Client Success Manager: Mid Market Accounts

PetScreening • Mooresville, NC

21h • Hybrid

About The Position

As a Client Success Manager for Mid Market Accounts, you will be the primary point of contact for our mid market clients, ensuring their success and satisfaction with our software solutions. You will build and nurture strong, long-term relationships, understand their unique needs, and deliver tailored strategies that drive adoption, engagement, and growth. Your role is pivotal in turning our clients into passionate advocates for our products and services.
Objectives:
Cross-Functional Collaboration: Partner with sales, support, and operations to grow and retain mid-market accounts while ensuring a seamless client experience.
Long-Term Partnerships: Build strong relationships, drive adoption, and gather feedback to enhance the client experience.
Client Records Management: Maintain accurate records of performance, meetings, and action items to track client progress.
Goal Alignment: Collaborate with leadership and team members to meet client growth goals and KPIs.
Product Expertise: Develop deep platform knowledge to drive client success, engagement, and revenue growth.

Requirements

• Experience: Minimum of 1 year of experience in client success, account management, or a related field within the SAAS industry, preferably in a tech or pet care environment.
• Skills: Strong interpersonal and communication skills, with the ability to build relationships and influence stakeholders at all levels. Excellent problem-solving and analytical abilities, time management, and organizational skills.
• Knowledge: Understanding of SAAS business models and customer success strategies.
• Technical Proficiency: Comfortable with software applications and tools, with the ability to quickly learn and master new technologies. Experience with CRM systems and data analysis tools is preferred.
• Education: Bachelor’s degree in Business, Marketing, or a related field.
• Prolonged periods of sitting and working on a computer.
• Proficient computer skills with the ability to learn new software and tools.
• Meet individual and team performance expectations through timely delivery and measurable outcomes.
• Contribute to a collaborative product culture by sharing insights, learnings, and process improvements.
• Participate in a hybrid work environment, including regular in-office collaboration three days per week.
• Willingness to travel for conferences and visit onsite teams.

Nice To Haves

• Familiarity with pet care industry trends and challenges is a plus.
• Relevant certifications or additional qualifications in client success or account management are a plus.

Responsibilities

• Client Relationship Management: Build strategic relationships and serve as a trusted advisor and main client contact.
• Client Communication: Provide proactive updates, performance insights, and ongoing client education.
• Strategic Planning: Align client goals with internal teams to drive long-term success.
• Performance Monitoring: Track usage, adoption, and satisfaction; deliver actionable insights.
• Problem Resolution: Resolve client issues quickly and respond within 24 hours.
• Retention & Growth: Drive retention and identify opportunities to expand adoption.
• Feedback Loop: Share client feedback to inform product improvements.
• Reporting: Deliver regular insights on client health, engagement, and growth opportunities.
• Event Participation: Support sales at events and conduct onsite visits.

Benefits

• Medical/Dental/Vision/HSA benefits offered after 30 days of employment.
• Company sponsored Life Insurance and Short Term Disability.
• Optional Life Insurance and Long Term Disability Plans.
• 401(k) with 3% match regardless of employee contribution. Quarterly open enrollment.
• Paid time off accrual beginning first day of employment
• Paid holidays
• Optional remote work days
• Paid Family/Military/Bereavement leave
• Pet friendly office

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 11-50 employees