About the position
SmartScale360 is hiring a Client Success Manager to manage client relationships, lead onboarding, support account growth, and ensure a strong customer experience for our U.S.-based clients.
Responsibilities
• Manage assigned client accounts and serve as a primary point of contact throughout the customer lifecycle
• Build and maintain strong long-term client relationships through proactive communication and regular follow-ups
• Lead client onboarding and implementation, ensuring a smooth transition from sales to operations
• Understand client goals, requirements, and expectations and ensure services are aligned with their business needs
• Conduct regular client check-ins, account reviews, and performance updates
• Monitor client satisfaction, engagement, account health, and service performance
• Address client concerns, resolve issues, and coordinate escalations and solutions when needed
• Partner with Recruitment, Operations, and Leadership teams to ensure client needs are met
• Track client metrics, account activity, deliverables, renewals, and key milestones
• Maintain accurate CRM records, account notes, reports, and client documentation
• Identify opportunities for client retention, account expansion, upselling, and service improvement
• Support contract renewals and strengthen long-term client partnerships
• Identify process improvements that enhance customer experience, client satisfaction, and operational efficiency
Requirements
• 3-5+ years of hands-on experience in Client Success, Customer Success, Account Management, Client Relations, Customer Experience, Recruitment, Staffing, or a related field
• Experience managing U.S.-based clients or working with U.S. companies is strongly preferred
• Strong verbal and written English communication skills, with confidence communicating directly with clients
• Proven experience managing client relationships, account portfolios, customer onboarding, and client retention
• Experience coordinating with Recruitment, Operations, HR, or cross-functional teams
• Strong problem-solving skills with the ability to handle client concerns, escalations, and service issues
• Experience conducting client check-ins, business reviews, performance updates, or account reviews
• Familiarity with CRM systems, account management platforms, and project management tools
• Strong organizational and time-management skills with the ability to manage multiple client accounts and priorities
• Self-motivated, detail-oriented, and comfortable working independently in a remote work environment
• Hands-on experience in Client Success, Customer Success, Account Management, Client Relations, or a related client-facing role
• Confident communicating with U.S.-based clients in English
Nice-to-haves
• Recruitment or staffing experience is a strong advantage