Role Summary

The Client Success Advisor owns the ongoing relationship for a portfolio of clients. This is a proactive, commercially oriented role responsible for client retention, account growth, tier alignment, and internal delivery accountability.

Responsibilities

Own and manage a portfolio of high-value client accounts.
Conduct structured client touchpoints. Each meeting should include a prepared agenda 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. Address misalignment directly and manage tier upgrade conversations when usage consistently exceeds plan coverage.
Step into active Client Specialist conversations when broader commercial opportunities or tier mismatches are identified, even when the ticket is already in progress.
Hold delivery teams accountable on quality and timeliness. Flag risks early and escalate directly before issues surface in client-facing meetings.
Lead monthly client review meetings. Ensure all presented work meets quality and timeline commitments.
Manage difficult client conversations regarding scope, pricing adjustments, and expectation resets.
Coordinate with delivery, support, and development teams on larger engagements.
Maintain ownership of the client relationship throughout.
Act on tier upgrade signals surfaced by the support team. Convert qualified opportunities.

Qualifications

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 (ie. understanding how improving site organization can improve lead generation).
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 when the client situation warrants it.
Strong remote communication skills. Able to build trust and manage relationships without in-person interaction.
Comfortable operating in a role with evolving structure. This function is new and the successful candidate will help define it.

Key Performance Indicators

Client retention rate within assigned portfolio.
Account expansion revenue against targets.
Tier alignment accuracy across portfolio.
Proactive anticipation of client needs and risks.
Client satisfaction and relationship health scores.
Internal escalation rate and resolution effectiveness.

Working Conditions

Fully remote position.
Must be available during US business hours.
Travel not anticipated.

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Client Success Advisor