{"id":845629,"url":"https://alion.io/job/smbteam-client-success-manager","title":"Client Success Manager","company":{"id":7998,"name":"SMB Team","domain":"smbteam.com","url":"https://alion.io/company/smbteam","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Philadelphia, United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"YouTube","optional":true}],"status":"live","first_seen_at":"2026-09-11T00:00:00Z","employer_posted_date":"2026-09-11","last_verified_at":"2026-11-15T21:40:14Z","board_verified":true,"closed_at":null,"days_open":65,"trust":{"level":"ok","repost_count":0,"flags":[],"days_open":64},"description":"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.\nWHAT'S IN IT FOR YOU?\nAn opportunity to be a part of the #1 Fastest Growing Legal Marketing & Coaching Company in the U.S.\nBENEFITS - We pay for 75% of your Medical, Dental, Vision insurance for YOU and YOUR FAMILY.\nFLEXIBLE VACATION TIME - We encourage you to take time to recharge so you can be your best here at work.\nEDUCATION - Team member education and learning budget on courses, events and books.\nINVESTMENTS - 401(k) with a 3% Match.\nWORK STYLE - WFH or come to the office. The choice is yours!\nThe salary for this role is $85,000 with bonus potential up to $10,000.\nKey Responsibilities:\n1. Client Health Monitoring:\nMaintains a real-time view of all active client accounts and their health status\nTracks leading indicators: usage trends, support ticket volume, missed milestones, NPS signals\nFlags at-risk accounts before they escalate\nOwns and maintains a client health dashboard or tracking system\n2. Escalation Prevention:\nIdentifies patterns that precede client escalations and intervenes early\nCoordinates proactive outreach to clients showing warning signs\nWorks with Team Leads to resolve issues at the team level before they arise\nMaintains a running log of near-misses and lessons learned\n3. Crisis Coordination:\nOwns the response when a client escalation does occur\nAssembles and coordinates the right internal resources (cross-functional)\nServes as the primary point of communication with the client during a crisis\nManages timelines, follow-ups, and resolution commitments\n4. SOP Feedback Loop:\nConducts a structured debrief after every escalation or near-miss\nIdentifies the process gap that allowed the issue to occur\nBring findings to the VP to close gaps in existing SOPs\nHelps operationalize new procedures with Team Leads\n5. Team Lead Enablement:\nActs as the primary resource and escalation path for Team Leads\nEnsures Team Leads have the playbooks, tools, and authority to act\nRuns regular check-ins with Team Leads to surface emerging client risks\nCoaches Team Leads on client communication and issue resolution\nRequirements\n4-6 years in client services, account management, or customer success\nCalm under pressure; clear communicator when the stakes are high\nProven ability to coordinate across departments without direct authority\nCan spot a broken process, document a fix, and implement it\nUnderstands the client's perspective and can de-escalate effectively\nFamiliarity with CRMs, project management, and ticketing systems\nHas coached or mentored others; comfortable giving direction to peers\nExtreme ownership mentality - does not wait for others to solve issues\nHigh responsiveness and urgency with both clients and internal teams\nAbility to handle difficult conversations without becoming defensive or emotional\nMust have proven experience handling high-level client escalations, retention conversations, and difficult client situations in a fast-paced environment.\nMust remain calm, solutions-oriented, and professional under pressure while managing emotionally charged conversations.\nMust be highly organized with strong follow-through, documentation, and cross-department communication skills.\nMust be comfortable making judgment calls, identifying risk early, and partnering with leadership on client resolution strategies.\nPluses / Preferred Experience:\nExperience in digital marketing (SEO, PPC, lifecycle marketing, or agency environments)\nFamiliarity with FCFO / fractional CFO services (cash flow, forecasting, financial reporting)\nExperience in FCOO / operational leadership or business operations roles\nBackground in customer success, account management, or high-touch client services\nExperience managing client escalations in fast-paced, service-based environments\nUnderstanding of business operations, KPIs, and performance reporting\nExperience working cross-functionally with finance, bookkeeping, and operations teams\nExperience improving or building scalable client success or operational processes\nFinancial experience \nBookkeeping experience or strong working knowledge of bookkeeping workflows \nBenefits\nSMB Team is a rapidly-growing marketing agency and coaching business for lawyers. After four years of 300% year-over-year growth, we have quickly become one of the top brands in the legal industry.\nBottom Line: We change lives. Want proof? Read our Google My Business reviews.\nThere are three parts to our business:\nEducational Brand: We currently run the most prominent talk show in the legal industry. Every week, we get hundreds of lawyers on our webinars by interviewing top thought leaders (as seen on our YouTube). The goal is to become THE source of education for lawyers.\nMarketing Services: We offer a full suite of marketing services to our clients, including PPC, SEO, Website Design, Video, and Social Media management. Our goal is to scale our services business to over $15M in revenue in 2023.\nCoaching Services: We have a rapidly-growing, Philadelphia-based coaching program for lawyers. In our first year, we built our coaching business into a multi-seven-figure business. Our program has been identified as the most comprehensive coaching program for attorneys, and we plan to double the size of our clients in the next year.\nThe SMB Team is an Equal Opportunity Employer. The policy of The SMB Team is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual's race, color, gender, age, national origin, religion, citizenship status, marital status, sexual orientation, gender identity, transgender status, physical or mental disability, protected veteran status, genetic information, pregnancy, or any other categories protected by applicable federal, state or local laws.\nThe SMB Team is an Equal Opportunity Employer - Minority/Female/Disabled/Protected Veterans","description_format":"text","description_chars":6152,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Vision insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Legal Services","Management Consulting","Digital Marketing"],"lifecycle":[{"event":"open","at":"2026-09-13T00:37:00Z"}],"visa":[],"liveness":{"score":34,"band":"fade","label":"Fading","p_open":1,"p_active":0.768,"p_room":0.44,"age_days":65,"expected_fill_days":56,"reasons":["conf:0","win:tail","crowd:"],"computed_at":"2026-11-15T07:52:55Z"},"pay":null,"html_url":"https://alion.io/job/smbteam-client-success-manager","json_url":"https://alion.io/job/smbteam-client-success-manager.json","meta":{"generated_at":"2026-11-15T22:52:16Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":19229,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":7998},"rest":"https://alion.io/mcp/rest/get_company?id=7998"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsmbteam-client-success-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"free","price":{"credits":0,"usd":0},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsmbteam-client-success-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsmbteam-client-success-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/smbteam-client-success-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsmbteam-client-success-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":845629}},{"tool":"search_jobs","arguments":{"company":"smbteam.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":845629},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}