Associate Manager, Client Success-Hybrid in Chicago

What you’ll bring to the table: (Responsibilities)  

• Manage, coach, and develop a team of up to ten Client Success Managers to meet and exceed individual and departmental KPIs.
• Conduct regular one-on-ones and team meetings to ensure consistent communication, accountability, and alignment on goals.
• Own quality assurance initiatives and implement process improvements that elevate team performance and reduce client churn.
• Manage daily operations and ensure adequate CSM coverage across regions.
• Support and lead hiring, onboarding, and ongoing training initiatives to ensure a high-performing, client-centric team.
• Serve as an escalation point for complex client concerns, ensuring timely and effective resolution.
• Partner with other department leaders to identify and implement process improvements that enhance client satisfaction and team efficiency.
• Help streamline communication channels and feedback loops across departments to improve the client
• Support departmental planning, forecasting, and reporting.
• Act as a role model for company values and promote a culture of accountability, collaboration, and excellence.

Do you have the right mix of ingredients: (Requirements)  

• Bachelor’s degree in Business, Communications, or a related field (or equivalent experience).
• 3-4+ years of experience in Client Success, Account Management, or Customer Experience, with at least 2 years in a management or leadership capacity.
• 2+ years experience in financial services and/or restaurants a plus
• Proven success in managing performance-driven teams and achieving client retention and satisfaction goals.
• Experience working cross-functionally to align client outcomes with business objectives.
• Proficiency with CRM and client success platforms (e.g., Salesforce, Gainsight, HubSpot, etc.).
• Deep understanding of client success best practices, customer lifecycle management, and retention strategies.
• Exceptional leadership, communication, and interpersonal skills.
• Strong analytical and problem-solving abilities to identify issues and implement solutions quickly.
• Skilled in time management, prioritization, and organization in a fast-paced environment.
• Competent in facilitating meetings, providing feedback, and managing performance metrics.
• Ability to lead a large and growing team while maintaining high morale and accountability.

What you'll love about us:

 Comprehensive benefits package, which includes:

• This is a full time, exempt position, and the base compensation for this opening in Chicago is expected to be $85,000-$95,000 annualized, depending on level, candidate experience, skills and other factors. This position is eligible for a 10% bonus with a total comp of $93,500-$104,500.
• Generous dining reimbursement when you dine with our restaurant customers.   
• Competitive Time Off Benefits: including flexible PTO, 11 company holidays, and parental leave. 
• 401(k) plan with a company match 
• Two medical plan options- Standard PPO or High Deductible Health Plan (HSA with company match for HDHP participants) 
• Partnership with Rx n Go, offering certain prescriptions for free. 
• Two dental plan options and a vision plan 
• Flexible Spending Accounts and a pre-tax commuter benefit program 
• Accident, Critical Illness, and Hospital Indemnity Insurance Plans 
• Short Term and Long-Term disability  
• Company-paid life insurance and AD&D insurance, supplemental employee, spouse, and child life insurance 
• Employee Life Assistance Program