Client Success Specialist

Smithers Environmental Risk Sciences division is seeking applicants for a full-time Client Success Specialist at our Wareham, MA location.

Job Summary

The Client Succes Specialist is responsible for retaining, growing, and strengthening relationships with existing clients by serving as their trusted business partner and primary point of contact. This role owns client satisfaction and customer retention.

The Client Success Specialist works proactively to understand each client's evolving business needs, identify opportunities to expand services, and ensure exceptional service delivery through collaboration with internal teams. Success in this role is measured by client retention, revenue growth, customer satisfaction, and long-term strategic partnerships.

Key Responsibilities

Client Relationship Management

• Serve as the primary relationship owner for an assigned portfolio of client accounts.
• Build trusted, long-term relationships with key stakeholders and decision-makers.
• Develop a deep understanding of each client's business objectives, challenges, and strategic priorities.
• Conduct regular business reviews to evaluate performance, discuss upcoming needs, and identify opportunities for continuous improvement.
• Act as the client's advocate within the organization to ensure expectations are met or exceeded.
  
  

Account Growth & Retention

• Develop and execute account plans that support client retention and revenue growth.
• Identify expansion opportunities within existing accounts and qualify opportunities before transitioning commercial ownership to the Sales Representative when a proposal, pricing discussion, or new contract is required.
• Monitor contract renewals and proactively manage renewal discussions.
• Maintain high client retention.
  
  

Customer Success

• Ensure clients receive exceptional service throughout the customer lifecycle.
• Monitor customer satisfaction and resolve issues quickly through effective coordination with Operations, Technical Teams, Finance, and Customer Support.
• Identify potential risks to client relationships and implement proactive retention strategies.
• Drive continuous improvement by gathering customer feedback and recommending service enhancements.
  
  

Cross-Functional Collaboration

• Partner closely with Operations to ensure successful execution of client work.
• Coordinate with Technical Subject Matter Experts to address client questions and provide consultative support.
• Collaborate with Finance regarding pricing updates, invoicing questions, and contract renewals.
• Work with Business Development and Sales to transition expansion opportunities requiring new commercial agreements.
• Ensure smooth communication across departments to deliver a seamless customer experience.
  
  

Qualifications

• Demonstrated success managing strategic client relationships.
• Demonstrated ability to build and maintain strong, collaborative relationships while holding individuals and teams accountable for commitments, performance expectations, and project deliverables.
• Experience in scientific, laboratory, environmental, healthcare, pharmaceutical, or other technical service industries is preferred.
• Excellent communication, problem-solving, project management skills
  
  

Smithers offers a comprehensive and competitive benefits program designed to support employees’ health, financial security, and overall well-being. Benefits include medical, dental, and vision coverage; health reimbursement and flexible spending accounts; wellness programs and health advocacy services; life, accidental death and dismemberment, and disability insurance; employee assistance and legal plans; pet insurance; participation in the Company’s retirement plan; and paid time off.

The pay rate for this role is $31.00 - $41.00 per hour, based on relevant experience, skills, and qualifications.

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