Senior Client Success Manager

Smith.ai

full-time

Posted on: 10/1/2025

Location Type: Remote

Location: Remote • 🇺🇸 United States

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💰 $70,000 - $90,000 per year

Senior

About the role

Serve as the primary point of contact for a portfolio of high-value clients, building long-term partnerships based on trust and measurable results.
Partner with Sales, Support, and Onboarding to ensure a seamless end-to-end client journey.
Provide input to refine playbooks, best practices, and decision frameworks to support consistency and excellence in client engagement.
Anticipate client needs and act as a trusted advisor, offering insights and solutions that drive business value.
Collaborate internally to represent client feedback and influence product and process improvements.
Deliver an exceptional experience aligned with Smith.ai’s standards, SLAs, principles, and values.
Drive outcomes that impact client retention, lifetime value, referrals, and satisfaction.
Navigate complex scenarios with diplomacy and clarity and develop playbooks and best practices.
Report to the Manager of Client Success and partner closely with Support and Onboarding teams.

3+ years of experience in client success, account management, or customer-facing roles, preferably in SaaS or with technical products/services.
Demonstrated success managing high-value accounts and driving measurable outcomes (retention, expansion, revenue growth).
Exceptional communication skills, both written and verbal, with the ability to influence and resolve complex situations.
Proficiency with client services tools for monitoring, tracking, and analyzing client sentiment and performance.
Nice to have: Experience with Vitally.io, Freshdesk and Click Up.

Benefits

Tip: use these terms in your resume and cover letter to boost ATS matches.

client successaccount managementcustomer-facing rolesSaaSmeasurable outcomesretentionexpansionrevenue growth

communication skillsinfluencediplomacyclarityproblem-solving