ACCOUNT SUCCESS MANAGER

CLIENT SUCCESS ACCOUNT MANAGER

Benefits: 401(k) Dental insurance Health insurance Paid time off Vision insurance

CLIENT SUCCESS ACCOUNT MANAGER

KENTECH Consulting Inc. is an award-winning background technology screening company. We are the creators of innovative projects such as eKnowID.com - 1st consumer background checking system of its kind, and ClarityIQ a high-tech/high-touch investigative case management system.

MISSION

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

VALUE

In order to achieve our team, exhibit the behaviors and core values aligned with this mission 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.

IMPACT

As a small agile company, we seek high performers who relish in the idea that their effort will directly impact our customers and help shape the next evolution of background investigations. Job Description The Client Success Account Manager is responsible for managing assigned client relationships, supporting retention, strengthening account engagement, and identifying opportunities for account growth. This role serves as a trusted partner to clients throughout the account lifecycle, from onboarding and activation through ongoing account management, renewals, retention, and expansion. The Client Success Account Manager works closely with Operations, Product, Business Development, Marketing, and other internal teams to ensure client needs are understood, communicated, and addressed effectively. The role requires strong relationship management, organization, commercial awareness, and the ability to balance client service, operational follow-through, account growth, and cross-functional coordination. Key Responsibilities Serve as the primary relationship owner and point of contact for assigned client accounts. Build and maintain strong, long-term relationships with client contacts, executives, stakeholders, and decision-makers. Develop a clear understanding of each client's business needs, service expectations, contract requirements, usage patterns, and organizational priorities. Manage the client lifecycle from onboarding and activation through ongoing account management, renewal, retention, and expansion. Develop and maintain account plans for assigned clients. Coordinate client onboarding and implementation activities to support timely and successful launches. Partner with internal teams to ensure onboarding requirements, account configuration, training, timelines, and deliverables are completed appropriately. Ensure new client users receive appropriate training and understand available services, workflows, and support resources. Monitor account health, client satisfaction, service utilization, communication patterns, and potential retention risks. Maintain regular and proactive communication with assigned accounts. Identify client concerns, service risks, or dissatisfaction early and coordinate appropriate resolution.Own major account escalations and coordinate cross-functional response until resolution. Communicate clearly with clients regarding issues, next steps, expectations, and resolution status. Identify appropriate upsell, cross-sell, renewal, and account-expansion opportunities based on client needs and usage. Develop account-growth strategies that support increased adoption and long-term client value. Refer or coordinate commercial opportunities with Business Development or leadership when appropriate. Support contract renewal activities and help identify risks that could affect retention. Analyze account activity, service trends, usage, and client feedback to identify opportunities for improvement. Maintain accurate client records, account notes, follow-up items, risks, opportunities, and activity within the designated CRM. Develop and maintain clear documentation of client commitments, outstanding issues, decisions, and next steps. Partner with Operations to address service-delivery concerns and ensure client requirements are understood. Partner with Product to communicate recurring client needs, product feedback, adoption barriers, and enhancement opportunities. Partner with Marketing and Business Development on appropriate client communications, case studies, testimonials, references, and growth initiatives. Provide clear internal visibility into client health, retention risks, expansion opportunities, and major account concerns. Support development and continuous improvement of Client Success SOPs, workflows, communication templates, account-management processes, and best practices. Identify recurring client-service issues and recommend process improvements. Share account insights and best practices that support broader Client Success performance. Maintain confidentiality and comply with KENTECH's security, privacy, and client-information requirements. Perform additional client-success and account-management responsibilities as assigned. Qualifications 3+ years of experience in customer success, account management, client relations, sales support, or a comparable client-facial role. Demonstrated experience managing client accounts and maintaining long-term business relationships. Experience supporting client onboarding, implementation, or account activation. Demonstrated experience supporting customer retention and renewals. Ability to identify appropriate upsell, cross-sell, and account-expansion opportunities. Experience handling escalated client concerns and complex service issues. Experience working cross-functionally with Operations, Product, Sales or Business Development, Marketing, and leadership. Strong written and verbal communication skills. Ability to engage professionally with stakeholders at multiple organizational levels. Strong organization, documentation, time-management, and follow-through skills. Ability to manage multiple client accounts, priorities, deadlines, and open items simultaneously. Strong problem-solving and relationship-management skills. Ability to analyze client activity and identify trends, risks, or opportunities. Experience using CRM, account-management, or customer-success platforms. Ability to learn and effectively use KENTECH's internal systems and workflows. Ability to work independently in a remote environment while maintaining responsiveness, accountability, and collaboration. Ability to handle confidential client and company information with discretion. Preferred Qualifications Experience in background screening, investigations, compliance, public sector, SaaS, professional services, or another regulated or service-driven environment. Experience managing government, law enforcement, enterprise, or complex business accounts. Experience developing or improving Client Success SOPs, workflows, account plans, or department processes. Experience with HubSpot or comparable CRM and marketing automation platforms. Experience supporting account expansion or consultative client-growth initiatives. Experience with background screening platforms or investigative workflows. Bachelor's degree in Business, Marketing, Communications, or a related field, or equivalent professional experience. Experience working in a small business, startup, or fast-moving environment. Soft Skills Communication: Clearly communicates account status, expectations, issues, opportunities, and next steps to clients and internal teams. Relationship Building: Develops trust through responsiveness, professionalism, consistency, and follow-through. Customer Focus: Understands client needs and works cross-functionally to support a strong customer experience. Commercial Awareness: Recognizes appropriate growth opportunities while maintaining client trust and service quality. Problem-Solving: Identifies root causes, coordinates resources, and drives client issues toward resolution. Strategic Thinking: Evaluates account health, retention risk, adoption, and growth opportunities over the long term. Organization: Maintains accurate records, account plans, follow-up activities, deadlines, and commitments. Accountability: Takes ownership of assigned client relationships and follows commitments through completion. Adaptability: Responds effectively to changing client needs, operational priorities, and business conditions. Professional Judgment: Handles sensitive information, escalations, client concerns, and commercial opportunities appropriately. Collaboration: Works effectively across Operations, Product, Business Development, Marketing, and leadership. Confidentiality: Protects sensitive client, applicant, investigative, contractual, and company information. Additional Information Employment Type: Full-Time, W-2 Work Arrangement: Remote Starting Salary: $40,000-$50,000 annually Paid Time Off Flex Time Health, dental, and vision benefits Company-sponsored short-term disability, long-term disability, and Life/AD&D coverage 401(k) with company match Additional benefits subject to eligibility and current plan terms Equal Employment Opportunity KENTECH Consulting Inc. is an equal opportunity employer. We celebrate diversity and are committed to fostering an inclusive workplace. This is a remote position. #J-18808-Ljbffr KENTECH