Client Success Manager
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Job Description
Client Success Manager leading a team to ensure excellent client experience while driving performance goals and implementing service improvements. Reports to the Director of Client Success.
Responsibilities:
- 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
- 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
- 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
- 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
Requirements:
- 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
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