Client Success Manager

Department: Client Experience & Support

Reports To: Controller & HR Administrator

Employment Type: Full-Time

Location: Office-Based

Compensation: $60-$80k/yr.

Role Overview

The Client Success Manager (CSM) is responsible for ensuring a consistently positive, professional, and well-managed client experience. This role owns the day-to-day client journey, with a focus on service quality, clear communication, and timely resolution of client needs.

The CSM serves as a trusted point of contact for clients and works closely with internal teams to ensure concerns are addressed efficiently and thoughtfully. This position is ideal for someone who remains calm under pressure, approaches challenges with a solutions-oriented mindset, and takes pride in helping both clients and teammates succeed.

Key ResponsibilitiesClient Experience & Service ManagementService Triage & Internal CoordinationClient Retention & Relationship SupportProcess Improvement & Continuous LearningSkills & Attributes We’re Looking ForTechnical & Professional SkillsWork Environment & ExpectationsWhy This Role Matters

The Client Success Manager plays a key role in maintaining trust, retention, and long-term client relationships. By ensuring service concerns are addressed promptly and thoughtfully — and by continuously improving how clients are supported — this role directly contributes to a strong, reliable client experience.

Who Thrives in This Role

This role is a great fit for someone who:

Maintains a positive, steady, and dependable presence

Requirements

Technology Skills

Access software — Microsoft, Service Autopilot

Accounting software — Fund accounting software; Intuit QuickBooks Accounting

Calendar and scheduling software — Appointment scheduling software; Service Autopilot; Calendly; Outlook, HelpScout

Cloud-based data access and sharing software — Dropbox; Google Drive; Microsoft SharePoint; Microsoft Teams

Customer relationship management CRM software —Service Autopilot

Desktop communications software — Microsoft Teams

Desktop publishing software — Adobe Systems Adobe InDesign; Microsoft Publisher

Document management software — Adobe Systems Adobe Acrobat; Microsoft Excel; Microsoft Word

Electronic mail software — Microsoft 365; Microsoft Outlook, HelpScout

Graphics or photo imaging software — Adobe Systems Adobe Creative Cloud; Adobe Systems Adobe Illustrator; Adobe Systems Adobe Photoshop

Human resources software — ADP Workforce Now, Service Autopilot

Instant messaging software — Microsoft Teams

Internet browser software — Mozilla Firefox; Google; Web browser software

Office suite software — Microsoft Office

Operating system software —Microsoft Windows

Presentation software —Microsoft PowerPoint

Spreadsheet software — Microsoft Excel

Time accounting software — Service Autopilot; Paychex

Video conferencing software — Microsoft Teams; Zoom; GoogleMeet

Video creation and editing software —YouTube

Web page creation and editing software — Facebook; Google Sites; LinkedIn; Social media sites

Word processing software —Microsoft Word

Occupational Requirements

Work Activities

• Working with Computers — Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
• Communicating with Supervisors, Peers, or Subordinates — Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Getting Information — Observing, receiving, and otherwise obtaining information from all relevant sources.
• Performing Administrative Activities — Performing day-to-day administrative tasks such as maintaining information files and processing data.
• Establishing and Maintaining Interpersonal Relationships — Developing constructive and cooperative working relationships with others, and maintaining them over time.
• Organizing, Planning, and Prioritizing Work — Developing specific goals and plans to prioritize, organize, and accomplish your work.
• Documenting/Recording Information — Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.
• Communicating with People Outside the Organization — Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.
• Evaluating Information to Determine Compliance with Standards — Using relevant information and individual judgment to determine whether events or processes comply with laws, regulations, or standards.
• Identifying Objects, Actions, and Events — Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.
• Processing Information — Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
• Making Decisions and Solving Problems — Analyzing information and evaluating results to choose the best solution and solve problems.
• Monitoring Processes, Materials, or Surroundings — Monitoring and reviewing information from materials, events, or the environment, to detect or assess problems.
• Scheduling Work and Activities — Scheduling events, programs, and activities, as well as the work of others.
• Updating and Using Relevant Knowledge — Keeping up-to-date technically and applying new knowledge to your job.
• Thinking Creatively — Developing, designing, or creating new applications, ideas, relationships, systems, or products, including artistic contributions.