Client Success Manager

Empathy Talent; Denver (CO); Remote; USD 65,000 - 95,000; Full time

Job summary

Empathy Talent is seeking a Client Success Manager to strengthen client relationships, improve engagement, and drive long-term account success for a growing SaaS organization. The role suits someone who enjoys working directly with clients, solving problems, and helping businesses maximize value from our products and services.

You will own the end-to-end client experience and collaborate cross-functionally to ensure high satisfaction.

Qualifications

• 2-4 years of experience in Customer Success, Account Management, Client Services, or a similar customer-facing position.
• SaaS experience a must
• Strong communication skills with the ability to build relationships across different levels of an organization.
• Experience managing multiple client relationships and competing priorities.
• Comfortable learning new technology platforms and explaining their functionality to customers.
• Strong problem-solving skills with a proactive approach to customer needs.
• Ability to work independently in a remote environment while collaborating with internal teams.
• Excellent organizational skills and attention to detail.

Responsibilities

• Develop and maintain strong relationships with an assigned portfolio of clients.
• Serve as a primary point of contact, ensuring clients receive timely support and consistent communication.
• Understand client objectives, business challenges, and operational needs to recommend appropriate solutions.
• Proactively address concerns, resolve issues, and maintain high levels of customer satisfaction.
• Build long-term relationships that support client retention and account growth.
• Help clients maximize the value of the company's products and services.
• Provide guidance, training, and ongoing support to improve adoption and engagement.
• Stay informed about product enhancements, new capabilities, and service offerings.
• Identify opportunities to improve the customer experience and streamline existing processes.
• Partner with internal teams to resolve client issues and ensure a positive overall experience.
• Monitor account activity, engagement, and performance to identify areas for improvement.
• Identify opportunities to expand existing relationships and increase account value.
• Educate clients on best practices that can improve their operational efficiency and overall results.
• Track relevant performance metrics and work with clients to establish measurable improvements.
• Recognize potential retention risks and take proactive steps to address them.
• Work closely with internal teams to communicate client feedback, challenges, and opportunities.
• Share insights that can contribute to product improvements and better service delivery.
• Help develop and implement processes that improve client satisfaction and operational efficiency.

Skills

Relationship management

Customer success

SaaS experience

Account management

Problem solving

Communication

Remote collaboration

Time management

Tools

CRM platforms

Job description

We are partnering with an established, growing organization seeking a Client Success Manager to strengthen client relationships, improve customer engagement, and drive long-term account success.

This position is ideal for someone who enjoys working directly with clients, solving problems, and helping businesses get the most value from the products and services they use.

The right person will bring a combination of relationship management, customer support, and commercial awareness. We're looking for someone who can build trust, identify opportunities for improvement, and take ownership of the overall client experience.

Key Responsibilities

Client Relationship Management

• Develop and maintain strong relationships with an assigned portfolio of clients.
• Serve as a primary point of contact, ensuring clients receive timely support and consistent communication.
• Understand client objectives, business challenges, and operational needs to recommend appropriate solutions.
• Proactively address concerns, resolve issues, and maintain high levels of customer satisfaction.
• Build long-term relationships that support client retention and account growth.

Customer Success & Engagement

• Help clients maximize the value of the company's products and services.
• Provide guidance, training, and ongoing support to improve adoption and engagement.
• Stay informed about product enhancements, new capabilities, and service offerings.
• Identify opportunities to improve the customer experience and streamline existing processes.
• Partner with internal teams to resolve client issues and ensure a positive overall experience.

Account Growth & Performance

• Monitor account activity, engagement, and performance to identify areas for improvement.
• Identify opportunities to expand existing relationships and increase account value.
• Educate clients on best practices that can improve their operational efficiency and overall results.
• Track relevant performance metrics and work with clients to establish measurable improvements.
• Recognize potential retention risks and take proactive steps to address them.

Cross-Functional Collaboration

• Work closely with internal teams to communicate client feedback, challenges, and opportunities.
• Share insights that can contribute to product improvements and better service delivery.
• Help develop and implement processes that improve client satisfaction and operational efficiency.

Qualifications

Required

• 2-4 years of experience in Customer Success, Account Management, Client Services, or a similar customer-facing position.
• SaaS experience a must
• Strong communication skills with the ability to build relationships across different levels of an organization.
• Experience managing multiple client relationships and competing priorities.
• Comfortable learning new technology platforms and explaining their functionality to customers.
• Strong problem-solving skills with a proactive approach to customer needs.
• Ability to work independently in a remote environment while collaborating with internal teams.
• Excellent organizational skills and attention to detail.

Preferred

• Experience working with CRM platforms or customer relationship management tools.
• Background supporting business customers in a technology-enabled or service-oriented environment.
• Experience identifying account growth opportunities and improving customer retention.
• Familiarity with customer performance metrics, product adoption, and account health.
• Experience managing time-sensitive client requests.

What We're Looking For

We're looking for someone who genuinely enjoys building relationships and takes pride in delivering a great customer experience.

The ideal candidate is personable, resourceful, organized, and comfortable having meaningful conversations with clients. They understand that customer success goes beyond responding to requests - it's about anticipating needs, identifying opportunities, and becoming a trusted resource.

Someone who can balance customer satisfaction with business objectives, take ownership of their accounts, and contribute to long-term growth will do well in this position.