Client Success Consultant

Summary

SMG is an experience management partner providing software and professional services to help organizations improve customer, employee, and brand experiences. The Client Success Consultant serves as the primary client contact, guiding program strategy, product adoption, training, program health, and measurable value realization. The role also manages client communications, strategic consultations, issue resolution, Salesforce records, and opportunities to expand program value.

Responsibilities

• Serve as an SMG program and product expert, demonstrating features and delivering training that increases effective use of SMG tools
• Manage client program health and adoption, guiding clients toward best practices across survey design, reporting setup, invite methods, close-the-loop processes, data integrations, and related program elements
• Proactively share best practices, cross-client examples, training, and practical feature guidance to help clients strengthen and grow their programs
• Align partnership priorities, deliverables, and timelines to client business objectives, and connect ongoing work to the outcomes clients are trying to achieve
• Lead annual or semi-annual survey and program consultations, maturity assessments, and strategic partnership planning, then drive follow-through on actions that support program ROI
• Manage client communication around deliverables and program updates, resolve concerns effectively, and escalate critical issues through seamless resolution
• Build trusted relationships with key contacts across client levels, anticipate needs, and act as a strong advocate for the client within SMG
• Identify opportunities to expand listening channels and program value, partner with Sales on additional capabilities, and maintain accurate Salesforce records for deliverables, client health inputs, and action items

Skills

• Bachelor's degree or equivalent work experience
• Minimum 2+ years of experience in client success, account management, consulting, customer experience, or another customer-facing role
• Working knowledge of client success, customer experience programs, retention, and value realization
• Strong relationship management skills with clients, executives, and internal cross-functional partners
• Demonstrated ability to provide consultative guidance, identify risks and opportunities, influence action, and manage priorities, client communications, and program health across multiple accounts
• Previous roles in client success, account management, CX, customer feedback, market research, consulting are ideal

Qualifications

Must Haves

• Bachelor's degree or equivalent work experience
• Minimum 2+ years of experience in client success, account management, consulting, customer experience, or another customer-facing role
• Working knowledge of client success, customer experience programs, retention, and value realization
• Strong relationship management skills with clients, executives, and internal cross-functional partners
• Demonstrated ability to provide consultative guidance, identify risks and opportunities, influence action, and manage priorities, client communications, and program health across multiple accounts

Nice to Haves

• Previous roles in client success, account management, CX, customer feedback, market research, consulting are ideal

Benefits

• Fully remote work arrangement
• Unlimited PTO
• Extended parental leave
• Company-issued equipment and tools
• A culture built on connection, collaboration, and continuous improvement