Client Success Advisor

The Client Success Advisor owns the ongoing relationship for a portfolio of clients, focusing on client retention, account growth, and internal delivery accountability in a remote setting.

Location: Remote (US)

Responsibilities

• Own and manage a portfolio of high-value client accounts.
• Conduct structured client touchpoints with data-driven recommendations covering performance, security, accessibility, and SEO.
• Identify and close expansion opportunities within existing accounts, including tier upgrades, development retainers, and additional project work.
• Monitor client consumption relative to plan scope and address misalignment.
• Engage in active client conversations for broader commercial opportunities or tier mismatches.
• Hold delivery teams accountable on quality and timeliness, flagging risks early.
• Lead monthly client review meetings ensuring quality and timeline commitments.
• Manage difficult client conversations regarding scope, pricing, and expectations.
• Coordinate with delivery, support, and development teams on larger engagements.
• Maintain ownership of the client relationship.
• Act on tier upgrade signals from support team and convert opportunities.

Requirements

• 4+ years managing client relationships in a B2B services or agency environment.
• Strong experience with WordPress and web technology services, and their impact on client KPIs.
• Demonstrated ability to identify and close account expansion opportunities.
• Comfortable with direct commercial conversations: pricing, scope, renewals, upgrades.
• Willingness to assert internally when delivery quality, timelines, or commercial opportunities require intervention.
• Ability to work across teams and step into active colleague workflows.
• Strong remote communication skills.
• Comfortable operating in a role with evolving structure.