Client Success Manager

Propio•Overland Park, KS

13d•Onsite

About The Position

Propio Language Services is a provider of the highest quality interpretation, translation, and localization services. Our people take pride in every resource we offer, and our users always have access to cutting-edge technology, exceptional support, and collaborative user experiences. We are driven by our passion for innovation, growth, and bridging communication gaps in a diverse world. If you’re passionate about delivering technology-driven solutions and building lasting client relationships while contributing to client growth, Propio could be the ideal place for you. The Client Success Manager will be responsible for managing a portfolio of accounts, with a primary focus on client retention (50%), supported by sales-based expansion (30%), and client operational support (20%). In this client-facing role, you will build and nurture trusted relationships while proactively identifying opportunities to upsell and expand services. You’ll be instrumental in driving revenue growth through strategic account planning and by helping clients realize the full value of Propio’s solution. This role is located in our Overland Park, KS office and may require travel up to 20%.

Requirements

Bachelor’s Degree or equivalent work experience
3+ years of prior account management, client success, or customer-facing experience, preferably in a B2B environment managing a large book of business
Demonstrated ability to grow accounts and contribute to revenue targets through upselling or consultative expansion
Strong communication (both written and verbal) and interpersonal skills with a customer-first mindset
Proven ability to analyze data and deliver insights that drive client action and satisfaction
Proficiency of Microsoft Office Suite (Outlook, Word, Excel, Access, PowerPoint); Salesforce and Power BI experience preferred
Strong organizational skills and ability to manage multiple priorities with attention to detail
Ability to work both independently and within a team to meet deadlines
A self-starter who thrives in a fast-paced team-oriented environment

Responsibilities

Serve as the strategic point of contact for a large portfolio of clients, building and maintaining long-term relationships
Understand and articulate each client’s needs, objectives, and policies related to effectively position Propio’s services as solutions
Establish clear project parameters, quality standards, and communication tactics supporting the development of Client Success Administrators
Provide data-driven insights through reporting and analytics to support client engagement, performance improvement, and strategic decision-making
Identify and pursue expansion opportunities by upselling additional services and introducing new solutions aligned with client needs
Manage cross-functional projects with internal teams to ensure service excellence and operational alignment
Lead contract reviews, renewals, and negotiations with a focus on favorable terms, accurate pricing, and added value for the client
Maintain detailed documentation of client communications and service records using CRM platforms such as Salesforce
Resolve client inquiries related to billing, interpreter services, or quality concerns in a timely and professional manner
Act as a Propio ambassador by delivering in-person and virtual client presentations, performance reviews, and training sessions
Performs other responsibilities and duties assigned