Client Success Specialist

Earthling Interactive; Madison (WI); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid work in Madison

Health/dental insurance

401(k) with company match

Paid holidays

Discretionary bonus programs

Job summary

Earthling Interactive in Madison is seeking a Client Success Specialist to own client relationships post-sale and ensure renewals, satisfaction, and growth. You will be the face of Earthling in the community, managing onboarding, ongoing engagement, and escalation when scope or timelines slip.

You will work hybrid from Madison, with a mix of on-site and remote participation, and you will collaborate with delivery and sales to align expectations and deliver measurable ROI for clients.

Qualifications

• Bachelor's degree required and 3–5 years of B2B account management or client-facing consulting work, ideally at a software firm, consultancy, or agency.
• Experience renewing clients with you and holding a delivery team accountable without owning delivery.
• AI fluency on day one and ability to discuss AI implications with business leaders.
• Strong relationship-building and communication skills to navigate executive-level interactions.

Responsibilities

• Own the client relationship from deal close through delivery and renewal.
• Grow revenue within accounts by expanding scope and ensuring client success.
• Onboard clients and ensure handoff from sales to delivery preserves all agreements.
• Retain and renew clients by delivering value and honest communications.

Skills

Relationship-first

Communication

AI fluency

Account management

Education

Bachelor's degree

Job description

Own our client relationships and grow them. A dedicated account management role on a small Madison team: keep our best clients glad they chose us, expand the work we do together, and be the face of Earthling in this community.

The Role

Earthling Interactive is hiring a Client Success Specialist. This is a dedicated account management role: you own the client relationship once the deal closes and the work moves to delivery, and you are accountable for whether clients stay, whether they are glad they chose us, and whether the work grows. Account management, relationship nurturing, community and brand presence, retention, and revenue expansion from your accounts all sit with you.

What You Own

• Our clients stay with us for years because someone is paying attention. Your job at Earthling will center around that concept.
• The relationship at every level, from the day-to-day contact to the executive who signs, including regular contact that is not triggered by a problem.
• Onboarding and the handoff from sale to delivery, so nothing agreed to in the sales conversation gets lost.
• A real understanding of what each engagement is contracted to deliver and where it stands. Not a status report you receive.
• Retrospectives, and early escalation when scope, timeline, or expectations start to slip.
• Retention first. A client who renews because the work is good and the relationship honest is worth more than one who signs bigger and leaves in a year. This is the primary measure of the role.
• Then expansion. Renewals, change management, and growth on your accounts: recognizing mid-delivery that a client has a challenge adjacent to the one we are solving, and naming it. Expansion should be something that returns value and ROI, not something pushed to hit a number.

Community, Brand and Network

Earthling has been in Madison since 1999, and a real share of our work comes from people who know us. Keeping that true is part of this role: representing us in the local business and technology community, building relationships with partners, referral sources, and peers who may never be clients, and being a credible voice for what we do. Bring back what you hear about the market and where clients are getting stuck.

We don’t want you to be a project manager. Tasks that fall under a project manager are shared between the product engineer and account manager. You do not run the sprint, assign tickets, or make the technical calls. If you are wired to take over execution when things get tense, this role will frustrate you.

What We Are Looking For

• Relationship-first wiring. Energized by people, comfortable being direct, disciplined enough to follow through without being chased. Not looking for a project management job.
• A bachelor’s degree, and three to five years of B2B account management or client-facing consulting work, ideally at a software firm, consultancy, or agency, with a record of clients renewing with you and experience holding a delivery team accountable without owning delivery yourself.
• Less or more experience is considered for the right person. Whether you are about a year into your career, did relevant client-facing work during college, or have been in the field longer than five years and the rest of this reads like the job you want, apply and tell us why.
• AI fluency on day one. Talk usefully with a business leader about what AI can and cannot do for their operation in your first week, then improve on that over your first few months as you learn how we approach it. Arrive with a real foundation and genuine curiosity, not a vocabulary.
• Comfort with technical people. You do not need to write code. You do need to earn the respect of the people who do.
• Effective communication skills, and willingness to direct a client reasonably outside their comfort zone and ours.
• The habits that make this work: punctual, responsive to clients in a timely manner every time, follows through on commitments including the small ones, and goal-oriented daily rather than at quarter end.

Compensation, Location and Benefits

• Full-time, salaried, and eligible for incentive compensation tied to your accounts. Hybrid out of our Madison office, two to three days a week on site. You need to be local enough to commute to our Madison office or to in person meetings.
• Flexible PTO combining planned vacation and sick leave, self-managed with supervisor coordination. Eight paid holidays minimum, and most years we extend the week of Christmas, adding three days.
• Group health and dental with Earthling contributing 50 percent of premiums, eligible the first of the month following employment. 401(k) with company match.
• Life and AD&D, and long-term disability at 70 percent of base salary, premiums fully paid by Earthling.
• Vision and supplemental coverage employee paid, with a monthly Earthling stipend toward supplemental.
• Discretionary bonus programs tied to company financial success.

Earthling Interactive is an equal opportunity employer.