Senior Client Success Manager

October 1

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Smith.ai

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B2B • SaaS • AI

Smith. ai is a company that specializes in providing virtual receptionist and AI-driven customer engagement services. Their offerings include human-first answering services, AI-driven voice assistants, outreach campaigns for sales and support, and AI-powered web chat solutions. Smith. ai integrates with various systems to offer seamless customer interaction solutions across industries such as law firms, medical and wellness services, and marketing agencies. Their services are designed to increase lead conversion rates and enhance customer experiences by combining the efficiency of AI with the warmth of human interaction. Smith. ai is trusted by over 3,000 businesses to manage customer interactions and support business growth.

51 - 200 employees

Founded 2015

🤝 B2B

☁️ SaaS

💰 $7M Seed Round on 2019-06

📋 Description

• 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.

🎯 Requirements

• 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

• Fully remote team—you can work from anywhere in the U.S. • Competitive compensation ($70k–$90K depending on experience) • Equity • Medical, dental, vision • 401(k) • Life insurance • Unlimited FTO • Work-from-home is a way of life