Customer Success Manager

Sohookd - Washington, DC

Full-time - Mid Level

Remote - Washington, DC

Professional, Scientific, and Technical Services

About the position

The Client Success Manager at SoHookd plays a vital role in maintaining and enhancing relationships with existing clients, ensuring the successful implementation of wellness programs, and achieving client goals. This position serves as the primary contact for clients throughout the lifecycle of wellness programs, from onboarding to ongoing engagement and renewals, while collaborating with various internal teams to drive client success and satisfaction.

Responsibilities

• Build and nurture long-term relationships with clients, serving as their primary point of contact for all matters related to their wellness programs.
• Conduct regular check-ins (quarterly reviews, strategy sessions) to provide updates on engagement metrics, gather feedback, and adjust the program strategy as needed.
• Act as a strategic advisor to clients by providing insights, industry trends, and best practices to maximize the value they get from SoHookd.
• Manage the renewal process, working with clients to extend and expand their contracts.
• Identify opportunities to upsell and cross-sell additional SoHookd services to existing clients.
• Lead the onboarding process for new clients, ensuring smooth activation of their wellness programs, workshops, and digital offerings.
• Manage the timeline, setup, and successful implementation of wellness challenges, gift card distribution, and wellness workshops.
• Collaborate with internal teams (operations, marketing, and tech) to ensure the timely delivery of services and a seamless client experience.
• Use project management tools (e.g., ClickUp) to monitor progress and ensure all client deliverables are met on time.
• Proactively monitor client engagement and usage data to identify areas where clients could derive more value from their programs.
• Develop strategies for increasing user engagement with SoHookd's wellness platform, working with marketing and product teams to implement improvements based on client feedback.
• Troubleshoot client issues promptly, ensuring all client concerns are addressed and resolved efficiently.
• Ensure that client success is measured using clear KPIs, including client retention rates, program engagement metrics, and client satisfaction scores.
• Collaborate closely with the sales team to support account growth and provide insights from existing client relationships that can help refine future sales strategies.
• Work with marketing to design client communications and promotional materials, ensuring that they align with clients' needs and program goals.
• Partner with the product and tech teams to provide client feedback on SoHookd's platform, driving continuous improvement.
• Prepare and present client-facing reports on program performance, including engagement metrics, ROI, and recommendations for future improvement.
• Leverage CRM tools (e.g., HubSpot) to track client interactions, monitor progress against goals, and maintain up-to-date records of all client communications.
• Report to senior management on client satisfaction, churn risk, and upsell opportunities.
• If applicable, manage junior client success associates and ensure their growth and success in serving client needs.
• Train and onboard new team members, ensuring they understand the SoHookd approach to client success.

Requirements

• 5+ years of experience in client success, account management, or a related role in the B2B space (preferably in SaaS, health technology, or corporate wellness).
• Proven track record of building strong client relationships and managing client retention and growth strategies.
• Experience in managing the full lifecycle of client programs, from onboarding and activation to reporting and renewals.
• Excellent verbal and written communication skills, with the ability to present complex information in a clear and concise manner.
• A proactive problem solver with the ability to identify issues early and resolve them with minimal disruption to the client.
• Familiarity with CRM tools (e.g., HubSpot), project management software (e.g., ClickUp), and digital marketing platforms.
• Knowledge of corporate wellness trends and best practices is highly desirable.
• Strong data-driven mindset with the ability to derive actionable insights from client engagement metrics and analytics.
• Ability to work collaboratively across multiple teams (sales, marketing, product) to ensure holistic client support.
• Ability to anticipate client needs and act as a strategic partner to help them maximize the value of SoHookd's offerings.

Nice-to-haves

• Experience in corporate wellness, health technology, or similar industries.
• Familiarity with wellness engagement tools and programs.
• Ability to manage multiple clients and projects simultaneously in a fast-paced, growth-oriented environment.
• Experience with renewals, upsells, and cross-sells in an account management capacity.

Benefits

• Competitive base salary with performance-based bonuses.
• Unlimited PTO.
• Comprehensive health and wellness benefits.
• Wellness stipend for personal well-being activities.
• Flexible and remote working culture.
• Career growth opportunities in a mission-driven, fast-growing startup environment.