Client Success Manager

B Rushing Lawn and Landscaping•Lorton, VA

1d•$60,000 - $80,000•Onsite

About The Position

The Client Success Manager (CSM) is responsible for ensuring a consistently positive, professional, and well-managed client experience. This role owns the day-to-day client journey, with a focus on service quality, clear communication, and timely resolution of client needs. The CSM serves as a trusted point of contact for clients and works closely with internal teams to ensure concerns are addressed efficiently and thoughtfully. This position is ideal for someone who remains calm under pressure, approaches challenges with a solutions-oriented mindset, and takes pride in helping both clients and teammates succeed.

Requirements

Strong written and verbal communication skills
High emotional intelligence and empathy
Ability to manage difficult conversations with composure and confidence
Solution-oriented thinker with a positive, proactive mindset
Highly organized with strong attention to detail and follow-through
Comfortable collaborating across teams and departments
Reliable, adaptable, and accountable
Proficiency with Microsoft 365 (Outlook, Teams, Excel)
Experience with CRM or ticketing systems preferred
Comfort using phone, email, and virtual communication tools
Ability to learn new systems and processes quickly
Working with Computers — Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
Communicating with Supervisors, Peers, or Subordinates — Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
Getting Information — Observing, receiving, and otherwise obtaining information from all relevant sources.
Performing Administrative Activities — Performing day-to-day administrative tasks such as maintaining information files and processing data.
Establishing and Maintaining Interpersonal Relationships — Developing constructive and cooperative working relationships with others, and maintaining them over time.
Organizing, Planning, and Prioritizing Work — Developing specific goals and plans to prioritize, organize, and accomplish your work.
Documenting/Recording Information — Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.
Communicating with People Outside the Organization — Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.
Evaluating Information to Determine Compliance with Standards — Using relevant information and individual judgment to determine whether events or processes comply with laws, regulations, or standards.
Identifying Objects, Actions, and Events — Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.
Processing Information — Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
Making Decisions and Solving Problems — Analyzing information and evaluating results to choose the best solution and solve problems.
Monitoring Processes, Materials, or Surroundings — Monitoring and reviewing information from materials, events, or the environment, to detect or assess problems.
Scheduling Work and Activities — Scheduling events, programs, and activities, as well as the work of others.
Updating and Using Relevant Knowledge — Keeping up-to-date technically and applying new knowledge to your job.
Thinking Creatively — Developing, designing, or creating new applications, ideas, relationships, systems, or products, including artistic contributions.

Nice To Haves

Experience with CRM or ticketing systems preferred

Responsibilities

Serve as the primary point of contact for client service inquiries and requests
Triage incoming issues based on urgency, scope, and complexity
Communicate with empathy, clarity, and professionalism — especially during stressful situations
Gather photos, videos, or documentation to support effective resolution
Clearly explain services, expectations, and next steps to clients
Proactively follow up to confirm resolution and client satisfaction
Identify recurring concerns and recommend improvements to the service experience
Route issues to the appropriate internal teams with full context
Track service requests through resolution to ensure accountability
Maintain accurate and thorough documentation in internal systems
Partner closely with the Support Team Manager to identify trends, training needs, or process gaps
Escalate complex or ongoing concerns appropriately while maintaining client trust
Act as a client advocate by ensuring concerns are addressed fairly and promptly
Support long-term relationships through proactive communication and expectation alignment
Identify potential program misalignment or dissatisfaction patterns and flag for review
Ensure service transitions or offboarding are handled professionally and respectfully
Identify breakdowns in the client journey and propose practical improvements
Contribute to refining service workflows, communication templates, and escalation procedures
Help improve consistency, clarity, and response times across client interactions
Maintain up-to-date knowledge of services, programs, and internal policies