Client Success & Escalations Lead

SMB Team; United States; Hybrid; USD 85,000 - 90,000; Full time

Benefits offered by this job

75% medical, dental, vision insurance

Flexible vacation time

Education budget

401(k) with 3% match

WFH or office

Job summary

SMB Team is seeking a dedicated Client Success Manager to bridge strategy and execution for our client services group in the United States. You will monitor client health, coordinate early interventions, and lead cross-functional crisis responses to protect high-value relationships.

The role offers flexible work options, a focus on education and growth, and a base salary in the mid to high five figures with potential bonuses. Join a fast-growing marketing and coaching firm for lawyers.

Qualifications

• 4–6 years in client services, account management, or customer success.
• Ability to stay calm and communicate clearly under high-stakes situations.
• Proven ability to coordinate across departments without direct authority.
• Identify and document process improvements and fixes.
• De-escalate effectively while maintaining professionalism.
• Familiarity with CRMs, project management, and ticketing systems.
• Experience coaching or mentoring others.

Responsibilities

• Monitor real-time client health and track key indicators.
• Identify patterns that precede escalations and intervene early.
• Coordinate crisis responses with cross-functional teams.
• Conduct structured debriefs after escalations to close SOP gaps.
• Coach Team Leads and ensure they have tools and playbooks.

Skills

Calm under pressure

Clear communicator

Cross-functional coordination

Documentation and process improvement

Client escalation handling

CRM familiarity

Coaching teammates

Ownership mindset

Urgency and responsiveness

Conflict management

Tools

CRM software

Project management tools

Ticketing systems

Job description

SMB Team is seeking a dedicated Client Success Manager to bridge strategy and execution for our client services group in the United States. You will monitor client health, coordinate early interventions, and lead cross-functional crisis responses to protect high-value relationships.

The role offers flexible work options, a focus on education and growth, and a base salary in the mid to high five figures with potential bonuses. Join a fast-growing marketing and coaching firm for lawyers.