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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 gi

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