Manager of Client Success

Smith.ai; United States; Remote; USD 110,000 - 165,000; Full time

Benefits offered by this job

Equity

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

401k

Flexible Time Off

Job summary

Smith.ai seeks a Manager, Client Success to lead a high-performing team and own outcomes across a meaningful client segment, ensuring Smith.ai is a valued partner in client success.

You’ll build scalable processes with cross-functional partners, drive retention and expansion, and shape strategy and operations in a fast-growing, growth-stage environment.

This is a full-time role at Smith.ai with a base salary range of $110,000–$165,000 per year, plus equity and a competitive benefits package.

Qualifications

• 5+ years in Client Success or Account Management, SaaS/technical environment.
• 2+ years leading and coaching teams, driving accountability and performance.
• 2+ years driving retention and expansion revenue within existing client base.
• Experience building or improving Client Success playbooks, processes, decision frameworks.
• Strong business judgment with client-first mindset and ability to balance needs with business goals.
• Excellent written and verbal communication; able to coach and coordinate across departments.
• Analytical mindset with comfort using data to identify trends and risks.
• Bias toward action; decisive with imperfect information and adaptable.
• Comfort with ambiguity and scrappiness of a growing company.
• Collaborative leadership style open to feedback.

Responsibilities

• Own a meaningful segment of the client book and lead a dedicated Client Success team.
• Develop and execute Client Success strategy and operations.
• Collaborate cross-functionally with Onboarding and Support to ensure end-to-end client journeys.
• Build scalable processes to support a growing client base and maximize retention.
• Drive data-driven insights to improve performance and inform decisions.

Skills

Client Success leadership

Team development

Retention & expansion

Data-driven decision making

Job description

About Smith.ai

Smith.ai runs end-to-end intake for law firms, combining AI efficiency with a network of more than 500 live, North America-based agents. Intake is a sales funnel, and most law firms aren’t running it well. Smith.ai exists to fix that. We ensure every call is answered, every lead is qualified, and every opportunity that should convert, does. Built on more than 30 million calls and a decade of experience with over 4,000 small to mid-sized law firm clients, Smith.ai helps firms win more clients.

We’re a lean, profitable-minded team going deep on the legal vertical, and everything we build and market is with that lens. This is a high-impact, high-ownership role for someone who moves fast, cares deeply about clients, and wants to build a Client Success function that drives meaningful retention, expansion, and long-term client relationships.

The Role

We’re looking for a Manager, Client Success who cares deeply about clients, builds high-performing teams, and takes ownership of outcomes. Your goal is straightforward, even if the work to get there isn’t: ensure our clients see Smith.ai as a critical partner in their business success. Success is measured by retention and expansion, and everything you build, lead, and execute should support those outcomes.

You’ll own a meaningful segment of our client book, lead and develop a dedicated Client Success team, and personally manage relationships with high-value clients. You’ll also work closely with leaders across Client Onboarding and Client Support, sharing accountability for the full client journey from day one through renewal and beyond.

As our customer base continues to grow, we’re evolving how we segment and support clients based on their complexity and strategic value. You’ll play a key role in shaping that approach, building scalable processes, and ensuring our team delivers an exceptional client experience.

This role is ideal for someone who thrives in a fast-moving, growth-stage environment where clarity isn’t always given and building is just as important as executing. You can think strategically, but you’re equally comfortable rolling up your sleeves. You make decisions, seek feedback, and course-correct quickly. You’re direct but collaborative, confident but open to being challenged, and energized by the opportunity to build something better.

What You’ll Do

• Client Retention & Expansion

• Team Leadership & Development

• Client Success Strategy & Operations

• Cross-Functional Partnership

• Data, Insights & Performance

Characteristics

Must-Haves

• 5+ years of experience in Client Success or Account Management, including experience in a SaaS or technical product environment.

• 2+ years of experience managing and developing teams, with a demonstrated ability to coach talent, drive accountability, and improve performance.

• 2+ years of direct experience driving retention and expansion revenue within an existing client base.

• Proven experience building or meaningfully improving Client Success playbooks, processes, and decision frameworks.

• Strong business judgment and a genuine client-first mindset. You understand how to balance client needs with the long-term success of the business.

• Exceptional written and verbal communication skills. You can navigate a difficult client conversation, coach a team member, and communicate a clear plan across departments.

• Highly analytical and comfortable using data to identify trends, assess risk, and make decisions.

• A bias toward action. You’re comfortable making decisions with imperfect information, taking ownership, and adjusting quickly based on feedback.

• Comfortable operating in ambiguity and energized by the scrappiness of a growing company.

• A collaborative leadership style. You bring conviction to your ideas while remaining open to feedback and different perspectives.

Nice-to-Haves

• Experience with Vitally or comparable Client Success platforms such as Gainsight or ChurnZero.

• Experience supporting SMB clients at scale, particularly across a segmented client portfolio.

• Familiarity with legal technology or professional services businesses.

• Experience helping build or evolve a Client Success function in an early- or growth-stage company.

What Success Looks Like

• First 30 days: You’ve built trust with your team and cross-functional partners, developed a strong understanding of our client base, and started identifying the biggest opportunities to improve retention and the client experience.

• First 60 days: You’ve taken ownership of your high-value client relationships, identified meaningful gaps in our processes or client engagement strategy, and begun implementing solutions.

• First 90 days: You’re operating with full ownership of your team and client segment, have implemented at least one meaningful process improvement, and have a clear plan for driving retention and expansion.

• Year One: You’ve made a measurable impact on reducing churn and increasing expansion, built a stronger and more effective Client Success team, and established scalable processes that improve the experience for our clients. Your peers, direct reports, and leader can all point to the impact you’ve made.

Life at Smith.ai

Here at Smith.ai, we’re laser-focused on our mission of helping small and medium businesses succeed. We strive to test, learn, and improve, while continuously developing our solutions, our operations, and our team members. We’re a fast-growing and dynamic startup that values collaboration and innovative thinking. We are an equal opportunity employer and believe diversity makes teams better and that discrimination based on race, gender, or anything else is self-defeating.

This is a full-time position with a base salary that ranges between $110,000-$165,000 per year. In addition to salary, you are eligible for equity and a competitive benefits package that includes medical, dental, vision, life insurance, 401k, and a Flexible Time Off program.