Associate Manager, Client Success
Rewards Network
full-time
Posted on:
Location Type: Hybrid
Location: Chicago • Illinois • 🇺🇸 United States
Visit company websiteSalary
💰 $85,000 - $95,000 per year
Job Level
JuniorMid-Level
About the role
- Manage, coach, and develop a team of up to ten Client Success Managers to meet and exceed individual and departmental KPIs.
- Conduct regular one-on-ones and team meetings to ensure consistent communication, accountability, and alignment on goals.
- Own quality assurance initiatives and implement process improvements that elevate team performance and reduce client churn.
- Manage daily operations and ensure adequate CSM coverage across regions.
- Support and lead hiring, onboarding, and ongoing training initiatives to ensure a high-performing, client-centric team.
- Serve as an escalation point for complex client concerns, ensuring timely and effective resolution.
- Partner with other department leaders to identify and implement process improvements that enhance client satisfaction and team efficiency.
- Help streamline communication channels and feedback loops across departments to improve the client.
- Support departmental planning, forecasting, and reporting.
- Act as a role model for company values and promote a culture of accountability, collaboration, and excellence.
Requirements
- Bachelor’s degree in Business, Communications, or a related field (or equivalent experience).
- 3-4+ years of experience in Client Success, Account Management, or Customer Experience, with at least 2 years in a management or leadership capacity.
- 2+ years experience in financial services and/or restaurants a plus
- Proven success in managing performance-driven teams and achieving client retention and satisfaction goals.
- Experience working cross-functionally to align client outcomes with business objectives.
- Proficiency with CRM and client success platforms (e.g., Salesforce, Gainsight, HubSpot, etc.).
- Deep understanding of client success best practices, customer lifecycle management, and retention strategies.
- Exceptional leadership, communication, and interpersonal skills.
- Strong analytical and problem-solving abilities to identify issues and implement solutions quickly.
- Skilled in time management, prioritization, and organization in a fast-paced environment.
- Competent in facilitating meetings, providing feedback, and managing performance metrics.
- Ability to lead a large and growing team while maintaining high morale and accountability.
Benefits
- Generous dining reimbursement when you dine with our restaurant customers.
- Competitive Time Off Benefits: including flexible PTO, 11 company holidays, and parental leave.
- 401(k) plan with a company match
- Two medical plan options- Standard PPO or High Deductible Health Plan (HSA with company match for HDHP participants)
- Partnership with Rx n Go, offering certain prescriptions for free.
- Two dental plan options and a vision plan
- Flexible Spending Accounts and a pre-tax commuter benefit program
- Accident, Critical Illness, and Hospital Indemnity Insurance Plans
- Short Term and Long-Term disability
- Company-paid life insurance and AD&D insurance, supplemental employee, spouse, and child life insurance
- Employee Life Assistance Program
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Client SuccessAccount ManagementCustomer Experienceperformance-driven teamsclient retentioncustomer lifecycle managementretention strategiesanalytical skillsproblem-solving
Soft skills
leadershipcommunicationinterpersonal skillstime managementprioritizationorganizationfacilitating meetingsproviding feedbackmanaging performance metricscollaboration