About the Role We're hiring a remote Client Success Manager to serve as the frontline strategic partner for premium clients, someone who protects relationships, drives retention, elevates the customer experience, and ensures operational excellence at every stage. This is not an entry-level support role, and it isn't reactive ticket-handling. It's for a demanding, highly capable professional who understands that client success is directly tied to trust, strategic communication, business growth, and flawless execution. You'll own client relationships end to end, anticipate problems before they become escalations, and build the systems and workflows that make a premium, concierge-style experience repeatable. You'll work U.S. business hours and manage multiple high-value accounts at once, with the autonomy and accountability of an operator, not a task-taker. If you lead with urgency, precision, and executive presence, and you treat every account like its retention has your name on it, keep reading. What You'll Do Client Relationship Ownership • Own and manage client relationships from onboarding through long-term retention • Serve as the primary point of contact for high-value clients • Deliver a premium, concierge-style customer experience at every touchpoint • Conduct strategic check-ins, business reviews, and performance discussions Retention & Risk Management • Ensure clients consistently experience measurable value • Anticipate challenges before they become escalations • Resolve issues with speed, professionalism, and strategic thinking • Apply conflict management and retention skills to protect at-risk accounts Account Performance & Growth • Monitor KPIs, client health metrics, retention indicators, and satisfaction scores • Strengthen account performance through data-backed recommendations • Identify opportunities for expansion, upselling, and long-term growth Systems & Cross-Team Delivery • Build systems, documentation, and workflows that improve the client experience • Collaborate across operations, recruitment, and leadership teams to ensure seamless service delivery • Use CRM, reporting, and automation tools to keep accounts organized and on track What We're Looking For Required: • Extensive experience in Client Success, Strategic Account Management, Customer Experience, or Business Operations • Proven success managing demanding clients or executive stakeholders • Outstanding written and verbal communication, with genuine executive presence • Strong strategic and analytical thinking • Exceptional organization and follow-through • Hands-on experience with CRM systems, reporting tools, and workflow platforms • Ability to manage multiple high-priority accounts simultaneously • Skilled in conflict management and client retention • An AI-forward, systems-oriented approach to work • Comfortable working U.S. business hours (EST/CST) • A long-term career mindset and a high degree of ownership Helpful, not required: • Experience with HubSpot or an equivalent CRM • Familiarity with Google Workspace, Slack, and project management systems • Experience building or working from KPI dashboards • Comfort using automation and AI tools to optimize workflows

Client Success Manager

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