Client Success Manager

ConsumerAffairs helps consumers make smart buying decisions in moments of need. Every month millions of consumers turn to our site and tools for help with their considered (often emotional) purchases. 

We educate them about their options, learn about their specific needs, and connect hundreds of thousands of them directly to brands. These brands use our SaaS tools to manage their reviews and communicate directly with consumers to serve them better. Our business thrives when the consumers who trust us get matched with the right brands for them.

We’re fast-paced and our core values are the bedrock of who we are and who we want to be. 

Our employees are committed to raising the bar through ambition, data-driven decision-making, and a relentless pursuit of improvement. We tackle the hard things that matter, always seeking a better way.

At our core, we believe that we win as one team. Team goals come first, and we work with humility, transparency, and accountability to get the job done. We support each other, pick up the slack when needed, and value honesty in all our interactions.

Above all, we care. We go the extra mile to see the whole picture, showing loyalty and dedication to our consumers and brands. We solve root causes, not just symptoms, ensuring lasting impact.

If you’re looking to be part of a globally diverse team that r

About the Job

The Client Success Manager works as part of the Reputation Management Team to create and nurture long-term relationships with our clients. You will understand clients’ individual needs to establish goals for the partnership, ensure these objectives are achieved through adoption of our product, and significant value is delivered to and realized by all stakeholders. As an ambassador for each of your clients, you will identify creative ways to ensure our partners achieve our mutual goals. Successful candidates will be highly organized self-starters and excellent communicators who are excited about driving our client’s success. Having a background in account management and/or customer service and knowledge of our industry is a plus but not required. The goal is to help us safeguard our revenue and retain our customers.

• Drive client outcomes with a deep understanding of the partners’ success criteria, business drivers and initiatives.
• Build relationships with key employees among partners.
• Facilitate the smooth onboarding of new partners to ensure successful product adoption and a strong foundation for the partnership. 
• Proactively monitor and identify client health risks and mitigate churn risk.
• Create strategic plans to address clients’ business needs.
• Analyze and monitor client data to draw insights with the goal of communicating those findings to clients to increase engagement and utilization with the product. 
• Lead demonstrations of ConsumerAffairs features to stakeholders of both current and potential partners.
• Schedule regular meetings with clients to ensure they are seeing success from our partnership and alignment with their objectives.
• Identify process improvements to help drive repeatable and efficient customer engagement.
• Quickly and efficiently solve ad-hoc client issues as needed.
• Identify opportunities to expand the partnerships. 
• Collaborate with internal teams (e.g. sales, engineers, senior management) to address clients’ needs.
• Ensure accuracy of data to achieve operational excellence. 

Specific Measures of Success – Expected Outcomes

Start Date to Start Date +1 Year

Retention

• Maintain a 93% or higher retention rate

Engagement

• Encourage product adoption of 90% of clients

• Ensure 70% of clients are utilizing proactive and consistent review collection

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development
• Work From Home
• Free Food & Snacks
• Equity Plan