[Hiring] Client Success Manager @SMG

Role Description

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.

• 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.

Qualifications

• 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.

Requirements

• Preferred: Previous roles in client success, account management, CX, customer feedback, market research, consulting are ideal.

Benefits

• Unlimited PTO
• Extended parental leave
• Company-issued equipment and tools
• A culture built on connection, collaboration, and continuous improvement

Company Description

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.

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.