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 $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 Assemb