Client Success Manager
The Client Success Manager leads a team of client specialists, driving excellent client experience, team performance, and key company priorities. Reporting to the Director of Client Success, this role owns team accountability, client satisfaction, and retention ā building a culture of professionalism, empowerment, and continuous improvement.
KEY RESPONSIBILITIES
Team Leadership & Development
ā¢ Lead, coach, and develop a team of client specialists
ā¢ Set clear expectations and drive accountability through observations and performance management
ā¢ Build a culture of motivation, empowerment, and continuous improvement
ā¢ Train agents and create development pathways that enable them to excel
Client Experience & Retention
ā¢ Champion an excellent client experience across every team interaction
ā¢ Take ownership of client issues and drive strategic, complete resolutions
ā¢ Build client loyalty and retention throughout the program lifecycle
ā¢ Develop and implement service procedures that improve the client experience and drive revenue
Performance & Reporting
ā¢ Deliver and exceed performance goals and key metrics
ā¢ Analyze data and evaluate results to build action plans for improvement or sustained performance
ā¢ Prepare and present biweekly team performance decks and participate in monthly and quarterly business reviews
ā¢ Monitor schedules, resources, and operational priorities to maintain quality and efficiency
Strategy & Cross-Functional Collaboration
ā¢ Drive change and adaptability within the team with clarity and enthusiasm
ā¢ Implement strategic processes that improve service quality and support company priorities
ā¢ Collaborate with internal and external stakeholders at the director level and above
ā¢ Some travel may be required for in-person business meetings
REQUIRED QUALIFICATIONS
ā¢ Proven experience as a customer service manager or team lead in a related field ā¢ Experience with customer service software, CRM systems, and operational tools
ā¢ Experience managing or working alongside BPO teams strongly preferred ā¢ Ability to create and present executive-level performance updates
ā¢ Experience leading remote teams across multiple time zones ā¢ Strategic thinker with strong interpersonal skills and the ability to lead in a fast-paced environment
ā¢ Strong written and verbal communication skills across all levels of the organization ā¢ Bachelor's degree or related field preferred; relevant experience considered equally
KEY RESPONSIBILITIES
Team Leadership & Development
ā¢ Lead, coach, and develop a team of client specialists
ā¢ Set clear expectations and drive accountability through observations and performance management
ā¢ Build a culture of motivation, empowerment, and continuous improvement
ā¢ Train agents and create development pathways that enable them to excel
Client Experience & Retention
ā¢ Champion an excellent client experience across every team interaction
ā¢ Take ownership of client issues and drive strategic, complete resolutions
ā¢ Build client loyalty and retention throughout the program lifecycle
ā¢ Develop and implement service procedures that improve the client experience and drive revenue
Performance & Reporting
ā¢ Deliver and exceed performance goals and key metrics
ā¢ Analyze data and evaluate results to build action plans for improvement or sustained performance
ā¢ Prepare and present biweekly team performance decks and participate in monthly and quarterly business reviews
ā¢ Monitor schedules, resources, and operational priorities to maintain quality and efficiency
Strategy & Cross-Functional Collaboration
ā¢ Drive change and adaptability within the team with clarity and enthusiasm
ā¢ Implement strategic processes that improve service quality and support company priorities
ā¢ Collaborate with internal and external stakeholders at the director level and above
ā¢ Some travel may be required for in-person business meetings
REQUIRED QUALIFICATIONS
ā¢ Proven experience as a customer service manager or team lead in a related field ā¢ Experience with customer service software, CRM systems, and operational tools
ā¢ Experience managing or working alongside BPO teams strongly preferred ā¢ Ability to create and present executive-level performance updates
ā¢ Experience leading remote teams across multiple time zones ā¢ Strategic thinker with strong interpersonal skills and the ability to lead in a fast-paced environment
ā¢ Strong written and verbal communication skills across all levels of the organization ā¢ Bachelor's degree or related field preferred; relevant experience considered equally