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Client Success Manager

3 weeks, 1 day ago
United States
Full-time
Mid Level
Customer Success Manager
Customer and Technical Support
CRM Digital Marketing SEO
Apply Now
SMB Team

SMB Team

SMB Team, the Legal Industry's #1 Law Firm Transformation Company, specializes in helping law firms grow 200% faster through digital marketing, coaching, education, and events. They provide industry-specific business growth plans tailored to small busi...

Professional Services
51-250
View All Jobs 9

Description

  • Monitor active client accounts in real time and track health indicators such as usage trends, support volume, missed milestones, and NPS signals.
  • Identify at-risk accounts early and coordinate proactive outreach before issues escalate.
  • Own crisis response when client escalations occur and serve as the primary point of communication with the client.
  • Assemble and coordinate cross-functional internal resources to resolve client issues and manage follow-up commitments.
  • Maintain a client health dashboard or tracking system and a running log of near-misses and lessons learned.
  • Conduct structured debriefs after escalations or near-misses to identify process gaps and improvement opportunities.
  • Bring findings to leadership and help close gaps in existing SOPs.
  • Support implementation of new procedures with Team Leads and operationalize process updates.
  • Serve as the main escalation resource for Team Leads and ensure they have the playbooks, tools, and authority needed to act.
  • Coach Team Leads on client communication, issue resolution, and emerging client risks.

Requirements

  • 4–6 years of experience in client services, account management, or customer success.
  • Ability to stay calm under pressure and communicate clearly when stakes are high.
  • Proven ability to coordinate across departments without direct authority.
  • Ability to identify broken processes, document solutions, and implement fixes.
  • Strong understanding of the client perspective and the ability to de-escalate effectively.
  • Familiarity with CRMs, project management tools, and ticketing systems.
  • Experience coaching or mentoring others and giving direction to peers.
  • Extreme ownership mentality and a high sense of urgency with clients and internal teams.
  • Ability to handle difficult conversations without becoming defensive or emotional.
  • Preferred experience in digital marketing, including SEO, PPC, lifecycle marketing, or agency environments.
  • Preferred familiarity with FCFO or fractional CFO services, including cash flow, forecasting, and financial reporting.
  • Preferred experience in FCOO or operational leadership roles or broader business operations.
  • Preferred background in managing client escalations in fast-paced, service-based environments.
  • Preferred understanding of business operations, KPIs, and performance reporting.
  • Preferred experience working cross-functionally with finance, bookkeeping, and operations teams.
  • Preferred experience improving or building scalable client success or operational processes.
  • Preferred financial experience or bookkeeping knowledge.

Benefits

  • Salary of $90,000–$100,000 with bonus potential up to $10,000.
  • Employer pays 75% of medical, dental, and vision insurance for employees and their families.
  • Flexible vacation time to support rest and recharge.
  • Education and learning budget for courses, events, and books.
  • 401(k) plan with a 3% company match.
  • Flexible work style with the option to work from home or from the office.
  • Opportunity to join a fast-growing legal marketing and coaching company.

Interested in this position?

Apply directly on the company website

Apply Now

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