Client Success Manager

Customer Success Manager

Reports to: Client Success Lead

Purpose

Own a portfolio of brands and be accountable for their retention, satisfaction and growth after launch.

What you'll do

• Own retention, satisfaction and growth across an assigned book of customers.
• Act as primary liaison between the customer and internal teams including operations, IT and finance.
• Translate client service requirements to cross-functional teams and hold the line on SLA adherence.
• Oversee the management and implementation of complex service solutions so customer programs run without friction.
• Lead and coordinate customer business reviews, bringing recommendations rather than just reporting.
• Audit customer invoices, track outstanding A/R and drive timely resolution.
• Partner with account leadership on work that improves service process, operational efficiency and financial performance.
• Keep documentation, meeting notes and action items current so account issues actually close.
• Identify growth opportunities and work with management to convert them.
• Feed customer input back into enhancements, product offerings and process improvements.

What you'll need

• Experience in customer experience, account management or a related field.
• Ability to manage multiple priorities and complex service solutions at pace.
• Strong communication and relationship building across internal and external stakeholders.
• Analytical, detail-oriented, comfortable solving problems from incomplete information.
• Experience with financial processes including invoice auditing and A/R.
• Able to lead a customer business review on your own.

Bonus points

• Supply chain, warehouse fulfillment or ecommerce background.
• Familiarity with SLAs and operational metrics.
• Business transformation or process optimization experience.
• CRM or customer service management tooling.