Client Success Manager

The deal is closed. Now make sure the client actually wins.

What You’ll Actually Do

You own the client experience from the moment a contract is signed. Onboarding, implementation oversight, ongoing relationship management, and renewals. The gap between what gets sold and what clients actually experience is where most agencies fall apart. You are here to close that gap.

Is This Role For You?

You have done client-facing work before and you are good at it. But you have been frustrated working with clients who never see results, or inside agencies where the product does not actually deliver. You want to be somewhere that what you manage is genuinely working and your clients are genuinely grateful.

Responsibilities

• Lead every client through a structured onboarding process from contract signing to go-live
• Manage ongoing client relationships with regular check-ins and health tracking
• Track and communicate client outcomes and ROI clearly
• Coordinate with engineering on implementation timelines and deliverables
• Identify upsell and expansion opportunities inside existing accounts
• Collect testimonials and build case study material from successful clients

What Success Looks Like

• All clients are fully onboarded within 30 days of contract signing
• Client retention rate is tracked and stays above 85 percent
• At least two documented case studies exist per quarter
• The founder is not the primary client contact for any account within 60 days

What We’re Looking For

• Experience in client success, account management, or implementation roles (agency or SaaS preferred)
• Ability to manage multiple client relationships at once without dropping anything
• Strong written and verbal communication, especially when things get tense
• Project management tool proficiency (Notion, Asana, Linear, or similar)
• Genuine AI tool fluency. You use it daily and you can show how.
• You stay solutions-focused when clients are frustrated