Client Success Manager

Who We Are and What We Do

For more than 25 years Ethico has provided a suite of corporate integrity products that help companies manage risk and reinforce their healthy cultures. From whistleblower and case management software that saves time, to employee screening and monitoring services that actually work, and e-learning that improves engagement -- we focus on service and the human element in all we do in order to Make the World a Better Workplace.

In building this mission, we provide HR, ethics and compliance solutions that serve over 8,000,000 employees in 100 countries through the highly-trained, caring, and compliance-minded professionals in many of the world's largest, and well-known organizations who rely on our software and services. We have helped E&C leaders investigate nearly 10 million reports, offering employees the industry’s leading-edge tools to report unethical or illegal behavior free from retaliation.

Your Role at Ethico

The Client Success Manager will support the onboarding, adoption, and expansion efforts of our SaaS platform. This role will assist in managing customer accounts, building relationships, understanding customer needs, and identifying opportunities for growth.

Responsibilities include but are not limited to:

• Assist with post-implementation onboarding and support for new customers to ensure successful adoption of our platform.
• Build and maintain relationships with assigned customers and their executive sponsors.
• Participate in regular check-ins and business reviews to understand customer needs and gather feedback.
• Monitor usage data and help develop health scores to detect renewal and churn risks.
• Assist in managing escalated issues and acting as the voice of the customer to internal teams.
• Provide input on new features, services, and upgrades based on customer feedback.
• Collaborate with account management, support, marketing, and product teams to enhance the customer experience.
• Contribute to developing best practices and playbooks for the customer success team.
• Support customer training sessions, webinars, and workshops to ensure effective product use.
• Help track customer satisfaction scores (NPS, CSAT) and assist in taking actions to improve them.
• Educate customers on new features and product updates.

Experience you’ll need to succeed in your role at Ethico:

• 2 year of experience in a customer success, account management, or customer support role, preferably at a SaaS company, or strong internship experience in a related field.
• Ability to understand technical concepts and business use cases of SaaS platforms.
• Strong verbal and written communication skills.
• Analytical mindset with the ability to interpret data and identify trends.
• Experience with CRM tools such as Salesforce, HubSpot is a plus.
• Comfortable working in a fast-paced, high-growth environment.
• Basic knowledge of Excel/Google Sheets.
• Strong problem-solving skills and the ability to handle challenging customer situations.
• Ability to work independently and as part of a collaborative team.
• Passion for customer success and a customer-centric mindset.

Location: Flexible (In office, Hybrid, remote). Headquarters is in Charlotte, NC. Some travel is required for remote employees.

At Ethico we strive to create a flexible work environment where our employees are empowered to do their best work. Flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs. To work effectively in a remote environment, Ethico is looking for organized, accountable self-starters with the skills to manage their own time and work, as well as collaborate and manage up from a remote location. Previous Remote Work experience preferred. Preference goes to candidates in and around the Charlotte-Metropolitan area.

Salary Range: $45,000-55,000 Commission

Exact compensation may vary based on skills, experience, and location.

Process

• Prescreen with the People Team (15 Minutes)
• Assessment: Follow this link (https://tinyurl.com/mrz5d9s9) and do the Wonderlic assessment
• Interview with the Hiring Manager (60 Minutes)
• Interview with your future Team (60 Minutes)
• Interview with an Ethico Executive Team Member (15-30 Minutes)

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status. Women and underrepresented minorities continue to be underrepresented in our workplaces. The diversification of applicant pools constitutes an important step for broadening the participation of women and URM in the workforce. Research shows that women and people of color disproportionately do not apply for jobs where they do not meet 100% of the "requirements." If you think you can do this job, we encourage you to apply.

Ethico is committed to breaking structural barriers to entry and career progress, and driving fair hiring practices in our workplace.