Manager, Client Success

Smith.ai is looking for a Manager, Client Success. This role will serve as a partner to our Sales, Support, and Onboarding teams and will report to the Head of Client Success. Our entire team is remote. All applicants are welcome as long as you are within 3 hours of the PDT timezone. 

About us

Smith.ai builds AI voice agents that redefine how SMBs handle phone calls — allowing businesses to book appointments, take payments, and manage complex call flows without missing a beat. We serve a wide range of businesses, from law firms to home contractors and many other service-based companies, leveraging the latest in LLMs, speech-to-text, and text-to-speech to deliver human-like conversation at scale. With over 3,000 SMBs already trusting Smith.ai (and staying with us thanks to world-class retention), we're driving the next wave of AI innovation where it matters most: real-world customer interactions.

About you

For this role, your goal is to ensure our clients have a stellar experience throughout their journey with us, ensuring they count us as a critical partner in their ongoing business success. This is ultimately measured by retention and expansion.

To meet these goals, you will oversee the development and refinement of our processes, tools and team responsible for building and managing the relationships with our clients. In the day-to-day, this will include creating playbooks for a wide array of client service scenarios, developing and leading an exceptionally high-performing team to execute these playbooks, and working directly with our high value clients to ensure we are meeting our commitment to excellence and partnership. 

You are comfortable digging into the details and executing, as well as leading a team and “seeing around the corner”. You thrive in organized chaos and are energized by the messy, scrappy reality of a fast-scaling startup. Things move fast, not everything has a playbook yet, and you'll help shape the path forward while building the plane mid-flight.

You need to genuinely care about how we can continually partner with our clients and help them thrive. Anyone who knows you would say you are more of an “asker” than a “teller.” You can get things done without consensus paralysis, considering risks and asking for feedback to improve after. And if you’re a perfect fit, you’re a diplomat, and people look to you to help resolve complex situations, technical or organizational.

Responsibilities

• Lead our Client Success team and serve as the central point of contact and lead decision maker on all client related matters.
• Develop and grow our Client Success Leadership team.
• Partner closely with Sales, Support, and Onboarding to ensure a seamless, end-to-end client journey.
• Foster a feedback culture, encouraging continuous learning and improvement across your team.
• Deliver an exceptional, enduring experience to clients reflective of our core competencies, SLAs, principles, and values. 
• Significantly impact business growth through key levers like client retention, lifetime value, referrals, satisfaction, and resolution.
• Hire, train, and develop team members, with an eye on skills as well as matching company values.
• Maintain highly coordinated communications of your team while working remotely.
• In collaboration with your team, develop, refine, and maintain playbooks for the work, tasks, and decision-making protocols within your domain.

Requirements

• University or college degree in Business, Economics, Marketing, or a demonstrably successful combination of education and work experience.
• 5+ years of relevant experience in client services roles, at least some of which occurred in a SaaS/Software company (or at least highly technical product or service).
• 2+ years of experience working with clients.
• 2+ years of experience driving new sales and revenue from existing clients.
• Experience developing and standardizing Account Management playbooks and decision frameworks.
• Exceptional communication abilities, both written and verbal.
• Command of client services tools to monitor, assign, track, and analyze team performance, client sentiment, and work efficacy.
• Nice to have: Experience working with CSM software like ClientSuccess, ChurnZero, Gainsight, etc. 

Life at Smith.ai

Here at Smith.ai, we're laser focused on our mission of helping small and medium businesses succeed. We strive to test, learn and improve, while continuously developing our solutions, our operations, and our team members. We're a fast-growing and dynamic startup, with 400+ team members globally, that values collaboration and innovative thinking.

We are an equal opportunity employer and believe diversity makes teams better and that discrimination based on race, gender, or anything else is self-defeating.

Location & Work Environment

• Location: Fully Remote (US-based)
• This is a full-time position with a salary that ranges between $80,000 - $110,000 per year, depending on experience
• We offer equity and a competitive benefits package that includes medical, dental, vision, life insurance, 401k, and unlimited FTO