What are the responsibilities and job description for the Client Success Manager position at Ethico?
Who We Are and What We Do
For more than 25 years Ethico has provided a suite of corporate integrity products that help companies manage risk and reinforce their healthy cultures. From whistleblower and case management software that saves time, to employee screening and monitoring services that actually work, and e-learning that improves engagement -- we focus on service and the human element in all we do in order to Make the World a Better Workplace.
In building this mission, we provide HR, ethics, and compliance solutions that serve over 8,200,000 employees in 120 countries through the highly-trained, caring, and compliance-minded professionals in many of the world's largest, and well-known organizations who rely on our software and services. We have helped E&C leaders investigate nearly 10 million reports, offering employees the industry’s leading-edge tools to report unethical or illegal behavior, free from retaliation.
Your Role at Ethico
The Client Success Manager will support the onboarding, adoption, and expansion efforts of our SaaS platform. This role will assist in managing client accounts, building relationships, understanding customer needs, and identifying opportunities for growth.
Key Responsibilities:
- Own client relationships post-implementation, driving onboarding, adoption, and ongoing value realization.
- Conduct regular check-ins and strategic QBRs, aligning client goals with Ethico’s solutions and identifying expansion opportunities.
- Own the sales cycle for upsells and cross-sells: from discovery and demo to pricing and deal close in collaboration with leadership.
- Monitor product usage and engagement metrics to detect churn risks or renewal blockers, using health scoring frameworks.
- Act as the client escalation point, owning resolution timelines and surfacing at-risk accounts quickly.
- Champion the Client for Life (C4L) process to build long-term, strategic client partnerships that lead to retention and growth.
- Log product feedback and enhancement requests that influence Ethico’s roadmap.
- Host client-facing webinars, lead feature trainings, and help scale customer education.
- Track and improve NPS/CSAT, executing follow-up plays for detractors and promoters alike.
- Collaborate with implementation, product, support, and marketing teams to ensure seamless delivery and communication.
What You’ll Need to Succeed:
- 2 years in Customer Success, Account Management, or Sales—preferably in a SaaS environment.
- Demonstrated experience in client-facing sales or renewals, with comfort leading product demos and negotiating contracts.
- Strategic thinker with a client-first mindset and a passion for problem-solving and value delivery.
- Ability to communicate complex technical concepts in a simple, business-focused way.
- Experience with CRM or CS tools (e.g., HubSpot) is a plus.
- Proficiency in Excel/Google Sheets and working with client data for insights.
- Comfortable in a fast-paced, cross-functional environment with shifting priorities.
- An action-oriented mindset, with the ability to independently drive outcomes and revenue growth.
Why Join the Ethico Team
- People first company culture
- Company paid medical, dental, and vision for yourself
- Company funded HSA, if enrolled in HDHP
- 401(k) with company match up to 4%
- STD, LTD, and AD&D
- Company paid life insurance
- Paid Time Off (PTO)
- Flexible working environment- Available for some positions
- Annual profit sharing bonus
- Paid maternity/paternity leave
- And much more!
Location: Hybrid, Headquarters is in Charlotte, NC
Salary Range: $60,000-65,000 uncapped commission
Exact compensation may vary based on skills, experience, and location.
Process
- Prescreen with the People Team (15 Minutes)
- Wonderlic Assessment
- Interview with the Hiring Manager (60 Minutes)
- Interview with your future team (60 Minutes)
- Interview with an Ethico executive team member (15-30 Minutes)
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, or veteran status. Women and underrepresented minorities continue to be underrepresented in our workplaces. The diversification of applicant pools constitutes an important step for broadening the participation of women and URM in the workforce. Research shows that women and people of color disproportionately do not apply for jobs where they do not meet 100% of the "requirements." If you think you can do this job, we encourage you to apply.
Ethico is committed to breaking structural barriers to entry and career progress, and driving fair hiring practices in our workplace.
Salary : $60,000 - $65,000
