Client Success Manager

🔥 2 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

🏆 Customer Success

👻 Ghost score 11%

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SMG - Service Management Group

WebsiteLinkedInAll Job Openings

201 - 500 employees

💼 Consulting

📣 Marketing

🏨 Hospitality

💰 Private Equity Round on 2021-10

Consulting • Marketing • Hospitality

SMG - Service Management Group is a leader in enterprise experience management (XM) with a dual focus on industry-leading software and hands-on professional services. Their platform provides seamless and secure data integrations to enhance technology ecosystems, with capabilities for cross-channel feedback collection at every stage of customer and employee journeys. SMG offers powerful reporting and analytics tools, data-driven prescriptive actions, and services to guide businesses from being data-driven to insights-driven. They specialize in improving customer, employee, and brand experiences with tailored XM solutions for industries like restaurant, retail, and consumer services.

📋 Description

• Serve as an SMG program and product expert • Demonstrate features and deliver training to increase effective use of SMG tools • Manage client program health and adoption across survey design, reporting setup, invite methods, close-the-loop processes, data integrations, and related program elements • Share best practices, cross-client examples, training, and practical feature guidance • Align partnership priorities, deliverables, and timelines with client business objectives • Lead annual or semi-annual survey and program consultations, maturity assessments, and strategic partnership planning • Drive follow-through on actions supporting program ROI • Manage client communications around deliverables and program updates • Resolve concerns and escalate critical issues through resolution • Build relationships with key client contacts and advocate for clients within SMG • Identify opportunities to expand listening channels and program value • Partner with Sales on additional capabilities • Maintain accurate Salesforce records for deliverables, client health inputs, and action items

🎯 Requirements

• Bachelor’s degree or equivalent work experience • Minimum 2+ years of experience in client success, account management, consulting, customer experience, or another customer-facing role • Working knowledge of client success, customer experience programs, retention, and value realization • Strong relationship management skills with clients, executives, and internal cross-functional partners • Ability to provide consultative guidance, identify risks and opportunities, influence action, and manage priorities, client communications, and program health across multiple accounts • Previous roles in client success, account management, CX, customer feedback, market research, or consulting preferred • Must reside in the United States

🏖️ Benefits

• Unlimited PTO • Extended parental leave • Company-issued equipment and tools • Fully remote work • Competitive compensation and benefits • Culture built on connection, collaboration, and continuous improvement

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