Client Success Manager

SmartRecruiters, Inc.; Alpharetta (GA); On-site; USD 70,000 - 90,000; Full time

Job summary

Sevaa Group, a provider of managed hosting and web development, is seeking a Client Success Manager to own the customer lifecycle, including onboarding, success programs, and churn minimization. The role focuses on driving value for accounts and coordinating with Sales on renewals.

You will maintain CRM, project management, and billing records, deliver training, and create resources to scale customer success across teams in a fast-paced environment.

Qualifications

• Strong written and verbal communication and interpersonal skills.
• Highly organized with a strong attention to detail and ability to multitask.
• Self-driven with a growth mindset and a proven track record of self-improvement.
• Experience with Content Management Systems (WordPress, Drupal).
• Ability to perform analysis in Google Sheets.
• Experience with Google Data Studio for analytics.
• Knowledge of customer success processes.

Responsibilities

• Own the customer lifecycle for each account, including onboarding, success programs, and minimizing churn.
• Schedule, lead, and deliver Executive Business Reviews; manage renewals and identify revenue opportunities.
• Maintain CRM, project management, and billing records; prepare weekly management reports.
• Provide first-line customer support and create documentation to assist clients.
• Train clients and develop resources to scale customer success practices across teams.
• Maintain accurate account health scores and drive cross-functional collaboration.

Skills

Communication skills

Organization

Growth mindset

Google Sheets

Google Data Studio

Customer success processes

Tools

WordPress

Drupal

CRM systems

Job description

Founded in 2001, Sevaa Group is a leading provider of managed hosting as well as web and application development.

Job Description

As a Client Success Manager, you will own the customer lifecycle for each of your accounts, including the implementation of Success Programs, contributing to revenue growth, managing the onboarding process, training clients, and minimizing churn.

Responsibilities

Account Management

• Be the primary point of contact for your accounts, responding to inquiries within 1 business hour and appropriately managing customer expectations.
• Proactively maintain a regular cadence of communication with each account.
• Maintain an Account Map, understanding the role of each contact within an account.
• Understand the revenue makeup or each of your accounts.
• Schedule, prepare, lead, and deliver Executive Business Reviews.
• Manage the contract renewal process.
• Identify revenue opportunities within your accounts and collaborate with Sales on proposals.
• Sustain business growth and profitability by maximizing value while also minimizing churn.
• Ensure all communication with clients is captured in the CRM.
• Ensure account records are kept up to date in the CRM, Project Management, and Billing systems.
• Maintain a quantitative and qualitative health score.
• Prepare weekly reports for management summarizing the activity in each of your accounts.
• Analyze customer data to improve customer experience quantitatively.

Project Management

• Ensure the project management system is up-to-date with the current status of ongoing projects and tasks through ticket creation, scheduling, and follow-up.
• Prepare and maintain timelines for all ongoing projects.
• Schedule and prepare for client communications, including project kickoffs, regular touchpoints, and handoffs.
• Ensure that all scoped items and QA are complete before client hand off.
• Track out of scope tasks.
• Ensure projects remain under budget and on time.
• Daily time reconciliation for all assigned accounts.

Customer Support

• Provide first-line support to each of your accounts to address common questions before escalating to another team.
• Be accountable for setting and managing customer expectations throughout the ticket and project lifecycle.
• Create written and video documentation to provide helpful resources for clients.
• Deliver training sessions as a part of troubleshooting to empower clients.
• QA monthly CMS updates.

Team

• Provide daily stand-up reports
• Contribute to and lead Success Team Sync
• Create and maintain playbooks

Qualifications

• Strong written and verbal communication and interpersonal skills
• Highly organized with a strong attention to detail and ability to multitask.
• Self-driven with a growth mindset and a proven track record of self-improvement
• Experience with Content Management Systems such as WordPress or Drupal
• Ability to perform analysis in Google Sheets
• Experience with an Analytics platform such as Google Data Studio
• Knowledge of customer success processes

Additional Information

Benefits Of Working With Sevaa Group:

• Life insurance and disability coverage
• Health Savings Account
• Modern laptop and equipment
• Company Outings & Happy Hours

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.