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.
The salary for this role is $85,000 - $90,000 with bonus potential up to $10,000. Key Responsibilities:
- 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
BenefitsBENEFITS - 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!
