Client Success Manager

Client Success Manager

Denver, Colorado

Who We Are

We're a high-growth software company with a big mission: empowering K-12 district teams to do more with less.

At LINQ, we get K12. That's why we help districts transform K-12 school operations with best-in-class, cloud-based software solutions built to help districts return more resources to classrooms. Integrating finance, HR, nutrition management, and payments into a single, secure platform, LINQ reduces administrative burden. LINQ is trusted by 30% of school districts across the U.S. to help them operate more efficiently and serve over 1 billion meals to 17 million students annually, process payroll for 364,000 educators, administrators, and staff, and engage with millions of families through the free LINQ Connect app.

Our team? They're talented, committed, and fiercely loyal problem-solvers. At LINQ, you'll find challenging and meaningful work, a team that respects and uplifts one another, and a commitment to constant improvement. Our customers love us because we're attentive, patient, communicative, and solutions focused. They know they can count on us to not only anticipate their needs but to deliver the right answer every time.

LINQ's Values

Act with Integrity & Build Trust: Trust is the foundation of our company. We operate with the highest standards of integrity, both internally and externally. We believe in transparency, honesty, and accountability. Building a culture where trust is earned and maintained.

Deliver Excellence: We consistently exceed our clients' expectations. In every interaction, we strive to anticipate needs, provide swift solutions, and go the extra mile to relentlessly impress our customers. We communicate clearly, consistently, and in a timely way to cultivate lasting relationships.

Embrace Challenges: We embrace a growth mindset. Challenges offer opportunities to learn, grow, and improve. Continuous learning keeps us relevant and effective to ensure our solutions remain on the leading edge of innovation.

Collaborate & Act as One Team: Diverse skills, ideas, and perspectives are our strength. Through open communication, shared goals, and a spirit of unity and mutual respect, we collaborate to achieve excellence, drive innovation, and propel our company forward as a cohesive force.

About The Team

LINQ's Customer Experience department is the heart and soul of our commitment to supporting k12 schools and districts. We're not just here to answer questions, we're here to build trust, solve problems, and ensure every customer feels empowered to succeed with our solutions. From onboarding, and training, to troubleshooting and beyond were the guides to help administrators and educators navigate their daily challenges.

About The Role

We are seeking a dynamic and customer-focused individual to join our team as a Client Success Manager. In this role, you will be responsible for building and maintaining strong relationships with our clients, ensuring their success, adoption, and satisfaction with our products and services. You will serve as a trusted advisor and strategic partner, driving outcomes that foster long-term retention, expansion, and advocacy.

Responsibilities

• Client Relationship Management: Develop and maintain strong relationships with assigned clients, serving as their primary point of contact. Understand their business objectives and proactively address their needs to ensure overall satisfaction and success.
• Strategic Account Planning: Create and execute strategic account plans to enhance client retention, expand opportunities, and achieve positive business outcomes.
• Renewals and Uplifts Ownership: Own the customer renewal process end-to-end, including proactive communication, contract discussions, and uplift negotiations. Partner cross-functionally to ensure a smooth renewal experience and identify expansion potential early in the lifecycle.
• Upsell and Cross-Sell Lead Generation: Identify, qualify, and generate upsell and cross-sell leads through data insights, client conversations, and strategic account planning. Collaborate with sales partners to drive incremental revenue and expand product adoption across client organizations.
• Identification of Paid Training Opportunities: Recognize and promote paid training engagements that enhance client success, deepen product expertise, and strengthen long-term value. Partner with internal enablement and services teams to scope and coordinate delivery.
• Payment Adoption: Support clients in adopting and optimizing payment solutions, ensuring they are leveraging all available features to meet their needs effectively.
• Product Enablement: Drive product enablement by offering proactive recommendations, facilitating training sessions, and providing resources to ensure clients fully understand and utilize our products.
• Services Oversight: Oversee and coordinate the delivery of services, ensuring all client engagements are handled efficiently and meet or exceed expectations.
• Incident and Escalation Management: Manage communications during incident resolution and escalations, ensuring clients are kept informed, and issues are addressed promptly and effectively.
• Churn/Post-Mortem Documentation: Document and analyze client churn or post-mortem cases to identify trends, learnings, and opportunities for improvement.
• Client Check-Ins and Business Reviews: Conduct regular check-ins with clients to review their progress, gather feedback, and identify areas for improvement. Schedule and facilitate Quarterly Business Reviews (QBRs) as needed.
• Advocacy and Feedback: Act as an advocate for the client within the company, ensuring their feedback is effectively communicated and acted upon.
• Cross-Functional Collaboration: Partner with sales, product, and support teams to address client needs, gather insights, and drive continuous product enhancement.
• Performance Monitoring: Monitor client usage and performance metrics, proactively addressing any issues or concerns to ensure a positive client experience.

Qualifications

• Bachelor's degree in Business Administration, Communications, or a related field.
• 3-5 years of experience in a client-facing role, preferably in account management or customer success.
• Strong communication and interpersonal skills, with the ability to build rapport and trust with clients.
• Proven track record of managing client relationships and driving customer satisfaction.
• Demonstrable self-starter, curious, and solution focused
• Excellent problem-solving skills and the ability to think strategically to identify opportunities for client success.
• Experience working in a fast-paced environment with the ability to adapt to changing priorities.
• Expert level time management & prioritization skills
• Proficiency in CRM software (e.g., Salesforce) and other relevant tools is a plus.
• Strong collaboration mindset & capabilities; Comfortable with asynchronous remote work
• K12 Experience Preferred, but not required
• Must be able to travel 20-25%

We offer a competitive base salary of $75,000-$80,000, plus a 4% bonus.

Why You'll Love Working With Us

Flex Your Workspace: Work remote from one of our eligible states across the US, or if you're near Austin three days in office a week!

Planning Your Future: Our 401(k) plan comes with a 4% employer match on total earnings (not just your base salary).

Performance Pays Off: Whether it's a company bonus or target sales commission, your hard work doesn't go unnoticed.

Vacation Your Way: Our flexible Open Paid Time Off Plan lets you take the time you need, when you need it.

Paid Parental Leave: Take the time you need to welcome your new addition We've got you covered!

Ten Paid Corporate Holidays: Enjoy a little extra downtime to relax and recharge with the ten paid holidays each year.

Giving Back: Feel good while doing good 16 paid volunteer hours to support the causes that matter most to you. #LINQCares

Benefits That Have Your Back (And Teeth, Too!): Rock-solid medical, dental and vision coverage. Pick your vibe: a low deductible PPO and pair with an FSA or a HDHP with a sweet HSA with contributions from LINQ. Dental perks that even cover braces for the kiddos.

Wellness Perks: Employer-paid Short-Term Disability, Long Term Disability, Basic Life, and ADD