CLIENT SUCCESS MANAGER

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Key Responsibilities

• Serve as the primary point of contact for assigned client accounts, ensuring timely communication, strong relationship management, and effective resolution of client needs.
• Build and maintain strong, long-term relationships with key client contacts, business executives, stakeholders, and decision-makers.
• Act as a trusted advisor by understanding each client’s business needs, service expectations, contract requirements, and opportunities for expanded support.
• Manage the full client lifecycle, including onboarding, training, activation, ongoing account support, renewals, and account growth.
• Identify opportunities for upselling, cross-selling, expanded service usage, and additional solutions based on client needs, account history, usage trends, and business objectives.
• Partner closely with sales, operations, marketing, and product teams to support client growth, improve the customer experience, and deliver solutions that align with client expectations.
• Monitor account health, client satisfaction, service usage, communication trends, and potential risks to retention.
• Develop and execute account management strategies that improve client engagement, increase service adoption, and support revenue growth.
• Manage customer activations and ensure new clients are fully onboarded, trained, and able to go live as quickly and smoothly as possible.
• Analyze customer data, service trends, and account activity to identify opportunities for improvement, process consistency, and proactive outreach.
• Address escalated client concerns, high-severity requests, service issues, or urgent account needs with professionalism, urgency, and follow-through.
• Support retention efforts by proactively identifying client concerns, resolving issues early, and maintaining regular client communication.
• Aid in building, improving, and documenting Client Success SOPs, workflows, communication templates, and account management best practices.
• Maintain accurate and timely account records in CRM systems, including client notes, follow-up tasks, opportunities, risks, and account activity.
• Contribute to customer success team initiatives by sharing best practices, identifying process gaps, and supporting continuous improvement.
• Represent KENTECH professionally in all client interactions while maintaining strict confidentiality and compliance with company security standards.

Qualifications

• 3+ years of proven experience in customer success, account management, client relations, sales support, or a similar client-facing role.
• Background check, investigations, screening, compliance, public sector, SaaS, or professional services experience strongly preferred.
• Demonstrated experience managing client accounts, maintaining relationships, and supporting customer retention.
• Proven ability to identify upsell, cross-sell, renewal, or account expansion opportunities.
• Experience working with sales, operations, and leadership teams to support account growth and client satisfaction.
• Experience building or improving Client Success SOPs, workflows, account management processes, or department structure.
• Strong written and verbal communication skills with the ability to engage professionally with stakeholders at all levels.
• Ability to manage multiple client accounts, competing priorities, deadlines, and follow-up responsibilities.
• Comfortable handling escalations, difficult conversations, and urgent client requests with professionalism and sound judgment.
• Proficient in CRM and marketing automation systems; hands-on experience with TazWorks and HubSpot preferred.
• Strong attention to detail, organization, documentation, and follow-through.
• Ability to work independently in a remote environment while remaining responsive, accountable, and collaborative.

Soft Skills

• Communication: Clearly conveys updates, expectations, account needs, and next steps to clients and internal teams.
• Relationship Building: Builds trust with clients through consistency, responsiveness, professionalism, and follow-through.
• Sales-Minded Client Service: Recognizes growth opportunities without sacrificing trust or service quality.
• Problem-Solving: Anticipates client needs, identifies root causes, and works cross-functionally to resolve issues.
• Adaptability: Adjusts quickly to changing client needs, operational priorities, and business demands.
• Accountability: Owns client relationships, follow-up, documentation, and outcomes.
• Professional Judgment: Handles sensitive information, escalations, and client concerns with discretion and maturity.

Nice to Have

• Basic knowledge of HTML and Adobe Suite.
• Experience with background screening platforms, investigative workflows, or compliance-driven client services.
• Bachelor's Degree in Business, Marketing, Communications, or equivalent professional experience.

Additional Information

• This is a remote position.