About this position
Client Success Manager
Department: Client Experience & Support
Reports To: Controller & HR Administrator
Employment Type: Full-Time
Location: Office-Based
Compensation: $60-$80k/yr.
Role Overview
The Client Success Manager (CSM) is responsible for ensuring a consistently positive, professional, and well-managed client experience. This role owns the day-to-day client journey, with a focus on service quality, clear communication, and timely resolution of client needs.
The CSM serves as a trusted point of contact for clients and works closely with internal teams to ensure concerns are addressed efficiently and thoughtfully. This position is ideal for someone who remains calm under pressure, approaches challenges with a solutions-oriented mindset, and takes pride in helping both clients and teammates succeed.
Key Responsibilities
Client Experience & Service Management
- Serve as the primary point of contact for client service inquiries and requests
- Triage incoming issues based on urgency, scope, and complexity
- Communicate with empathy, clarity, and professionalism — especially during stressful situations
- Gather photos, videos, or documentation to support effective resolution
- Clearly explain services, expectations, and next steps to clients
- Proactively follow up to confirm resolution and client satisfaction
- Identify recurring concerns and recommend improvements to the service experience
Service Triage & Internal Coordination
- Route issues to the appropriate internal teams with full context
- Track service requests through resolution to ensure accountability
- Maintain accurate and thorough documentation in internal systems
- Partner closely with the Support Team Manager to identify trends, training needs, or process gaps
- Escalate complex or ongoing concerns appropriately while maintaining client trust
Client Retention & Relationship Support
- Act as a client advocate by ensuring concerns are addressed fairly and promptly
- Support long-term relationships through proactive communication and expectation alignment
- Identify potential program misalignment or dissatisfaction patterns and flag for review
- Ensure service transitions or offboarding are handled professionally and respectfully
Process Improvement & Continuous Learning
- Identify breakdowns in the client journey and propose practical improvements
- Contribute to refining service workflows, communication templates, and escalation procedures
- Help improve consistency, clarity, and response times across client interactions
- Maintain up-to-date knowledge of services, programs, and internal policies
Skills & Attributes We’re Looking For
- Strong written and verbal communication skills
- High emotional intelligence and empathy
- Ability to manage difficult conversations with composure and confidence
- Solution-oriented thinker with a positive, proactive mindset
- Highly organized with strong attention to detail and follow-through
- Comfortable collaborating across teams and departments
- Reliable, adaptable, and accountable
Technical & Professional Skills
- Proficiency with Microsoft 365 (Outlook, Teams, Excel)
- Experience with CRM or ticketing systems preferred
- Comfort using phone, email, and virtual communication tools
- Ability to learn new systems and processes quickly
Work Environment & Expectations
- Full-time, Monday–Friday schedule
- Office-based role with regular cross-team collaboration
- Frequent client communication via phone, email, and virtual platforms
- Requires multitasking, prioritization, and sustained focus
- Exposure to client concerns requiring professionalism and resilience
Why This Role Matters
The Client Success Manager plays a key role in maintaining trust, retention, and long-term client relationships. By ensuring service concerns are addressed promptly and thoughtfully — and by continuously improving how clients are supported — this role directly contributes to a strong, reliable client experience.
Who Thrives in This Role
This role is a great fit for someone who:
- Finds satisfaction in helping people feel heard and supported
- Remains calm, thoughtful, and solutions-focused under pressure
- Takes ownership and follows through until issues are fully resolved
- Enjoys improving systems, processes, and communication
- Communicates clearly and professionally in difficult situations
- Works well with multiple teams and values collaboration
Technology Skills
Access software — Microsoft, Service Autopilot
Accounting software — Fund accounting software; Intuit QuickBooks Accounting
Calendar and scheduling software — Appointment scheduling software; Service Autopilot; Calendly; Outlook, HelpScout
Cloud-based data access and sharing software — Dropbox; Google Drive; Microsoft SharePoint; Microsoft Teams
Customer relationship management CRM software —Service Autopilot
Desktop communications software — Microsoft Teams
Desktop publishing software — Adobe Systems Adobe InDesign; Microsoft Publisher
Document management software — Adobe Systems Adobe Acrobat; Microsoft Excel; Microsoft Word
Electronic mail software — Microsoft 365; Microsoft Outlook, HelpScout
Graphics or photo imaging software — Adobe Systems Adobe Creative Cloud; Adobe Systems Adobe Illustrator; Adobe Systems Adobe Photoshop
Human resources software — ADP Workforce Now, Service Autopilot
Instant messaging software — Microsoft Teams
Internet browser software — Mozilla Firefox; Google; Web browser software
Office suite software — Microsoft Office
Operating system software —Microsoft Windows
Presentation software —Microsoft PowerPoint
Spreadsheet software — Microsoft Excel
Time accounting software — Service Autopilot; Paychex
Video conferencing software — Microsoft Teams; Zoom; GoogleMeet
Video creation and editing software —YouTube
Web page creation and editing software — Facebook; Google Sites; LinkedIn; Social media sites
Word processing software —Microsoft Word
Occupational Requirements
Work Activities
- Working with Computers — Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
- Communicating with Supervisors, Peers, or Subordinates — Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
- Getting Information — Observing, receiving, and otherwise obtaining information from all relevant sources.
- Performing Administrative Activities — Performing day-to-day administrative tasks such as maintaining information files and processing data.
- Establishing and Maintaining Interpersonal Relationships — Developing constructive and cooperative working relationships with others, and maintaining them over time.
- Organizing, Planning, and Prioritizing Work — Developing specific goals and plans to prioritize, organize, and accomplish your work.
- Documenting/Recording Information — Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.
- Communicating with People Outside the Organization — Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.
- Evaluating Information to Determine Compliance with Standards — Using relevant information and individual judgment to determine whether events or processes comply with laws, regulations, or standards.
- Identifying Objects, Actions, and Events — Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.
- Processing Information — Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
- Making Decisions and Solving Problems — Analyzing information and evaluating results to choose the best solution and solve problems.
- Monitoring Processes, Materials, or Surroundings — Monitoring and reviewing information from materials, events, or the environment, to detect or assess problems.
- Scheduling Work and Activities — Scheduling events, programs, and activities, as well as the work of others.
- Updating and Using Relevant Knowledge — Keeping up-to-date technically and applying new knowledge to your job.
- Thinking Creatively — Developing, designing, or creating new applications, ideas, relationships, systems, or products, including artistic contributions.
Strong written and verbal communication skills
Salary Information