Client Success Manager

🕒 Maio 18

🔔 Pennsylvania – Remoto

🔔 Pennsylvania – Remote

💵 $85.000 - $90.000 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

🏆 Sucesso do Cliente

👻 Score fantasma 45%

O que significa: a chance de ninguém estar realmente contratando para esta vaga.Como ler: 60% ou mais significa que achamos que é uma vaga fantasma. Pontuações mais baixas preocupam menos.Como pontuamos: tempo em aberto, republicações, vagas abertas vs tamanho do time, rapidez para fechar vagas, e se o salário está divulgado.Observação: é uma estimativa de dados públicos, não um julgamento da empresa. Vagas reais podem ter pontuação alta, então use como uma dica, não como um fato.

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SMB Team

SiteLinkedInTodas as Vagas

51 - 200 funcionários

⚖️ Jurídico

📣 Marketing

💼 Consultoria

Legal • Marketing • Consulting

A SMB Team é uma empresa especializada em aceleração de crescimento para escritórios de advocacia. Oferecemos um conjunto completo de serviços, incluindo coaching para escritórios de advocacia, serviços de CFO fracionado, cursos de marketing e soluções de assistente virtual personalizadas para as necessidades dos profissionais jurídicos. A SMB Team foca em ajudar os escritórios de advocacia a aumentarem sua receita, melhorarem a aquisição de clientes através de estratégias de marketing inovadoras, como SEO, PPC e redes sociais, e desenvolverem equipes autogerenciáveis por meio de seus programas de coaching estruturados. Nosso serviço principal, Elite 360, aborda os desafios principais dos escritórios de advocacia, incluindo geração de leads, contratação e crescimento de lucros. A empresa tem como objetivo transformar escritórios de advocacia em negócios altamente rentáveis e autossustentáveis, permitindo que advogados concentrem-se em sua prática enquanto seus escritórios prosperam de forma autônoma. A SMB Team é dedicada a capacitar os proprietários de escritórios de advocacia para alcançarem um crescimento significativo em receita e liberdade.

Descrição

• Maintain a real-time view of active client accounts and health status • Track usage trends, support ticket volume, missed milestones, and NPS signals • Flag at-risk accounts before escalation • Own and maintain a client health dashboard or tracking system • Identify escalation patterns and intervene early • Coordinate proactive outreach to clients showing warning signs • Work with Team Leads to resolve issues at the team level • Maintain a log of near-misses and lessons learned • Own responses to client escalations • Assemble and coordinate cross-functional internal resources • Serve as the primary client communication point during crises • Manage timelines, follow-ups, and resolution commitments • Conduct structured debriefs after escalations or near-misses • Identify process gaps and bring findings to the VP to improve SOPs • Help operationalize new procedures with Team Leads • Act as the primary resource and escalation path for Team Leads • Ensure Team Leads have the playbooks, tools, and authority to act • Run regular check-ins with Team Leads to surface emerging client risks • Coach Team Leads on client communication and issue resolution • Support SMB Team, a legal marketing and coaching company serving lawyers

🎯 Requisitos

• 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 • Ability to identify broken processes, document fixes, and implement them • Ability to understand the client's perspective and de-escalate effectively • Familiarity with CRMs, project management, and ticketing systems • Experience coaching or mentoring others; comfortable giving direction to peers • Extreme ownership mentality and willingness to solve issues proactively • High responsiveness and urgency with clients and internal teams • Ability to handle difficult conversations without becoming defensive or emotional • Proven experience handling high-level client escalations, retention conversations, and difficult client situations in a fast-paced environment • Ability to remain calm, solutions-oriented, and professional under pressure during emotionally charged conversations • Highly organized with strong follow-through, documentation, and cross-department communication skills • Comfort making judgment calls, identifying risk early, and partnering with leadership on client resolution strategies • Preferred: experience in digital marketing (SEO, PPC, lifecycle marketing, or agency environments) • Preferred: familiarity with FCFO / fractional CFO services, including cash flow, forecasting, and financial reporting • Preferred: experience in FCOO / operational leadership or business operations roles • Preferred: background in customer success, account management, or high-touch client services • Preferred: experience managing client escalations in fast-paced, service-based environments • Preferred: understanding of business operations, KPIs, and performance reporting • Preferred: experience working cross-functionally with finance, bookkeeping, and operations teams • Preferred: experience improving or building scalable client success or operational processes • Preferred: financial experience • Preferred: bookkeeping experience or strong working knowledge of bookkeeping workflows

🏖️ Benefícios

• 75% of Medical, Dental, Vision insurance for you and your family • Flexible vacation time • Team member education and learning budget for courses, events and books • 401(k) with a 3% match • Work from home or come to the office — employee choice • Bonus potential up to $10,000

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