Job description

About the role Our Client Success Manager will help shape how WorkForge supports clients for years to come. You'll own a portfolio of client relationships, use data to understand how clients are engaging and where they need help, and grow those partnerships through renewals and our move to multi-year agreements. You'll work closely with Implementation, Product, Sales, and Marketing. It’s an exciting time to join. We’re investing in how we serve our clients, and you’ll play a key part in guiding them through what’s ahead. Just as important, you’ll help build what comes next: bringing your ideas for how we support clients, how we communicate with them, and how client success grows alongside our solutions. For the right person, there's real room to grow: leading the client side of our transition, shaping our support model and renewal strategy, and helping build the Client Success team as we scale. What you'll do • Client relationships and advocacy: Build trusted relationships with clients at every level of their organization, from day-to-day users to executive sponsors. Use independent judgment to become a go-to advisor, and bring the voice of the client back to Product and leadership to help shape our roadmap. • Shaping client support: Bring your ideas for how we support clients, and help put them into practice. That includes moving beyond a call-for-everything model toward tiered support, self-serve resources, and digital communications that give clients the right level of help at the right time. Provide training and enablement that drives adoption and results. • Client success planning: Build success plans tied to each client's business goals and KPIs, and adjust them as needs change. • Data and reporting: Pull and build reports on usage, engagement, and outcomes. Spot trends, turn them into clear action plans for clients, and share insights with leadership. • Client transitions and change: Guide clients through changes to their programs and tools, including supporting clients across more than one system at a time. Partner with Implementation and Product to make each change smooth, well communicated, and on time. • Retention and growth: Lead clients through the renewal cycle and support our move to multi-year agreements. Listen for evolving needs that open the door to expanded partnerships, and bring ideas on how we can grow long-term client relationships. • Cross-functional collaboration: Work closely with Implementation, Product, Sales, and Marketing to resolve client issues quickly and support retention and growth goals. • Process and tools: Help move client processes from order forms into HubSpot, and look for smarter ways to work, including with AI tools. What you'll bring • A track record of building strong, trusted client relationships, with clear, proactive communication. • Comfort learning complex software quickly, including working across different client setups and helping clients adapt when tools or processes change. • Confidence working with data: building reports in Excel or a CRM like HubSpot, spotting trends, and presenting findings to clients. • Experience with client renewals and retention, and comfort talking about long-term value with clients. • A self-starter mindset. You take ownership, need minimal direction, and follow through. • Comfort wearing multiple hats in a small, growing company, and an appetite for improving how things work. • Experience working across teams, and the judgment to adapt your approach for different groups. • Curiosity about AI and digital tools that make client support more efficient. • Strong organization and attention to detail. Nice to have • Experience with an LMS, workforce development, or training programs. • Experience supporting or leading clients through a software migration or platform transition. • Experience managing complex or enterprise accounts. • Experience shaping client success strategy, such as renewal or multi-year strategy, support models, or client health metrics. • A track record of improving processes, and interest in or experience with leading or mentoring others. Experience, education, and location • 2 to 5 years in client success, account management, or another client-facing role, ideally in SaaS or a software environment. More experienced candidates are encouraged to apply. • Relevant backgrounds include client success, implementation, LMS or training, and workforce development. • Bachelor's degree preferred, or equivalent experience. • Based in the Kansas City area preferred.

Requirements

Must-haves

For the right person, there's real room to grow: leading the client side of our transition, shaping our support model and renewal strategy, and helping build the Client Success team as we scale.
Client success planning: Build success plans tied to each client's business goals and KPIs, and adjust them as needs change.
Data and reporting: Pull and build reports on usage, engagement, and outcomes. Spot trends, turn them into clear action plans for clients, and share insights with leadership.
Cross-functional collaboration: Work closely with Implementation, Product, Sales, and Marketing to resolve client issues quickly and support retention and growth goals.
Process and tools: Help move client processes from order forms into HubSpot, and look for smarter ways to work, including with AI tools.
A track record of building strong, trusted client relationships, with clear, proactive communication.
Comfort learning complex software quickly, including working across different client setups and helping clients adapt when tools or processes change.
Confidence working with data: building reports in Excel or a CRM like HubSpot, spotting trends, and presenting findings to clients.
Experience with client renewals and retention, and comfort talking about long-term value with clients.
A self-starter mindset. You take ownership, need minimal direction, and follow through.
Comfort wearing multiple hats in a small, growing company, and an appetite for improving how things work.
Experience working across teams, and the judgment to adapt your approach for different groups.
Curiosity about AI and digital tools that make client support more efficient.
Strong organization and attention to detail.
2 to 5 years in client success, account management, or another client-facing role, ideally in SaaS or a software environment. More experienced candidates are encouraged to apply.

Nice-to-haves

Experience with an LMS, workforce development, or training programs.
Experience supporting or leading clients through a software migration or platform transition.
Experience managing complex or enterprise accounts.
Experience shaping client success strategy, such as renewal or multi-year strategy, support models, or client health metrics.
A track record of improving processes, and interest in or experience with leading or mentoring others.
Experience, education, and location
Relevant backgrounds include client success, implementation, LMS or training, and workforce development.
Bachelor's degree preferred, or equivalent experience.
Based in the Kansas City area preferred.

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

goai

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