Director, Client Success Consultant

Job Locations US
Posted Date 2 months ago(9/26/2022 10:57 AM)
Job ID
# of Openings
Client Services/Account Management


Who is SMG?


When brands want to know if they’re delivering on customer + employee expectations, they talk to us. SMG helps organizations act on feedback to drive loyalty and improve their business. That’s because our unique software with a service (SwaS) approach sets us apart from the software as a service (SaaS) model offered by most experience management companies. Our clients don’t just get powerful platform technology that measures experience feedback—they get ongoing, full-service support through SMG’s differentiated professional services. T


We are hiring a Director, Client Success Consultant to help clients remain competitive by solving transformative XM challenges for Executive teams. They are knowledgeable in XM best practices and demonstrate thought leadership through a recommended multi-year XM maturity strategy which leads to business change and better business outcomes.


SMG embraces our collective differences as human beings. We celebrate diversity and create an inclusive work environment in which all employees experience belonging, have their unique needs respected and met, have equal access to opportunities and resources, and feel fully engaged to contribute to the company’s success. 


Client Success Consultant responsibilities:

  • Become an expert in the client’s organization and industry through understanding business goals and XM vision
  • Advise and influence clients to act through recommended multi-year client success plans
  • Promote solution adoption and optimize XM investment, leading to client retention and advocacy
  • Collaborate with clients to ensure expected value from SMG solutions is realized
  • Continuous, consistent point of contact for internal teams with the client across the client journey from presale, through launch and renewal
  • Partner with Client Success team to implement XM program maturity playbook
  • Manage and mentor junior team members
  • Influence SMG product and technology strategies through feedback from clients or identified XM industry trends


Client Success Consultant Requirements: Our consultants are analytical and creative, leaders and collaborators. The following requirements are key to your success in this role:

  • Bachelor’s degree in business, business management or similar
  • 7-10 years of client consulting experience
  • Excellent interpersonal skills and team player
  • Strong verbal, written and presentation communication skills
  • An independent thinker with proven ability to conceptualize
  • Demonstrated ability to influence others to act
  • Deadline driven with ability to multitask and be organized
  • Restaurant or retail industry experience, ideal but not required


Visit to learn more about SMG and what it’s like to work here.




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