Client Success Manager

Indeed Flex•Austin, TX

26d•Hybrid

About The Position

We are Indeed Flex, a tech-first staffing platform that empowers workers with shift choice and businesses with easy hiring. We are backed by Indeed, the world's #1 job site, allowing us to innovate rapidly while maintaining market stability. This role is primarily an in-office position, five days a week, with the flexibility to work from home on Thursdays. The core function of this role is to manage ongoing client relationships, acting as a liaison between Indeed Flex divisions and contracted clients. This involves providing account management for key clients, ensuring adherence to contracts and KPIs, and offering strategic advice to improve client recruitment processes, productivity, and overall performance.

Requirements

1+ year of experience in Account Management, Customer Success, Client Services, or a similar customer-facing role, preferably within staffing, recruitment, workforce solutions, SaaS, HR technology, or RPO.
Demonstrated track record of achieving or exceeding customer retention, growth, renewal, or satisfaction goals through proactive account management and relationship building.
Proficiency using Salesforce or a comparable CRM platform to manage customer relationships, maintain accurate account records, track activities, and report on account health and opportunities.
Proven ability to influence and coordinate cross-functional teams without direct authority, driving accountability, managing follow-through, and ensuring customer commitments are delivered on time.
Experience leveraging technology, automation, and AI-powered tools to improve productivity, streamline workflows, enhance decision-making, and elevate the customer experience.
Experience managing a portfolio of customer accounts and developing long-term strategic relationships that drive retention, expansion, and customer success.
Exceptional written and verbal communication skills, with the ability to build credibility and collaborate effectively with customers and stakeholders ranging from frontline users to senior leadership.
Strong technical aptitude, with a demonstrated ability to quickly learn and effectively utilize new software, systems, and emerging technologies in a fast-paced, technology-driven environment.
Excellent analytical and problem-solving skills, with experience interpreting data, identifying trends, conducting root cause analysis, and developing practical solutions to improve customer outcomes.
Exceptional organizational and project management skills, with the ability to successfully manage multiple customer accounts, competing priorities, and changing deadlines while maintaining a high level of accuracy and responsiveness.
Self-motivated and action-oriented, with a strong sense of ownership, the ability to work independently with minimal supervision, and a bias toward driving initiatives through to completion.
Comfortable using data and customer insights to prioritize work, identify opportunities for growth, and make informed business recommendations.

Responsibilities

Manage a portfolio of client accounts, serving as the primary point of contact and trusted advisor to drive customer satisfaction, retention, and long-term growth.
Own the success of a portfolio of client accounts, ensuring contractual service levels and key performance indicators (KPIs) are consistently achieved while delivering an exceptional customer experience.
Serve as the primary strategic partner for clients, providing consultative guidance on workforce planning, platform utilization, reporting, operational performance, and best practices.
Build and strengthen executive and operational stakeholder relationships by leading regular business reviews, facilitating performance discussions, and aligning on strategic priorities and action plans.
Analyze customer operations, workforce trends, and performance data to identify opportunities for optimization, present actionable recommendations, and drive continuous improvement initiatives.
Champion customer adoption of the Indeed Flex platform, ensuring clients fully leverage available features, follow best practices, and realize maximum value from the partnership.
Partner cross-functionally with Operations, Recruiting, Marketing, Product, Support, and other internal teams to coordinate customer initiatives, resolve challenges, and ensure seamless execution of customer commitments.
Drive recruitment and fulfillment strategies by collaborating with internal teams to ensure hiring plans are aligned with customer demand, staffing objectives, and business goals.
Act as the central point of coordination during escalations, proactively removing roadblocks, driving accountability across internal teams, and communicating progress until issues are fully resolved.
Monitor account health, workforce performance, and customer satisfaction metrics, proactively identifying risks and implementing solutions to improve retention, engagement, and operational outcomes.
Support customer needs outside of standard business hours when business-critical situations arise, ensuring continuity of service and a high level of responsiveness.
Identify opportunities to expand existing customer partnerships, collaborating with Sales and leadership to introduce new workforce solutions, support additional business lines, and drive sustainable account growth.
Develop and execute strategic account plans that align customer objectives with Indeed Flex's solutions, driving long-term retention, expansion, and measurable business value.
Continuously identify opportunities to improve internal processes and customer workflows, leveraging technology, automation, and AI tools to increase efficiency, enhance service delivery, and scale customer success operations.