Manager of Client Success

Smith.ai•San Francisco, CA

About The Position

Smith.ai is seeking a Manager of Client Success to ensure clients view the company as a critical partner in their business success. The role owns retention and expansion outcomes for a defined client segment, personally manages high-value client relationships, and leads and develops a dedicated Client Success team. The manager shares accountability for the full client journey with leaders in Client Onboarding and Client Support, from the start of the relationship through renewal and beyond. The role will help shape client segmentation and support based on complexity and strategic value, build scalable processes, and improve the client experience. It requires a strategic, hands-on leader who is comfortable making decisions and adapting in a fast-moving, growth-stage environment. The position is full-time and offers a base salary of $110,000–$165,000 per year, equity, and a competitive benefits package.

Requirements

At least 5 years of experience in Client Success or Account Management, including experience in a SaaS or technical product environment.
At least 2 years of experience managing and developing teams, including coaching talent, driving accountability, and improving performance.
At least 2 years of direct experience driving retention and expansion revenue within an existing client base.
Proven experience building or meaningfully improving Client Success playbooks, processes, and decision frameworks.
Strong business judgment and a client-first mindset, with the ability to balance client needs and business success.
Exceptional written and verbal communication skills, including the ability to handle difficult client conversations, coach team members, and communicate plans across departments.
Highly analytical and comfortable using data to identify trends, assess risk, and make decisions.
Bias toward action and comfort making decisions with imperfect information, taking ownership, and adjusting based on feedback.
Comfort operating in ambiguity and in a growing company.
Collaborative leadership style, with conviction in ideas and openness to feedback and differing perspectives.

Nice To Haves

Experience with Vitally or comparable Client Success platforms such as Gainsight or ChurnZero.
Experience supporting SMB clients at scale, particularly across a segmented client portfolio.
Familiarity with legal technology or professional services businesses.
Experience helping build or evolve a Client Success function in an early- or growth-stage company.

Responsibilities

Own retention and expansion outcomes for a defined segment of the client base, identifying opportunities to strengthen relationships and grow accounts.
Personally manage high-value client relationships and ensure Smith.ai delivers meaningful business value as a trusted partner.
Identify at-risk accounts, understand churn drivers, and develop strategies to improve client health and retention.
Partner with Sales on client handoffs and account growth opportunities.
Build, lead, and develop a high-performing Client Success team; set expectations and maintain high standards for performance and client outcomes.
Coach team members through complex client situations and develop their judgment, communication, and account management skills.
Foster ownership, accountability, continuous improvement, and open feedback; hire and develop talent.
Build, refine, and maintain scalable playbooks for onboarding transitions, account health, escalations, renewals, and expansion.
Help shape client segmentation and support according to complexity, business needs, and strategic value.
Identify gaps in the client experience and improve the processes, tools, and workflows that address them.
Balance immediate client needs with longer-term operational improvements that support scale.
Coordinate with the Senior Manager of Client Onboarding and Senior Manager of Client Support to deliver a consistent experience across the client journey.
Partner with Sales, Product, and Operations to share client feedback, resolve recurring challenges, and improve the client experience.
Use client success tooling and data to monitor retention, expansion, client health, sentiment, and team performance.
Translate data into insights, identify trends and risks, prioritize improvements, and establish performance expectations and accountability.
Leverage Vitally and other tools to improve visibility, consistency, and effectiveness across Client Success.