Client Success at Scale Lead - Empower & Grow Teams

FMG; United States; Remote; USD 68,000 - 83,000; Full time

Benefits offered by this job

Paid holidays and Winter shutdown

Paid time off (vacation, sick, par­ent

Healthcare: Medical, Dental, Vision, H

HSA & FSA

Life Insurance & AD&D

Short & Long Term Disability

401(k) with full vesting

On Demand Pay

Internet & Gym Reimbursement

FMG equipment provided

Employee events & FMG swag

Job summary

FMG is seeking a people-first leader to guide our Client Success at Scale team and own the client experience for FMG and Agency Revolution customers. You will coach a team of Client Success Managers delivering proactive engagement to a large client base.

This player-coach role sets engagement standards at scale, develops the team, and partners with Product, Sales, and Support to translate client feedback into product improvements.

Qualifications

• Proven experience leading a client success, account management, or support team, preferably in insurance, financial services, or technology.
• Track record of managing retention and satisfaction across a large, high-volume book of clients.
• Strong coaching skills and a history of developing talent and building accountable teams.
• Excellent communication and relationship-building skills with clients, teammates, and executives.
• Data-driven and analytical, comfortable using client health and retention metrics to make decisions.
• Organized, proactive problem solver who follows through and adapts quickly.
• Openness to new tools, including CRM, client success platforms, and AI-enabled workflows.

Responsibilities

• Lead, coach, and develop a team of Client Success Managers, setting goals, holding the team accountable to client satisfaction, retention, and engagement targets, and managing capacity and coverage.
• Hire, onboard, and train new team members, building a culture of ownership and client advocacy.
• Own the multi-touch outreach program that gives every FMG and Agency Revolution client a monthly human touchpoint through calls, group training, and email, supported by clear playbooks and cadences.
• Monitor client health, adoption, and retention, identify at‑risk accounts early, and serve as the escalation point for complex client situations.
• Partner with Sales, Product, Marketing, and Support to lead post-launch communication of new features and turn client feedback and market trends into product improvements.
• Drive continuous improvement of team processes and tooling, including AI and automation, and report on team performance and client outcomes to leadership
• Access to a private & secure workspace, free from distractions
• Accessible during the assigned work schedule for regular duties and responsibilities as outlined by the supervisor
• An internet connection with speeds of 5 Megabits down / 3 Megabits up (5mbps/3mbps)

Skills

Team leadership

Client success

Account management

Retention & satisfaction

Coaching

Communication with executives

Data-driven decision making

Job description

FMG is seeking a people-first leader to guide our Client Success at Scale team and own the client experience for FMG and Agency Revolution customers. You will coach a team of Client Success Managers delivering proactive engagement to a large client base.

This player-coach role sets engagement standards at scale, develops the team, and partners with Product, Sales, and Support to translate client feedback into product improvements.