Client Success Lead

About This Role

We are seeking an enthusiastic and results-driven Client Success Lead to strengthen and grow relationships with our B2B partners. In this role, you will focus on ensuring that existing clients are actively getting value from 3X4 Genetics’ solutions, identifying opportunities to deepen those partnerships, and keeping clients engaged and retained over the long term. You will serve as a key point of contact for your accounts, proactively reaching out, addressing needs, and working cross-functionally to ensure a great client experience. This is a hands-on role in a fast-paced, startup environment - the ideal candidate is proactive, relationship-oriented, and comfortable managing multiple priorities at once.

Key Responsibilities

Note: Responsibilities may evolve as the company grows and business needs change.

Client Engagement & Relationship Management
• Proactively engage with existing B2B clients to ensure they are getting value from 3X4 Genetics’ solutions within their practices or programs.
• Build and maintain strong, trust-based relationships with key contacts at each account.
• Serve as the primary point of contact for assigned accounts, ensuring clients feel supported and heard.
Retention & Account Growth
• Develop and carry out retention strategies to minimize churn and foster long-term partnerships.
• Identify upsell and cross-sell opportunities by understanding client goals and how 3X4 Genetics’ offerings can further support them.
• Monitor account health, usage trends, and satisfaction levels to proactively address concerns before they become issues.
Issue Resolution & Client Support
• Address client inquiries, troubleshoot challenges, and coordinate with internal teams to deliver timely solutions.
• Escalate complex issues appropriately while maintaining ownership of the client relationship and outcome.
• Follow up consistently to ensure resolution and client satisfaction.
Community & Engagement
• Serve as the point of contact and host for B2B clients on the 3X4 Community platform, facilitating engagement and connection.
• Contribute to client engagement initiatives in collaboration with sales and marketing teams.
Reporting & Feedback
• Maintain accurate records of client interactions, updates, and account status in our CRM system (Keap/HubSpot).
• Share client feedback and insights with internal teams to help shape product development and service improvements.
• Provide regular updates on account health and client activity to sales leadership.

Skills & Qualifications

• Experience: 3+ years in account management, or customer success, preferably in a B2B environment.
• Relationship Skills: Strong interpersonal and communication skills with a talent for building rapport and trust.
• Organization: Proven ability to manage multiple accounts simultaneously with attention to detail.
• Problem Solving: A proactive mindset - you anticipate client needs and act before issues escalate.
• Industry Knowledge: Experience in health, wellness, or biotech is a plus but not required.
• Tech: Familiarity with CRM tools (Keap, HubSpot) and comfort with basic data to track account health.
• Mindset: A team player with a growth mindset and a genuine passion for helping clients succeed.
• Must Have: Coachable and dependable.
• Be coachable and dependable - two qualities that are a must.

Compensation and Benefits

• Compensation Range: $70,000 - $85,000 (dependent on experience) plus commission structure.
• Benefits: Health, dental, vision, and life insurance. 75% of premiums covered by 3X4 Genetics.
• Paid Time Off + Holidays
• Stock Options: Eligible for stock option discussion after one year, based on performance.
• Sick Time in accordance with applicable laws
• HSA