Client Success Manager

Ethico; Charlotte (NC); Hybrid; USD 60,000 - 65,000; Full time

Benefits offered by this job

Company paid medical, dental, and vision insurance

401(k) with company match up to 4%

Paid Time Off (PTO)

Annual profit sharing bonus

Paid maternity/paternity leave

Job summary

A progressive SaaS company is seeking a Client Success Manager to enhance client onboarding and engagement. This role involves driving client relationships post-implementation and identifying upsell opportunities. Candidates should have over 2 years of experience in Client Success within a SaaS environment, strong communication skills, and a client-first mindset. This position allows for a hybrid work model based in Charlotte, NC, and offers competitive pay with additional benefits.

Qualifications

• Proven track record in managing client accounts and driving sales.
• Strong relationship-building skills with a focus on client needs.
• Experience leading product demonstrations and contract negotiations.

Responsibilities

• Cultivate client relationships post-implementation for ongoing success.
• Conduct strategic check-ins and manage upsell opportunities.
• Monitor client engagement metrics to mitigate churn risks.

Skills

Client-facing sales knowledge

Problem-solving

Communication skills

CRM tools experience

Data analysis

Education

2+ years in Client Success, Account Management, or Sales in a SaaS environment

Tools

HubSpot

Excel

Google Sheets

Job description

Base pay range

$60,000.00/yr - $65,000.00/yr

Your Role at Ethico

The Client Success Manager will support the onboarding, adoption, and expansion efforts of our SaaS platform. This role will assist in managing client accounts, building relationships, understanding customer needs, and identifying opportunities for growth.

Key Responsibilities

• Own client relationships post-implementation, driving onboarding, adoption, and ongoing value realization.
• Conduct regular check-ins and strategic QBRs, aligning client goals with Ethico’s solutions and identifying expansion opportunities.
• Own the sales cycle for upsells and cross-sells: from discovery and demo to pricing and deal close in collaboration with leadership.
• Monitor product usage and engagement metrics to detect churn risks or renewal blockers, using health scoring frameworks.
• Act as the client escalation point, owning resolution timelines and surfacing at-risk accounts quickly.
• Champion the Client for Life (C4L) process to build long-term, strategic client partnerships that lead to retention and growth.
• Log product feedback and enhancement requests that influence Ethico’s roadmap.
• Host client-facing webinars, lead feature trainings, and help scale customer education.
• Track and improve NPS/CSAT, executing follow-up plays for detractors and promoters alike.
• Collaborate with implementation, product, support, and marketing teams to ensure seamless delivery and communication.

What You’ll Need to Succeed

• 2+ years in Client Success, Account Management, or Sales—preferably in a SaaS environment.
• Demonstrated experience in client-facing sales or renewals, with comfort leading product demos and negotiating contracts.
• Strategic thinker with a client-first mindset and a passion for problem-solving and value delivery.
• Ability to communicate complex technical concepts in a simple, business-focused way.
• Experience with CRM or CS tools (e.g., HubSpot) is a plus.
• Proficiency in Excel/Google Sheets and working with client data for insights.
• Comfortable in a fast-paced, cross-functional environment with shifting priorities.
• An action-oriented mindset, with the ability to independently drive outcomes and revenue growth.

Why Join the Ethico Team

• People first company culture
• Company paid medical, dental, and vision for yourself
• Company funded HSA, if enrolled in HDHP
• 401(k) with company match up to 4%
• STD, LTD, and AD&D
• Paid Time Off (PTO)
• Flexible working environment- Available for some positions
• Annual profit sharing bonus
• Paid maternity/paternity leave
• And much more!

Location

Hybrid, Headquarters is in Charlotte, NC

Salary Range

$60,000-65,000 + uncapped commission (OTE $100k+)

Process

• Prescreen with the People Team (15 Minutes)
• Wonderlic Assessment
• Interview with the Hiring Manager (60 Minutes)
• Interview with your future team (60 Minutes)
• Interview with an Ethico Executive (30 Minutes)

Equal Opportunity Statement

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, or veteran status. Women and underrepresented minorities continue to be underrepresented in our workplaces. The diversification of applicant pools constitutes an important step for broadening the participation of women and URM in the workforce. Research shows that women and people of color disproportionately do not apply for jobs where they do not meet 100% of the "requirements." If you think you can do this job, we encourage you to apply.

Ethico is committed to breaking structural barriers to entry and career progress, and driving fair hiring practices in our workplace.

Seniority level

Entry level

Employment type

Full-time

Job function

Administrative, Business Development, and Sales

Industries

Software Development