Client Success Manager

About the role

The Scaled Client Success Manager is responsible for managing and growing a high-volume portfolio of small-to-medium enterprise clients. Working within the Customer Office, you will resolve emerging client issues and contribute to defined tasks that ensure long-term retention and product adoption.

Responsibilities

• Portfolio Management: Manage a high-volume portfolio of xSME accounts, ensuring consistent engagement through "one-to-many" communication strategies
• Audoption Growth: Drive the adoption of key DailyPay features and tools by educating clients on the value of our products and services
• Issue Resolution: Resolve emerging client concerns and technical hurdles with some discretion, escalating complex issues to senior leadership when necessary
• Health Monitoring: Build fluency with internal health-scoring tools to proactively identify at-risk accounts and implement standardized save-plays
• Onboarding Support: Support the final stages of the client onboarding process to ensure a smooth transition from implementation to long-term success
• Feedback Loop: Contribute to the product feedback loop by identifying and documenting common pain points or feature requests specific to the xSME segment
• Renewal Execution: Execute standardized renewal processes to maintain high retention rates across the assigned client base
• Process Fluency: Maintain a high degree of proficiency in CRM (Salesforce) and CS tools (e.g., Gainsight) to ensure accurate data tracking and reporting

Requirements

• Relevant Experience: 1–3 years of experience in client success, account management, or customer support, preferably in a SaaS or fintech environment
• Analytical Foundation: Foundational ability to interpret data dashboards and use metrics to drive proactive client outreach
• Technical Proficiency: Proficiency in CRM systems (Salesforce or Gainsight preferred) and a quick ability to learn new internal financial and communication tools
• Communication Skills: Strong written and verbal communication skills, with a focus on delivering clear and concise value propositions to a high volume of clients
• Problem-Solving Skills: Proven ability to resolve routine to semi-complex issues independently while following established departmental procedures
• Educational Foundation: Bachelor’s degree in Business, Communications, or a related professional field

Qualifications

• Relevant Experience: 1–3 years of experience in client success, account management, or customer support, preferably in a SaaS or fintech environment
• Analytical Foundation: Foundational ability to interpret data dashboards and use metrics to drive proactive client outreach
• Technical Proficiency: Proficiency in CRM systems (Salesforce or Gainsight preferred) and a quick ability to learn new internal financial and communication tools
• Communication Skills: Strong written and verbal communication skills, with a focus on delivering clear and concise value propositions to a high volume of clients
• Problem-Solving Skills: Proven ability to resolve routine to semi-complex issues independently while following established departmental procedures
• Educational Foundation: Bachelor’s degree in Business, Communications, or a related professional field