Strategic Client Success Manager

The Knowledge Coop; Washington; Hybrid; USD 70,000 - 100,000; Full time

Benefits offered by this job

401(k)

401(k) matching

Dental insurance

Health insurance

Paid time off

Job summary

The Knowledge Coop is seeking a Client Success Manager to nurture strong customer relationships and ensure customers derive meaningful value from our products and services. You will manage an assigned portfolio through onboarding, adoption, engagement, and renewal readiness, using good judgment when needs or risks are not obvious.

This role emphasizes relationship-building, organization, and proactive communication with cross-functional teams to support customers and drive retention.

Qualifications

• Experience in Customer Success, account management, SaaS, or another customer-facing business role preferred.
• Ability to manage multiple accounts and priorities with proactive approach.
• Comfort with HubSpot or similar CRM is helpful.

Responsibilities

• Own the day-to-day success relationship for an assigned portfolio of customers.
• Understand each customer’s goals, challenges, priorities, and definition of success.
• Help customers adopt product features and workflows that best support their business needs.
• Monitor customer health and identify changes in engagement, adoption, relationship strength, or risk early.
• Build renewal readiness throughout the customer lifecycle and lead value-focused renewal conversations.
• Develop clear next steps and recovery plans when customers are at risk.
• Maintain accurate customer information, activity, health, and renewal readiness in HubSpot.
• Capture customer feedback and partner with Sales, Product, Support, Marketing, Finance, and Development/QA when broader support is needed.
• Contribute to customer education, community engagement, and continuous improvement of Customer Success processes.

Skills

Strong customer relationships

Communication skills

Organization

Collaboration

Job description

The Knowledge Coop is seeking a Client Success Manager to nurture strong customer relationships and ensure customers derive meaningful value from our products and services. You will manage an assigned portfolio through onboarding, adoption, engagement, and renewal readiness, using good judgment when needs or risks are not obvious.

This role emphasizes relationship-building, organization, and proactive communication with cross-functional teams to support customers and drive retention.