Client Success Manager

🕒 May 18

🔔 Pennsylvania – Remote

🔔 Pennsylvania – Remote

💵 $90k - $100k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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SMB Team

WebsiteLinkedInAll Job Openings

51 - 200 employees

🤝 B2B

💸 Finance

📚 Education

B2B • Finance • Education

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

• 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

• 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

• 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!