What are the responsibilities and job description for the Client Success Manager position at The Knowledge Coop?
Job Title: Client Success Manager
Reports To: Client Success Lead
FLSA: Full-time, Non-exempt
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
Schedule:
- 8 hour shift
- Monday to Friday
Work Location: In person M, T, Th, F. Wednesdays remote
About the Role
We’re looking for a Customer Success Manager who can build strong customer relationships, understand what customers are trying to accomplish, and help them get meaningful value from our products and services.
You’ll manage an assigned portfolio of customers throughout the customer lifecycle, from onboarding and adoption through ongoing engagement and renewal readiness. This role is a strong fit for someone who is relationship-focused, organized, proactive, and comfortable using good judgment when customer needs or risks are not always obvious.
What You’ll Do
- Own the day-to-day success relationship for an assigned portfolio of customers.
- Understand each customer’s goals, challenges, priorities, and definition of success.
- Help customers adopt the product features and workflows that best support their business needs.
- Monitor customer health and identify changes in engagement, adoption, relationship strength, or risk early.
- Build renewal readiness throughout the customer lifecycle and lead value-focused renewal conversations.
- Develop clear next steps and recovery plans when customers are at risk.
- Maintain accurate customer information, activity, health, and renewal readiness in HubSpot.
- Capture customer feedback and partner with Sales, Product, Support, Marketing, Finance, and Development/QA when broader support is needed.
- Contribute to customer education, community engagement, and continuous improvement of Customer Success processes.
What We’re Looking For
- Strong customer relationship and communication skills.
- Ability to understand customer goals and turn them into practical next steps.
- Good judgment around customer health, risk, priorities, and escalation.
- Strong organization and follow-through across multiple customer accounts.
- Confidence working within established processes while adapting to individual customer situations.
- Collaborative, curious, accountable, and open to feedback and coaching.
- Experience in Customer Success, account management, SaaS, or another customer-facing business role preferred.
- Experience using a CRM such as HubSpot is helpful.
What Success Looks Like
A strong Customer Success Manager can clearly answer:
- What is this customer trying to accomplish?
- Are they making meaningful progress?
- What needs to happen next to help them remain successful?
Success in this role is reflected in strong customer retention, meaningful product adoption, proactive account management, accurate customer health tracking, and customers who understand the value they receive from the partnership.
Salary : $70,000