Client Success Manager - Remote (US Based)

About the Role

The Client Success Manager (CSM) is a pivotal position focused on increasing client retention and revenue growth at Elevate Teams. This role fully manages key client relationships from start to finish, actively ensuring satisfaction, resolving any issues escalated, and driving account expansion through strategic upselling and customized proposals.

This position is hands-on and proactive rather than reactive support. The CSM is responsible for safeguarding revenue, growing client accounts, and making certain that clients gain demonstrable ROI from their virtual assistant services. Approximately 85% of time will be spent on proactive client success efforts, strategic problem-solving, relationship management, and identifying new growth avenues. Strong ownership, foresight to anticipate problems, and solution-driven mindset are essential.

The role is based on Elevate Teams' core values: Be Great, Good Vibes, Curious, Poised, Defender, and Extreme Ownership. The team values speed, strategic thinking, and mutual support between clients and coworkers.

Responsibilities

• Drive continued virtual assistant placement growth through systematic account expansion.
• Lead client conversations focused on expansion, directly linking discussions to client ROI.
• Maintain an active and robust pipeline of expansion opportunities within assigned accounts.
• Create and deliver tailored, ROI-focused upsell proposals and successfully close them.
• Conduct strategic Quarterly Business Reviews (QBRs) with multi-VA and major accounts.
• Identify opportunities and signals relating to client growth, satisfaction, and capacity during routine check-ins.
• Act as the primary relationship manager for accounts requiring multiple virtual assistants and those poised for expansion.
• Take ownership of client satisfaction and ensure long-term retention across your portfolio.
• Proactively detect and address risks of client churn before they escalate.
• Handle urgent, revenue-critical escalations with professionalism and promptness.
• Develop strong client relationships by gaining deep insight into each client's business drivers and metrics for success.
• Collaborate cross-functionally with recruiting, training, and operations teams to achieve optimal client outcomes.
• Mentor junior team members by involving them in growth discussions and coaching them on sales strategies.
• Share best practices, playbooks, and case studies within the Client Success team to improve overall performance.
• Keep detailed records of client interactions, opportunities, and results in the CRM system.
• Regularly review and adjust your portfolio to maximize growth and account coverage.
• Provide weekly updates on client health, retention risks, and expansion activities.
• Follow a consistent and strategic workflow that emphasizes proactive outreach and planning.
• Embody Elevate Teams' core values in every interaction.

Requirements

• Demonstrated leadership experience including managing, mentoring, and developing team members, with direct people management required.
• Strong background in Client Success, Account Management, or revenue growth roles.
• Excellent networking and communication abilities for building robust client relationships.
• Highly organized with a mindset of total ownership, ensuring thorough follow-through on tasks.
• Strategic thinker with proven problem-solving skills and ability to execute effectively.
• Comfortable working in fast-paced, rapidly growing business environments.
• Experience in insurance or staffing industries considered an advantage (training will be provided).
• Must be US-based with dependable internet access and a professional home office setup.

Benefits

• Base annual salary of $80,000.
• Variable performance-based incentive ranging between 10% and 25% of base salary.
• Company-contributed health insurance coverage.
• Paid holidays and time off.
• Fully remote working arrangement.
• Dynamic high-performance culture rewarding hustle, accountability, and positive attitudes.