Client Success Manager

Verra Mobility • Mesa, AZ

7d

About The Position

The Client Success Manager serves as the primary point of contact and trusted advisor for clients, managing communication, support, and strategic partnerships. The role builds long-term client relationships that support operational and financial value, client satisfaction and retention, and account growth. It works with Operations, Product, Finance, IT, and other internal teams to resolve service issues and support contractual obligations and successful client outcomes.

The position oversees client onboarding, implementations, project execution, software releases, and user acceptance testing (UAT). It monitors operational and financial performance, reviews trends and risks, and supports account health through reporting, reconciliation, invoice accuracy, overdue revenue recovery, and monthly settlement deliverables. The role also guides clients on product capabilities, processes, and industry practices, while maintaining knowledge of relevant legislation, regulations, and contracts. Travel of up to 30–50% may be required for client meetings, onsite support, implementations, conferences, and relationship management.

Requirements

• 3–5 years of experience in a client-facing environment, account management, or a similar role.
• Demonstrated ability to build trusted client relationships, drive satisfaction and retention, and identify account growth and operational improvement opportunities.
• Ability to manage escalated client concerns, navigate difficult conversations, and resolve issues professionally, urgently, and with sound judgment.
• Ability to guide clients through operational and system-related changes, including implementations, process improvements, software enhancements, and transitions.
• Strong analytical, organizational, and problem-solving skills, including the ability to assess complex situations, interpret data, identify risks, and develop solutions.
• Excellent verbal and written communication skills, including communication with executive leadership and government representatives.
• Experience gathering, documenting, and communicating business and client requirements to cross-functional internal teams.
• Ability to manage multiple priorities, adapt to shifting business needs, and maintain accountability in a fast-paced environment.
• Self-motivated and action-oriented, able to work independently and collaborate effectively across teams.
• Strong technical aptitude and proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Bachelor's degree preferred, or an equivalent combination of education, training, and experience required.

Nice To Haves

• Experience working with government agencies, municipalities, public sector clients, or regulated industries.
• Strong understanding of customer contracts, compliance requirements, and applicable legislation in a client service environment.
• Experience with CRM or client management platforms.

Responsibilities

• Build and maintain client relationships as the primary point of contact and trusted advisor for communication, support, and strategic partnership needs.
• Lead recurring client meetings, manage follow-up actions, and identify opportunities to improve satisfaction, retention, and account growth.
• Develop long-term client partnerships that deliver operational and financial value, and identify opportunities to optimize, retain, and expand existing accounts.
• Collaborate with Operations, Product, Finance, IT, and other internal teams to resolve service delivery issues, support contractual obligations, and achieve successful client outcomes.
• Maintain an understanding of product configurations, system functionality, and cross-service workflows to support clients and troubleshoot issues.
• Oversee client onboarding, implementations, project execution, software releases, and UAT activities.
• Monitor client performance and analyze operational and financial data; identify trends or anomalies and communicate risks, recommendations, and resolutions.
• Support account health by overseeing reporting, account reconciliation, invoice accuracy, overdue revenue recovery, and monthly settlement deliverables.
• Educate and guide clients on product capabilities, operational processes, and industry best practices to drive adoption and long-term success.
• Manage multiple priorities in a fast-paced environment and maintain knowledge of applicable legislation, regulatory requirements, and client contracts.
• Travel as needed for client meetings, onsite support, implementations, industry conferences, and relationship management activities, up to 30–50%.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level