Job Details

Client Success Manager (CSM)

As a Client Success Manager (CSM), you'll own a high‑touch book of business, building long‑term, trusted relationships with sports and recreation providers. Your mission: ensure adoption, retention, and growth through proactive support, strategic guidance, and effective renewal management.

Success Looks Like

• Client retention and churn rates that meet or exceed targets
• Timely, successful renewals with clear ROI stories and upsell opportunities
• High CSAT and NPS scores
• Strong client engagement and frequent, high‑quality touchpoints
• Consistent collaboration across teams such as Sales, Onboarding, Support, and Product – influencing improvements based on client feedback

What You'll Do

Client Success & Relationship Management (~50%)

• Conduct post‑training check‑ins to ensure smooth adoption and early wins.
• Maintain regular touchpoints with your book of business, building strong, trusted relationships.
• Act as a strategic advisor, aligning Dash features to evolving client goals and operations.

Retention & Renewal Management (~25%)

• Lead cancellation and renewal conversations, uncovering dissatisfaction drivers and crafting save plans.
• Prepare and deliver renewal proposals and usage‑based write‑ups that highlight ROI and upsell opportunities.
• Ensure timely, accurate contract renewals with proactive follow‑ups.
• Collect and synthesize client feedback to inform product roadmap and service enhancements.
• Advocate for client needs internally while balancing business priorities.
• Deliver clear, confident communication across video calls, chat, email, and business reviews.
• Leverage your knowledge of the sports and recreation industry to guide conversations, anticipate challenges, and provide strategic insights.
• Contribute to evolving playbooks, processes, and engagement strategies while staying current on industry trends.

What You Bring

• 2–4 years of experience in client success, account management, or customer‑facing SaaS roles.
• Proven success handling renewals, upsells, and retention strategies.
• Consultative relationship building with a proactive, data‑driven approach.
• Clear, confident communication across video, phone, chat, and email.
• Strong organizational skills, managing a varied book of accounts with competing timelines.
• Familiarity with CRM and customer engagement tools (Salesforce, Intercom preferred).
• Bonus: experience in the sports and recreation industry.

Compensation

Salary range: $55,000 – $60,000 per year.

Benefits

• Competitive salary and benefits including medical, dental, vision, HSA, FSA, and more.
• 401k plan with company match on contributions.
• Open PTO and generous paid holiday schedule.
• Flexible work environment: remote, in‑office, or hybrid.
• Opportunities for learning and growth.

Work Arrangements

This is a U.S.-based position with flexible options: fully remote, in‑office, or hybrid. In‑office locations include Scottsdale, AZ; Wayne, PA; Austin, TX.

Equal Opportunity

DaySmart is a proud equal‑opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, disability, age, or veteran status.

DaySmart is committed to creating a diverse employee environment.