Client Success Lead: Crisis & Escalation Champion (Remote)

SMB Team; Philadelphia (Philadelphia County); Hybrid; USD 85,000 - 90,000; Full time

Benefits offered by this job

Medical for you & family (75%)

Flexible vacation time

Education budget

401(k) with 3% match

WFH or Office

Job summary

SMB Team is seeking a Client Success Manager (CSM) for its Client Services Team in a fast-growing marketing and coaching environment. The CSM bridges strategy and daily operations, acting as the early warning system and crisis coordinator for client relationships.

We offer a comprehensive package including medical coverage for you and family, flexible vacation, a learning budget, 401(k) with a 3% match, and the option to work from home or in the office.

Qualifications

• 4–6 years in client services or customer success.
• Ability to coordinate across departments without direct authority.
• Strong written and verbal communication under pressure.

Responsibilities

• Client Health Monitoring: track health of active accounts and indicators.
• Escalation Prevention: intervene early to prevent escalations.
• Crisis Coordination: lead response during client escalations with cross-functional teams.
• SOP Feedback Loop: debrief after escalations and close gaps with leadership.
• Team Lead Enablement: support Leads with playbooks and training.

Skills

CRM familiarity

Project management

Ticketing systems

Client relationships

Calm under pressure

Tools

CRM software

Ticketing tools

Job description

SMB Team is seeking a Client Success Manager (CSM) for its Client Services Team in a fast-growing marketing and coaching environment. The CSM bridges strategy and daily operations, acting as the early warning system and crisis coordinator for client relationships.

We offer a comprehensive package including medical coverage for you and family, flexible vacation, a learning budget, 401(k) with a 3% match, and the option to work from home or in the office.