[Hiring] Client Success Manager @EIDLexit

Role Description

You lead our client success team day to day and report to our EVP of Operations & Technology. You are the senior escalation point for the team and for our clients, and you own the team's performance against its goals. This is a builder role. You put in place the management rhythm and quality standards that let us scale without losing the care our clients depend on.

What You Own

• Your people: One-on-ones, clear goals and KPIs for every role, and performance reviews that hold no surprises.
• Escalations: You are the senior point for team questions and client concerns, and you resolve issues at your level whenever you can.
• The operating rhythm: The weekly pipeline review and the daily and weekly cadence that keeps every client moving forward.
• Record quality and reporting: You own data quality in HubSpot and deliver weekly pipeline reporting to leadership.
• Quality of what goes out: You review client-, SBA-, and Treasury-facing deliverables, growing into final quality approval.
• Training and standards: The team training program, knowledge resources, and standard operating procedures.
• Client satisfaction, start to finish: From day one of an engagement through offboarding, testimonials, and referrals.
• The handoffs: You partner with Sales on handoffs and payment follow-up, and help plan team capacity and hiring.

Qualifications

• 5+ years in client success, account management, or service operations.
• 2+ years managing a team with direct reports.
• A record of moving team numbers — cycle time, quality, client satisfaction.
• Steady with hard conversations: You handle difficult or emotionally charged client situations with professionalism and firm boundaries.
• A sharp eye for detail when reviewing documentation.
• Advanced CRM skills — HubSpot strongly preferred — and comfort managing from dashboards and data.
• Process builder: You have built processes, training programs, or operating cadences in a growing organization.
• Clear, direct, and empathetic written and verbal communication.

Requirements

• A strong plus: experience in financial services, legal services, or business consulting.
• Familiarity with SBA programs, EIDL loans, or business closure.
• Experience introducing tools to a team and driving adoption.
• Startup or high-growth experience where the management system was still being built.

Benefits

• Work that matters: You help business owners through one of the hardest moments of their professional lives.
• Real ownership: You shape how a growing team works, with direct access to the executive team.
• Four weeks PTO a year — one week granted the day you start.
• All national holidays paid, plus Good Friday and Christmas Eve.
• Health insurance and retirement launching Q1 2027.
• Fully remote within the U.S.

Company Description

At EIDLexit we help small business owners close their businesses and resolve their SBA EIDL loans. Many come to us financially distressed and unsure where to turn. We guide them through a structured three-phase process — Onboarding, Business Closure, and EIDL Resolution — so they can close this chapter with clarity, compliance, and dignity.

As a Christian-led organization, we are grounded in faith, integrity, compassion, and respect. We are a mission-driven, fully remote team, and we are growing quickly.