Client Success & Adoption Lead

SalesMail; Daphne (AL); Hybrid; USD 65,000 - 90,000; Full time

Job summary

SalesMail is revolutionizing outbound sales with personalized video messaging. We’re seeking a Client Success Specialist who owns the client journey after the sale, handling onboarding, training, and ongoing account management for a portfolio of customers.

This role drives Net Revenue Retention by ensuring customers adopt SalesMail, understand its value, and continue to grow their partnership over time. It’s a proactive, relationship-driven role focused on outcomes, trust, and long-term customer

Qualifications

• Experience in client success, account management, customer support, or a related role.
• Strong communication and relationship-building skills.
• Ability to manage multiple accounts and priorities simultaneously.
• Comfort leading training sessions via Zoom or other virtual platforms.
• High sense of ownership and follow-through.

Responsibilities

• Onboard new customers and deliver effective training tailored to roles and workflows.
• Manage a book of business with ownership of customer health and satisfaction.
• Build trusted relationships with key stakeholders at each account.
• Monitor usage to identify risks or expansion opportunities.
• Lead QBRs and review adoption, usage trends, and performance metrics.
• Serve as the primary contact for customer questions and coordinate with internal teams.
• Advocate for customer needs to inform product improvements.

Skills

Client success

Account management

Customer support

Ownership

Relationship-building

Tools

CRM tools

Job description

We’re looking for a Client Success Specialist who is passionate about helping customers succeed and takes full ownership of the client journey after the sale. This role is responsible for onboarding, training, ongoing account management, support, and Quarterly Business Reviews (QBRs) for a portfolio of customers. The Client Success Specialist plays a direct role in driving Net Revenue Retention (NRR) by ensuring customers adopt SalesMail effectively, understand its value, and continue to grow their partnership with us over time. This is not a reactive support role. It is a proactive, relationship-driven role focused on outcomes, trust, and long-term customer success.

SalesMail is revolutionizing outbound sales and relationship-building with personalized video messaging — the easiest and most effective way to send branded, trackable videos via email, text, and CRM integrations. Our SaaS platform helps high-performing teams in Senior living, Multifamily Housing, Real Estate, and beyond stand out from the competition, build trust faster, accelerate sales cycles, and book more meetings/tours (customers typically see 2–3 extra meetings per month).

We're growing rapidly and looking for a hungry, results-driven CSS to join our team and own the client experience.

About the Role

We’re looking for a Client Success Specialist who is passionate about helping customers succeed and takes full ownership of the client journey after the sale. This role is responsible for onboarding, training, ongoing account management, support, and Quarterly Business Reviews (QBRs) for a portfolio of customers.

The Client Success Specialist plays a direct role in driving Net Revenue Retention (NRR) by ensuring customers adopt SalesMail effectively, understand its value, and continue to grow their partnership with us over time.

This is not a reactive support role. It is a proactive, relationship-driven role focused on outcomes, trust, and long-term customer success.

Key Responsibilities

Customer Onboarding & Training

• Lead new customers through onboarding to ensure a confident and successful start
• Set up client and user accounts, integrations, etc.
• Deliver clear, engaging training sessions tailored to customer roles and workflows
• Help customers understand best practices and how SalesMail fits into their day-to-day work

Account Management & Retention

• Manage a book of business with full ownership of customer health and satisfaction
• Build trusted relationships with key stakeholders at each account
• Monitor usage and engagement to proactively identify risk or expansion opportunities
• Maintain accurate customer records in CRM, including notes, activities, risks, and next steps
• Partner with customers to align SalesMail usage with their goals and success metrics

Quarterly Business Reviews (QBRs)

• Plan and lead meaningful, outcome-focused QBRs with customers
• Review adoption, usage trends, and performance metrics
• Reinforce value delivered and align on next steps and opportunities
• Identify risks early and create action plans to drive retention and growth

Support & Advocacy

• Serve as the primary point of contact for customer questions and challenges
• Take ownership of issues through resolution, coordinating with internal teams as needed
• Advocate for customer needs and insights across Product, Sales, and Support
• Help ensure the voice of the customer informs product improvements and priorities

What Success Looks Like

• Customers are onboarded quickly and confidently
• Training leads to real adoption and consistent usage
• QBRs are timely, thoughtful, and clearly tied to customer outcomes
• Customers understand and can articulate the value SalesMail provides
• Retention is strong and expansion opportunities emerge naturally
• Net Revenue Retention (NRR) goals are consistently met or exceeded
• Customers view SalesMail as a trusted partner, not just a vendor

Qualifications

Required

• Experience in client success, account management, customer support, or a related role
• Strong communication and relationship-building skills
• Comfort managing multiple accounts and priorities simultaneously
• Comfortable leading engaging training sessions for groups over Zoom or other virtual platforms
• High sense of ownership and follow-through

Preferred

• Experience in SaaS or technology products
• Familiarity with CRM tools and customer-facing workflows
• Experience working in relationship-driven industries (e.g., senior living, real estate, services)
• Comfort leading customer-facing meetings and QBRs

This Role Is Not for Someone Who

• Prefers reactive, ticket-only support work
• Struggles with ownership or follow-through
• Does not feel passionate about delivering value and satisfaction for clients

Why Join SalesMail

• Opportunity to make a direct impact on customer outcomes and retention
• Meaningful relationships with customers in high-trust industries
• A team that genuinely values customer service, accountability, and empathy
• Flexibility that respects family and life, paired with clear expectations and ownership
• The chance to grow with a scaling SaaS company where Client Success truly matters

If you’re energized by helping clients succeed, enjoy building meaningful relationships, and want to grow with a fast-moving tech company, we’d love to hear from you!