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