Client Success Manager

ABOUT US

A. Leigh Solutions supports educational entities and leaders and teams across various sectors who are committed to building healthy, goal-oriented organizations.

They have collaborated with government entities, school districts, charter management organizations, nonprofits, foundations, and social impact enterprises to empower organizations and leaders to thrive and create a lasting impact on the communities they serve.

OUR VALUES

• Care: Ensure clients feel seen and supported through thoughtful touches and timely responses.
• Impact: Keep operational processes running smoothly so the team can focus on delivering results.
• Excellence: Maintain accuracy, professionalism, and attention to detail in all tasks.
• Joy: Approach interactions with warmth, humor, and positivity.
• Sustainability: Create and maintain systems that reduce rework and make operations efficient.

ABOUT THE ROLE

The Client Success Manager (CSM) plays a critical role in delivering an exceptional client experience from onboarding through ongoing engagement. This is a highly collaborative, client-facing role responsible for managing relationships, coordinating engagements, and ensuring all client deliverables are executed with excellence.

This individual will serve as a key point of contact for clients, support and occasionally lead client meetings, and ensure projects stay on track while maintaining a high standard of professionalism and organization.

This is a working manager-style role with both relationship management and execution responsibilities.

We are seeking a professional and systems-minded person who understands and values the services we provide and can deliver a first-class experience. This role requires strong communication, problem-solving, and organizational skills.

CORE AREAS OF RESPONSIBILITY

CLIENT RELATIONSHIP MANAGEMENT

• Manage timelines, deliverables, and milestones for all client projects from initiation to completion.
• Create client-facing materials
• Attend select client-facing meetings to ensure project alignment and follow up on action items.
• Build strong, trust-based relationships and ensure a high-touch client experience.
• Respond to client inquiries in a timely, professional manner.
• Anticipate client needs and proactively communicate updates.
• Prepare session materials, agendas, and decks in collaboration with the Principal Consultant.
• Order and coordinate the delivery of all client assessments (Clifton Strengths, the 6 Types of Working Genius, TKI, and MBTI) and materials.
• Maintain organized digital and physical storage systems for materials, templates, and resources.
• Track deadlines and ensure the team meets all commitments.
• Provide general project support for special initiatives and partnerships as needed.
• Order and track assessments for client sessions.
• Troubleshoot issues related to client assessments.
• Coordinate and mail client appreciation gifts.

INTERNAL COLLABORATION & OPERATIONS

• Keep clients informed about scheduling updates and meeting logistics.
• Maintain Mailchimp database of contacts.
• Maintain and optimize CRM systems for task and project tracking.
• Support operational processes, including file management, data entry, and vendor coordination.
• Handle confidential information with discretion and maintain professionalism in all interactions.

IMPACT AND SUCCESS INDICATORS

• All client projects run on schedule and within the agreed-upon scope.
• Materials are accurate, prepared in advance, and align with session goals.
• Communication with clients and the internal team is proactive, clear, and solutions-focused.
• Storage systems are up to date, making it easy for any team member to locate resources.
• The Principal Consultant and clients feel supported and confident in project execution.
• The Principal Consultant's calendar is well-organized, with minimal scheduling conflicts.
• Clients receive timely updates and clear communication on all scheduling matters.
• Click Up systems are accurate, up-to-date, and easy to navigate.
• Assessments and gifts are ordered and delivered on time.
• Administrative tasks are completed proactively, without the need for follow-up.
• Internal systems and records reflect consistency, clarity, and readiness for client review at any time.

JOB REQUIREMENTS

• Bachelor's degree in business, marketing, or related field
• Proven experience in customer service, project management or client management
• A minimum of 3 years in a client-facing role such as client support, account management, project management or operations.
• Excellent communication and interpersonal skills
• Able to multitask and prioritize efficiently
• Strong problem-solving and negotiation skills
• Tech savvy, high use of overall computers, and skilled in Microsoft Office 365 Suite
• Experience using a CRM, Google Suite, and AI tools.

JOB DETAILS

• This position is 100% remote and a full-time W2 role.
• The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time.