Overview

Our client is seeking a Client Success Manager who plays a critical role in ensuring an exceptional client experience, maintaining operational excellence, and supporting delivery accountability across all client accounts. This position serves as a key liaison between clients and internal teams, helping to ensure projects remain organized, on schedule, and aligned with client expectations. The primary objectives of this role are to improve client satisfaction and responsiveness, accelerate onboarding timelines, reduce operational friction across delivery teams, increase visibility, accountability, and follow-through on client requests, and ensure accurate documentation and effective communication across all client accounts.

Schedule

• Monday to Friday 9am to 5pm EST with 30 min break

Responsibilities

1. Account Management

Serve as the primary support contact for assigned clients and help ensure smooth day-to-day account operations.

Client Relationship Management

• Develop a strong understanding of each client's business, goals, and objectives
• Support the identification and communication of solutions aligned with client needs in collaboration with the Team Director
• Respond to client inquiries and resolve issues promptly and professionally
• Monitor the shared inbox, identify client requests, create tickets, and escalate issues when necessary
• Collaborate closely with internal teams, including Website, SEO, and Paid Search departments, to support client success

Account Support & Reporting

• Assist with the preparation and review of client deliverables, including: Status updates, Performance reports and key metrics, Lead trend analysis, Verification of completed action items, and Meeting summaries and follow-up actions
• Collect client feedback and elevate risks, concerns, or opportunities to the Client Director when appropriate

Client Onboarding

• Serve as the primary point of contact for assigned client onboarding activities
• Ensure all onboarding requirements are completed accurately, consistently, and on time
• Support a smooth transition from sales to delivery

2. Ticket Management & Delivery Coordination

Ensure all client requests are properly documented, assigned, tracked, and resolved in a timely manner.

Ticket Oversight

• Ensure that within 24 hours of every client meeting: All relevant tickets are created and documented in Monday.com, and Clear meeting notes and next steps are shared with the client
• Conduct daily reviews of the ticket queue to: Identify overdue or stalled tickets, Monitor progress and priorities, and Coordinate updates with delivery teams
• Follow up proactively with team members to ensure timely execution of client requests
• Escalate critical issues or tickets that remain unresolved for 12–24 hours to the Team Director

Reporting & Process Improvement

• Create and maintain dashboards and reporting related to ticket performance
• Track and analyze: Ticket completion speed, Ticket volume and workflow trends, and Aging tickets and escalation patterns
• Identify recurring bottlenecks, risks, or operational issues and communicate recommendations for improvement

Success Metrics

Performance in this role will be measured by:

• Client satisfaction and responsiveness
• Onboarding accuracy and time-to-launch
• Ticket turnaround times and resolution rates
• Accuracy and completeness of documentation within Monday.com
• Reduction in delivery delays and operational friction
• Quality of communication with both clients and internal teams

Requirements

• Previous experience in client success, account management, project coordination, administrative support, or a similar client-facing role
• Exceptional organizational skills with strong attention to detail
• Strong written and verbal communication skills
• Ability to manage multiple priorities and deadlines simultaneously
• Critical thinking and problem-solving skills
• High level of professionalism, accountability, and ownership
• Ability to work independently while collaborating effectively with cross-functional teams
• Adaptability and willingness to learn new tools, systems, and processes
• Experience with Monday.com or similar project management software is preferred

Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations

Note:

Please click the Apply button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.