Client Success Manager

SMB Team

Client Success Manager for the #1 Fastest Growing Legal Marketing & Coaching Company. Managing client accounts and crisis coordination while enabling team leads in client communication.

Posted 5/18/2026full-timeRemote • Pennsylvania • 🇺🇸 United StatesMid-LevelSenior💰 $90,000 - $100,000 per yearWebsite

About the role

Key responsibilities & impact

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
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
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
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
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

What you’ll need

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

Benefits

Comp & perks

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.
401(k) with a 3% Match.
WFH or come to the office. The choice is yours!

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

calm under pressureclear communicatorability to coordinate across departmentsspot a broken processde-escalate effectivelycoached or mentored othersextreme ownership mentalityhigh responsivenessability to handle difficult conversations