Client Success Manager

About Keep Company

Keep Company is on a mission to make human connection an intentional, scalable asset in every workplace. As a venture-backed SaaS platform recognized by Techstars, Forbes, and SHRM, Keep Company blends technology with coaching and mentoring to deliver transformative, measurable employee experiences at leading law and professional services firms. We help organizations accelerate culture, retention, and productivity—especially in moments that matter most.

The Role

Keep Company seeks our first Client Success Manager to own and scale the customer experience lifecycle for our enterprise clients. You will lead customer success strategy and execution from onboarding through renewal, ensuring clients achieve value and success with our coaching and mentoring platform. This role blends strategic leadership with hands-on management of a remote support team, cross-functional collaboration, and continuous improvement of customer journeys.

You will work closely with Product, Engineering, Program Delivery, and Marketing teams to ensure smooth implementations, high adoption, and client satisfaction. As the voice of the customer internally, you will build scalable processes and feedback loops that enable Keep Company to grow efficiently while maintaining exceptional client relationships.

• Role: Full Time
• Location: Hybrid preferred - 3 days/week at our Bethesda, MD headquarters. Open to remote candidates, as well.
• Compensation: Competitive salary + generous equity

Key Responsibilities

• Lead end-to-end customer success including onboarding, implementation, adoption, and renewal
• Design and execute scalable implementation plans and client segmentation strategies for support tiers
• Manage, mentor, and grow a remote customer success support team with clear workflows and metrics
• Serve as executive sponsor for strategic accounts and conduct regular business reviews
• Partner cross-functionally to align platform configurations with client goals and drive adoption
• Build and maintain feedback loops from customer success to Product and Engineering teams
• Monitor key success metrics (CSAT, renewal rates, support response times) and implement continuous improvement initiatives
• Owning the full post-sale relationship and influencing renewal and GRR outcomes through strategic account plans.
• Monitoring leading indicators of churn risk and mobilizing internal teams to mitigate proactively.
• Partnering with Sales to surface and qualify expansion opportunities (cross-sell/upsell), grounded in demonstrated client value.
• Reporting on account health and contributing to quarterly business reviews with insights tied to renewal likelihood and client revenue trajectory.

About You

• 8+ years of experience in customer success, account management, or enterprise SaaS implementation
• 3+ years managing remote teams in customer-facing roles
• Strong communicator and collaborator comfortable influencing cross-functional teams and executives
• Experience with developing virtual client-facing Dashboards and reports in service of strategic growth and expansion opportunity
• Experienced with Client and Customer Success tools and platforms such as Zendesk, Intercom and HubSpot
• Familiarity with SaaS security and compliance standards (SOC2, GDPR) preferred
• Passionate about delivering outstanding client experiences and building scalable customer success operations
• HR tech or future-of-work experience is a plus

Required Attributes for Success

• Customer Obsession: Deeply empathetic to client needs, translating feedback into action and building trust throughout the customer journey.​
• Adaptability & Initiative: Thrives in ambiguity, eagerly takes ownership of new challenges, and proactively establishes scalable processes.​
• Cross-Functional Communication: Communicates clearly and builds collaborative relationships across teams to advocate for customer outcomes.​
• Analytical Problem-Solving: Uses data and insight to anticipate issues, measure impact, and drive continuous improvement in customer experience.

Why Keep Company?

• Play a pivotal leadership role shaping the future of workplace connection and culture
• Be part of a founder-led startup with renowned clients and measurable impact
• Competitive salary, significant equity, medical/dental/vision, 401k, and flexible PTO
• Hybrid work schedule and a highly supportive, mission-driven team
• Regular team events, constant opportunities to grow, and plenty of celebration