Remote in USA+1 moreMore locations: Philadelphia, PA, USA
Remote
About the job
Requirements
Four to six years of experience in client services, account management, or customer success.
Proven experience handling high-level client escalations, retention conversations, and difficult client situations in a fast-paced environment.
Ability to remain calm, solutions-oriented, and professional under pressure while managing emotionally charged conversations.
Strong organization, follow-through, documentation, and cross-department communication skills.
Comfort making judgment calls, identifying risk early, and partnering with leadership on client-resolution strategies.
Ability to coordinate across departments without direct authority.
Ability to identify broken processes, document fixes, and implement them.
Understanding of the client perspective and ability to de-escalate effectively.
Familiarity with customer relationship management systems, project management systems, and ticketing systems.
Experience coaching or mentoring others and giving direction to peers.
High responsiveness and urgency with clients and internal teams.
Ability to handle difficult conversations without becoming defensive or emotional.
Responsibilities
Maintain a real-time view of active client accounts and their health status.
Track leading indicators, including usage trends, support ticket volume, missed milestones, and Net Promoter Score signals.
Flag at-risk accounts before they escalate and maintain a client health dashboard or tracking system.
Identify patterns that precede client escalations and coordinate proactive outreach to clients showing warning signs.
Work with Team Leads to resolve issues at the team level before they arise, and maintain a log of near-misses and lessons learned.
Own the response when a client escalation occurs; assemble and coordinate internal cross-functional resources; serve as the primary client contact during a crisis; and manage timelines, follow-ups, and resolution commitments.
Conduct structured debriefs after escalations or near-misses, identify process gaps, and bring findings to the Vice President to improve existing standard operating procedures.
Help operationalize new procedures with Team Leads.
Act as the primary resource and escalation path for Team Leads, ensuring they have the playbooks, tools, and authority to act.
Run regular check-ins with Team Leads to surface emerging client risks and coach them on client communication and issue resolution.
Desired Qualifications
Experience in digital marketing, including search engine optimization, pay-per-click, lifecycle marketing, or agency environments.
Familiarity with fractional chief financial officer services, including cash flow, forecasting, and financial reporting.
Experience in fractional chief operating officer services, operational leadership, or business operations roles.
Background in customer success, account management, or high-touch client services.
Experience managing client escalations in fast-paced, service-based environments.
Understanding of business operations, key performance indicators, and performance reporting.
Experience working cross-functionally with finance, bookkeeping, and operations teams.
Experience improving or building scalable client success or operational processes.
Financial experience.
Bookkeeping experience or strong working knowledge of bookkeeping workflows.
IMPORTANT NOTICE: SMB Team will never solicit personal information, request equipment purchases, or send checks as part of our hiring process. All legitimate communication comes exclusively from @smbteam.com email addresses. If you receive outreach from any other domain (such as smbteam.us or similar), please disregard it and report it to [email protected].
SMB Team is seeking a Client Success Manager (CSM) for the operational hub of our Client Services Team. This role exists to bridge the gap between strategic vision and day-to-day execution. The CSM is the company's early warning system, crisis coordinator, and feedback loop — preventing escalations before they happen and owning the response when they do.
WHAT'S IN IT FOR YOU?
📈 An opportunity to be a part of the #1 Fastest Growing Legal Marketing & Coaching Company in the U.S.
🦷 BENEFITS – We pay for 75% of your Medical, Dental, Vision insurance for YOU and YOUR FAMILY.
☀️ FLEXIBLE VACATION TIME - We encourage you to take time to recharge so you can be your best here at work.
💡 EDUCATION – Team member education and learning budget on courses, events and books.
💲 INVESTMENTS – 401(k) with a 3% Match.
💻 WORK STYLE – WFH or come to the office. The choice is yours!
The salary for this role is $85,000 - $90,000 with bonus potential up to $10,000.
Key Responsibilities:
1. Client Health Monitoring:
Maintains a real-time view of all active client accounts and their health status
Tracks leading indicators: usage trends, support ticket volume, missed milestones, NPS signals
Flags at-risk accounts before they escalate
Owns and maintains a client health dashboard or tracking system
2. Escalation Prevention:
Identifies patterns that precede client escalations and intervenes early
Coordinates proactive outreach to clients showing warning signs
Works with Team Leads to resolve issues at the team level before they arise
Maintains a running log of near-misses and lessons learned
3. Crisis Coordination:
Owns the response when a client escalation does occur
Assembles and coordinates the right internal resources (cross-functional)
Serves as the primary point of communication with the client during a crisis
Manages timelines, follow-ups, and resolution commitments
4. SOP Feedback Loop:
Conducts a structured debrief after every escalation or near-miss
Identifies the process gap that allowed the issue to occur
Bring findings to the VP to close gaps in existing SOPs
Helps operationalize new procedures with Team Leads
5. Team Lead Enablement:
Acts as the primary resource and escalation path for Team Leads
Ensures Team Leads have the playbooks, tools, and authority to act
Runs regular check-ins with Team Leads to surface emerging client risks
Coaches Team Leads on client communication and issue resolution
4–6 years in client services, account management, or customer success
Calm under pressure; clear communicator when the stakes are high
Proven ability to coordinate across departments without direct authority
Can spot a broken process, document a fix, and implement it
Understands the client's perspective and can de-escalate effectively
Familiarity with CRMs, project management, and ticketing systems
Has coached or mentored others; comfortable giving direction to peers
Extreme ownership mentality — does not wait for others to solve issues
High responsiveness and urgency with both clients and internal teams
Ability to handle difficult conversations without becoming defensive or emotional
Must have proven experience handling high-level client escalations, retention conversations, and difficult client situations in a fast-paced environment.
Must remain calm, solutions-oriented, and professional under pressure while managing emotionally charged conversations.
Must be highly organized with strong follow-through, documentation, and cross-department communication skills.
Must be comfortable making judgment calls, identifying risk early, and partnering with leadership on client resolution strategies.
Pluses / Preferred Experience:
Experience in digital marketing (SEO, PPC, lifecycle marketing, or agency environments)
Experience in FCOO / operational leadership or business operations roles
Background in customer success, account management, or high-touch client services
Experience managing client escalations in fast-paced, service-based environments
Understanding of business operations, KPIs, and performance reporting
Experience working cross-functionally with finance, bookkeeping, and operations teams
Experience improving or building scalable client success or operational processes
Financial experience
Bookkeeping experience or strong working knowledge of bookkeeping workflows
SMB Team is a rapidly-growing marketing agency and coaching business for lawyers. After four years of 300% year-over-year growth, we have quickly become one of the top brands in the legal industry.
Educational Brand: We currently run the most prominent talk show in the legal industry. Every week, we get hundreds of lawyers on our webinars by interviewing top thought leaders (as seen on our YouTube). The goal is to become THE source of education for lawyers.
Marketing Services: We offer a full suite of marketing services to our clients, including PPC, SEO, Website Design, Video, and Social Media management. Our goal is to scale our services business to over $15M in revenue in 2023.
Coaching Services: We have a rapidly-growing, Philadelphia-based coaching program for lawyers. In our first year, we built our coaching business into a multi-seven-figure business. Our program has been identified as the most comprehensive coaching program for attorneys, and we plan to double the size of our clients in the next year.
The SMB Team is an Equal Opportunity Employer. The policy of The SMB Team is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual's race, color, gender, age, national origin, religion, citizenship status, marital status, sexual orientation, gender identity, transgender status, physical or mental disability, protected veteran status, genetic information, pregnancy, or any other categories protected by applicable federal, state or local laws.
The SMB Team is an Equal Opportunity Employer - Minority/Female/Disabled/Protected Veterans