Client Success Manager

As a Client Success Manager, you’ll be responsible for developing and fostering strong relationships with a portfolio of client accounts. You will prioritize your time to focus your efforts based on perceived risk, potential growth, strategic value and renewal time frame.

Client Success is a key differentiator for our business. Our clients depend on FluentStream for mission-critical services, and we depend on you to be the point of contact for our most important clients. Client Success operates as strategic, consultative partners who use industry know-how and best practices to up-level and support every FluentStream user. 

We are seeking an energetic, motivated, and empathetic person who is excited about being a part of our growing team. 

About you:

  • Your friends, family, and co-workers always come to you for advice
  • Your ability to stay calm under pressure has always allowed you to navigate your way out of many a maze.
  • You can guess the end of every mystery movie you’ve ever seen because you are an active, curious listener.
  • You consider problem-solving, project management, and convincing people to help you get things done to be core strengths.

Responsibilities:

  • Define, develop and execute effective client adoption and retention strategies
  • Tackle parallel client challenges with curiosity, empathy, and strong problem-solving skills
  • Build trust and communicate effectively with owners, executives, office managers, and power users alike
  • Earn the respect of your clients to generate client references and referrals
  • Train clients on existing and new product features
  • Drive escalation of client issues, coordinate key resources in the escalation process, and project manage the client issue until its resolution
  • Deeply understand the FluentStream platform’s capabilities and explain them to clients of all types
  • Collect feedback to drive continuous improvement across all areas of the business

Qualifications:

  • 3-5 years experience in client-facing roles like Sales, Client Success, Professional Services, and Account Management at a B2B SaaS software company
  • Strong organizational skills, time management, and acute attention to detail
  • Demonstrate account portfolio planning competency
  • Possess excellent verbal and written communication skills, including the ability to present to executive and key decision makers
  • Available to travel up to 20%

Preferred Qualifications:

  • Bachelors degree
  • Inside Sales or Contact Center experience
  • Experience with CRMs, including Salesforce.com, Zoho, Freshdesk, Zendesk, or HubSpot
  • Experience with client success software like Gainsight or CustomerSuccess.com, 
  • Ability to write to/from APIs

Compensation:

Compensation package will include a base salary as well as performance incentives.

Benefits:

  • Health Insurance, Dental Insurance, Vision
  • Unlimited PTO policy
  • Paid Family Leave
  • 401k plan
  • Company equity program
  • Professional Development Reimbursement
  • Dog Friendly
Open Roles: Client Experience
Role Type: Full Time

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