Client Success Manager
$90,000–$100,000 year
Hybrid · Philadelphia, Pennsylvania, United States
Job Summary
Client Success Manager responsible for monitoring client health, preventing escalations, coordinating crisis responses, and feeding back lessons to improve SOPs. You will own client-health dashboards, identify early warning signs, coordinate cross-functional resource allocation during crises, lead debriefs after escalations, coach Team Leads, and ensure effective client communications. Requires 4–6 years in client services or related areas, strong cross-functional collaboration, proficiency with CRMs and project-management/ticketing tools, and an ability to operate calmly and effectively under pressure. This role offers hybrid in-office and work-from-home flexibility, with a salary of $90,000–$100,000 and potential bonus up to $10,000. The company emphasizes growth, benefits, and education budgets, and values ownership, urgency, and clear communication.
Required Qualifications
- 4–6 years in client services, account management, or customer success
- Calm under pressure; clear communicator when the stakes are high
- Proven ability to coordinate across departments without direct authority
- Can spot a broken process, document a fix, and implement it
- Understanding of the client's perspective and ability to de-escalate effectively
- Familiarity with CRMs, project management, and ticketing systems
- Has coached or mentored others; comfortable giving direction to peers
- Extreme ownership mentality — does not wait for others to solve issues
- High responsiveness and urgency with both clients and internal teams
- Ability to handle difficult conversations without becoming defensive or emotional
- Must have proven experience handling high-level client escalations, retention conversations, and difficult client situations in a fast-paced environment
- Must remain calm, solutions-oriented, and professional under pressure while managing emotionally charged conversations
- Must be highly organized with strong follow-through, documentation, and cross-department communication skills
- Must be comfortable making judgment calls, identifying risk early, and partnering with leadership on client resolution strategies
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