Client Success Manager

Paradigm Inc. • Virginia Beach, VA

3d • $65,000 - $90,000

About The Position

At Paradigm, we help colleges and universities issue and protect academic credentials through trusted paper and digital solutions that support registrar teams and improve the student and graduate experience. We are seeking a senior-level Client Success Manager to support complex client relationships, lead advanced onboarding efforts, and help our higher education clients get the most value from Paradigm’s products and services. In this role, you’ll work closely with clients, internal teams, and Client Relations leadership to identify risks early, strengthen client engagement, and improve the processes that support long-term client success. This position is ideal for someone with deep experience in client success, account management, onboarding or client relations who enjoys solving complex problems, building trusted relationships, mentoring others, and improving how teams deliver unrivaled service and an unequaled experience of excellence.

Requirements

• Minimum 7+ years’ progressive experience in client success, account management, or client relations roles.
• Including 3 years of managing complex enterprise or strategic accounts and demonstrated experience mentoring junior team members and leading process improvement initiatives.
• Proven ability to manage complex, multi-stage client initiatives.
• Experience handling sensitive client situations with professionalism and sound judgment.
• Strong communication, documentation, and relationship management skills.
• Strong strategic thinking, discretion, accountability, and attention to detail.
• Ability to mentor team members and contribute to shared best practices.
• Experience in Microsoft Dynamics 365 CRM (Client Record Management) or similar CRM software.

Responsibilities

• Own assigned complex client relationships that require senior-level client success support.
• Develop client success plans, stakeholder maps, health action plans, and engagement strategies.
• Lead strategic check-ins, calibrations, or business reviews based on client needs, account segment, and risk profile.
• Monitor client health indicators, renewal signals, escalation history, and account activity to identify risk early.
• Create clear client recovery plans with defined owners, next steps, timelines, and escalation paths.
• Partner with Client Relations leadership on recurring service issues, systemic client risks, and recovery strategies.
• Lead complex onboarding initiatives, including product expansion onboarding and client change onboarding.
• Create, maintain, and improve onboarding playbooks, milestone templates, documentation, and best practices.
• Mentor junior and mid-level client account managers on onboarding execution, communication cadence, quality standards, and blocker management.
• Serve as a senior escalation point for onboarding challenges within approved operational guidelines.
• Support expansion opportunities by clarifying client’s needs, documenting requirements, and validating operational feasibility.
• Partner with strategic account leadership on VIP, strategic, or commercially sensitive opportunities.
• Help clients understand approved product roadmap messaging and relevant product direction.
• Capture feedback, product requests, and operational pain points for review by Product and leadership teams.
• Support process improvement across Client Relations, including health scoring, renewal forecasting, escalation workflows, onboarding standards, and client communication templates.
• Other duties as assigned.

Benefits

• Medical, dental and vision insurance based upon length of service qualifications.
• Retirement plan with company matching based upon length of service qualifications.
• Paid sick- and annual-leave based upon length of service qualifications.
• Paid holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed