Client Success Manager New Ann Arbor, MI

Docnetwork; Ann Arbor (MI); On-site; USD 50,000 - 60,000; Full time

Job summary

Join a forward-thinking company dedicated to delivering innovative health and safety solutions through its platforms. As a Client Success Manager, you will play a pivotal role in ensuring clients achieve their goals by providing exceptional support and guidance. Your ability to build strong relationships and drive client satisfaction will be key in managing a diverse portfolio of clients. With a focus on collaboration and continuous improvement, this role offers a unique opportunity to impact the lives of participants across various organizations. Enjoy a range of benefits, including flexible work options and professional development opportunities, in a fun and inclusive environment.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Pet Insurance

401k with Company Match

Remote Work Options

Flex Schedules

Professional Development Budgets

Volunteer Time Off

Qualifications

• Proven experience in client success or account management roles.
• Strong communication and relationship-building skills.
• Ability to manage multiple client projects simultaneously.

Responsibilities

• Own client relationships for 120+ clients from onboarding to renewal.
• Drive retention and growth through proactive strategies.
• Educate clients on new features and drive adoption.

Skills

Client Relationship Management

Communication Skills

Problem-Solving

SaaS Experience

Organizational Skills

Education

Bachelor's Degree

Tools

Zendesk

Salesforce

Jira

Job description

DocNetwork, through the CampDoc and SchoolDoc platforms, provides innovative health and safety solutions to a diverse group of organizations, which include traditional day and residential camps, YMCAs, JCCs, Girl Scouts, Boy Scouts, parks and recreation facilities, colleges and universities, and K-12 public, private, and charter schools.

Our suite of products integrate seamlessly to help ensure the health and safety of the participants for the organizations we serve.

Our team, headquartered in Ann Arbor, MI, is dedicated to our core value of “honest work” where our customers, our company, and our community win together. Delivering beyond expectations and an open posture toward growth enables our company and team to excel, while our social outings, team lunches, and a culture of fun and collaboration help us to bring our best selves to the challenges ahead.

Our full-time team members enjoy a range of insurance benefits (Medical, Dental, Vision, Life, & Pet) plus, with additional perks to boot (401k with company match, Remote Work options, Flex Schedules, Professional Development Budgets, Volunteer Time Off, and much more!), we think you’ll love being a part of our team.

Title: Client Success Manager

Status: Full-Time

Starting Pay Range: $50-60k + up to $6k bonus potential

We are looking for a strategic, results-driven Client Success Manager to ensure a seamless and impactful experience for the clients we serve.

As part of a collaborative pod, alongside an Implementation Specialist and reporting to a Client Success Lead, you will be the primary point of contact for our clients. Your mission is to understand the clients’ objectives, address pain points, and guide them in using our platform to support the health and safety of their participants. By aligning their needs with our products, you will help them unlock the full value of our solutions.

You may be a good fit for this role if:

• You are passionate about helping clients succeed and driving business impact.
• You enjoy finding creative ways to retain and grow your client base.
• You believe great client relationships start with clear, timely, and thoughtful communication.
• You welcome the exciting challenge of managing 120+ clients.
• You love being the go-to expert, understanding needs quickly and matching clients with the perfect solutions.
• You adapt easily to change. The rapid and unpredictable nature of a fast-growing tech company excites you.

Responsibilities

• Own the client relationship for a portfolio of 120+ clients from onboarding to renewal, serving as the primary point of contact.
• Drive retention and growth by implementing proactive strategies that enhance client satisfaction and engagement.
• Build meaningful connections with clients by communicating proactively throughout each stage of the account lifecycle with clarity and kindness.
• Document client interactions thoroughly to maintain alignment across teams and ensure a seamless experience.
• Identify client needs and collaborate within your pod and internal teams to find solutions that improve their experience.
• Manage client escalations with care, knowing when to involve leadership or other departments.
• Educate clients on new features and drive adoption of existing functionality.
• Guide clients as a trusted consultant based on client business needs and usage patterns.
• Collect and share client feedback to inform strategic and continuous product improvements.
• Foster a collaborative and inclusive work environment that supports teamwork and innovation.
• Attend conferences and industry events occasionally to represent our company and deepen client relationships

Required Skills and Experience

• Proven experience in client success, account management, or customer experience roles, demonstrating the ability to build strong relationships, drive customer retention, and identify opportunities for growth.
• Experience in a SaaS company is a plus.
• Strong communication, consultative and relationship-building skills.
• A problem-solving mindset with a proactive approach to client engagement.
• Tech-savvy with the appetite and aptitude to become an expert in our platform. Experience using Zendesk, Salesforce, or Jira is a plus.
• Ability to triage client issues and coordinate with other departments towards resolution.
• Adaptability and comfort in fast-paced, evolving environments.
• Excellent organizational and time management skills. Proven ability to manage multiple client projects simultaneously and meet competing deadlines.

Excited? We can’t wait to hear from you!

If you like what you’ve seen so far, we feel compelled to boast that:

• We have an office dog named Munki. He is soft and little.
• Our office pantry is stocked with delicious snacks.
• We made our boss a Paper Plate Award that says “You’re pretty cool” and it has frog stickers on it.

So throw your hat in the ring – we’d love to meet you!

Originals Wanted

DocNetwork is invested in creating an open environment of mindfulness , originality , and collaboration where team members can bring their whole selves to work. We are proud to partner with our diverse client base, supporting each organization, and the individuals who make up their communities. We believe that our success depends on our commitment to these values.

DocNetwork has adopted inclusive hiring practices including standardized interview questions, bias-recognition training, and casting wider recruitment nets to ensure that all have a place in our mission.

Apply for this job

*

indicates a required field

First Name *

Last Name *

Email *

Phone *

Resume/CV *

Enter manually

Accepted file types: pdf, doc, docx, txt, rtf

Enter manually

Accepted file types: pdf, doc, docx, txt, rtf

What interests you about this opportunity with DocNetwork? *

Tell us briefly about your experience with building strong relationships with clients, driving customer retention, and identifying opportunities for growth. *

Are you authorized to work in the United States? * Select...

Do you now or will you in the future require visa sponsorship? * Select...

This job is based in our Ann Arbor, MI office and requires onsite work at least 3 days per week. Are you able to reliably commute to our office on a weekly basis? * Select...

LinkedIn Profile

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in DocNetwork’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305

Page 1 of 1

OMB Control Number 1250-0005

Expires 04/30/2026

Voluntary Self-Identification of Disability

Form CC-305 Page 1 of 1 OMB Control Number 1250-0005 Expires 04/30/2026
Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp .

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

• Alcohol or other substance use disorder (not currently using drugs illegally)
• Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
• Blind or low vision
• Cancer (past or present)
• Cardiovascular or heart disease
• Celiac disease
• Cerebral palsy
• Deaf or serious difficulty hearing
• Diabetes
• Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
• Epilepsy or other seizure disorder
• Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
• Intellectual or developmental disability
• Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
• Missing limbs or partially missing limbs
• Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
• Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
• Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
• Partial or complete paralysis (any cause)
• Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
• Short stature (dwarfism)
• Traumatic brain injury

Disability Status Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.