Client Success Manager, Scale

AgencyBloc • Cedar Falls, IA

1d

About The Position

The Client Success Manager, Scale is responsible for driving product adoption, retention, and client satisfaction through scalable, technology-driven engagement strategies within the AgencyBloc suite of products and services. This role leverages automation, data insights, and digital resources to orchestrate digital success for a scaled portfolio efficiently. The ideal candidate is analytical, tech-savvy, and passionate about optimizing the client experience at scale.

Requirements

• Required: 3+ years of experience in SaaS client success, account management, or other customer facing role, within a high-volume one-to-many support environment.
• Required: Experience with standing up and managing tech-touch, one-to-many, or digital customer success model.
• Familiarity with CRM and client success automation platforms (e.g., Gainsight, HubSpot, or similar).
• Strong analytical and problem-solving skills with the ability to interpret data and drive action.
• Excellent written communication and digital content creation skills (e.g., emails, guides, or video scripts).
• High comfort level with technology and SaaS applications.
• Strong organizational skills and attention to detail in managing processes across a large client base.
• Collaborative and adaptable team player who thrives in a fast-paced, evolving environment.
• Motivated by improving processes and scaling client impact through automation and innovation.
• Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.

Responsibilities

• Client Engagement & Adoption
• Serve as a product and process expert on the AgencyBloc’s suite of products, guiding clients to success through scalable, technology-driven engagement.
• In collaboration with the Client Experience team, create, maintain, and optimize digital touchpoints; including in-app guidance, knowledge base articles, email campaigns, and webinars; to enable measurable client outcomes at scale, self-service value realization and client education.
• Support scalable renewal and retention initiatives by ensuring clients understand and realize the value of AgencyBloc’s solutions.
• Customer Health & Insights
• In partnership with the Client Success Operations team:
• Contribute to the design of automations for playbooks, including early stage risks (like low utilization, stalled onboarding, high support ticket volume, etc.) and opportunities (upsell potential, customer advocacy, etc.)
• Monitor customer health and product usage trends to identify at-risk accounts and opportunities for proactive engagement.
• Leverage analytics and reporting tools to track adoption metrics, identify trends, and recommend actions to improve retention and satisfaction.
• Contribute to the continuous improvement of automation and client lifecycle management tools.
• Cross-Functional Collaboration
• Collaborate with Product, Marketing, and Support teams to deliver coordinated client communications and enhance the customer journey.
• Act as the voice of the customer, collecting and communicating feedback to inform product enhancements and experience improvements.
• Participate in internal knowledge sharing to continuously refine tech-touch strategies, tools, and workflows.
• Perform other duties as assigned to support the success and scalability of the Client Success team and its initiatives.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed