Role Overview

The Lead – Customer Success Manager is responsible for supporting the successful onboarding, engagement, and retention of superbrand and/or enterprise clients. The role focuses on proactively building strong client relationships, understanding their needs, and ensuring they receive maximum value from the company's products and services. This position works closely with cross‑functional teams to provide excellent client service, assist with issue resolution, and identify opportunities for growth and engagement.

100% Remote

$100,000 - $110,000

What You’ll Do

Client Relationship Management

• Serve as the primary point of contact for superbrand and/or enterprise clients, addressing inquiries, resolving issues, and offering proactive solutions.
• Build and maintain strong relationships with key stakeholders at client organizations, ensuring they are up to speed with the company's product offerings.
• Monitor client satisfaction and ensure that their needs are consistently met.
• Assist with onboarding new clients, ensuring they are set up for long‑term success.

Client Support and Issue Resolution

• Work closely with the Customer Support Team to track open issues and provide updates on escalated issues to the Brand(s). Internal escalation occurs proactively if SLAs are unable to be met.
• Collaborate with internal teams, such as product, support, and operations, to troubleshoot and resolve client concerns.
• Monitor client satisfaction levels and elevate concerns to senior team members when necessary.

Product and Service Education

• Provide clients with product demonstrations, training, and best practices to help them maximize product usage.
• Assist in creating client resources such as guides, FAQs, and tutorials.
• Stay informed about product updates and communicate relevant changes to clients.

Client Retention and Growth

• Develop strategies to improve client satisfaction and retention, ensuring clients achieve their business goals.
• Conduct or prepare regular business reviews and meetings with clients to ensure satisfaction and identify opportunities for further collaboration. Work with the Account Management Team to identify opportunities to enhance client engagement and encourage adoption of additional products or services.
• Gather and analyze client feedback, sharing insights with the broader team to improve products and services.

Reporting and Documentation

• Track account performance, generating reports and insights for clients and internal teams.
• Use data to assess the success of the client journey and suggest improvements for future client transitions.

Requirements

• Bachelor’s degree in Business Administration, Management, or a related field (or equivalent experience).
• 4+ years of experience in client-facing roles within SaaS, with experience in onboarding and relationship management.
• Ability to travel for brand visits for business reviews and brand conferences.
• Excellent communication, interpersonal, and analytical skills with the ability to engage effectively with clients and internal teams.
• Superior organizational and time management skills, with a capacity to handle multiple high-priority projects simultaneously.
• Familiarity with tools like Asana, Trello, MS Project, or similar for managing projects and tracking progress.
• Familiarity with CRM platforms (e.g., HubSpot) and customer‑success tools.
• Ability to adapt to changing environments and manage multiple priorities in a fast‑paced setting.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k)
• Life Insurance (Basic, Voluntary & AD&D)
• Flexible Paid Time Off
• Family Leave (Maternity, Paternity)
• Short‑Term & Long‑Term Disability
• Training & Development
• Work From Home