Client Success Executive

BSI Group•Reston, VA

20h•Remote

About The Position

We exist to create positive change for people and the planet. Join us and make a difference too! Join a Global Industry Leader! For more than 120 years, BSI has helped organizations build trust, improve performance, and create lasting impact. Our purpose is to inspire trust for a more resilient world, helping organizations improve quality, safety, sustainability, and operational excellence. We are looking for a relationship-driven professional who thrives on building trust, solving complex challenges, and helping clients achieve success. If you are passionate about creating exceptional client experiences and influencing positive business outcomes, we want to hear from you. As a Client Success Executive, you will play a critical role in strengthening client relationships, protecting recurring revenue, and improving the overall client experience across the Americas. You will serve as a trusted advisor and strategic partner to clients, proactively identifying risks, addressing concerns, and helping clients realize the full value of their partnership with BSI. Working closely with Sales, Operations, Planning, Finance, Marketing, and Leadership teams, you will help drive client retention, service excellence, and long-term loyalty. This role is ideal for someone who combines strong emotional intelligence with commercial awareness and enjoys influencing outcomes, solving problems, and building lasting relationships.

Requirements

Minimum 3+ years of experience in Client Success, Customer Experience, Account Management, Client Retention, Relationship Management, Renewals, or a similar customer-focused role.
Experience managing challenging client conversations and resolving complex issues professionally and effectively.
Demonstrated success influencing positive client outcomes and strengthening customer relationships.
Exceptional communication, relationship-building, and stakeholder management skills.
Strong emotional intelligence, empathy, and problem-solving abilities.
Commercial awareness with the ability to balance customer needs and business objectives.
Experience working cross-functionally with multiple stakeholders and departments.
Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
Experience using CRM platforms, reporting tools, or customer feedback systems.
English fluency required; Portuguese and/or Spanish highly desirable.

Nice To Haves

Professional services, certification, SaaS, consulting, training, or regulated industry experience is a plus.

Responsibilities

Build and strengthen relationships with clients across the Americas region.
Proactively identify and engage at-risk clients before concerns escalate.
Lead service recovery and retention efforts, helping clients navigate challenges and rebuild confidence in BSI.
Partner with internal teams to resolve client concerns and deliver positive outcomes.
Analyze customer feedback, trends, and client sentiment to identify opportunities for improvement.
Advocate for clients while balancing business priorities and operational requirements.
Support initiatives that improve client satisfaction, retention, and overall customer experience.
Identify potential growth, renewal, and cross-sell opportunities and collaborate with Sales teams when appropriate.
Maintain accurate records, reporting, and documentation of client interactions and outcomes.
Contribute ideas that enhance operational effectiveness and strengthen long-term client loyalty.