Client Success & Escalation Lead

SMB Team; Pennsylvania; On-site; USD 85,000 - 90,000; Full time

Benefits offered by this job

Healthcare coverage for you and family

Flexible vacation time

Education budget for courses/books

401(k) with match

Job summary

SMB Team is seeking a Client Success Manager (CSM) to bridge strategic vision and day-to-day execution within our Client Services Team. The CSM acts as the early warning system, crisis coordinator, and feedback loop to prevent escalations and own responses when they occur.

We offer partial health coverage for you and your family, flexible vacation, education budget, and 401(k) with a match. You can work from home or come to the Philadelphia-area office—your choice.

Qualifications

• 4-6 years in client services, account management, or customer success.
• Calm under pressure; clear communicator when the stakes are high.
• Proven ability to coordinate across departments without direct authority.
• Can spot a broken process, document a fix, and implement it.
• Understands the client perspective and can de-escalate effectively.

Responsibilities

• Monitor client health and track usage trends, tickets, and milestones.
• Prevent escalations with proactive outreach and issue resolution.
• Coordinate crisis response with cross-functional teams and keep clients informed.
• Debrief after escalations to identify process gaps and drive improvements.
• Support Team Leads with playbooks, tools, and escalation paths.

Skills

Client services

Account management

Customer success

Cross-functional collaboration

Crisis management

CRM experience

Communication under pressure

Tools

CRM software

Project management tools

Ticketing systems

Job description

SMB Team is seeking a Client Success Manager (CSM) to bridge strategic vision and day-to-day execution within our Client Services Team. The CSM acts as the early warning system, crisis coordinator, and feedback loop to prevent escalations and own responses when they occur.

We offer partial health coverage for you and your family, flexible vacation, education budget, and 401(k) with a match. You can work from home or come to the Philadelphia-area office—your choice.