Chexology

Role: Client Success Manager

Pay range: $50,000-65,000 base salary, plus commission and equity opportunities.

Location: Training will take place in NYC, with potential placement in a high-demand market discussed prior to hiring, such as Miami, Los Angeles, San Francisco, or New York City. This role includes occasional travel to client sites for implementation support, training, or quality assurance checks to ensure a successful launch and ongoing satisfaction.

Reports to: Client Success Lead

What’s driving this hire: As Chexology continues to grow its client base across new markets and industries, we’re expanding our Client Success team to ensure every customer has a seamless onboarding experience and ongoing support. This role is crucial in maintaining strong client relationships, enhancing retention, and helping our clients maximize the value of our platform. With an increasing number of high-profile and international accounts, we need an additional CSM to help manage our growing portfolio and uphold our high standards for client experience.

You’ll thrive in this role if you:

• Are energized by helping others succeed and take pride in delivering a top-notch client experience.
• Communicate clearly, listen actively, and build trust through responsiveness and follow-through.
• Enjoy solving problems, thinking on your feet, and adapting to different client needs.
• Can juggle multiple priorities without losing attention to detail.
• See yourself as a true partner to clients and internal teams, and care deeply about long-term relationships and results.

What you’ll do:

Client Support & Onboarding

• Serve as an external product champion, advising clients on best practices to ensure long-term success and account growth.
• Coordinate account setup logistics during new client activations, including usage analysis and proactive follow-up.
• Prepare and deliver onboarding materials, including client questionnaires, checklists, and standard operating procedures (SOPs).
• Travel as needed to support onsite client activations and provide in-person training and implementation support.

Client Communication & Issue Tracking

• Respond to assigned client support requests and escalate issues when necessary.
• Monitor shared inboxes and ensure timely, accurate responses.

Data & Systems Management

• Maintain accurate client records in Salesforce and other internal systems.
• Track onboarding progress, renewal timelines, and key milestones in shared trackers.
• Log client interactions and case notes to support team visibility and continuity.

Internal Collaboration

• Support the Client Success Lead and fellow CSMs with account-related tasks.
• Participate in weekly team meetings and provide regular updates on progress.
• Collaborate cross-functionally with Operations, Sales, and Product to ensure seamless onboarding and ongoing support.
• Share relevant client feedback to inform process and product improvements.

Resource & Content Support

• Contribute to the creation and improvement of client training materials and documentation.
• Help maintain and update the internal knowledge base, including templates and how-to guides.

What we’re looking for:

• Experience in customer-facing roles such as client success, support, retail, hospitality, or other service-oriented positions.
• Excellent communication and organization skills.
• Ability to juggle multiple tasks and shift priorities quickly.
• A collaborative, can-do attitude with a desire to grow within the company.
• Enthusiasm for using data to inform decisions and a willingness to learn and navigate tools like Salesforce, Asana, and Metabase.
• Familiarity with tech platforms or SaaS companies.

What it’s like to work at Chexology:

Chexology is a global technology company headquartered in New York City. You may have seen us on ABC’s Shark Tank, where we introduced our patented software, transforming the hospitality industry by eliminating paper claim tickets—think coat check, luggage check, equipment rentals, and valet services. Our intuitive mobile app has solved major operational challenges for renowned brands like the Museum of Modern Art, Barclays Center, Live Nation, AEG Worldwide, Tao Group, Sheraton Hotel, and Montage International. We’re proud to partner with museums, concert venues, sports stadiums, and hotels around the world.

Behind our innovative tools is a close-knit team of passionate individuals from diverse backgrounds. We thrive in a collaborative and respectful environment where approachable leadership and strong team values drive us forward. At Chexology, we combine our life experiences and creativity every day to create meaningful products that enhance guest experiences worldwide.

Benefits:

• Medical, dental, and vision insurance with a $400 monthly employer contribution.
• 401(k) plan to support your long-term financial goals.
• Flexible PTO policy, plus holiday office closures, to recharge.
• Company-provided laptop and tools to help you do your best work.
• Enjoy virtual game days, seasonal get-togethers, and company gatherings that bring the team together to connect, unwind, and celebrate wins.

Equal Opportunity Employer

We believe diversity and inclusion mean tech leadership and teams should reflect the diversity of the United States. No employee or applicant will face discrimination or harassment based on race, ethnicity, immigrant status, color, religion, age, gender, gender identity, marital or domestic partner status, sexual orientation, disability status, or veteran status.