About Rewards Network
For 41 years, Rewards Network has been helping restaurants grow revenue, increase traffic, and boost customer engagement through innovative financial, marketing services, and premier dining rewards programs. By offering unique card-linked offers, we introduce diners to fantastic restaurant experiences, leveraging advanced technology and data analytics to deliver value to restaurants, diners, and our strategic partners' loyalty programs.
Our Culture
At Rewards Network, you'll be part of a driven and diverse team that excels in collaboration, issue resolution, and taking ownership of both personal growth and the company's success. We take pride in partnering with the world's most powerful loyalty programs to drive full-price paying customers to local restaurants through marketing services and flexible funding options. Our engaging and rewarding environment is designed to help you gain your full potential.
Job Overview
The Associate Manager, Client Success is responsible for managing and supporting a team of Client Success Managers to ensure exceptional client outcomes, team performance, and cross-departmental collaboration. This role plays a key part in driving client retention, growth, and satisfaction by maintaining high standards of service delivery and fostering alignment between Client Success, Sales, Operations, and other internal teams.
This is a hybrid role, with a regular in-office presence at our downtown office 3 days per week (Tuesday-Thursday).
What you’ll bring to the table: (Responsibilities)
- Manage, coach, and develop a team of up to ten Client Success Managers to meet and exceed individual and departmental KPIs.
- Conduct regular one-on-ones and team meetings to ensure consistent communication, accountability, and alignment on goals.
- Own quality assurance initiatives and implement process improvements that elevate team performance and reduce client churn.
- Manage daily operations and ensure adequate CSM coverage across regions.
- Support and lead hiring, onboarding, and ongoing training initiatives to ensure a high-performing, client-centric team.
- Serve as an escalation point for complex client concerns, ensuring timely and effective resolution.
- Partner with other department leaders to identify and implement process improvements that enhance client satisfaction and team efficiency.
- Help streamline communication channels and feedback loops across departments to improve the client
- Support departmental planning, forecasting, and reporting.
- Act as a role model for company values and promote a culture of accountability, collaboration, and excellence.
Do you have the right mix of ingredients: (Requirements)
- Bachelor’s degree in Business, Communications, or a related field (or equivalent experience).
- 3-4+ years of experience in Client Success, Account Management, or Customer Experience, with at least 2 years in a management or leadership capacity.
- 2+ years experience in financial services and/or restaurants a plus
- Proven success in managing performance-driven teams and achieving client retention and satisfaction goals.
- Experience working cross-functionally to align client outcomes with business objectives.
- Proficiency with CRM and client success platforms (e.g., Salesforce, Gainsight, HubSpot, etc.).
- Deep understanding of client success best practices, customer lifecycle management, and retention strategies.
- Exceptional leadership, communication, and interpersonal skills.
- Strong analytical and problem-solving abilities to identify issues and implement solutions quickly.
- Skilled in time management, prioritization, and organization in a fast-paced environment.
- Competent in facilitating meetings, providing feedback, and managing performance metrics.
- Ability to lead a large and growing team while maintaining high morale and accountability.
What you'll love about us:
Comprehensive benefits package, which includes:
- This is a full time, exempt position, and the base compensation for this opening in Chicago is expected to be $85,000-$95,000 annualized, depending on level, candidate experience, skills and other factors. This position is eligible for a 10% bonus with a total comp of $93,500-$104,500.
- Generous dining reimbursement when you dine with our restaurant customers.
- Competitive Time Off Benefits: including flexible PTO, 11 company holidays, and parental leave.
- 401(k) plan with a company match
- Two medical plan options- Standard PPO or High Deductible Health Plan (HSA with company match for HDHP participants)
- Partnership with Rx n Go, offering certain prescriptions for free.
- Two dental plan options and a vision plan
- Flexible Spending Accounts and a pre-tax commuter benefit program
- Accident, Critical Illness, and Hospital Indemnity Insurance Plans
- Short Term and Long-Term disability
- Company-paid life insurance and AD&D insurance, supplemental employee, spouse, and child life insurance
- Employee Life Assistance Program
Rewards Network is an Equal Opportunity Employer (EOE). We encourage and strongly support workplace diversity.
