Client Success Manager II

SQA Services•Seattle, WA

19d

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 delivery of services and solutions, manage client relationships, oversee client satisfaction, and serve as the primary point of contact between clients and internal teams. The role includes overseeing project and service execution, timelines, resources, and budgets, and working with Business Development, Engineering, Service Delivery, Accounting/Finance, and Digital Services to meet or exceed client expectations and maintain service quality. You will monitor client health, develop plans for at-risk accounts, lead Quality Business Reviews, and drive continuous improvement based on client feedback and industry practices. You will own renewal processes and collaborate with internal partners to reduce renewal risk, while identifying opportunities to expand services, departments, or regions and supporting upsell and cross-sell efforts. The role also requires staying current on industry trends and compliance requirements in Life Sciences, Data Centers, and Aerospace, and translating technical quality services and regulatory information into business value for client stakeholders. SQA Services supports complex, regulated supply chains worldwide, working with client partners in over 90 countries and deploying over 1,000 associates. Its services include audits, assessments, supplier development, part approvals, inspection, remediation, self-release, and full-time surveillance. The listed base salary is $75,000–$95,000 per year. Actual salary is determined case by case based on job-related knowledge and skills, education, and experience. The role includes medical, vision, and dental coverage; access to a 401(k) plan after one year of employment; short- and long-term disability insurance; life insurance; paid parental leave; discounts and perks; accrual of three weeks of paid vacation; eight or more paid holidays per year; and five days of sick leave per year for corporate employees. Applicants must meet specified U.S. Government export-regulation eligibility requirements. SQA is an Equal Opportunity Employer and may use AI tools to assist with parts of its hiring process, while final hiring decisions are made by humans.

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 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.
Must be a U.S. citizen or national, lawful permanent resident, refugee, or asylee, or eligible to obtain the required U.S. Department of State authorizations under U.S. Government export regulations.

Nice To Haves

Advanced degree.
Aerospace experience.

Responsibilities

Proactively monitor client health metrics, including adoption, engagement, satisfaction, and performance outcomes.
Develop action plans for at-risk accounts to mitigate churn and improve client 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 contract renewal process, ensuring contracts are signed on time with minimal risk.
Partner with Business Development, Finance, and Legal to streamline renewals.
Identify early warning signs of non-renewal and execute intervention strategies.
Partner with clients to identify new service, department, or regional expansion opportunities.
Collaborate with Sales on upsell and cross-sell opportunities.
Deliver insights and recommendations that demonstrate solution ROI and potential value.
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 serve as the primary client contact for internal teams.
Oversee execution of projects and services, including timelines, resources, and budgets.
Support other areas within SQA as needed for continued success.