Client Success Manager

The Role:

JOB RESPONSIBILITIES INCLUDE BUT ARE NOT LIMITED TO:

Customer Advocacy & Relationship Management

• Respond to every customer comment, message, and inquiry within 4 hours (target: 2 hours)
• Conduct 10-15 proactive customer check-ins weekly beyond reactive support
• Identify and execute 5+ surprise and delight moments weekly for strategic accounts
• Document customer wins, testimonials, and success stories in real-time
• Transform complaints into loyalty-building opportunities with over-delivery
• Create and maintain personalized touchpoint calendar for each customer segment
• Systematically convert advocacy-ready customers into referral sources
• Capture and organize customer feedback to inform product and service improvements

Analytics, KPIs & Optimization

• Monitor, track, and report on customer success KPIs:
• Response time and resolution rate
• Customer sat...