, regulations, or standards.
• Identifying Objects, Actions, and Events — Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.
• Processing Information — Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
• Making Decisions and Solving Problems — Analyzing information and evaluating results to choose the best solution and solve problems.
• Monitoring Processes, Materials, or Surroundings — Monitoring and reviewing information from materials, events, or the environment, to detect or assess problems.
• Scheduling Work and Activities — Scheduling events, programs, and activities, as well as the work of others.
• Updating and Using Relevant Knowledge — Keeping up-to-date technically and applying new knowledge to your job.
• Thinking Creatively — Developing, designing, or creating new applications, ideas, relationships, systems, or products, including artistic contributions.

Strong written and verbal communication skills