Senior Client Success Manager

About Us Smith.ai is transforming the way businesses handle customer communications.

Through a powerful combination of AI and live agents, we deliver 24 / 7 receptionist and chat services that convert leads, delight customers, and protect time for SMB business owners and operators.

We're a mission-driven team excited to utilize cutting-edge technologies and passionate about modernizing client communication and scaling high-performance service.

The Role We are looking for a Senior Client Success Manager to deliver an exceptional experience to our top clients.

This role partners closely with our Support and Onboarding teams and reports to the Manager of Client Success.  As a Senior Client Success Manager, your mission is to ensure our clients receive a stellar experience throughout their journey with us, strengthening trust, driving measurable value, and becoming a critical partner in their business success.

Your impact will be measured by retention, satisfaction, and growth within your accounts.

This role is highly client-facing, requiring you to navigate complex scenarios with diplomacy and clarity.

You’ll be hands-on in developing playbooks, refining best practices, and representing the voice of our most valuable clients across the organization.

You are proactive, detail-oriented, and thrive in the fast-moving environment of a scaling startup where not everything has a playbook yet.

What You’ll Do :

• Serve as the primary point of contact for a portfolio of high-value clients, building long-term partnerships based on trust and measurable results.
• Partner with Sales, Support, and Onboarding to ensure a seamless end-to-end client journey.
• Provide input to refine playbooks, best practices, and decision frameworks to support consistency and excellence in client engagement.
• Anticipate client needs and act as a trusted advisor, offering insights and solutions that drive business value.
• Collaborate internally to represent client feedback and influence product and process improvements.
• Deliver an exceptional experience aligned with Smith.ai’s standards, SLAs, principles, and values.
• Drive outcomes that impact client retention, lifetime value, referrals, and satisfaction.
• What Sets You Apart 3+ years of experience in client success, account management, or customer-facing roles, preferably in SaaS or with technical products / services.
• Demonstrated success managing high-value accounts and driving measurable outcomes (retention, expansion, revenue growth).
• Exceptional communication skills, both written and verbal, with the ability to influence and resolve complex situations.
• Proficiency with client services tools for monitoring, tracking, and analyzing client sentiment and performance.

Nice to have :

A mission that matters :