Client Success Manager

SMB Team is seeking a Client Success Manager (CSM) for the operational hub of our Client Services Team. This role exists to bridge the gap between strategic vision and day-to-day execution. The CSM is the company's early warning system, crisis coordinator, and feedback loop — preventing escalations before they happen and owning the response when they do.

WHAT'S IN IT FOR YOU?

📈 An opportunity to be a part of the #1 Fastest Growing Legal Marketing & Coaching Company in the U.S.

🦷 BENEFITS – We pay for 75% of your Medical, Dental, Vision insurance for YOU and YOUR FAMILY.

☀️ FLEXIBLE VACATION TIME - We encourage you to take time to recharge so you can be your best here at work.

💡 EDUCATION – Team member education and learning budget on courses, events and books.

💲 INVESTMENTS – 401(k) with a 3% Match.

💻 WORK STYLE – WFH or come to the office. The choice is yours!

The salary for this role is $85,000 - $90,000 with bonus potential up to $10,000.

Key Responsibilities:

• 1. Client Health Monitoring: Maintains a real-time view of all active client accounts and their health status
• Tracks leading indicators: usage trends, support ticket volume, missed milestones, NPS signals
• Flags at-risk accounts before they escalate
• Owns and maintains a client health dashboard or tracking system
• 2. Escalation Prevention: Identifies patterns that precede client escalations and intervenes early
• Coordinates proactive outreach to clients showing warning signs
• Works with Team Leads to resolve issues at the team level before they arise
• Maintains a running log of near-misses and lessons learned
• 3. Crisis Coordination: Owns the response when a client escalation does occur
• Assembles and coordinates the right internal resources (cross-functional)
• Serves as the primary point of communication with the client during a crisis
• Manages timelines, follow-ups, and resolution commitments
• 4. SOP Feedback Loop: Conducts a structured debrief after every escalation or near-miss
• Identifies the process gap that allowed the issue to occur
• Bring findings to the VP to close gaps in existing SOPs
• Helps operationalize new procedures with Team Leads
• 5. Team Lead Enablement: Acts as the primary resource and escalation path for Team Leads
• Ensures Team Leads have the playbooks, tools, and authority to act
• Runs regular check-ins with Team Leads to surface emerging client risks
• Coaches Team Leads on client communication and issue resolution

Requirements

• 4–6 years in client services, account management, or customer success
• Calm under pressure; clear communicator when the stakes are high
• Proven ability to coordinate across departments without direct authority
• Can spot a broken process, document a fix, and implement it
• Understands the client's perspective and can de-escalate effectively
• Familiarity with CRMs, project management, and ticketing systems
• Has coached or mentored others; comfortable giving direction to peers
• Extreme ownership mentality — does not wait for others to solve issues
• High responsiveness and urgency with both clients and internal teams
• Ability to handle difficult conversations without becoming defensive or emotional
• Must have proven experience handling high-level client escalations, retention conversations, and difficult client situations in a fast-paced environment.
• Must remain calm, solutions-oriented, and professional under pressure while managing emotionally charged conversations.
• Must be highly organized with strong follow-through, documentation, and cross-department communication skills.
• Must be comfortable making judgment calls, identifying risk early, and partnering with leadership on client resolution strategies.
• Pluses / Preferred Experience: Experience in digital marketing (SEO, PPC, lifecycle marketing, or agency environments)
• Familiarity with FCFO / fractional CFO services (cash flow, forecasting, financial reporting)
• Experience in FCOO / operational leadership or business operations roles
• Background in customer success, account management, or high-touch client services
• Experience managing client escalations in fast-paced, service-based environments
• Understanding of business operations, KPIs, and performance reporting
• Experience working cross-functionally with finance, bookkeeping, and operations teams
• Experience improving or building scalable client success or operational processes
• Financial experience
• Bookkeeping experience or strong working knowledge of bookkeeping workflows