Senior Client Success Manager — SaaS, Remote

Brynson; Northern (KY); Hybrid; USD 110,000 - 130,000; Full time

Benefits offered by this job

Medical, dental, and vision benefits

Flexible time off

Job summary

Brynson is seeking a Client Success Manager to own client relationships across both our SaaS platform and managed services, from onboarding through ongoing delivery, adoption, problem-solving, and growth. You will be highly client-facing, comfortable with technology, and able to operate in a fast-moving environment.

You will have meaningful ownership, direct exposure to leadership and Product, and the opportunity to shape how Client Success operates as Brynson scales.

Qualifications

• 4+ years of relevant client-facing experience in B2B SaaS, technology, tech-enabled services, or another complex client environment.
• Experience owning customer relationships and being accountable for the client experience.
• Strong client communication. You can lead a meeting, handle a difficult conversation, and communicate clearly when you do not yet have every answer.
• Hands-on experience with onboarding, implementation, training, adoption, or ongoing client delivery.
• Experience working in a startup, scale-up, or another environment where roles, priorities, and processes were still evolving.
• Evidence that you have personally built or improved something, whether onboarding, workflow, playbook, CRM structure, reporting process, or documentation.
• Strong judgment and follow-through. You do not consider something complete because it was handed to another team.

Responsibilities

• Own the day-to-day and strategic relationship for a portfolio of clients, from key stakeholders to executive contacts.
• Lead clients through onboarding, training, implementation coordination, product adoption, and new workflows.
• Keep commitments, projects, open issues, and recurring deliverables moving across internal and external teams.
• Own client issues through resolution, including situations that require investigation or coordination with Product and Engineering.
• Lead meetings, manage difficult conversations, set expectations clearly, and maintain trust when an answer requires additional work.
• Understand what is working, where a client is struggling, and what needs to happen to improve adoption, retention, and overall value.
• Help improve the playbooks, workflows, documentation, systems, and processes that allow Client Success to scale.

Skills

Client-facing experience

B2B SaaS

Onboarding/Implementation

Strong communication

Startup/Scale-up experience

CRM knowledge

Cross-functional collaboration

Tools

CRM system

Job description

Brynson is seeking a Client Success Manager to own client relationships across both our SaaS platform and managed services, from onboarding through ongoing delivery, adoption, problem-solving, and growth. You will be highly client-facing, comfortable with technology, and able to operate in a fast-moving environment.

You will have meaningful ownership, direct exposure to leadership and Product, and the opportunity to shape how Client Success operates as Brynson scales.