JOB SUMMARY:
EX Program is looking for a capable and motivated client facing professional with excellent communication skills and the ability to execute and manage projects to join our cross-disciplinary team and contribute to our growing business. The Client Success Manager (CSM) will report to the VP of Revenue and will support our growing book of EX Program clients. The CSM will be responsible for daily account management including maintaining and building client relationships, providing administrative support to our client accounts, and coordinating the delivery, tracking, and monitoring of program requirements.
DUTIES/RESPONSIBILITIES (*ESSENTIAL DUTIES):

• Provide strategic account management and administrative support to your assigned book of business (BOB).*
• Support senior team members with client support and day to day execution of the program.
• Attend/hold quarterly business review meetings with assigned BOB to gather feedback, share results, and provide strategic guidance on opportunities for growth and retention.
• Delight clients with superb support and feedback, maintaining a high level of client satisfaction.
• Track and monitor user enrollment and engagement in the EX Program.*
• Provide clients with customizable marketing assets when new marketing campaigns are released.
• Ensure clients are accessing monthly reporting and receiving value.

• Proactively monitor and ensure satisfactory resolution of client technical support issues.
• Accurately log all activities and client relationship details in our CRM.*
• Develop presentations, reports, project tracking tools and account plans to support client meetings.
• Meet key performance indicators for retention and growth; identify at-risk accounts and implement proactive strategies for retention.*
• Support customer service delivery by resolving client tickets, training coaches and completing documentation requirements.

REQUIRED QUALIFICATIONS:
You should have many of these qualifications, but all are not required:

• Bachelor’s degree, preferably in a related field.
• 5 years of experience in client success or program management roles.
• Outstanding execution and project management abilities.
• Proficient computer skills, Microsoft Office skills and the ability to learn new applications.
• A demonstrated ability to stay on top of administrative tasks.
• Knowledge of SaaS and the wellness industry; experience in tobacco cessation a plus.
• Ability to interface and work cooperatively with multiple internal teams including sales, marketing, engineering/development and product.
• Familiarity with CRM software.
• Commitment to client satisfaction.
• Ability to thrive in a fast-paced environment.
• Exceptional written and oral communication skills, strong interpersonal skills.
• Ability to lead meetings and engage with high level executives in various industries.
• Self-motivated with a positive attitude.

This position is based in Washington, D.C. with a hybrid work schedule of 3 days in the office and two telework days.
COMPENSATION PACKAGE:
The salary range for this role is starting at $82,000-$92,000 on a national basis. Individual pay decisions are based on a number of factors, including but not limited to qualifications for the role, relevant work experience, skillset, internal equity, location, and certifications, consistent with applicable law. Salary is just one part of our total rewards package which additionally includes equity, performance bonus for eligible roles, and competitive benefits.  

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