ALM Corp: Client Success Manager

Development, Management, Project Management, Sales
Anywhere in the World
April 23, 2025
Remote

Job Description

  • Remote
  • Anywhere

ALM Corp




Headquarters: Toronto

URL: https://www.almcorp.com


The Client Success Manager at ALM Corp plays a critical role in driving client satisfaction, success, and retention. This position is responsible for managing client relationships, identifying growth opportunities, resolving concerns, and collaborating with cross-functional teams to improve processes and outcomes. You will serve as the main point of contact for key accounts, ensuring client needs are met and exceeded.


Key Responsibilities:

🧭 Client Satisfaction & Retention

  • Monitor and improve client satisfaction scores with a target of 90%+ promoter bracket.


  • Respond promptly to client feedback, concerns, and escalations—aiming for resolution within 24 hours.

  • Proactively implement initiatives to increase client retention and reduce churn.


  • Act as the client advocate internally, ensuring their voice is heard and needs are addressed.


🤝 Relationship Management & Growth

  • Develop strong, long-lasting relationships with key clients through regular check-ins, strategic reviews, and value-driven communication.


  • Identify upsell and cross-sell opportunities aligned with client goals and work with the Sales team to act on them.

  • Drive client renewals by demonstrating measurable value and consistent performance.



🔄 Cross-functional Collaboration

  • Work closely with internal teams (Sales, Project Management, SEO, Paid Media, Web Development, and Strategy) to align on deliverables and timelines.

  • Facilitate internal communication on client feedback, expectations, and areas for improvement.


  • Lead quarterly interdepartmental reviews to enhance workflows.


📊 Data Analysis & Reporting

  • Analyze client feedback and performance data to identify trends, gaps, and improvement opportunities.


  • Prepare monthly performance reports with actionable insights for both internal use and client presentation.

  • Manage Net Promoter Score (NPS) tracking and analysis across accounts.




Key Performance Indicators (KPIs):

✔ Client Satisfaction

  • Maintain a satisfaction score of 90% or higher; aim for the majority of clients to be in the promoter category.

  • Achieve a 95%+ resolution rate for client escalations within 24 hours.


  • Show year-over-year improvement in client retention, renewal, and escalation metrics.


✔ Process Improvement

  • Identify and propose process improvements annually with measurable impacts.


  • Lead or participate in quarterly collaboration sessions to enhance internal workflows.


✔ Revenue Growth

  • Increase average Client Lifetime Value in the first 12 months.


  • Support revenue expansion through client account growth and new opportunity identification.


✔ Reporting & Feedback

  • Deliver comprehensive monthly client performance reports.


  • Conduct quarterly feedback sessions with clients, documenting key insights and action items.


To apply: https://weworkremotely.com/remote-jobs/alm-corp-client-success-manager

Source ⇲

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