Client Success Manager

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $110k - $165k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 0%

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Smith.ai

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2015

💼 Consulting

🏥 Healthcare

⚖️ Legal

💰 $7M Seed Round on 2019-06

Consulting • Healthcare • Legal

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.

📋 Description

• Own retention and expansion outcomes for a defined segment of the client base • Personally manage relationships with high-value clients and ensure delivery of meaningful business value • Identify at-risk accounts, understand churn drivers, and develop retention strategies • Partner with Sales on handoffs and account growth opportunities • Build, lead, and develop a high-performing Client Success team • Coach team members through complex client situations • Foster ownership, accountability, and continuous improvement • Hire and develop talent • Build and maintain scalable playbooks for onboarding transitions, account health, escalations, renewals, and expansion • Shape client segmentation and support models • Improve client experience processes, tools, and workflows • Work with Client Onboarding and Client Support leaders across the client journey • Partner with Sales, Product, and Operations to surface feedback and resolve recurring challenges • Monitor retention, expansion, client health, sentiment, and team performance using data and client success tooling • Translate data into insights, identify risks, and prioritize improvements • Use Vitally and other tools to improve visibility and effectiveness

🎯 Requirements

• 5+ years of experience in Client Success or Account Management, including experience in a SaaS or technical product environment • 2+ years of experience managing and developing teams • 2+ years of direct experience driving retention and expansion revenue within an existing client base • Proven experience building or meaningfully improving Client Success playbooks, processes, and decision frameworks • Strong business judgment and a genuine client-first mindset • Exceptional written and verbal communication skills • Highly analytical and comfortable using data to identify trends, assess risk, and make decisions • Bias toward action and ability to make decisions with imperfect information • Comfortable operating in ambiguity in a growing company • Collaborative leadership style • Experience with Vitally or comparable Client Success platforms such as Gainsight or ChurnZero is nice to have • Experience supporting SMB clients at scale is nice to have • Familiarity with legal technology or professional services businesses is nice to have • Experience helping build or evolve a Client Success function in an early- or growth-stage company is nice to have

🏖️ Benefits

• Equity • Medical insurance • Dental insurance • Vision insurance • Life insurance • 401(k) • Flexible Time Off program

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