Client Success Manager

Position Title: Client Success Manager 

Reports To: Director of Client Success & Impact

Position Summary

The Client Success Manager is responsible for building and maintaining exceptional client relationships that drive retention, satisfaction, and advocacy. This role partners closely with the Director of Client Success & Impact to ensure every assigned client receives strategic, personalized support that exceeds expectations and transforms clients into passionate brand advocates. The CSM serves as the primary point of contact for assigned clients, manages the end-to-end client lifecycle, and provides the Director with insights that enable proactive decision-making and leadership.

Core Responsibilities

Client Retention & Satisfaction

• Achieve 100% client retention per quarter with zero preventable churn
• Ensure 90%+ of assigned clients report satisfaction levels of 9/10 or higher
• Prevent client concerns from escalating to leadership by proactively identifying and resolving issues
• Support the Director in achieving world-class retention benchmarks and fostering client loyalty

Relationship Management & Engagement

• Provide 100% of assigned clients with strategic, scheduled check-ins and touchpoints
• Maintain 100% follow-through on all client commitments with accurate documentation in HubSpot
• Continuously track and document client sentiment, communication preferences, and business goals
• Provide the Director with a real-time pulse on client relationship health and early warning signals

Client Advocacy & Raving Fans

• Actively engage 50%+ of assigned clients in quarterly referral and review opportunities
• Document and submit at least one monthly client success story demonstrating transformation and impact
• Celebrate client wins, outcomes, and their unique experience with Unique Genius

Service Provider (SP) Oversight & Coaching

• Flag all SP performance concerns within 24 hours of identification
• Establish and maintain active feedback loops with Service Providers, incorporating client insights
• Provide coaching support to SPs and track documented impact
• Enable the Director to quickly assess SP performance trends and intervene proactively

Required Qualifications

• 3+ years of client success, account management, or customer service experience
• Proven track record of maintaining high client satisfaction and retention rates
• Strong organizational skills with ability to manage multiple client relationships simultaneously
• Excellent written and verbal communication skills
• Proficiency with CRM systems (HubSpot preferred) and other business tools
• High degree of initiative, accountability, and attention to detail

Preferred Qualifications

• Experience in coaching, mentoring, or training stakeholders
• Familiarity with service delivery models or professional services environments
• Experience with HubSpot and related business automation tools
• Passion for client transformation and building advocate communities

Key Competencies

• Relationship Building: Ability to establish trust, understand client needs deeply, and cultivate long-term partnerships
• Problem-Solving: Proactive identification of issues and creative development of client-centered solutions
• Communication: Clear, professional communication tailored to diverse stakeholder needs
• Organization: Meticulous management of multiple client portfolios with systematic tracking
• Coaching & Leadership: Ability to mentor Service Providers and provide constructive feedback
• Execution: Commitment to follow-through, accountability, and delivery on all commitments