Job description
About Us
Smith.ai is transforming the way businesses handle customer communications. Through a powerful combination of AI and live agents, we deliver 24⁄7 receptionist and chat services that convert leads, delight customers, and protect time for SMB business owners and operators. We’re a mission-driven team excited to utilize cutting-edge technologies and passionate about modernizing client communication and scaling high-performance service.
The Role
We’re looking for a Manager of Client Success to lead our client relationships, drive retention and growth, and elevate the experience for the 3,000+ businesses who already trust us. This is a key leadership role with a unique opportunity to make your mark, build and scale a team, and directly impact company growth.
What You’ll Do
Lead and scale our Client Success team with empathy, rigor, and accountability.
Be the go-to owner of all things client experience—from onboarding to renewal.
Collaborate across Sales, Support, and Onboarding to ensure a seamless, end-to-end client journey.
Develop and refine playbooks, processes, and performance frameworks that your team can execute with clarity and confidence.
Partner with high-value clients directly, ensuring they see Smith.ai as mission-critical to their success.
Drive client retention, satisfaction, and expansion with a data-informed, relationship-first approach.
Build a culture of feedback, ownership, and continuous improvement on your team.
Hire, coach, and develop team members with a strong eye for both talent and culture fit.
What Sets You Apart
- 5+ years in client-facing roles—at least some in SaaS or technical services.
- 2+ years of experience managing a team—you know how to lead, coach, and grow people.
- 2+ years driving revenue growth from existing clients through upsells, renewals, or expansions.
- Proven ability to develop scalable customer success frameworks.
- Comfortable working remotely and leading distributed teams.
- Clear, empathetic communicator who can navigate complex issues with diplomacy and tact.
- Thrive in ambiguity and are ready to build the future, not just maintain the status quo.
- Tools-savvy—bonus if you’ve worked with platforms like ClientSuccess, ChurnZero, or Gainsight.
We’re remote, fast-growing, and passionate about results. If you thrive in organized chaos, love building new systems from scratch, and want to help real people succeed with powerful technology, this is your place.
Why You’ll Love Working Here
Fully remote team—you can work from anywhere in the U.S. (at least within 3 hours of Pacific time).
Competitive compensation ($100–120K depending on experience), plus equity.
Robust benefits package including medical, dental, vision, 401(k), life insurance, and unlimited FTO.
Work with passionate, kind, and driven teammates across the globe.
A mission that matters: Helping small businesses succeed in an AI-powered world.
We’re committed to building a team that reflects the world we live in. We welcome applicants from all backgrounds and walks of life. Discrimination has no place here.
