[Hiring] Manager of Client Success @Smith.ai

Role Description

We're looking for a Manager, Client Success who cares deeply about clients, builds high-performing teams, and takes ownership of outcomes. Your goal is straightforward, even if the work to get there isn't: ensure our clients see Smith.ai as a critical partner in their business success. Success is measured by retention and expansion, and everything you build, lead, and execute should support those outcomes.

• Own a meaningful segment of our client book.
• Lead and develop a dedicated Client Success team.
• Personally manage relationships with high-value clients.
• Work closely with leaders across Client Onboarding and Client Support.
• Shape how we segment and support clients based on complexity and strategic value.
• Build scalable processes and ensure exceptional client experience.

Qualifications

• 5+ years of experience in Client Success or Account Management, including experience in a SaaS or technical product environment.
• 2+ years of experience managing and developing teams.
• 2+ years of direct experience driving retention and expansion revenue within an existing client base.
• Proven experience building or meaningfully improving Client Success playbooks, processes, and decision frameworks.
• Strong business judgment and a genuine client-first mindset.
• Exceptional written and verbal communication skills.
• Highly analytical and comfortable using data to identify trends, assess risk, and make decisions.
• A bias toward action.
• Comfortable operating in ambiguity.
• A collaborative leadership style.

Requirements

• Experience with Vitally or comparable Client Success platforms such as Gainsight or ChurnZero.
• Experience supporting SMB clients at scale.
• Familiarity with legal technology or professional services businesses.
• Experience helping build or evolve a Client Success function in an early- or growth-stage company.

Benefits

• Base salary ranging between $110,000-$165,000 per year.
• Eligible for equity.
• Competitive benefits package including medical, dental, vision, life insurance, 401k, and a Flexible Time Off program.

Company Description

Here at Smith.ai, we’re laser-focused on our mission of helping small and medium businesses succeed. We strive to test, learn, and improve, while continuously developing our solutions, our operations, and our team members. We’re a fast-growing and dynamic startup that values collaboration and innovative thinking. We are an equal opportunity employer and believe diversity makes teams better and that discrimination based on race, gender, or anything else is self-defeating.