Client Success Manager

Client Success Manager

We're looking for a Client Success Manager to own the partner journey from launch through long-term success. You'll coordinate launches, train partner ambassadors, lead activation sessions, and work cross-functionally to ensure every partner is set up for success. You'll also help manage the technical setup behind each launch, from validating launch assets and enrollment flows to ensuring every digital touchpoint is ready before go-live. This role sits at the intersection of relationship management, project execution, and member engagement. After launch, you'll work closely with partners and the Roots team to drive enrollment, increase participation, solve problems, and help organizations achieve meaningful outcomes for the communities they serve. At the end of the day, your job is simple: help our partners succeed and create an experience that keeps them coming back.

Role Responsibilities

• Own the partner onboarding experience from kickoff through launch
• Review and validate launch assets, including landing pages, enrollment materials, communications, and member resources
• Manage launch timelines and pre-launch checklists to ensure every detail is completed before go-live
• Coordinate with Product, Marketing, Finance, and Operations teams to proactively resolve issues before launch
• Serve as the primary point of contact throughout the onboarding and launch process

• Train partner ambassadors, program leads, case managers, and community champions on the Roots Growth platform
• Equip partners with the resources, messaging, initial marketing materials and confidence needed to support members throughout the program
• Build strong relationships with key champions inside each partner organization
• Develop and deliver engaging virtual trainings and onboarding sessions

• Lead virtual activation sessions designed to maximize enrollment and engagement from Day 1
• Guide members through enrollment and answer questions in real time
• Partner with client stakeholders to drive participation and attendance
• Monitor launch performance and quickly address barriers to enrollment

• Own partner success after launch with a focus on enrollment, activation, engagement, and retention
• Monitor cohort performance and identify opportunities to improve participation and outcomes
• Partner closely with the Roots Experience Team to support members and resolve questions quickly
• Proactively identify enrollment challenges, engagement trends, and areas of friction
• Develop action plans to improve activation and participation when metrics fall below expectations
• Lead Day 14 and Day 30 partner check-ins focused on outcomes, impact, and next steps
• Capture member success stories and feedback to fuel future launches and build a library of testimonials that show the real impact of the work
• Develop ongoing engagement strategies that encourage continued participation and future member and partner growth

• Deliver an exceptional partner experience rooted in Unreasonable Hospitality
• Anticipate partner needs and communicate proactively
• Help partners understand and measure the impact of Roots Growth within their organization
• Support partner retention and repeat cohort participation

Qualifications

• 3+ years of experience in Client Success, Account Management, Program Management, Community Engagement, Customer Success, or a related field
• Experience managing multiple client or partner relationships simultaneously
• Strong presentation, facilitation, and training skills
• Excellent written and verbal communication skills
• Exceptional organizational skills and attention to detail
• Experience coordinating cross-functional projects and launches
• Comfortable using CRM, project management, and reporting tools
• Ability to balance process, accountability, and relationship-building
• Passion for helping people achieve meaningful financial outcomes

Our Values

• Accountability: We take our responsibilities seriously and always stay transparent.
• Student Mentality: Continuous learning and growth are at our core.
• Driven: We strive to exceed expectations. We aim for excellence in everything we do.
• Fairness: We're committed to equitable treatment for everyone.
• Great Stewards: We manage our resources and relationships with care and responsibility.
• Fun and Fearless: We face challenges with a positive and bold spirit. We challenge each other, the status quo, and "how it's always been done".

At Roots, we're committed to providing equal employment opportunities to all individuals, regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. We firmly believe that diversity fuels creativity and innovation, enhancing the quality of our work and the strength of our team. Join us and be part of an inclusive environment where every perspective is valued.