Client Success Manager at Bill Alexander Ford Lincoln

United States

We are seeking a proactive and customer-focused Client Success Manager to build strong relationships with clients, ensure successful product/service adoption, and drive long-term customer satisfaction and retention. The ideal candidate will act as a trusted advisor to clients, helping them achieve their business goals while identifying opportunities for growth and improvement. Key Responsibilities Serve as the primary point of contact for assigned clients, ensuring a high level of satisfaction and engagement Build and maintain strong, long-term relationships with clients through regular communication and strategic support Guide clients through onboarding, implementation, and ongoing use of products or services Monitor client performance metrics, usage trends, and satisfaction levels to identify opportunities for improvement Proactively address client concerns, resolve issues, and escalate complex matters when necessary Collaborate with internal teams (Sales, Product, Support, and Operations) to deliver seamless client experiences Identify upsell and cross-sell opportunities aligned with client needs and business objectives Develop and deliver reports, presentations, and business reviews to stakeholders Gather client feedback and advocate for enhancements to products, services, or processes Maintain accurate records of client interactions, account status, and performance metrics in CRM systems. Required Qualifications Bachelor's degree in Business Administration, Marketing, Communications, or a related field (or equivalent experience) 3–5 years of experience in client success, account management, customer support, or a related role Strong interpersonal and relationship management skills Excellent communication, presentation, and problem-solving abilities Ability to manage multiple client accounts and prioritize effectively Proficiency with CRM tools (e.g., Salesforce, HubSpot, or similar platforms) Analytical mindset with the ability to interpret data and make strategic recommendations. Preferred Qualifications Experience in a remote or distributed work environment Background in SaaS, technology, healthcare, or professional services Knowledge of customer success metrics (e.g., churn rate, retention rate, NPS) Work Schedule Standard business hours (Monday–Friday) with flexibility based on client needs. Occasional extended hours may be required for client meetings or project deadlines. Benefits Competitive salary or hourly compensation Flexible work environment (remote/hybrid options) Paid time off (PTO) and company holidays Health, dental, and vision insurance Retirement savings plan (e.g., 401(k) with company match) Professional development and career growth opportunities Equal Opportunity Statement We are an equal opportunity employer committed to fostering a diverse and inclusive workplace.