Client Success Manager

Socket.dev; Parkville (MO); On-site; USD 42,000 - 56,000; Full time

Job summary

Socket.dev is seeking a proactive Customer Success/Account role to act as the primary contact for assigned clients, guiding onboarding, and driving ongoing engagement. You will coordinate with Operations, Sales, Compliance, and Finance to ensure smooth service delivery and strategic growth of accounts.

The ideal candidate has 1+ year of customer service experience, strong communication, and excellent organizational skills in a fast-paced environment.

Qualifications

• Excellent customer service and relationship-building abilities.
• Strong verbal and written communication skills with a team-focused mindset.
• Outstanding organizational and time-management abilities.
• Demonstrated critical thinking and problem-solving skills with attention to detail.
• Proficient in Microsoft Office Suite, CRM or case management systems, and related software.
• Basic understanding of clerical procedures and systems such as recordkeeping and filing.

Responsibilities

• Serve as the primary point of contact for assigned clients, managing day-to-day communications, requests, and issue resolution.
• Develop and maintain long-term client relationships based on reliability and transparency.
• Lead client onboarding and training for a smooth transition from implementation to ongoing partnership.
• Coordinate cross-functional support during onboarding to align systems, documentation, and expectations.
• Provide ongoing education on processes, products, and updates to maximize engagement and success.
• Lead regular touchpoints and business reviews to ensure alignment with client goals.

Skills

Customer service

Interpersonal skills

Organization

Problem solving

Verbal & written communication

Time management

Education

High school diploma or equivalent

Tools

Microsoft Office Suite

CRM systems

Case management software

Job description

As the primary point of contact and an internal advocate for our clients, you won't just manage accounts—you will shape their growth strategy. You will collaborate deeply across our internal departments, lead cross-functional alignment, and champion the seamless experiences our partners love. If you are an exceptional communicator, a natural problem solver, and a strategic thinker looking for a company culture that empowers you to truly own your portfolio and innovate, we want you on our team.

Principle Responsibilities:

• Client Relationship Ownership:
• • Serve as the primary point of contact for assigned clients, managing day-to-day communications, requests, and issue resolution.
  • Develop and maintain strong, long-term relationships built on reliability, timely communication, and transparency.
  • Lead client onboarding and training, ensuring a smooth transition from implementation to ongoing partnership.
  • Coordinate cross-functional support during onboarding to ensure systems, documentation, and expectations are aligned.
  • Provide ongoing education on processes, products, and updates to maximize engagement and success.
  • Lead regular touchpoints and business reviews to ensure alignment with client goals and identify opportunities for improvement or expansion.
• Client Support and Problem Resolution:
• • Accept and manage incoming client communications in a professional and timely manner.
  • Investigate, troubleshoot, and resolve client and consumer issues in collaboration with internal teams.
  • Document cases, resolutions, and recurring issues to identify trends and propose process enhancements.

• Process Improvement and Documentation:
• • Follow and maintain written procedures and checklists to ensure consistency and compliance.
  • Partner with internal departments (Operations, Sales, Compliance, and Finance) to streamline workflows and improve service delivery.
  • Contribute to the creation and continuous improvement of internal and client-facing documentation, FAQs, and guides.
• Reporting and Data Management:
• • Conduct audits of new client and merchant setups, communicate discrepancies and coordinate corrections.
  • Generate and analyze client reports and key metrics to assess performance and satisfaction.
  • Maintain accurate and organized records of client interactions and activities.
• Client Growth and Engagement:

• • Educate clients on company products, services, and updates to drive engagement and retention.
  • Collaborate with the Product and Marketing team to identify and pursue opportunities for account expansion or optimization.
  • Support customer satisfaction initiatives and feedback loops to ensure continuous improvement.

Knowledge, Skills, and Abilities:

• Excellent customer service/customer relationship skills; service-oriented and able to resolve customer grievances.
• Excellent interpersonal skills with a proven ability to collaborate with a team. This includes strong verbal and written communication skills.
• Excellent organizational and time management skills.
• Demonstrated critical thinking and problem-solving skills, with strong attention to detail.
• Proficient in Microsoft Office Suite, CRM or case management systems, and related software.
• Basic understanding of clerical procedures and systems such as recordkeeping and filing.

Work Experience:

• 1+ year customer service experience strongly preferred.

Training and Education:

• High school diploma or equivalent required.
• Complete all required training as assigned.

Working Environment and Requirements to Perform Job Responsibilities

• Ability to work full-time (average of 40-hours per week).
• Ability to work in a shared office, private office, and/or cubicle in accordance with job duties and responsibilities.
• Ability to be on location and/or assigned confidential location(s) for client services for all work hours.
• Effective with shifting roles, responsibilities, and expectations in a changing work environment.
• Ability to see computer screen, read, and complete forms
• Ability to lift up to 10 pounds with the ability to push, pull, bend, reach, and sit.
• Ability to sit for prolonged periods of time/work at a desk.
• Ability to answer the phone in a busy environment – hear callers and be responsive.
• Ability to work in a high intensity/fast paced work environment and be able to multi-task and prioritize.