Customer Success Manager

DocNetwork, through the CampDoc and SchoolDoc platforms, provides innovative health and safety solutions to a diverse group of organizations, which include traditional day and residential camps, YMCAs, JCCs, Girl Scouts, Boy Scouts, parks and recreation facilities, colleges and universities, and K-12 public, private, and charter schools.

Our suite of products integrate seamlessly to help ensure the health and safety of the participants for the organizations we serve.

Our team, headquartered in Ann Arbor, MI, is dedicated to our core value of “honest work” where our customers, our company, and our community win together. Delivering beyond expectations and an open posture toward growth enables our company and team to excel, while our social outings, team lunches, and a culture of fun and collaboration help us to bring our best selves to the challenges ahead.

Our full-time team members enjoy a range of insurance benefits (Medical, Dental, Vision, Life, & Pet) plus, with additional perks to boot (401k with company match, Remote Work options, Flex Schedules, Professional Development Budgets, Volunteer Time Off, and much more!), we think you’ll love being a part of our team.

Title:  Client Success Manager

Status: Full-Time 

Location: Ann Arbor, MI (Hybrid)

Starting Pay Range:  $50,000 to 60,000 Up to $6,000 bonus potential

We are looking for a strategic, results-driven Client Success Manager to ensure a seamless and impactful experience for the clients we serve.

As part of a collaborative pod, alongside an Implementation Specialist and reporting to a Client Success Lead, you will be the primary point of contact for our clients. Your mission is to understand the clients’ objectives, address pain points, and guide them in using our platform to support the health and safety of their participants. By aligning their needs with our products, you will help them unlock the full value of our solutions.

You may be a good fit for this role if:

• You are passionate about helping clients succeed and driving business impact.
• You enjoy finding creative ways to retain and grow your client base.
• You believe great client relationships start with clear, timely, and thoughtful communication.
• You welcome the exciting challenge of managing 120 clients.
• You love being the go-to expert, understanding needs quickly and matching clients with the perfect solutions.
• You adapt easily to change. The rapid and unpredictable nature of a fast-growing tech company excites you.

Responsibilities

• Own the client relationship for a portfolio of 120 clients from onboarding to renewal, serving as the primary point of contact.
• Drive retention and growth by implementing proactive strategies that enhance client satisfaction and engagement.
• Build meaningful connections with clients by communicating proactively throughout each stage of the account lifecycle with clarity and kindness.
• Document client interactions thoroughly to maintain alignment across teams and ensure a seamless experience.
• Identify client needs and collaborate within your pod and internal teams to find solutions that improve their experience.
• Manage client escalations with care, knowing when to involve leadership or other departments.
• Educate clients on new features and drive adoption of existing functionality.
• Guide clients as a trusted consultant based on client business needs and usage patterns.
• Collect and share client feedback to inform strategic and continuous product improvements.
• Foster a collaborative and inclusive work environment that supports teamwork and innovation.
• Attend conferences and industry events occasionally to represent our company and deepen client relationships

Required Skills and Experience

• Proven experience in client success, account management, or customer experience roles, demonstrating the ability to build strong relationships, drive customer retention, and identify opportunities for growth.
• Experience in a SaaS company is a plus. 
• Strong communication, consultative and relationship-building skills.
• A problem-solving mindset with a proactive approach to client engagement.
• Tech-savvy with the appetite and aptitude to become an expert in our platform. Experience using Zendesk, Salesforce, or Jira is a plus.
• Ability to triage client issues and coordinate with other departments towards resolution.
• Adaptability and comfort in fast-paced, evolving environments.
• Excellent organizational and time management skills. Proven ability to manage multiple client projects simultaneously and meet competing deadlines.

Excited? We can’t wait to hear from you!

If you like what you’ve seen so far, we feel compelled to boast that:

• We’re 9x recipients of SPARK’s FastTrack Award.
• We have an office dog named Munki. He is soft and little.
• Our office pantry is stocked with delicious snacks.
• We made our boss a Paper Plate Award that says “You’re pretty cool” and it has frog stickers on it.

So throw your hat in the ring – we’d love to meet you!