Client Success Manager

Software Finder•201 District, VA

About The Position

Software Finder is hiring a Client Success Manager to own and grow a portfolio of client relationships across active campaigns. This is a senior, client-facing role for someone who can operate independently, set and manage expectations with confidence, drive retention and account expansion, and resolve complex issues by coordinating across departments. The ideal candidate brings a proven track record of managing US-based clients and consistently turning client relationships into long-term, growing accounts.

Requirements

4+ years of experience as a Client Success Manager or Specialist (or equivalent client-facing account management role), preferably within SaaS, digital marketing, lead generation, or B2B services.
Demonstrated experience across multiple companies, bringing varied exposure to different client success models and best practices.
Extensive experience managing US-based clients, including familiarity with their communication norms, expectations, and business hours.
Proven ability to cross-sell, upsell, and retain customers, with a track record of growing account value over time.
Strong ability to resolve customer issues independently by coordinating across internal departments and driving outcomes to closure.
Strong understanding of campaign-based delivery models, lead quality concepts, and performance tracking.
Excellent verbal and written communication skills, with the confidence to lead client conversations, negotiations, and difficult discussions.
Strong problem-solving mindset with the ability to manage multiple high-value clients and competing priorities simultaneously.
Highly proficient with CRMs (HubSpot preferred), reporting tools, and internal documentation systems.
Highly organized, detail-oriented, and fully accountable in follow-through, able to operate with a high degree of autonomy.

Responsibilities

Own the end-to-end relationship for a portfolio of assigned clients, serving as their primary and trusted point of contact across live campaigns.
Ensure the smooth onboarding of new clients, coordinating closely with the Business Development team during the handover to build full context and set the relationship up for success from day one.
Set, reinforce, and manage client expectations around lead quality, delivery criteria, and billing models such as PPL, VP, and content-led initiatives.
Drive retention by proactively identifying and mitigating risks related to dissatisfaction, refunds, churn, or under-utilization before they escalate.
Identify and act on cross-sell and upsell opportunities, positioning additional products, campaigns, and budget expansion in a consultative manner that aligns with client goals.
Lead budget optimization and renewal discussions, including short-term extensions, upgrades, and long-term expansion.
Monitor campaign performance, lead acceptance, utilization, and budget pacing, and translate the data into proactive recommendations for clients.
Resolve client queries and escalations independently, coordinating directly with internal teams (delivery, BD, QA, finance) to drive issues to closure.
Handle high-value and sensitive client situations with professionalism, sound judgment, and minimal supervision.
Work closely with departmental leadership to enhance the function's processes, tools, and overall effectiveness, contributing frontline insight to continuous improvement.
Maintain accurate documentation of client interactions, decisions, and commitments, and ensure all stakeholders are kept informed.
Ensure adherence to internal SOPs and governance frameworks.