Remote Client Success Strategist for Adoption & ROI

SMG; Northern (KY); Hybrid; USD 70,000 - 110,000; Full time

Benefits offered by this job

Unlimited PTO

Extended parental leave

Company-issued equipment

Culture of collaboration

Job summary

SMG is seeking a Client Success Consultant to be the primary client contact, building strong relationships and driving measurable value from experience management programs. You will train clients on SMG tools, manage program health and adoption, and connect client outcomes to SMG capabilities.

Join a remote, US-focused team where you will lead strategic consultations, expand program value, and maintain Salesforce visibility with cross-functional partners to deliver ROI and impact.

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.
• Working knowledge of client success, customer experience programs, retention, and value realization.
• 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, client communications, and program health across multiple accounts.

Responsibilities

• Serve as an SMG program and product expert, demonstrating features and 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, invite methods, close-the-loop processes, data integrations, and related program elements.
• Proactively share best practices, cross-client examples, training, and practical feature guidance to help clients strengthen and grow their programs.
• Align partnership priorities, deliverables, and timelines to client business objectives, and connect ongoing work to the outcomes clients are trying to achieve.
• Lead annual or semi-annual survey and program consultations, maturity assessments, and strategic partnership planning, then drive follow-through on actions that support program ROI.
• Manage client communication around deliverables and program updates, resolve concerns effectively, and escalate critical issues through seamless resolution.
• Build trusted relationships with key contacts across client levels, anticipate needs, and act as a strong advocate for the client within SMG.
• Identify opportunities to expand listening channels and program value, partner with Sales on additional capabilities, and maintain accurate Salesforce records for deliverables, client health inputs, and action items.

Skills

Client success

Relationship management

Consultative guidance

Cross-functional collaboration

Education

Bachelor’s degree or equivalent

Tools

Salesforce

Job description

SMG is seeking a Client Success Consultant to be the primary client contact, building strong relationships and driving measurable value from experience management programs. You will train clients on SMG tools, manage program health and adoption, and connect client outcomes to SMG capabilities.

Join a remote, US-focused team where you will lead strategic consultations, expand program value, and maintain Salesforce visibility with cross-functional partners to deliver ROI and impact.