Role Summary
The Client Success Advisor owns the ongoing relationship for a portfolio of clients. This is a proactive, commercially oriented role responsible for client retention, account growth, tier alignment, and internal delivery accountability.
Responsibilities
- Own and manage a portfolio of high-value client accounts.
- Conduct structured client touchpoints. Each meeting should include a prepared agenda with data-driven recommendations covering performance, security, accessibility, and SEO.
- Identify and close expansion opportunities within existing accounts, including tier upgrades, development retainers, and additional project work.
- Monitor client consumption relative to plan scope. Address misalignment directly and manage tier upgrade conversations when usage consistently exceeds plan coverage.
- Step into active Client Specialist conversations when broader commercial opportunities or tier mismatches are identified, even when the ticket is already in progress.
- Hold delivery teams accountable on quality and timeliness. Flag risks early and escalate directly before issues surface in client-facing meetings.
- Lead monthly client review meetings. Ensure all presented work meets quality and timeline commitments.
- Manage difficult client conversations regarding scope, pricing adjustments, and expectation resets.
- Coordinate with delivery, support, and development teams on larger engagements.
- Maintain ownership of the client relationship throughout.
- Act on tier upgrade signals surfaced by the support team. Convert qualified opportunities.
Qualifications
- 4+ years managing client relationships in a B2B services or agency environment.
- Strong experience with WordPress and web technology services, and their impact on client KPIs (ie. understanding how improving site organization can improve lead generation).
- Demonstrated ability to identify and close account expansion opportunities.
- Comfortable with direct commercial conversations: pricing, scope, renewals, upgrades.
- Willingness to assert internally when delivery quality, timelines, or commercial opportunities require intervention.
- Ability to work across teams and step into active colleague workflows when the client situation warrants it.
- Strong remote communication skills. Able to build trust and manage relationships without in-person interaction.
- Comfortable operating in a role with evolving structure. This function is new and the successful candidate will help define it.
Key Performance Indicators
- Client retention rate within assigned portfolio.
- Account expansion revenue against targets.
- Tier alignment accuracy across portfolio.
- Proactive anticipation of client needs and risks.
- Client satisfaction and relationship health scores.
- Internal escalation rate and resolution effectiveness.
Working Conditions
- Fully remote position.
- Must be available during US business hours.
- Travel not anticipated.
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