Client Success Manager

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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.

WHAT'S IN IT FOR YOU?

An opportunity to be a part of the #1 Fastest Growing Legal Marketing & Coaching Company in the U.S. 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!

The salary for this role is $90,000 - $100,000 with bonus potential up to $10,000.

• 1. Client Health Monitoring:
• 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
• 2. Escalation Prevention:
• 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
• 3. Crisis Coordination:
• 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
• 4. SOP Feedback Loop:
• 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
• 5. Team Lead Enablement:
• 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
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
• Must have proven experience handling high-level client escalations, retention conversations, and difficult client situations in a fast-paced environment.
• Must remain calm, solutions-oriented, and professional under pressure while managing emotionally charged conversations.
• Must be highly organized with strong follow-through, documentation, and cross-department communication skills.
• Must be comfortable making judgment calls, identifying risk early, and partnering with leadership on client resolution strategies.
Pluses / Preferred Experience:
• 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

Benefits SMB Team is a rapidly-growing marketing agency and coaching business for lawyers. After four years of 300% year-over-year growth, we have quickly become one of the top brands in the legal industry. Bottom Line: We change lives. Want proof? Read our Google My Business reviews.

There are three parts to our business:

Educational Brand: We currently run the most prominent talk show in the legal industry. Every week, we get hundreds of lawyers on our webinars by interviewing top thought leaders (as seen on our YouTube). The goal is to become THE source of education for lawyers. Marketing Services: We offer a full suite of marketing services to our clients, including PPC, SEO, Website Design, Video, and Social Media management. Our goal is to scale our services business to over $15M in revenue in 2023. Coaching Services: We have a rapidly-growing, Philadelphia-based coaching program for lawyers. In our first year, we built our coaching business into a multi-seven-figure business. Our program has been identified as the most comprehensive coaching program for attorneys, and we plan to double the size of our clients in the next year.

The SMB Team is an Equal Opportunity Employer. The policy of The SMB Team is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual's race, color, gender, age, national origin, religion, citizenship status, marital status, sexual orientation, gender identity, transgender status, physical or mental disability, protected veteran status, genetic information, pregnancy, or any other categories protected by applicable federal, state or local laws. The SMB Team is an Equal Opportunity Employer - Minority/Female/Disabled/Protected Veterans