Associate Client Success Manager

About the role

At LINQ, we’re dedicated to transforming how our clients engage with our solutions. We’re looking for a proactive and innovative Associate Client Success Manager to join our team and help drive success for our clients through digital channels. In this role, you’ll play a pivotal part in ensuring customer satisfaction, retention, and growth through thoughtful engagement, strategic communication, and digital advocacy.

Responsibilities

• Webinar Hosting: Plan, organize, and host webinars to educate clients on product features, best practices, and industry trends. Ensure webinars are engaging and provide valuable insights to participants.
• One-to-Many Communications: Develop and execute one-to-many communication strategies, including email campaigns, newsletters, and digital content, to keep clients informed and engaged.
• Renewals and Uplifts Ownership: Support the renewal process by ensuring proactive outreach to assigned clients. Partner with Client Success Managers and Account Executives to prepare renewal conversations, document uplift opportunities, and contribute to retention strategies that secure long-term customer relationships.
• Upsell and Cross-Sell Lead Generation: Identify and qualify upsell and cross-sell opportunities through client engagement, usage insights, and feedback. Share and collaborate on these leads with the sales team to drive account expansion and increase overall client value.
• Automated Campaigns: Build and manage automated check-ins and engagement campaigns to nurture client relationships and drive product adoption and satisfaction.
• Payment Adoption: Assist clients in adopting and optimizing payment solutions, ensuring they leverage all available features to streamline their payment processes.
• Services Upsells: Identify opportunities for upselling additional services and solutions. Present these opportunities effectively to clients through digital channels and support them in realizing the benefits.
• Client Escalation Management: Manage client escalations effectively, coordinating with internal teams to resolve complex issues. Oversee escalation processes and ensure timely and effective resolution.
• Product Enablement: Facilitate product enablement by creating and delivering digital training materials, guides, and resources that help clients fully utilize and benefit from our products.
• Customer Community Moderation: Moderate and engage with the customer community through digital forums, social media, and other online platforms. Foster a positive and supportive environment for clients to share insights and seek support.
• Newsletter Content Stakeholder: Act as the primary stakeholder for newsletter content creation. Collaborate with internal teams to develop and curate content that aligns with client needs and company objectives.
• Customer Office Hours: Host and manage regular virtual office hours to provide clients with direct access to support and guidance on product-related questions and issues.

Qualifications

• Bachelor's degree in Business Administration, Communications, or a related field.
• 1-3 years of experience in a client-facing role, preferably in account management or customer success.
• Strong communication and interpersonal skills, with the ability to build rapport and trust with clients.
• Proven track record of managing client relationships and driving customer satisfaction.
• Demonstrable self-starter, curious, and solution focused.
• Excellent problem-solving skills and the ability to think strategically to identify opportunities for client success.
• Experience working in a fast-paced environment with the ability to adapt to changing priorities.
• Expert level time management & prioritization skills.
• Proficiency in CRM software (e.g., Salesforce) and other relevant tools is a plus.
• Strong collaboration mindset & capabilities; comfortable with asynchronous remote work.
• K12 experience preferred, but not required.
• Must be able to travel 10-15%.

Pay

Competitive salary of $50,000–$70,000 plus a 4% annual bonus.

Benefits

• Retirement: 401(k) plan with a 4% employer match on total earnings.
• Performance Incentives: Company bonus and target sales commission opportunities.
• Time Off: Flexible Open Paid Time Off Plan and ten paid corporate holidays.
• Parental Leave: Paid parental leave to welcome a new addition.
• Volunteerism: 16 paid volunteer hours to support causes you care about.
• Health & Wellness: Comprehensive medical, dental, and vision coverage; FSA/HSA options; employer-paid Short-Term Disability, Long Term Disability, Basic Life, and AD&D insurance; gym reimbursements; travel assistance; employee assistance; and pet insurance options.
• Referral Rewards: Earn a bonus for referring exceptional candidates who join the team.