Client Services Manager

Job Title: Manager, Chocolate Services (“Client Services Manager”, if you prefer) 🍫

Company: Totally Chocolate

Website: www.totallychocolate.com

Location: On Site in Blaine, WA

Reports To: President

Start Date: Jan 19, 2026

At Totally Chocolate, we believe great gifts do more than look good — they create moments of connection, build relationships, and leave a lasting impression (often with chocolate fingerprints). For over 30 years, we’ve helped brands say “thank you”, “welcome”, “congratulations”, “you matter”, and “partner with us!” all through premium custom chocolate gifts and branded experiences.

If you think processes can be sweet, systems can be smooth, and client relationships should never melt under pressure — keep reading.

The Client Services Manager Role (No Sugarcoating)

We’re looking for someone who is equally comfortable managing systems and processes, and in the trenches supporting a sales team to grow our repeat client business. This role will be perfect for a manager who excels at team leadership while building strong systems, brand-aligned communication strategies and execution, and long-term client relationships — & who can keep things running as smoothly as tempered chocolate while doing all of the above.

This role is focused on retaining the amazing clients we’re blessed with. It’s less about cold calls and pioneering, and more about building warm relationships, repeat business, and making sure every client experience is worthy of our brand. You’ll be the go-to person for HubSpot, our internal sales systems and process improvements, and for helping the team stay organized, aligned, and (most importantly) effective.

What You’ll Be Doing

Sales & Service Management (Our Secret Recipe)

• Own, refine, and document sales processes that help the team work smarter — not harder.
• Be our HubSpot superhero 🦸‍♂️: manage pipelines, automations, dashboards, and reports that actually get used.
• Ensure existing clients receive exceptional service and that the systems we have built drive the best possible retention outcomes, every time.
• Lead new inbound deals to move smoothly from inquiry to delivery without getting stuck in the cracks (or melting along the way).
• Partner with Marketing, Operations, and Shipping to keep internal systems aligned and efficient.
• Use data and reporting to spot trends, improve performance, and keep revenue goals from going stale.

Client Retention & Account Management (Keep the Love Flowing)

• Manage a team of account executives to nurture and grow relationships with existing clients, focusing on retention, repeat orders, and sweet opportunities to expand accounts.
• Act as a trusted advisor to the team and our best clients, helping clients choose gifting solutions that reflect their brands and end users, and wow their recipients.
• Identify at-risk accounts early and step in before things get… bittersweet.
• Turn satisfied clients into loyal fans who keep coming back for more.

Brand-Aligned Communication (On-Brand, Every Time)

• Make sure all sales communication sounds like Totally Chocolate — polished, thoughtful, creative, and premium.
• Coach team members on tone, messaging, and presentation so no emails feel half-baked.
• Collaborate with Marketing to align proposals and sales messaging with campaigns and brand standards.
• Represent Totally Chocolate with confidence, professionalism, and just the right amount of personality.

Leadership & Collaboration (Sharing the Chocolate)

• Design and implement improvements to how we work, how we organize our team, and how we manage the critical tasks that enable us to provide excellent service.
• Lead by example, setting expectations around process, communication, and follow-through.
• Mentor sales & service team members and help them sharpen their skills.
• Work cross-functionally to improve the customer experience from first click to final bite.
• Bring ideas to the table — we’re always open to making things better (and sweeter).

What We’re Looking For

The Essentials

• A roll-up-the-sleeves and entirely proactive way of working, with a growth mentality.
• 5 years of sales or account management experience, ideally in B2B, premium products, or branded gifting.
• Strong background in client retention and relationship-driven sales.
• Hands-on experience with HubSpot CRM — pipelines, workflows, reporting, and automation.
• A love for systems, organization, and process improvement.
• A sense of joy leading people, and the ability to support & motivate them to achieve great things!
• Excellent written and verbal communication skills (dad-level chocolate jokes optional but encouraged).
• Ability to think strategically while still rolling up your sleeves.

Bonus Points If You…

• Enjoy building systems that actually work.
• Can juggle multiple priorities without dropping the chocolate.
• Believe brand consistency matters — even in internal notes and follow-ups.

Why You’ll Love Working Here

• You’ll work with a fun, creative, premium brand that doesn’t take itself too seriously.
• You’ll have real ownership over processes, systems, and client relationships.
• You’ll help brands create memorable moments — one chocolate bar at a time.
• And yes, you’ll probably never look at corporate gifting the same way again.