Client Success Manager, Scale

The Client Success Manager, Scale is responsible for driving product adoption, retention, and client satisfaction through scalable, technology-driven engagement strategies within the Agency Bloc suite of products and services. This role leverages automation, data insights, and digital resources to support a broad client base efficiently. The ideal candidate is analytical, tech-savvy, and passionate about optimizing the client experience at scale.

• Client Engagement & Adoption
  • Serve as a product and process expert on the Agency Bloc’s suite of products, guiding clients to success through scalable, technology-driven engagement.
  • In collaboration with the Client Experience team, create, maintain, and optimize digital touchpoints; including in-app guidance, knowledge base articles, email campaigns, and webinars to support product adoption and client education.
  • Support scalable renewal and retention initiatives by ensuring clients understand and realize the value of Agency Bloc’s solutions.
• Customer Health & Insights
  • Monitor customer health and product usage trends to identify at‑risk accounts and opportunities for proactive engagement.
  • Leverage analytics and reporting tools to track adoption metrics, identify trends, and recommend actions to improve retention and satisfaction.
  • Contribute to the continuous improvement of automation and client lifecycle management tools.
• Cross‑Functional Collaboration
  • Collaborate with Product, Marketing, and Support teams to deliver coordinated client communications and enhance the customer journey.
  • Act as the voice of the customer, collecting and communicating feedback to inform product enhancements and experience improvements.
  • Participate in internal knowledge sharing to continuously refine tech‑touch strategies, tools, and workflows.
  • Perform other duties as assigned to support the success and scalability of the Client Success team and its initiatives.
• Skills, Education & Experience
  • 2+ years of experience in SaaS client success, digital engagement, or customer lifecycle management.
  • Familiarity with CRM and client success automation platforms (e.g., Gainsight, Hub Spot, or similar).
  • Strong analytical and problem‑solving skills with the ability to interpret data and drive action.
  • Excellent written communication and digital content creation skills (e.g., emails, guides, or video scripts).
  • High comfort level with technology and SaaS applications.
  • Strong organizational skills and attention to detail in managing processes across a large client base.
  • Collaborative and adaptable team player who thrives in a fast‑paced, evolving environment.
  • Motivated by improving processes and scaling client impact through automation and innovation.

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.