Senior Manager, Client Services

Senior Manager, Client Services

The Senior Manager, Client Services is responsible for ensuring client satisfaction, retention, and growth by delivering high-quality service and fostering strong relationships. This role involves managing client success initiatives, leading a team, and collaborating cross-functionally to enhance the customer experience. The Senior Manager will work closely with internal teams to ensure clients achieve their goals with the company's products and services while driving process improvements and operational efficiencies.

Service Delivery & Operational Excellence

Ensure consistent, high-quality service delivery that meets or exceeds client expectations. Collaborate with product and technical teams to address client concerns and enhance service efficiency. Assist in developing and implementing client success programs, including training materials and best practices. Use data and analytics to refine processes and improve the customer journey.

Client Relationship Management

Ensure clients receive maximum value from products and services, driving satisfaction and retention. Develop and maintain strong relationships with key clients, serving as a trusted advisor. Support client onboarding and implementation to ensure a smooth experience. Collect and analyze client feedback to identify areas for improvement and innovation.

Strategic & Business Growth Support

Contribute to the execution of a client success strategy aligned with overall business goals. Partner with the sales team to identify opportunities for upselling and cross-selling within existing accounts. Assist in contract renewal processes to maintain long-term client partnerships. Stay informed about industry trends and emerging client needs to enhance service offerings.

Business Development & Growth

Partner with the sales team to identify expansion opportunities within existing accounts. Support strategies for upselling and cross-selling to maximize revenue growth. Support contract renewal negotiations to ensure long-term partnerships.

Team Leadership & Development

Manage and mentor a client success team, fostering a culture of collaboration and customer advocacy. Provide coaching, feedback, and professional development opportunities to team members. Conduct regular performance evaluations and support team growth initiatives. Encourage proactive client engagement and data-driven decision-making.

Education & Training:

Bachelor's degree in Business Administration, Marketing, Communications, or a related field. Certifications in customer success, leadership, or business development are a plus.

Professional Experience:

5-8 years of experience in client success, account management, or customer experience. Proven ability to manage client relationships and support business growth. Experience leading and developing teams in a fast-paced environment. Strong knowledge of customer success strategies, business operations, and service excellence.

Key Skills & Competencies:

Excellent communication, negotiation, and relationship-building skills. Strong leadership and team management capabilities. Analytical mindset with a data-driven approach to client success. Ability to collaborate cross-functionally and drive process improvements. Proficiency in CRM platforms, project management tools, and data analytics software. Ability to manage multiple priorities effectively.

This role provides an opportunity for an experienced client success professional to take on leadership responsibilities while directly contributing to client satisfaction, team development, and business growth.