Client Success Manager

Lifeblue

Plano, TX Remote

Full time

$60k+ (annually)

Tech + Digital

Feb 9

This job is no longer accepting applications.

Inspired by our partners, guided by our purpose

Lifeblue is a full-service digital agency and Certified B Corporation that’s proud to boast end-to-end web development, design, marketing, and content services, as well as a growing product arm of our business: Turnstyle

Our remote-first team works with incredible partners ranging from NBA teams to Heifer International and the Country Music Hall of Fame. In joining our vibrant, collaborative group, you’ll become part of Lifeblue’s 15-year legacy of humanizing digital experiences.

Who you are 

Are you someone who loves to nurture relationships and help others thrive? 

As one of our founding Client Success team members, you’ll do just that with our TurnStyle ticketing product, building out a process that champions client goals while working alongside them to maximize their value from adoption to expansion. 

We’re looking for someone to serve as a Turnstyle product expert who’s passionate about being a partner and problem-solver through high touch, tailored support. 

This role isn’t just about client onboarding and support, it’s about fostering a service-first culture while building out an end-to-end approach with proven tactics and innovative strategies that drive results. 

What you'll do

  • Quickly develop a comprehensive understanding of the Turnstyle product and services
  • Successfully onboard Turnstyle clients by training them on the tools available, determining how the whole Lifeblue team can help them meet their objectives, and creating a plan based on their goals
  • Understand and explain how features within the platform relate to client needs
  • Provide training and education throughout the onboarding process, and work closely with team members to ensure project timelines are met
  • Establish a regular cadence for business reviews, sharing metrics, and insights to ensure that clients are receiving the maximum value
  • Create and manage feedback loops, gathering actionable insights that will inform the Turnstyle roadmap
  • Deliver high levels of client satisfaction, directly impacting NPS and client sentiment
  • Contribute to Turnstyle team meetings and progress improvements across the client lifecycle to continuously improve the client experience
  • Participate in, identify, design, and deliver cross-functional projects that support strategic improvements in scaled processes, services, and systems to support product growth                    
  • Report and maintain client activity in proper databases to support Lifeblue’s data-driven strategy efforts
  • Build trusted relationships with key stakeholders within client organizations to drive adoption, ensure renewals, and create new revenue opportunities
  • Devise engagement plans that articulate client business goals and map software capabilities to achieve these goals
  • Maintain expertise on industry trends/practices and competitive landscape
  • Develop customer stories, case studies, and client references
  • Lead online webinars, consultations, and one-on-one demos to educate customers on the features of our product
  • Represent the voice of the customer and influence product development roadmap

What you’ll need

  • 2-5 years experience in Client Success or Customer Success at a SaaS company
  • Successful track record working with online SaaS products and services (B2B Marketing or Sales preferred)
  • Proven track record of working with customers on adoption and usage of SaaS platforms
  • Proven ability to work with, connect to, and influence people internally and externally
  • Experience managing client retention and contributing to year over year growth
  • Proven success aligning successful solutions, as well as gathering and demonstrating ROI data
  • The ability to operate effectively and independently, even in areas of uncertainty and ambiguity sometimes managing technical, intangible project implementations
  • The ability to build strong relationships with people, understand their needs and goals, identify creative solutions, and manage action items through to completion
  • Curiosity and reason to  synthesize quantitative and qualitative data, make data-driven decisions, and use (sometimes incomplete) data to identify gaps and opportunities
  • The desire to advocate for customers, working cross-functionally with other teams to help them meet their business goals while being empathetic to other teams’ processes and priorities
  • Actively contributes to voice of the customer initiatives, provides customer feedback to other teams, aids in prioritization, and follows through to resolution
  • Experience using systems (e.g., CRM, Trello) to track all customer-related activities and deliverables, pipeline management, and revenue projection
  • Works to realize business value and expand customer relationships through deep knowledge of customer needs, rather than just a feature list

Bonus Points

  • Project Management experience
  • Relationships within and knowledge of the ticket-based events industry
  • Familiarity with B2B Marketing or Sales

Why us? 

Lifeblue is committed to fostering an inclusive and flexible environment that encourages team members to thrive – both at work and outside of it. We care about your health, families, and future so our total rewards program offers a full range of benefits, including:

  • A robust healthcare package to take care of you and your dependents
  • A 401K with a generous 4% match to help you plan for the future
  • A flexible, results-only work environment centered on trust and support with unlimited time off
  • Paid parental leave for new parents of any kind to focus on their growing families 
  • A bi-annual technology stipend that allows you to own your computer and be comfortable in your home office
  • A yearly professional development allowance that supports your learning and growth
  • Virtual and in-person social events, fun partner perks (like Mavs tickets, trips to Medieval times, and more!), along with a two-week holiday break each year to reset

If that sounds like a team that you’d like to join, we encourage you to apply, whether you check all the boxes or not. We’re focused on cultivating a community of people who can grow with us, and you might be the person we’re looking for, even if you don’t realize it yet. Notably, we encourage members of traditionally underrepresented communities to apply, including people of color, LGBTQ-identifying people, veterans, and people with disabilities. 

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Inspired by our partners, guided by our purpose

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