Client Success Manager

SMB Team • Philadelphia, PA

10d • Hybrid

About The Position

The SMB Team is seeking a Client Success Manager (CSM) for the operational hub of our Client Services Team. This role exists to bridge the gap between strategic vision and day-to-day execution. The CSM is the company's early warning system, crisis coordinator, and feedback loop — preventing escalations before they happen and owning the response when they do. The salary for this role is $90,000 - $100,000 with bonus potential up to $10,000.

Requirements

• 4–6 years in client services, account management, or customer success
• Calm under pressure; clear communicator when the stakes are high
• Proven ability to coordinate across departments without direct authority
• Can spot a broken process, document a fix, and implement it
• Understands the client's perspective and can de-escalate effectively
• Familiarity with CRMs, project management, and ticketing systems
• Has coached or mentored others; comfortable giving direction to peers
• Extreme ownership mentality — does not wait for others to solve issues
• High responsiveness and urgency with both clients and internal teams
• Ability to handle difficult conversations without becoming defensive or emotional

Nice To Haves

• Experience in digital marketing (SEO, PPC, lifecycle marketing, or agency environments)
• Familiarity with FCFO / fractional CFO services (cash flow, forecasting, financial reporting)
• Experience in FCOO / operational leadership or business operations roles
• Background in customer success, account management, or high-touch client services
• Experience managing client escalations in fast-paced, service-based environments
• Understanding of business operations, KPIs, and performance reporting
• Experience working cross-functionally with finance, bookkeeping, and operations teams
• Experience improving or building scalable client success or operational processes
• Financial experience
• Bookkeeping experience or strong working knowledge of bookkeeping workflows

Responsibilities

• Maintains a real-time view of all active client accounts and their health status
• Tracks leading indicators: usage trends, support ticket volume, missed milestones, NPS signals
• Flags at-risk accounts before they escalate
• Owns and maintains a client health dashboard or tracking system
• Identifies patterns that precede client escalations and intervenes early
• Coordinates proactive outreach to clients showing warning signs
• Works with Team Leads to resolve issues at the team level before they arise
• Maintains a running log of near-misses and lessons learned
• Owns the response when a client escalation does occur
• Assembles and coordinates the right internal resources (cross-functional)
• Serves as the primary point of communication with the client during a crisis
• Manages timelines, follow-ups, and resolution commitments
• Conducts a structured debrief after every escalation or near-miss
• Identifies the process gap that allowed the issue to occur
• Bring findings to the VP to close gaps in existing SOPs
• Helps operationalize new procedures with Team Leads
• Acts as the primary resource and escalation path for Team Leads
• Ensures Team Leads have the playbooks, tools, and authority to act
• Runs regular check-ins with Team Leads to surface emerging client risks
• Coaches Team Leads on client communication and issue resolution

Benefits

• We pay for 75% of your Medical, Dental, Vision insurance for YOU and YOUR FAMILY.
• FLEXIBLE VACATION TIME - We encourage you to take time to recharge so you can be your best here at work.
• EDUCATION – Team member education and learning budget on courses, events and books.
• INVESTMENTS – 401(k) with a 3% Match.
• WORK STYLE – WFH or come to the office. The choice is yours!

What This Job Offers

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