Client Success Manager

Clique Studios • Chicago, IL

2d • $60,000 - $80,000

About The Position

Clique Studios is a digital studio based in Chicago with a team spread across the country. The company designs and builds websites and platforms for enterprise brands, associations, nonprofits, and civic organizations. The Client Success Manager supports the long-term success of clients, combining strategic digital planning with responsive, empathetic support after site launch. This junior to early mid-level role works across teams and manages a portfolio of dedicated large retainer accounts.

Requirements

• Experience in a direct customer service, training, or account manager role, or equivalent.
• Excellent written and verbal communication skills.
• Demonstrated ability to support others and build strong, collaborative relationships.
• Ability to adapt to changing situations and needs.
• Timely responsiveness to client requests.
• Eagerness to receive feedback and problem-solve accordingly.
• Quality management skills and attention to detail.
• Ability to manage projects within budgeted hours and scope.

Nice To Haves

• Experience with site analytics, including setting up, monitoring, and pulling reports.
• Experience supporting or managing website platforms and marketing technology.

Responsibilities

• Serve as the primary point of contact for assigned clients after their sites launch.
• Strategize with clients and coordinate site maintenance, updates, enhancements, and bug fixes.
• Respond to client requests promptly and adapt to changing situations and needs.
• Build client relationships and provide best practices, guidance, and empathetic support.
• Communicate time and cost estimates, expected delivery dates, and what clients must provide to complete tasks.
• Use the Wrike ticketing system and proactively check in with assignees about ticket status.
• Collaborate with cross-capability teams, including Project Management, Design, Accessibility, Content Strategy, and SEO, to solve problems and facilitate solutions.
• Manage and educate clients about processes and technical aspects of projects.
• Manage quality and attention to detail, ensuring tasks and deliverables are quality-assured and meet request requirements.
• Work with internal experts to solve complex tasks and determine the best approach.
• Manage a portfolio of dedicated large retainer accounts.
• Seek solutions to increase support profitability and ensure projects stay within budgeted hours and scope.
• Seek opportunities to improve the client experience.
• Pursue learning and development through individual support, internal and external training, and the educational stipend.

Benefits

• Health, dental, vision, and life insurance.
• Employee Assistance Program (EAP).
• 20 days of PTO, increasing to 25 days after three years.
• 13 holidays, including a week at the end of the year and two floating holidays.
• Clique Creative Grant of $1,000 per year for education, well-being, and inspiration.
• Yearly equipment stipend.
• Eight sick days.
• Paid parental leave.
• 401(k) with match after one year.

What This Job Offers

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