Client Success Manager

Role Responsibilities

• Partner Onboarding & Launch Management
• Own the partner onboarding experience from kickoff through launch
• Review and validate launch assets, including landing pages, enrollment materials, communications, and member resources
• Manage launch timelines and pre-launch checklists to ensure every detail is completed before go-live
• Coordinate with Product, Marketing, Finance, and Operations teams to proactively resolve issues before launch
• Serve as the primary point of contact throughout the onboarding and launch process
• Ambassador Training & Enablement
• Train partner ambassadors, program leads, case managers, and community champions on the Roots Growth platform
• Equip partners with the resources, messaging, initial marketing materials and confidence needed to support members throughout the program
• Build strong relationships with key champions inside each partner organization
• Develop and deliver engaging virtual trainings and onboarding sessions
• Launch & Activation
• Lead virtual activation sessions designed to maximize enrollment and engagement from Day 1
• Guide members through enrollment and answer questions in real time
• Partner with client stakeholders to drive participation and attendance
• Monitor launch performance and quickly address barriers to enrollment
• Post-Launch Success & Engagement
• Own partner success after launch with a focus on enrollment, activation, engagement, and retention
• Monitor cohort performance and identify opportunities to improve participation and outcomes
• Partner closely with the Roots Experience Team to support members and resolve questions quickly
• Proactively identify enrollment challenges, engagement trends, and areas of friction
• Develop action plans to improve activation and participation when metrics fall below expectations
• Lead Day 14 and Day 30 partner check-ins focused on outcomes, impact, and next steps
• Capture member success stories and feedback to fuel future launches and build a library of testimonials that show the real impact of the work
• Develop ongoing engagement strategies that encourage continued participation and future member and partner growth

Qualifications

• 3+ years of experience in Client Success, Account Management, Program Management, Community Engagement, Customer Success, or a related field
• Experience managing multiple client or partner relationships simultaneously
• Strong presentation, facilitation, and training skills
• Excellent written and verbal communication skills
• Exceptional organizational skills and attention to detail
• Experience coordinating cross-functional projects and launches
• Comfortable using CRM, project management, and reporting tools
• Ability to balance process, accountability, and relationship-building
• Passion for helping people achieve meaningful financial outcomes