Client Success Manager II

SQA Services•Palos Verdes Estates, CA

20d•$75,000 - $95,000

About The Position

As a Client Success Manager II at SQA Services, you will support client-facing interactions while driving contract renewals, client health, and expansion opportunities. You will coordinate the delivery of services and solutions, manage client relationships and satisfaction, and oversee project and service execution, including timelines, resources, and budgets. You will act as the primary point of contact between clients and internal teams, collaborating with Business Development, Engineering, Service Delivery, Accounting/Finance, and Digital Services to meet or exceed client expectations and maintain service quality. The role includes monitoring client health, developing plans for at-risk accounts, leading Quality Business Reviews, and driving continuous improvement based on feedback and industry practices. You will own the renewal process, work with internal partners to streamline renewals, and address risks to renewal. You will also identify opportunities to expand services, departments, or regional coverage, collaborating with Sales on upselling and cross-selling and communicating the value and ROI of SQA solutions. You will stay informed about industry trends, regulations, and compliance requirements in Life Sciences, Data Centers, and Aerospace; provide clients with insights on standards and risk mitigation; and translate technical QA/QC services into business value for stakeholders. You may also support other areas within SQA for continued success.

Requirements

Bachelor’s degree in Business, Engineering, Life Sciences, or a related field.
At least 5 years of experience in Client Success, Account Management, or Quality Management in regulated industries.
Strong knowledge of quality systems, compliance frameworks, and industry certifications such as AS9100, GMP, GLP, GDP, ISO 9001, or ISO 13485.
Proven track record of managing enterprise clients in technical or regulated environments.
Proficiency in MS Office and CRM systems such as HubSpot.
Exceptional communication, negotiation, and presentation skills.
Ability to translate complex technical or regulatory information into client-friendly language.
Strong problem-solving skills and ability to manage escalations calmly and effectively.

Nice To Haves

Advanced degree.
Aerospace experience.

Responsibilities

Monitor client health metrics, including adoption, engagement, satisfaction, and performance outcomes.
Develop action plans for at-risk accounts to mitigate churn and improve account health.
Drive continuous improvement initiatives based on client feedback and industry best practices.
Lead Quality Business Reviews to assess performance, KPI alignment, and opportunities for improvement.
Own and drive the renewal process, ensuring contracts are signed on time and with minimal risk.
Partner with Business Development, Finance, and Legal to streamline the renewal cycle.
Identify early warning signs of non-renewal and execute intervention strategies.
Identify opportunities with clients for expansion into new services, departments, or regions.
Collaborate with Sales on upsell and cross-sell opportunities.
Deliver insights and recommendations that communicate the ROI and additional potential value of SQA solutions.
Stay current on industry trends, regulations, and compliance requirements in Life Sciences, Data Centers, and Aerospace.
Provide clients with insights and thought leadership on evolving standards and risk mitigation.
Translate technical QA/QC services into business value for stakeholders, from operations leaders to executives.
Coordinate delivery of services and solutions, manage client relationships and satisfaction, and oversee project timelines, resources, and budgets.
Act as the primary point of contact between clients and internal teams, coordinating with Business Development, Engineering, Service Delivery, Accounting/Finance, and Digital Services.
Support other areas within SQA for continued success.