Remote Client Success Strategist

Service Management Group (SMG); Kansas City (MO); Remote; USD 75,000 - 110,000; Full time

Job summary

SMG is seeking a Client Success Consultant to serve as the primary client contact, building strong relationships with program owners and driving measurable value from your XM programs. You will combine client partnership, program strategy, product expertise, training, and proactive guidance to improve program health, adoption, and ROI.

You’ll train clients on SMG tools, manage health and adoption, align deliverables to business objectives, lead surveys and planning, and advocate for the client

Qualifications

• Bachelor’s degree or equivalent work experience.
• Minimum 2+ years of experience in client success, account management, consulting, customer experience, or another customer-facing role.
• Strong relationship management skills with clients, executives, and internal cross-functional partners.
• Demonstrated ability to provide consultative guidance, identify risks and opportunities, influence action, and manage priorities.

Responsibilities

• Serve as SMG program and product expert, delivering training that increases effective use of SMG tools.
• Manage client program health and adoption, guiding clients toward best practices across survey design, reporting setup, and data integrations.
• Proactively share best practices and training to help clients strengthen and grow their programs.
• Align partnership priorities, deliverables, and timelines to client business objectives, linking work to outcomes.
• Lead annual or semi-annual surveys and program consultations, maturity assessments, and strategic partnership planning, driving follow-through on actions that support ROI.
• Manage client communication around deliverables and program updates, resolve concerns, and escalate issues as needed.
• Build trusted relationships with key contacts across client levels, advocating for the client within SMG.
• Identify opportunities to expand listening channels and program value, partner with Sales on additional capabilities, and maintain Salesforce records.

Skills

Relationship management

Consultative guidance

Cross-functional collaboration

Client success

Education

Bachelor’s degree or equivalent work experience

Tools

Salesforce

Job description

SMG is seeking a Client Success Consultant to serve as the primary client contact, building strong relationships with program owners and driving measurable value from your XM programs. You will combine client partnership, program strategy, product expertise, training, and proactive guidance to improve program health, adoption, and ROI.

You’ll train clients on SMG tools, manage health and adoption, align deliverables to business objectives, lead surveys and planning, and advocate for the client