Own a large portfolio (~140 clients) in the xSMB segment, focusing on efficient, scalable success
Drive adoption and engagement through digital programs and scaled customer journey tactics
Maximize retention and revenue by securing renewals, minimizing churn, and identifying upsell/cross-sell opportunities
Serve as the client advocate internally, collaborating with cross-functional teams (e.g., Engagement, Advocacy) to ensure client needs are met
Manage client escalations efficiently, ensuring timely resolution and a positive customer experience
Track and report on key account metrics (e.g., enrollment, adoption, retention) and accurately forecast renewals

3+ years of proven work experience in a Client Success, Customer Support, Account Management, or Sales role
Demonstrated success in managing a large number of accounts or a high-volume client segment
Proficiency with CRM software (e.g., Salesforce, HubSpot) and using data/reporting systems to manage a book of business
Strong communication and presentation skills with the ability to influence C-Level stakeholders as needed
Solution-oriented mindset and a client-first approach, always

Client Success Manager, xSMB

Key skills