Client Success Manager - Digital or Web Dev Agency Exp Only

Urban Insight; Los Angeles (CA); Remote; USD 85,000 - 110,000; Full time

Job summary

An established industry player is seeking a Client Success Manager to enhance client relationships and drive engagement. This role involves strategizing for client success, managing contracts, and ensuring that clients maximize their investments. The ideal candidate will possess strong account management skills and a passion for customer service, contributing to innovative projects that make a difference. Join a dynamic team that values professional growth and offers a flexible work environment, where your contributions will help shape the future of digital solutions for clients across various sectors.

Benefits

Flexible working environment

15 days of PTO

Company-sponsored 401(k) plan

Short Term Disability

Annual customized training plan

Performance reviews annually

Holiday time off

Qualifications

• 5+ years in Customer Success or Account Management roles.
• Proven ability to manage sales forecasts and contracts.

Responsibilities

• Drive Client Success strategy and serve as a trusted advisor.
• Build relationships and ensure feedback loops with clients.
• Identify new opportunities and manage customer engagement.

Skills

Customer Success Management

Account Management

Contract Negotiation

Communication Skills

Analytical Skills

Problem-Solving Skills

Time Management

Technical Product Support

Tools

Customer Management Tools

Job description

Client Success Manager - Digital or Web Dev Agency Exp Only

Urban Insight is a leading digital agency creating innovative websites and web applications for organizations that make a difference. We specialize in solving complex problems through website and web app strategy, design, and development using open-source content management systems (primarily, Drupal and WordPress, and headless or composable architectures). Our clients include some of the most well-known publications and media, financial services, museums, nonprofits, universities, and cities. Urban Insight has been in business for nearly 25 years and continues to expand each year. We thrive on having a professionally rewarding environment where team members are encouraged to grow.

The Opportunity

At Urban Insight, our Client Success Manager is passionate about helping our clients get the most out of their investment in Urban Insight and the technologies and projects we work on together. Urban Insight strives to deliver customizable website and web app solutions that fit our clients' business needs for their brand. This individual will closely align with our client’s business trajectory and strategic plans, and create opportunities for Urban Insight to assist our clients in reaching these new heights. A successful candidate will be not only an accomplished Customer Success and Account Management professional but also a critical and strategic thinker and, of course, an exceptional team player.

Key Responsibilities

• Drive and evolve Urban Insight’s Client Success strategy.
• Serve as a trusted advisor to executives & key stakeholders at all clients.
• Build relationships and drive engagement with Urban Insight’s customers via onboarding, periodic business reviews, and soliciting product feedback.
• Ensure there is a feedback loop with clients for improvement and new opportunities.
• Keep clients informed of relevant technology advancements as they relate to their business.
• Identify new opportunities with current customers through new projects and account mapping.
• Write contracts and Statements of Works for new business opportunities with existing clients.
• Create methods and processes to reduce churn and achieve our target retention rates.
• Identify risks and develop risk mitigation plans within high-touch named accounts & take appropriate actions to manage and escalate to an efficient resolution.
• Record customer activity, outcomes, issues, and communication in customer management tools.
• Ensure top customers are continuously working toward key milestones of the Customer Journey using customer-facing Success Plans.
• Advocate for customers internally by providing continuous feedback to Urban Insight’s Sales, Marketing, Project & Development teams.
• Work with Sales to manage a pipeline of upcoming renewal opportunities & consistently achieve revenue retention targets.

Qualifications & Requirements:

• 5+ years experience in a post-sales Onboarding, Customer Success, or Account Management position.
• 5+ years experience in development and negotiating proposals and contracts.
• 2+ years in a management or mentorship role.
• Proven ability to manage a sales forecast.
• 2+ years in a position where contract renewals and contract renewal percentage were a focus point.
• 2+ years of experience supporting a technical product, strong customer-facing and presentation skills.
• Excellent written and verbal communication skills with the ability to simplify complexity and express empathy.
• A positive attitude and passion for providing outstanding customer service.
• Detail-oriented and extremely organized.
• Strong analytical and problem-solving skills.
• Exceptional time management skills, with an ability to thrive in a fast-paced environment.
• Self-motivated with a proven ability to work collaboratively and independently within a team setting.
• A genuine passion and curiosity for software and technology.
• Strong work ethic, integrity, and desire to succeed.
• Adaptable to new initiatives.

About Urban Insight

• Urban Insight is a leading digital agency with 35+ team members.
• We work with some of the best-known museums, nonprofits, and other institutions.
• We’ve won numerous design awards.
• We’re the top-ranked Web development agency in Los Angeles, according to Clutch.
• We have a clearly defined project management methodology and case management system.
• We run on the Entrepreneurial Operating System.

Why Work at Urban Insight?

• We take on interesting, meaningful projects for appreciative clients.
• We offer a flexible working environment - work from anywhere in the United States.
• We work with you to create a career path that works for you.
• The average employee tenure is 6.5 years.
• We're stable and growing.
• We offer a casual and flexible working environment with plenty of opportunities for growth.
• We believe in a reasonable life/work balance and enjoy 40-hour work weeks.
• We allocate resources and time for training and professional development.
• We have weekly events to keep the team connected.

Compensation

We offer a highly competitive salary, which depends on your qualifications and experience. Our salary package includes:

• Total annual compensation: $85-110K + commissions (On-track earnings of approx $125K).
• 15 days of PTO.
• Holiday time off (10 days per year).
• Company-sponsored 401(k) plan with employer match.
• Short Term Disability (100% employer-paid for EE's outside of CA).
• An annual customized training plan and time to study.
• Performance and compensation reviews annually.

To Apply Please submit your resume.