Hybrid Senior Client Success Manager presso DocNetwork
DocNetwork · Ann Arbor, Stati Uniti d'America · Hybrid
- Professional
- Ufficio in Ann Arbor
DocNetwork, through the CampDoc and SchoolDoc platforms, provides innovative health and safety solutions to a diverse group of organizations, which include traditional day and residential camps, YMCAs, JCCs, Girl Scouts, Boy Scouts, parks and recreation facilities, colleges and universities, and K-12 public, private, and charter schools.
Our suite of products integrate seamlessly to help ensure the health and safety of the participants for the organizations we serve.
Our team, headquartered in Ann Arbor, MI, is dedicated to our core value of “honest work” where our customers, our company, and our community win together. Delivering beyond expectations and an open posture toward growth enables our company and team to excel, while our social outings, team lunches, and a culture of fun and collaboration help us to bring our best selves to the challenges ahead.
Our full-time team members enjoy a range of insurance benefits (Medical, Dental, Vision, Life, & Pet) plus, with additional perks to boot (401k with company match, Remote Work options, Flex Schedules, Professional Development Budgets, Volunteer Time Off, and much more!), we think you’ll love being a part of our team.
INTERNAL POSTING
Title: Senior Client Success Manager
Team: Client Success
Type: Regular
Status: Full-Time
Location: Ann Arbor, Michigan (hybrid)
Starting Pay Range: $66-76k + up to $6k bonus potential
We are looking for a strategic, results-driven Senior Client Success Manager to help lead our team through exciting changes and growth.
In addition to the responsibilities of a Client Success Manager, the Senior Client Success Manager will also help serve as a peer leader to their teammates and the greater Client Experience team. This role will be responsible for leading new initiatives, helping refine processes, and managing the weekly CSM meetings to ensure a productive agenda.
You may be a good fit for this role if:
- You are driven to provide a consistently high level of service to our clients across all pods.
- You have a proven track record of serving as a leader amongst peers in your same role.
- You can demonstrate positive peer leadership as it relates to process change.
- You can effectively balance the needs of the company with providing the best overall client experience.
Client Success Manager Responsibilities
- Work collaboratively with your Implementation Specialist and Lead to support a portfolio of 120+ accounts.
- Own the client relationship from onboarding to renewal, serving as the primary point of contact.
- Drive retention and growth by implementing proactive strategies that enhance client satisfaction and engagement.
- Build meaningful connections with clients by communicating proactively throughout each stage of the account lifecycle with clarity and kindness.
- Document client interactions thoroughly to maintain alignment across teams and ensure a seamless experience.
- Identify client needs and collaborate within your pod and internal teams to find solutions that improve their experience.
- Manage client escalations with care, knowing when to involve leadership or other departments.
- Educate clients on new features and drive adoption of existing functionality.
- Guide clients as a trusted consultant based on client business needs and usage patterns.
- Collect and share client feedback to inform strategic and continuous product improvements.
- Foster a collaborative and inclusive work environment that supports teamwork and innovation.
- Support the broader Client Experience team by flexing across Client Success, Customer Support, and Training, including assisting with support emails/calls during the peak season (summer).
- Attend conferences and industry events occasionally to represent our company and deepen client relationships.
Additional Senior Responsibilities
- Serve as a key connector between Client Success Managers and the broader Client Success team, ensuring that insights, needs, and priorities flow effectively between peers and leadership.
- Develop new and audit existing Client Success Manager process documentation in Confluence.
- Ensure that any action items that are generated during the weekly Client Success Manager meeting are assigned to a team member(s) and follow up to check on the progress of action items.
- Act as subject matter expert for the Client Success Manager team, offering guidance and support to the Client Success Managers.
- Coordinate with the Client Success Leads to maintain Client Success Manager Macros in Zendesk. Update Client Success Manager Macros and create new Macros as needed.
- Collaborate with Client Success Leads on the Client Success Manager training program. Conduct an audit of the new hire training materials ahead of hiring a new Client Success Manager team member or on an annual basis.
- Represent the Client Success Manager team on the Product Development stakeholder meetings. Provide insights from a Client Success Manager’s perspective on Product enhancements.
- Collaborate with the Sales team during the onboarding process for prospective clients, including answering questions or joining client calls.
Required Skills and Experience
- Strong track record of identifying customer needs and successfully implementing solutions.
- Able to adapt to and lead process change among their peers and across the CS team.
- Keen eye for developing new (and improving existing) workflows and processes.
- Have reached CSM Level 3
Excited? We can’t wait to hear from you!
If you like what you’ve seen so far, we feel compelled to boast that:
- We’re 9x recipients of SPARK’s FastTrack Award.
- We have an office dog named Munki. He is soft and little.
- Our office pantry is stocked with delicious snacks.
- We made our boss a Paper Plate Award that says “You’re pretty cool” and it has frog stickers on it.
So throw your hat in the ring – we’d love to meet you!
Originals Wanted
DocNetwork is invested in creating an open environment of mindfulness, originality, and collaboration where team members can bring their whole selves to work. We are proud to partner with our diverse client base, supporting each organization, and the individuals who make up their communities. We believe that our success depends on our commitment to these values.
DocNetwork has adopted inclusive hiring practices including standardized interview questions, bias-recognition training, and casting wider recruitment nets to ensure that all have a place in our mission.
