Client Success Manager at Keep Company

Client Success ManagerAbout Keep CompanyKeep Company is on a mission to make human connection an intentional scalable asset in every workplace. As a venture-backed SaaS platform recognized by Techstars Forbes and SHRM Keep Company blends technology with coaching and mentoring to deliver transformative measurable employee experiences at leading law and professional services firms. We help organizations accelerate culture retention and productivityespecially in moments that matter most.The RoleKeep Company seeks our first Client Success Manager to own and scale the customer experience lifecycle for our enterprise clients. You will lead customer success strategy and execution from onboarding through renewal ensuring clients achieve value and success with our coaching and mentoring platform. This role blends strategic leadership with hands-on management of a remote support team cross-functional collaboration and continuous improvement of customer journeys.You will work closely with Product Engineering Program Delivery and Marketing teams to ensure smooth implementations high adoption and client satisfaction. As the voice of the customer internally you will build scalable processes and feedback loops that enable Keep Company to grow efficiently while maintaining exceptional client relationships.Role: Full TimeLocation: Hybrid preferred - 3 days/week at our Bethesda MD headquarters. Open to remote candidates as well.Compensation: Competitive salary generous equityKey ResponsibilitiesLead end-to-end customer success including onboarding implementation adoption and renewalDesign and execute scalable implementation plans and client segmentation strategies for support tiersManage mentor and grow a remote customer success support team with clear workflows and metricsServe as executive sponsor for strategic accounts and conduct regular business reviewsPartner cross-functionally to align platform configurations with client goals and drive adoptionBuild and maintain feedback loops from customer success to Product and Engineering teamsMonitor key success metrics (CSAT renewal rates support response times) and implement continuous improvement initiativesOwning the full post-sale relationship and influencing renewal and GRR outcomes through strategic account plans.Monitoring leading indicators of churn risk and mobilizing internal teams to mitigate proactively.Partnering with Sales to surface and qualify expansion opportunities (cross-sell/upsell) grounded in demonstrated client value.Reporting on account health and contributing to quarterly business reviews with insights tied to renewal likelihood and client revenue trajectory.About You8 years of experience in customer success account management or enterprise SaaS implementation3 years managing remote teams in customer-facing rolesStrong communicator and collaborator comfortable influencing cross-functional teams and executivesExperience with developing virtual client-facing Dashboards and reports in service of strategic growth and expansion opportunityExperienced with Client and Customer Success tools and platforms such as Zendesk Intercom and HubSpotFamiliarity with SaaS security and compliance standards (SOC2 GDPR) preferredPassionate about delivering outstanding client experiences and building scalable customer success operationsHR tech or future-of-work experience is a plusRequired Attributes for SuccessCustomer Obsession: Deeply empathetic to client needs translating feedback into action and building trust throughout the customer journey.Adaptability & Initiative: Thrives in ambiguity eagerly takes ownership of new challenges and proactively establishes scalable processes.Cross-Functional Communication: Communicates clearly and builds collaborative relationships across teams to advocate for customer outcomes.Analytical Problem-Solving: Uses data and insight to anticipate issues measure impact and drive continuous improvement in customer experience.Why Keep CompanyPlay a pivotal leadership role shaping the future of workplace connection and cultureBe part of a founder-led startup with renowned clients and measurable impactCompetitive salary significant equity medical/dental/vision 401k and flexible PTOHybrid work schedule and a highly supportive mission-driven teamRegular team events constant opportunities to grow and plenty of celebration Required Experience:Manager Key Skills Customer Service,Client Expectations,Client Requirements,Client Support,Action Plans,Issue Resolution,Account Management,Client Relationships,Service Delivery,Client Service,Client Satisfaction,Client Management,Procedures,Service Level Agreements,New Clients Employment Type : Full-Time Experience: years Vacancy: 1