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SMG - Service Management GroupClient Success Manager
SMG - Service Management Group is currently seeking a Client Success Manager to join its fully remote team, with a preference for applicants located around Kansas…
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About This Role
SMG - Service Management Group is currently seeking a Client Success Manager to join its fully remote team, with a preference for applicants located around Kansas City. In this position, the main point of contact helps major global restaurant, retail, and consumer services brands maximize the value of their experience management programs. The organization combines an AI-native enterprise software platform with professional services to assist companies in increasing revenue, lowering…
Job Description
SMG - Service Management Group is currently seeking a Client Success Manager to join its fully remote team, with a preference for applicants located around Kansas City. In this position, the main point of contact helps major global restaurant, retail, and consumer services brands maximize the value of their experience management programs. The organization combines an AI-native enterprise software platform with professional services to assist companies in increasing revenue, lowering the number of detractors, and improving operational efficiency.
This role focuses on cultivating strong partnerships, providing product training, guiding survey design and reporting setups, and improving overall program health and adoption. Professionals in this position lead strategic consultations, mature assessments, and partnership planning while collaborating with internal teams and the sales department to uncover additional listening channels. New team members build understanding of assigned portfolios during their first month, take over core communications and training by day sixty, and establish a steady partnership cadence aligned with business objectives by day ninety.
Responsibilities
- Act as the primary point of contact for clients and program owners
- Deliver training and demonstrate product features to increase tool utilization
- Guide clients on survey design, reporting setup, invite methods, and data integrations
- Lead strategic partnership planning, maturity assessments, and annual or semi-annual program consultations
- Manage client communication regarding deliverables, program updates, and concern resolution
- Identify opportunities to expand listening channels and collaborate with the sales team
- Keep Salesforce records updated with action items, client health inputs, and deliverables
Requirements
- Minimum of two years of experience in client success, account management, consulting, customer experience, or a similar customer-facing role
- Working knowledge of customer experience programs, retention, value realization, and client success principles
- Strong relationship management abilities spanning executives, clients, and internal cross-functional teams
Qualifications
- Bachelor degree or equivalent work experience
- Prior background in client success, account management, customer experience, customer feedback, market research, or consulting
Core Skills
Benefits
- Unlimited paid time off
- Extended parental leave
- Company-issued equipment and tools
- Competitive compensation and benefits package
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this position remote?
Yes, the posting specifies that the role is fully remote, though there is a preference for candidates based in the Kansas City area.
What experience is required for this role?
Applicants must have a bachelor degree or equivalent work experience, along with at least two years of experience in client success, account management, consulting, customer experience, or another customer-facing role.
What benefits does the company offer?
SMG provides competitive compensation and benefits including unlimited paid time off, extended parental leave, and company-issued equipment and tools.
What does SMG do?
SMG is an experience management partner serving leading restaurant, retail, and consumer services brands by pairing an AI-native software platform with professional services.
Sample Interview Questions
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