Job Description

Customer Success Manager (Scaled Experience Team)

About Clientbook

Here at Clientbook, we’ve created an industry-leading mobile app and platform that enables high-end retail sales associates to build meaningful, long-term relationships with their clients.

We partner with hundreds of jewelry, fashion, and specialty retailers across the country to help them drive revenue and create better customer experiences through modern clienteling.

About the Role

This is not your typical Customer Success Manager role.

Instead of owning a traditional book of business, you will operate as part of a centralized Customer Experience team , supporting nearly 1,000 retail locations. You’ll work closely with Support, Product, Marketing, and Leadership to ensure our customers are successful at every stage of their journey.

This role is perfect for someone early in their career who is hungry, adaptable, and excited to learn the ins and outs of SaaS, customer experience, and retail operations.

What You’ll Be Doing

Your day-to-day will be dynamic and fast-paced, with a mix of customer interaction and internal collaboration:

• Lead training and onboarding calls to help customers get up and running successfully
• Jump in to assist with support tickets and customer issues as needed
• Partner with Product to surface customer feedback, bugs, and feature requests
• Collaborate with Marketing to contribute to training materials, content, and customer communications
• Proactively engage with customers to help them adopt features and drive value
• Identify opportunities for upsells and expansion , and support growth conversations

Act as a bridge across teams , ensuring a seamless customer experience

What Success Looks Like

• Customers are confidently using Clientbook in their day-to-day workflows
• Training calls are engaging, clear, and actionable
• Issues are resolved quickly and thoughtfully
• Internal teams are aligned around customer feedback and needs
• Opportunities for growth and upsell are consistently identified

What We’re Looking For

We’re less concerned about specific experience and more focused on mindset and potential:

• Hungry and motivated to grow professionally
• Adaptable and comfortable wearing multiple hats
• Strong communication skills , both written and verbal
• Naturally curious and eager to learn
• Comfortable working in a fast-paced, ever-changing environment
• Strong sense of ownership and accountability
• Bonus: Experience in sales, retail, or SaaS is helpful, but not required

Compensation

• Base Salary: $55,000 – $60,000
• Additional earnings through a commission structure tied to upsells and account growth

Work Environment

• Hybrid Schedule
• In-office: Monday, Tuesday, Friday

Work from home optional: Wednesday, Thursday

Interview Process

We aim to keep our interview process straightforward, efficient, and respectful of your time:

Step 1: Introductory Interview (30–45 minutes): A virtual conversation with Josh Wolfe, Manager of the Customer Experience Team , to learn more about your background, goals, and interest in the role.

Step 2: On-Site Interview (45–60 minutes): An in-person interview with Josh Wolfe and Todd Ericksen, VP of Product & Customer Experience , focused on how you think, communicate, and approach real-world scenarios.

Step 3: Reference Check: A quick reference check before moving to final decision.

Why Join Clientbook?

• High-growth SaaS company with real momentum
• Opportunity to learn across Customer Success, Product, Support, and Marketing
• Clear path for career growth and development
• Collaborative, energetic team environment
• Modern office with great perks and culture

Clientbook is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

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