Client Success Manager

Service Management Group (SMG)•Kansas City, MO

6d•Remote

About The Position

The Client Success Manager is the primary client contact at SMG, building strong relationships with clients and program owners while helping them achieve measurable value from their experience management programs. The role combines client partnership, program strategy, product expertise, training, and proactive guidance to improve program health, feature adoption, usage, satisfaction, and ROI, while connecting client priorities to relevant SMG capabilities. The position is fully remote, with a preference for candidates based in the Kansas City area. Success involves learning assigned client programs and priorities, leading client communications and training, following through on deliverables, and maintaining a partnership rhythm that connects program activity to clients’ business objectives.

Requirements

Bachelor’s degree or equivalent work experience.
At least 2 years of experience in client success, account management, consulting, customer experience, or another customer-facing role.
Working knowledge of client success, customer experience programs, retention, and value realization.
Strong relationship management skills with clients, executives, and internal cross-functional partners.
Ability to provide consultative guidance, identify risks and opportunities, influence action, and manage priorities, client communications, and program health across multiple accounts.

Nice To Haves

Previous experience in client success, account management, customer experience, customer feedback, market research, or consulting.

Responsibilities

Serve as an SMG program and product expert by demonstrating features and delivering training that increases effective use of SMG tools.
Manage client program health and adoption, guiding clients on best practices for survey design, reporting setup, invite methods, close-the-loop processes, data integrations, and related program elements.
Share best practices, cross-client examples, training, and practical feature guidance to help clients strengthen and grow their programs.
Align partnership priorities, deliverables, and timelines with client business objectives and connect ongoing work to intended outcomes.
Lead annual or semi-annual survey and program consultations, maturity assessments, and strategic partnership planning, and drive follow-through on actions that support program ROI.
Manage client communications about deliverables and program updates, resolve concerns, and escalate critical issues through resolution.
Build trusted relationships with key contacts across client levels, anticipate client needs, and advocate for clients within SMG.
Identify opportunities to expand listening channels and program value, partner with Sales on additional capabilities, and maintain accurate Salesforce records for deliverables, client health inputs, and action items.