Client Success Manager

Position Overview:

The Client Success Manager (CSM) is the primary owner of the client experience and is

accountable for the overall health, satisfaction, and retention of assigned clients. This

role goes beyond coordination, serving as a strategic partner to clients and an internal

driver of execution. The CSM anticipates client needs, removes obstacles, and ensures

that all services are delivered accurately, on time, and at a high standard.

The CSM is proactive, highly organized, detail-oriented, and thrives in a fast-paced

environment. They take initiative, communicate with clarity and confidence, and

consistently deliver an exceptional client experience while managing competing

priorities.

Reports to: Director of Client Success

Collaborates with: Partners, Client Managers, Operations, Billing, and Service Teams

Key Responsibilities:

● Serve as the primary point of accountability for assigned clients, owning the

end-to-end client experience.

● Build and maintain strong, trusted relationships with clients through consistent,

proactive communication.

● Anticipate client needs, identify risks, and take action before issues arise.

● Ensure client expectations are clearly defined, managed, and consistently

exceeded.

● Own client onboarding, ensuring a smooth, organized, and high-quality transition

into services.

● Maintain complete and accurate client records, communications, and

deliverables within the firm’s systems (Canopy).

● Act as the internal advocate for the client while holding internal teams

accountable to deadlines and quality standards.

● Remove bottlenecks, escalate issues when necessary, and drive resolution to

completion.

● Partner closely with billing and operations to ensure alignment on scope,

timelines, and invoicing clarity.

● Identify opportunities to expand client relationships by understanding evolving

needs and recommending additional services.

● Monitor client health, engagement, and satisfaction, taking action to improve

outcomes.

● Deliver insights and feedback to leadership to enhance service offerings and

client experience.

Skills & Qualifications:

● Proven experience in client success, account management, or a similar

client-facing role with direct ownership of client outcomes.

● Strong sense of accountability and ownership; takes initiative and drives work to

completion.

● Exceptional written and verbal communication skills; able to communicate clearly,

concisely, and confidently in high-volume environments.

● Highly detail-oriented with a commitment to accuracy and quality in all

deliverables.

● Strong organizational and time management skills; able to prioritize effectively

and manage multiple deadlines.

● Proactive problem-solver who anticipates challenges and implements solutions

independently.

● Assertive and confident in managing both client expectations and internal team

accountability.

● Personable and professional; builds trust quickly with clients and colleagues.

● Service-oriented mindset with a genuine commitment to delivering an

outstanding client experience.

● Comfortable working in a fast-paced environment and adapting quickly as

priorities shift.