Client Success Manager

🕒 il y a 18 jours

🔔 Pennsylvania – Distant

🔔 Pennsylvania – Remote

💵 $90 000 - $100 000 / an

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

🏆 Customer Success

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SMB Team

Site WebLinkedInTous les Emplois

51 - 200 employés

🤝 B2B

💸 Finance

📚 Éducation

B2B • Finance • Education

SMB Team est une entreprise spécialisée dans l'accélération de croissance pour les cabinets d'avocats. Ils offrent une gamme complète de services incluant le coaching pour cabinets d'avocats, des services de directeur financier à temps partiel, des cours de marketing, et des solutions d'assistants virtuels adaptés aux besoins des professionnels du droit. SMB Team se concentre sur l'aide aux cabinets d'avocats pour augmenter leurs revenus, améliorer l'acquisition de clients grâce à des stratégies marketing innovantes telles que le SEO, le PPC et les réseaux sociaux, et développer des équipes autonomes à travers leurs programmes de coaching structurés. Leur service phare, Elite 360, répond aux principaux défis des cabinets d'avocats incluant la génération de prospects, le recrutement, et la croissance des bénéfices. L'entreprise vise à transformer les cabinets d'avocats en entreprises hautement rentables et autonomes, permettant ainsi aux avocats de se concentrer sur leur pratique, tandis que leurs cabinets prospèrent de manière autonome. SMB Team est dédiée à l'autonomisation des propriétaires de cabinets d'avocats pour atteindre une croissance significative des revenus et de la liberté.

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

🎯 Exigences

• 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

🏖️ Avantages

• 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!