Client Success Manager

🕒 May 18

🔔 Pennsylvania – Remote

🔔 Pennsylvania – Remote

💵 $85k - $90k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 46%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

SMB Team

WebsiteLinkedInAll Job Openings

51 - 200 employees

⚖️ Legal

📣 Marketing

💼 Consulting

Legal • Marketing • Consulting

SMB Team is a company specializing in growth acceleration for law firms. They offer a comprehensive suite of services including law firm coaching, fractional CFO services, marketing courses, and virtual assistant solutions tailored to the needs of legal professionals. SMB Team focuses on helping law firms increase their revenue, improve client acquisition through innovative marketing strategies such as SEO, PPC, and social media, and develop self-managing teams through their structured coaching programs. Their flagship service, Elite 360, addresses core law firm challenges including lead generation, hiring, and profit growth. The company aims to transform law firms into highly profitable and self-sustaining businesses, allowing lawyers to focus on their practice while their firms thrive autonomously. SMB Team is dedicated to empowering law firm owners to achieve significant growth in revenue and freedom.

📋 Description

• 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

🎯 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 • 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

🏖️ Benefits

• 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