Client Success Manager (Hybrid)

Rewards Network; Chicago (IL); On-site; USD 71,240 - 80,496; Full time

Benefits offered by this job

Health insurance

Paid time off

Company match

401(k) plan

Dental plan

Vision plan

HSA with company match

Flexible Spending Accounts

Commuter benefits

Life insurance

AD&D insurance

Disability insurance

Catered lunches

Job summary

Rewards Network is seeking a Client Success Manager in Chicago to review client accounts, maintain relationships, and resolve questions while growing a book of business. The role focuses on reducing churn, reinforcing the value of services, and upselling additional offerings within a regional portfolio.

This hybrid position requires in-office presence three days a week (Tuesday-Thursday) at our downtown Chicago office, with a strong emphasis on customer satisfaction, retention, and

Qualifications

• 3+ years of client-facing experience supporting a sales organization.
• Experience handling a high volume of calls and emails.
• Passion for client service.
• Experience using CRM system such as Salesforce.
• Proficiency with MS Office (Excel, Word, PowerPoint, Outlook).
• Ability to adapt in a fast-paced environment.
• Strong written and verbal communication.
• Attention to detail and organization.

Responsibilities

• Oversee the customer journey for an assigned portfolio of accounts, from onboarding a new customer through ongoing support, with the goal of maximizing customer satisfaction and loyalty.
• Proactively identify and address customer issues, leading to minimized churn.
• Respond to customer requests for support, guiding clients through product features and strategies to maximize benefits.
• Communicate with clients to ensure they are realizing the full value of our services, thereby improving Net Promoter Scores (NPS).
• Identify opportunities within the portfolio to introduce and upsell products (e.g. Cash).
• Work closely with regional manager and sales teams to execute strategies that enhance customer satisfaction and business growth.
• Monitor account health metrics and provide insights to leadership on portfolio status and renewal opportunities.
• Share customer feedback with internal teams to shape future offerings.

Skills

Customer service

CRM proficiency

Communication skills

Analytical thinking

Problem solving

Independent work

Tools

Salesforce

MS Excel

PowerPoint

Outlook

Job description

For 41 years, Rewards Network has been helping restaurants grow revenue, increase traffic, and boost customer engagement through innovative financial, marketing services, and premier dining rewards programs. By offering unique card-linked offers, we introduce diners to fantastic restaurant experiences, leveraging advanced technology and data analytics to deliver value to restaurants, diners, and our strategic partners' loyalty programs.

Our Culture

At Rewards Network, you'll be part of a driven and diverse team that excels in collaboration, issue resolution, and taking ownership of both personal growth and the company's success. We take pride in partnering with the world's most powerful loyalty programs to drive full-price paying customers to local restaurants through marketing services and flexible funding options. Our engaging and rewarding environment is designed to help you gain your full potential.

Job Overview

The Client Success Manager is responsible for reviewing client accounts, maintaining client relationships, responding to questions and resolving issues. The individual in this role will also manage a book of business and deepen relationships with clients and help retain them on our platform. The Client Success Manager position plays a pivotal role in retaining and maximizing the value of the restaurants on the network. They will be assigned the portfolio of regional accounts, with a primary focus of retaining the accounts on the network (minimizing churn), reinforcing the value of our services (improving NPS scores), and upselling additional services (cash conversions).

This is a hybrid position and requires in office presence three days a week in Chicago (Tuesday-Thursday).

Responsibilities

• Oversee the customer journey for an assigned portfolio of accounts, from onboarding a new customer through ongoing support, with the goal of maximizing customer satisfaction and loyalty.
• Proactively identify and address customer issues, leading to minimized churn. (Examples: missing tickets, accounts receivables, managing exclusions.)
• Respond to customer requests for support, guiding clients through product features and strategies to maximize the benefits they receive from our services.
• Communicate with clients to ensure they are realizing the full value of our services, thereby improving Net Promotor Scores (NPS)
• Identify opportunities within the assigned portfolio to introduce and upsell products (i.e. Cash)
• Work closely with the regional manager and sales teams to execute strategies that enhance the customer satisfaction and business growth.
• Monitor account health metrics and provide insights to leadership on portfolio status and renewal/conversion opportunities.
• Share customer feedback and insights with the internal teams to shape future offerings.

Requirements

• At least 3 years of related experience working with internal and external clients to support a sales organization. Customer/client service experience is required.
• Must have previous experience responding to a high volume of calls and emails related to client service.
• Must have a passion for client service.
• Experience using a CRM system such as Salesforce
• Proficiency with MS Excel, Word, PowerPoint, and Outlook.
• Ability to work in a rapidly changing and growth-oriented environment with regularly changing priorities and developing opportunities.
• Strong written and verbal communication skills.
• Strong analytical and problem‑solving skills and abilities.
• Attention to detail and excellent organization skills along with self‑motivation.
• Ability to work independently and respond with flexibility.
• Willingness to learn new skills and software applications.

Benefits

Comprehensive benefits package, which includes:

• This is a full‑time, nonexempt position; the base compensation for this opening is expected to be $34.25‑$38.70 per hour ($71,240‑$80,496 annualized), based on candidate experience, skills, and other factors.
• Competitive Paid Time Off and company holidays
• Generous dining reimbursement when you dine with our restaurant clients
• 401(k) plan with a company match
• Two medical plan options – Standard PPO or High Deductible Health Plan (HSA with company match for HDHP participants)
• Partnership with Rx n Go, offering certain prescriptions for free
• Two dental plan options and a vision plan
• Flexible Spending Accounts and a pre‑tax commuter benefit program
• Accident, Critical Illness, and Hospital Indemnity Insurance Plans
• Short Term and Long Term disability
• Company‑paid life insurance and AD&D insurance, supplemental employee, spouse, and child life insurance
• Employee Life Assistance Program
• Hybrid working space in our state‑of‑the‑art office downtown located by the Metra and Ogilvie train stations
• Catered lunches provided on Tuesdays in our Chicago office

Rewards Network is an Equal Opportunity Employer (EOE). We encourage and strongly support workplace diversity.