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The Role
Manages client relationships and experience management programs, serving as a product and program expert. Provides training, consultative guidance, program health assessments, and strategic planning to improve adoption, satisfaction, ROI, and client outcomes. Coordinates deliverables, resolves concerns, maintains Salesforce records, identifies expansion opportunities, and partners with Sales and internal teams.
Summary Generated by Built In
Client Success Manager
Location: Fully remote; preference for candidates based in the Kansas City area
What we’re looking for
The Client Success Manager is the primary client contact at SMG, building strong relationships with clients and program owners while helping them get measurable value from their experience management programs. This role combines client partnership, program strategy, product expertise, training, and proactive guidance to improve program health, feature adoption, usage, satisfaction, and ROI, while connecting client priorities to the right SMG capabilities.
What you’ll do
Who we are
SMG is an experience management (XM) partner to many of the world’s leading restaurant, retail, and consumer services brands. With 30+ years of history under our belt, we pair an AI-native enterprise software platform with unmatched professional services to help organizations generate new revenue, grow existing revenue, reduce detractors, and drive operational efficiencies.
Like what you see? Learn more about the company, our purpose and values, and our customer, employee, and brand experience management solutions at www.smg.com.
Our commitment to inclusion: SMG is proud to be an equal opportunity employer and is committed to creating an inclusive environment where everyone can thrive.
Location: Fully remote; preference for candidates based in the Kansas City area
What we’re looking for
The Client Success Manager is the primary client contact at SMG, building strong relationships with clients and program owners while helping them get measurable value from their experience management programs. This role combines client partnership, program strategy, product expertise, training, and proactive guidance to improve program health, feature adoption, usage, satisfaction, and ROI, while connecting client priorities to the right SMG capabilities.
What you’ll do
- 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.
- 30 days: Build a clear understanding of assigned client programs, priorities, stakeholders, SMG tools, and current program health and adoption opportunities.
- 60 days: Lead core client communications, training, and deliverable follow-through while identifying risks, opportunities, and actions that improve adoption and program health.
- 90 days: Own a consistent client partnership rhythm that ties program activity to business objectives, advances strategic plans, maintains strong Salesforce visibility, and surfaces opportunities for additional program value.
- We work with some of the world’s biggest and most valued brands.
- We’re fully remote, and we’re staying that way.
- We offer competitive compensation and benefits, which include but aren’t limited to:
- Unlimited PTO
- Extended parental leave
- Company-issued equipment and tools
- A culture built on connection, collaboration, and continuous improvement
- 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.
- Previous roles in client success, account management, CX, customer feedback, market research, consulting are ideal.
Who we are
SMG is an experience management (XM) partner to many of the world’s leading restaurant, retail, and consumer services brands. With 30+ years of history under our belt, we pair an AI-native enterprise software platform with unmatched professional services to help organizations generate new revenue, grow existing revenue, reduce detractors, and drive operational efficiencies.
Like what you see? Learn more about the company, our purpose and values, and our customer, employee, and brand experience management solutions at www.smg.com.
Our commitment to inclusion: SMG is proud to be an equal opportunity employer and is committed to creating an inclusive environment where everyone can thrive.
Skills Required
- 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
- Ability to provide consultative guidance, identify risks and opportunities, influence action, and manage priorities, communications, and program health across multiple accounts
- Previous experience in client success, account management, customer experience, customer feedback, market research, or consulting
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The Company
What We Do
SMG is an enterprise-level experience management (XM) provider that offers a software with a service (SwaS) solution—uniquely combining technology with hands-on professional services to help organizations generate new revenue, grow existing revenue, reduce churn and detractors, and drive operational efficiencies. By delivering insights across the enterprise and measuring experiences at every touchpoint, our differentiated partnership model helps clients change the way they do business.
